DCX Links | December 15, 2024
Big Ideas, Real Talk. How do we make tech work for people without losing the human touch? This week’s picks dig into trust, ethics, and finding the sweet spot between innovation and empathy.
Inspiration, education, and coaching for customer-obsessed leaders.
Welcome to this week's roundup of customer experience insights!
This week, we’re talking about big-picture ideas that shape how we work with tech, trust, and the human side of things.
It’s all about finding the right balance—like blending innovation with empathy, keeping convenience simple (not overwhelming), and making sure we’re ethical while staying efficient.
These themes are everywhere right now. From managing uncertainty to tackling mental health challenges and navigating AI’s rapid growth, the key is this: great CX happens when we mix smart strategies with a real focus on people.
Happy reading—and stay curious, DCXers!
-Mark
But first: What Should I Cover in my new "DCX One-Minute Mentor" Series?
I’m launching a new series: quick, punchy videos and articles packed with actionable CX tips. Each one will deliver inspiration, advice, or a challenge—all in under a minute and I’d like your ideas.
Here are some great topics readers have shared so far:
Monetizing CX: Ways to tie exceptional customer experiences directly to revenue growth.
CX Leadership on a Shoestring Budget: How to make a big impact without breaking the bank.
Turning Negative Feedback into Positive Action: Strategies for using complaints as fuel for improvement.
The Secret to Creating a CX Culture That Lasts: Building a team that’s all-in on customer experience.
How to Keep CX Personal in a Digital-First World: Maintaining that human touch in online interactions.
Your turn! What tips or challenges should we tackle next? Drop your ideas below and help shape the "DCX One-Minute Mentor"!
And now, here are this week’s must-read links:
Uncertainty Abounds - Is AI the Answer?
The cost of growing up online
Mike Johns v. Waymo
Are AI Video Chatbots Ready for Prime Time?
What I’m reading
Convenience Overload: When ‘Easy’ Makes Life Harder
Uncertainty Abounds - Is AI the Answer?
Learning to Manage Uncertainty with AI from MIT Sloan Management Review
The big takeaway: Uncertainty isn’t going away anytime soon, but this article breaks down how AI can help us deal with it. It’s a nudge to think beyond just streamlining processes—AI can help us make smarter calls when things get messy.
What you need to know:
Why uncertainty is the new normal: Tech is moving fast, customers want more, and markets keep shifting. The old playbook? Not cutting it anymore.
AI as a game-changer: AI’s superpower is crunching crazy amounts of data to give you better predictions and insights, so you’re not flying blind.
The human angle: It’s not all about the tech. To really make AI work, leaders need to level up their skills, encourage experimentation, and rethink how teams work together.
A new approach: AI is a goldmine for understanding customers, predicting what they’ll do next, and making experiences feel tailor-made. But here’s the deal: it works best when you mix it with good old human intuition and empathy.
Your move: Uncertainty doesn’t have to be scary. With AI helping you make sense of the chaos and some creative thinking on your end, you can turn all that unpredictability into a win.
Source
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The cost of growing up online
A tough reality: Jonathan Haidt’s book, The Anxious Generation, puts a spotlight on an issue we can’t ignore—young people’s mental health. It’s a wake-up call to prioritize emotional well-being in the experiences we create. It’s not just about functionality; it’s about humanity.
What you need to know:
The problem: Social media’s relentless comparisons, academic pressures, and a lack of real-world support are fueling anxiety.
Pandemic ripple effects: Isolation and stress intensified the issue, but digital dependency was already a problem.
Tech’s double-edged sword: Therapy apps and community platforms show promise, proving technology can support—not just harm—well-being.
A new approach: You can lead the way by rethinking how you design and implement solutions. It’s not just about what’s efficient or profitable—it’s about what’s meaningful. Let’s explore ways to integrate empathy and well-being into every interaction.
Actionable advice: Actionable advice: Redesign solutions to prioritize empathy and simplicity. Whether it’s streamlining processes or creating tools that truly support users, remember that meaningful experiences matter more than flashy ones. Let’s use tech to connect, uplift, and support—not overwhelm.
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
Mike Johns v. Waymo
When Your Driverless Ride Goes Nowhere
The Incident: Mike Johns had a Monday straight out of a sci-fi thriller. He hopped into a Waymo autonomous car, buckled up, and then… it decided GPS was optional. Instead of taking him to the airport, it went full carousel mode—eight circles later, he’d missed his flight. Customer service? No help. The whole thing felt more like a beta test than a transportation solution.
Why It Matters:
Trust is paper-thin: Cool tech is great… until it stops working. One glitch and people start thinking twice about hopping on board.
Customer service flopped: When the car’s brain fries, the humans need to step in. Waymo’s support team couldn’t, and that’s a huge red flag.
Loyalty takes a hit: This wasn’t just an oops moment; it was a missed opportunity to turn a bad experience into a redeemable one.
What We Can Learn:
Have a backup plan: If the car freaks out, there should be a foolproof way to get passengers unstuck. Stranded isn’t a vibe.
Human support is key: AI might be driving, but humans need to steer the recovery. Train teams to tackle emergencies like pros.
Be transparent: If things go south, overcommunicate. Keeping passengers in the loop (pun intended) and offering quick fixes (like rebooking that flight) can save face.
The Big Picture: Tech isn’t magic; it’s a promise. And when it fails, it’s the customer who pays the price. If Waymo and others want people to trust driverless cars, they need to prove they can handle the unexpected—without making us miss flights.
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.
Are AI Video Chatbots Ready for Prime Time?
What’s new: Video chatbots are leveling up. Tavus is rolling out AI-powered avatars that not only talk but also see, listen, and react in real time. Think video calls with a robot that actually feels interactive. Cool, right?
Why It Matters:
Next-level interactions: These bots feel more personal than standard chat, making customer experiences feel less transactional.
Scaling without losing the vibe: Imagine handling a hundred "face-to-face" chats at once without hiring more reps.
Big savings: A slick avatar costs less than a full team while still delivering decent service (when it works).
Things to Watch Out For:
Feels a little too robotic: No matter how advanced, empathy still isn’t these bots’ strong suit.
Privacy flags: Letting an AI “see” you could raise eyebrows. How’s the data being used?
Upfront costs: Fancy tech doesn’t come cheap, and rollout can get messy.
Bottom line: AI avatars are super flashy but not quite flawless. Businesses need to balance the wow factor with real-world reliability and transparency. People are curious—but cautious. Handle it right, and this could be a game-changer for CX.
You can have a two-minute demo chat with Carter yourself at the Tavus website.
What I’m reading
Why it’s worth your time: My good friend L.A. Fatzinger nailed it with his debut novel. It’s a psychological thriller that feels like it was written for us—diving into the tricky balance between innovation, ethics, and keeping things human.
Quick synopsis:
James Wohlmuth, a tech genius, created algorithms that shape the world…but also leave behind isolation and heartbreak. Sound familiar? It’s a wake-up call for anyone working on the front lines of digital transformation.
The story unfolds in Salzburg, where James’s breakdown mirrors his ancestor Franz Joseph Wohlmuth—a historical executioner who used his meticulous records to stop public torture. It’s a powerful reminder that the past has a lot to teach us about today’s ethical messes.
Big topics like algorithmic manipulation, social isolation, and mental health are front and center. This isn’t just fiction—it’s the kind of stuff we wrestle with as we try to create experiences that actually help people.
CX relevance: This book doesn’t just entertain—it makes you think. Are we fixing problems or just creating new ones? Are our technologies really connecting people, or are they pushing us further apart? Plus, the Salzburg vibe and the psychological twists make it one of those reads you won’t want to put down.
Your reflection: Use this as a moment to reflect—on your work, your products, and the algorithms you’re shaping. Are they helping people live better lives? Let’s make CX about building connections, not creating barriers.
Amazon
Convenience Overload: When ‘Easy’ Makes Life Harder
Why it matters: Convenience is supposed to make life easier, right? But this Guardian article by Dr. Alex Curmi, a psychiatrist, trainee psychotherapist, and presenter of The Thinking Mind podcast, flips that idea on its head.
A new perspective: Convenience isn’t always a win. Sometimes, it adds stress instead of reducing it. Over-automation and cluttered solutions designed for efficiency—not value—are often to blame.
Core ideas:
Convenience chaos: App overload and “easy” features often complicate instead of simplifying.
The true cost: Convenience can isolate or frustrate when it prioritizes company efficiency over customer needs.
A smarter approach: Thoughtful design should enhance life, not overwhelm it.
For CX pros: This is a call to action to rethink what convenience means. Instead of just removing friction, focus on adding genuine value. Make “easy” feel effortless and impactful—not draining.
Your next step: Challenge your team to design with purpose. Create experiences that are as meaningful as they are seamless.
Thank you!
I hope you found value in this week’s links. 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...
- have feedback for me,
- have a question or a problem regarding customer experience, strategy, team building, or more,
- want to say hello,
...then please get in touch. I'd love to hear from you!
— Mark
www.marklevy.co
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P.S.
In addition to my day job and this newsletter, I want to share some of the exciting content and programs that I have cooked up for your personal and professional growth:
DCX Executive Coaching - 1:1 coaching for customer-obsessed leaders
The Daily Challenge SMS Service - Daily text messages designed to uplift your spirit, remind you of your worth, and inspire you to keep going, no matter what. -
7-Day FREE Trial
365 Days of Accountability - Accountability Books, Journals, and Exercises
I hope you find these programs useful. Let me know if you have any questions or need any further assistance.
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The story of the driverless car is both funny and creepy 😳