DCX Links | December 1, 2024
This Week: Stand out, don’t blend in, balance innovation with connection, think long-term, build to last, and create for real people
Inspiration, education, and coaching for customer-obsessed leaders.
Welcome to this week's roundup of customer experience insights!
How does your CX stand out from the crowd? What’s one way you’re breaking the mold to create lasting connections? This week’s links dive into how authenticity, connection, and long-term thinking can transform CX.
From creating genuine spaces to adopting a long-term mindset, the common thread in all these stories is connection.
Customers want experiences that feel personal, considerate, and crafted with care.
CX leaders who focus on human connection—whether through smart tech, distinctive spaces, or customer-focused strategies—are the ones who will shine and earn loyalty over time.
Happy reading—and stay curious, DCXers!
-Mark
Here are this week’s must-read links:
Meet Your AI Doppelgänger
Breaking the Mold
The Loneliness Tax on Your Business
Listen, Don’t Copy
Ancient Wisdom, Modern CX
Authenticity, Please
Meet Your AI Doppelgänger
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Stanford and Google DeepMind researchers, led by Joon Sung Park, a PhD student in computer science at Stanford, have created AI that doesn’t just mimic your vibe—it actually thinks like you.
Park boldly claims that the future is all about “small ‘yous’” running around, making decisions just like you would. Creepy or cool? Either way, this tech hits an 85% match with human personalities, and it’s changing the game.
Why This Matters for CX
What if an AI could handle your customer questions, fix issues, and do it all just like you would? That’s the promise here—efficient, but still personal and human.
AI: Friend or Foe?
The potential is massive, but there’s a thin line between empowering and overstepping. If customers find out AI is making decisions for you, they might feel disconnected or even manipulated. This tech might not be fully ready yet, but now’s the time to think about how to use it responsibly without losing trust.
What to Think About Now
How could a decision-making AI enhance your work?
Start exploring how this idea could apply to CX while asking the tough questions:
What decisions would you delegate?
Where’s the line between helpful and intrusive?
Getting ahead of these concepts now means you’ll be ready when the tech catches up.
Call to action: Think about how AI could take repetitive tasks off your plate. Start small—identify one decision or process you’d delegate and explore how AI could enhance it while keeping the personal touch.
Breaking the Mold
Kevin Ervin Kelley, author of Irreplaceable, and founder of strategy and design agency, Shook Kelley’s recent Linkedin post is a wake-up call: the internet is making everything look...the same.
Fashion, music, movies, and even building designs are blending into a predictable vibe. This trend is fueled by the ease of following the viral crowd—click a link, buy the look, and you’re in. However, this convenience sacrifices creativity, individuality, and genuine effort.
CX Copy-Paste Problem
This isn’t just about fashion—it’s happening in CX too. If your brand’s doing the same things as everyone else—same chatbots, same perks, same emails—why should customers care?
Forgettable Isn’t an Option
Playing it safe leads to forgettable sameness. Customers want brands that break the mold and make them feel valued. The key question is: are you providing that unique experience, or just chasing viral trends?
Stand Out, Win Big
Examine your CX strategy. Are you following trends for convenience, or are you challenging yourself to create standout moments? Consider personalizing interactions, adding a human touch, or crafting delightful surprises. In a world of sameness, standing out requires effort, but the rewards are significant.
Call to action: Take a hard look at your CX strategy. What feels generic? Pick one area—like email, loyalty programs, or chatbot interactions—and find a way to make it more personal and unexpected.
Source
Related: Irreplaceable: How to Create Extraordinary Places That Bring People Together
Unlock Leadership That Inspires Action
For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence.
“What stood out was how action-oriented the course is. Each email comes with practical tips and challenges that I could apply immediately in my day-to-day interactions. It’s not just theory—I found myself practicing the advice on active listening, relationship building, and credibility right away. This positively impacted how I approached conversations and built connections with my colleagues and clients.” - Dr. Chris Brown, CEO MRI/MarketCulture
The Loneliness Tax on Your Business
Since 2020, there's been a concerning cycle called the "human doom loop" - as people do more activities remotely (work, shopping, entertainment), they have fewer in-person interactions, which leads to:
90 fewer minutes of face-to-face socializing per week compared to 2003
20% drop in walking trips
Declining physical and mental health metrics
Closure of physical spaces (stores, theaters, community centers)
Less investment in public spaces
This Should Keep You Up at Night
Your perfectly optimized digital experience might be backfiring. Here's what's happening to your customers:
They're barely leaving their homes
They're lonely as hell
They feel worse about... pretty much everything
Netflix Isn't Your Friend
Even companies built for in-person experiences are bombing on well-being scores. Fast-food joints are doing better. Let that sink in.
Stop the Madness. Try these:
Mix digital speed with human touch (yes, it's possible)
Make your physical spaces worth leaving Netflix for
Turn those cold digital touchpoints into actual connections
Gen Z Might Save Us All Plot twist
The digital natives are getting tired of screens. They're craving real-world experiences. Your move? Get ahead of this wave.
Real Talk
You can automate everything, but you can't automate meaning. The winners in this game won't be the most digital - they'll be the ones who remember humans need other humans.
Call to action: Blend digital efficiency with real-world connection. Brainstorm one way to make your physical or digital spaces more engaging—whether it’s hosting events, adding personal touches to online interactions, or rethinking in-store experiences.
NEW from DCX: Get Every Department Onboard with Customer-Centricity
Want to build a true customer-first culture? The CX Leader’s Guide to Organizational Buy-In is your blueprint for getting every department—whether it’s customer service, sales, product, tech, finance, or HR—aligned with customer-centric practices.
Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. No fluff, no filler—just proven tips to get everyone on the same page. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.
Listen, Don’t Copy
In this article, Helge Tenno calls out a big problem: too many businesses keep doing the same things, chasing trends instead of standing out. In his article, he explains how focusing on customer needs—not competitors or internal silos—creates trust, loyalty, and a true competitive edge. Differentiation comes from innovation led by what your customers actually value.
He breaks down how putting customers at the center of your strategy isn’t just good business—it’s the secret sauce for long-term success. His big idea? Companies that focus on what their customers actually need, instead of getting lost in internal processes and silos, build deeper trust, stronger loyalty, and a serious edge over the competition. It’s about listening, adapting, and delivering value every step of the way.
Why it matters: You’re not just solving today’s problems—you’re creating an experience that makes people want to stick around. Prioritizing customers means fewer churn headaches and more organic growth. It’s not just about fixing things; it’s about becoming their go-to solution.
The big takeaway: A customer-first culture isn’t just a warm-and-fuzzy ideal—it’s a business advantage that fuels innovation, drives your strategy, and leaves competitors scrambling to catch up.
What to do now: Start small. Look at the feedback you’ve got—what’s one change you can make this week to show customers you’re listening? Then, build on it and make their input your compass. Trust me, it pays off.
Call to action: Dive into your customer feedback this week. Find one thing your customers consistently mention and turn it into a meaningful change. Let their input drive your next move.
Ancient Wisdom, Modern CX
Eric Markowitz, a partner at Nightview Capital’s latest Big Think piece article shows why we should be learning from ancient architecture like the Pantheon. These structures weren’t just cool—they were built to last. In CX, the same idea applies: think long-term, not just quick wins.
Built to Last
Quick fixes might get you through the moment, but they won’t keep your customers coming back. If your customer experiences aren’t designed to evolve and endure, you’re setting yourself up for more work—and more problems—down the line.
Plan, Adapt, Thrive
Great experiences don’t just happen by chance. They’re thoughtfully planned, built to adapt, and designed to solve real problems for customers now and in the future.
Think Long-Term
Look at your systems: Are they built for short-term wins or long-term growth?
Add with purpose: New tools and processes should solve problems today while staying relevant tomorrow.
Stay ahead: Think about what your customers will need in a year, not just right now.
The bottom line? Build your CX like the Pantheon—solid, adaptable, and something your customers can count on for years to come.
Call to action: Look at your CX systems. Are they built for today’s needs, or will they hold up in the future? Identify one area where you can add adaptability and long-term value, like upgrading tools or simplifying processes.
Authenticity, Please
Ashley Krause’s Psyche article is all about how unique, character-filled spaces—like cozy indie bookstores or quirky cafes—help people feel more connected and true to themselves. These places offer a refreshing break from the cookie-cutter vibe of modern life and remind us of the value of being authentic. Krause makes a strong case for why authentic spaces matter more than we realize.
Spaces That Speak
Customers don’t connect with generic. Whether it’s your store, website, or app, giving it personality and authenticity makes your brand stand out and keeps people coming back.
Keep It Real
People crave spaces that feel real and meaningful. Adding local flavor or unique touches can turn a forgettable visit into a lasting memory.
Make Customers Feel Home
Look around: Does your store, app, or site feel one-of-a-kind, or could it be anywhere?
Add a personal touch: Bring in some local culture or unique elements that make it feel real.
Train your team: Help them engage with customers in a way that feels genuine and personal.
Creating authentic spaces isn’t just about how things look—it’s about making people feel something they’ll remember.
Call to action: Evaluate your customer-facing spaces—stores, websites, apps. What feels cookie-cutter? Add a touch of local culture, history, or something unique to make the experience feel more authentic and memorable.
Thank you!
Whether it’s smart tech, bold strategies, or authentic spaces, the key is connection. Stay true to your customers, and you’ll stand out. See you next Sunday at 8:15 am ET!
If this edition sparked ideas, share it with a colleague or team member. Let’s grow the DCX community together!
👋 Please Reach Out
I started this newsletter to help customer-obsessed professionals deliver better customer experiences and to have more conversations with friendly and interesting people just like you! 😊 If you ever...
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— Mark
www.marklevy.co
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The short vs. long-term CX planning hits home hard. Going for the 'low-hanging fruit' and 'quick wins' can be useful, but at the same time, it can potentially distract from taking that first step to build something much bigger. Perhaps there's an argument for ring-fencing resources that are involved in supporting larger CX transformation projects?
Thought-provoking article, Mark!