DCX Links | December 8, 2024
This Week: Instead of waiting for customers to tell you what they need, anticipate it. Show them you’re invested in their journey, not just today’s transaction.
Inspiration, education, and coaching for customer-obsessed leaders.
Welcome to this week's roundup of customer experience insights!
Think about how satisfying it is when someone handles what you need before you even ask.
That’s what happens when you stay a step ahead of your customers. Instead of patching things up later, you’re guiding them forward right now.
By anticipating future hiccups, adding thoughtful touches, and looking past the usual data, you’re showing you really get them. It’s not complicated, but it can make a big difference in how they see you—and how much they trust you.
Ready to find out more? Dive into this week’s links and see how others are putting this idea into action.
Happy reading—and stay curious, DCXers!
-Mark
Introducing: The "DCX One-Minute Mentor" Series!
Before we get started, I want to share something I’m cooking up. And I’d love your guidance and suggestions in order to bring you the highest value.
Here’s the premise: A series of super quick, easy-to-digest videos and articles with punchy tips for CX pros. Just one minute to get a dose of inspiration, actionable advice, or a challenge to kick your CX skills up a notch.
Here are some topics coming soon:
Handling Nightmare Customers: How to keep your cool, show empathy, and flip those frustrating moments into wins.
Personalization Hacks: Tricks to make every customer feel like they’re the only one that matters, without going overboard.
Moments That Wow: Real examples of surprising customers in ways that make them love your brand and tell their friends.
These quick hits are all about helping you take action right away, see the impact, and keep getting better without any hassle. Whether you're leading a team or on the front lines, there's something here for you.
What do you want to see in the "DCX One-Minute Mentor" series? Drop your ideas below, and let’s make this a community effort! Thanks!
And now, here are this week’s must-read links:
Think One Step Ahead Of Your Customer
Will.i.am’s Next Move: Smart Gear That Actually Does Something
Create 3D Worlds From a Single Image
Bringing Back the Human Touch
When Algorithms Drain the Fun
Promoting Purpose in Digital Habits
Think One Step Ahead Of Your Customer
Matt Dixon, founder of DCM Insights and former Chief Research officer at conversational intelligence firm Tethr, reveals the power of proactivity in customers through a support call he made to Dyson’s support team. The agent on the line didn’t just solve his current issue. They went further, spotting a likely future problem and fixing it right away—no separate call needed, no extra hassle.
Why It Matters
• Instead of waiting for Matt to call back, Dyson handled both the “now” and “later” in a single go.
• That small move saved everyone time and left Matt feeling more understood, not just patched up and pushed along.
For CX Pros
• Don’t just knock out the problem at hand—look around corners.
• Show customers you see their bigger picture. A preemptive fix turns a decent experience into something genuinely impressive.
From Dixon’s Perspective
He wasn’t just impressed by the technical fix. It was the gesture: Dyson proved they cared enough to handle what was next, not just what was wrong today. It’s a lesson that sticking to the script isn’t always the best move. Sometimes, showing customers you’re thinking ahead can make all the difference.
Will.i.am’s Next Move: Smart Gear That Actually Does Something
Will.i.am is done coasting on past hits. According to Haute Living, he’s all-in on tech that does more than just look cool on a shelf. He’s investing his time and name into tools that can solve real problems, not just generate buzz. By meeting with big-name investors, he’s pushing toward innovations that aren’t stuck in gimmicks, but instead feel relevant and long-term.
What’s Fresh Here
• Will.i.am is blurring lines between entertainment and technology—just think user-friendly products that address everyday issues, not flash-in-the-pan collectibles.
• He’s focusing on making tech approachable. The goal: gear that’s designed with humans in mind, more than just another device we never use.
For CX Professionals
• Consider how a shift in perspective might spark fresh ideas. Are you still following old playbooks or experimenting with new approaches?
• Customers care when products feel like they fit their lives. Maybe take a page from Will.i.am’s pivot: design solutions that actually serve a purpose and feel like they belong.
• Don’t rely on familiar paths if you want to keep people hooked. Customers respond to brands that deliver tangible improvements, not just impressive specs.
From the Author’s View
Haute Living suggests Will.i.am isn’t messing around. He wants to create a legacy defined by usefulness and impact. If he can channel his creativity into making tech that helps, rather than just entertains, that’s a powerful statement on what customers should expect next.
Moving Ahead
• Keep an eye on how these innovations land. Will audiences embrace products that speak to their real needs?
• For anyone in the CX space, it’s a nudge: Don’t be afraid to mix cultural relevance with practical functionality. Customers notice when you’re actually trying to make their lives easier. It may be time to rethink the entire way you approach product design and engagement.
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
Create 3D Worlds From a Single Image
Fei-Fei Li’s World Labs takes a single image and turns it into a world you can step into—no more staring at a flat picture. You can wander around, adjust the lighting, and play with depth, all right in your browser. It’s a bit cartoony now, but it’s already stable and interactive, showing that these virtual places aren’t just static scenes.
Why This Matters for CX Pros
• Tired of flat product shots or standard demos? Here, customers could actually move through your offering.
• Instead of spending weeks (and lots of cash) building out a super-fancy 3D environment, you’d have a faster, more flexible way to experiment.
• When customers feel like they’re inside your product’s world, they get more engaged and curious.
Backed by Big Names
World Labs secured $230 million from folks like Andreessen Horowitz and Ashton Kutcher, so there’s real confidence in this approach. They’re aiming for a 2025 release that targets artists, designers, filmmakers, and developers who want more than traditional production pipelines. With these tools, you could shape customer experiences in ways that feel less scripted and more exploratory.
Where It Could Go Next
• Think beyond standard product showcases—invite customers into a scene where they can check things out at their own pace.
• Easily test different layouts, features, or elements to see what customers actually respond to.
• Over time, higher fidelity and bigger worlds mean you’re not just offering an experience, but letting customers help shape it. Instead of guessing what they want, you’ll see it in how they move, what they click, and what they change.
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.
Bringing Back the Human Touch
KPMG’s 2024 Customer Experience Excellence Report points to one big truth about CX: it’s not about hitting targets or rolling out standard perks. Top brands are weaving trust, empathy, and authenticity into their day-to-day. Instead of treating customers like ticket numbers, they’re listening, adjusting, and showing they actually care.
What Stands Out
• They use customer insights to shape how they interact.
• They don’t rely on canned responses—they make things personal.
• They’re clear and honest, so people know what they’re getting.
For CX Pros
• Customers aren’t impressed by surface-level gestures; they want to feel heard.
• Personalizing your approach can win long-term fans.
• Empathy isn’t just a buzzword—it’s what keeps customers sticking around.
A View from KPMG
The report suggests that digging deeper into what customers really want, then acting on it, creates more meaningful relationships. It’s a reminder that long-lasting loyalty comes from being genuine, not from following a script.
Making It Happen
• Review how you use your customer data. Are you just collecting it, or putting it to work?
• Communicate clearly and show that you’re open to feedback.
• Keep exploring ways to make every interaction feel like it’s tailor-made.
When Algorithms Drain the Fun
Data-driven recommendations are nudging places—from bars to online stores—toward a bland, predictable look. That neighborhood hangout that once felt special? It’s now suspiciously similar to a dozen others.
What’s Really Going On
• Businesses lean too heavily on data that says, “This design works. This menu sells.”
• Sure, it’s safe, but it strips away character, originality, and the joy of stumbling onto something truly different.
Chatting With CX Pros
• If everyone’s following the same template, customers stop feeling that spark. Without new ideas or unexpected touches, loyalty fades.
• Mixing hard data with a sense of adventure might help your brand avoid becoming just another face in the crowd.
Author’s Warning
Enrique Rey, writing for El País shows that while algorithms can guide certain decisions, relying on them for every move leaves your brand as nothing more than another identical option. Think of it like a friend who always recommends the same spot—handy sometimes, but eventually boring.
What to Try Instead
• Don’t ignore data, but consider when to trust your instincts. Play with new ideas and trust your team’s judgment.
• Little deviations from the formula keep customers curious, engaged, and eager to stick around. In a world tilting toward sameness, small bets on uniqueness can pay off in customer loyalty.
Promoting Purpose in Digital Habits
Sarah Perez at TechCrunch highlights Intenty, a feature that asks users to state why they’re opening their phone. Instead of mindless tapping, it pushes for a small pause and a stated purpose. It’s meant to help people think twice about how they spend their digital time.
Adding a Brief Moment of Thought
• Intenty’s prompt feels simple, but it might have a real effect on reducing pointless phone checks.
• By turning an automatic action into a quick decision, it hints that even a small question can shift daily patterns.
Insight for CX Pros
• Consider how a tiny prompt can guide customers toward more thoughtful choices.
• Even one short question can help users reflect on their needs, boosting trust and building better engagement over time.
Looking at the Road Ahead
• CX professionals can take a page from this approach: add subtle reminders that encourage users to consider what they’re doing before they act.
• Over time, these small interventions might lead to more authentic interactions, stronger connections, and a healthier relationship between customers and the products they use.
Thank you!
This week’s links all point to one big takeaway: staying ahead of your customers makes a huge difference.
Whether it’s fixing issues early, adding thoughtful touches, or balancing data with creativity, it’s all about showing you care. When you anticipate what customers need and make their experience feel personal, you build trust that keeps them coming back. Keep thinking ahead—it works.
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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One more thing!
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.
Hi! About videos, it is interesting to discuss the topics of monetization of customer experience
Use this link to share other ideas. https://www.dcxnewsletter.com/survey/1530802 Thanks!