DCX Links | March 16, 2025
The Rise of the Machines—And Why CX Pros Need to Pay Attention
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Welcome to the DCX roundup of customer experience insights!
AI isn’t coming—it’s already here. And it’s not just answering our questions anymore.
It’s watching, predicting, and deciding how customers experience the world.
Something big is happening in CX.
AI is no longer just a helpful assistant in the background—it’s stepping forward, making decisions, and even seeing customers in ways we never imagined.
It’s choosing what brands we interact with, detecting what’s real and what’s a scam, and even taking over jobs we thought required a human touch.
This week’s stories point to a future where customers don’t search, tap, or scroll—they just ask.
Where businesses don’t wait for customers to tell them what’s wrong—they already know.
Where AI isn’t just responding—it’s running the show.
If that makes you a little uneasy… good. Because ready or not, the machines are here. And CX will never be the same.
Happy reading—and stay curious, DCXers!
-Mark
This week’s must-read links:
Your Phone Just Got Smarter—Like, Really Smart
The CX Report Card for 2025: What Customers Really Want
Scam Spotting Just Got an Upgrade
Customers Are Over Bad Experiences—And They’re Not Quiet About It
McDonald's Is Getting a Brain Upgrade—And So Is Your Drive-Thru
Meet Charlie: The AI Agent That Sees You
Your Phone Just Got Smarter—Like, Really Smart
Wait, what? Deutsche Telekom is cooking up an AI-powered phone that ditches apps altogether. Instead of tapping and swiping, you just ask and the AI handles the rest. No more app clutter—just seamless, context-aware assistance.
Why CX folks should care: If this catches on, it’s going to blow up how customers interact with brands. No apps, no menus, just straight-to-the-point AI assistance. That means businesses will have to rethink how they connect with customers.
What this means for CX pros:
App graveyard? If AI takes over, app-based journeys could be toast. Time to think beyond the app store.
AI as the gatekeeper: Customers won’t be choosing brands—they’ll be recommended brands by their AI. Your job? Get on that AI’s good side.
Personalization goes next level: This isn’t just “Hey [First Name]” in an email—AI will anticipate needs before customers even ask.
The big question: Are we ready for a world where customers never visit our sites, download our apps, or call support—but still expect a flawless experience?
🔗 Full breakdown? Right this way → Source
The CX Report Card for 2025: What Customers Really Want
The big takeaway? Just because a customer is satisfied doesn’t mean they’ll stick around. Shep Hyken’s latest research on The State of Customer Service & CX 2025 reveals that 1 in 4 satisfied customers won’t return—because “good enough” isn’t actually good enough.
Why it matters for CX pros: Your customers aren’t comparing you to your competitors. They’re comparing you to the best experience they’ve ever had. Whether that’s Amazon, Apple, or their favorite local coffee shop, expectations are sky-high.
The trends you need to know:
AI-powered service is booming – 50% of customers have resolved an issue with AI, up from 32% last year.
Patience is thin – 66% say long hold times are deal-breakers, and 34% would rather go to the dentist than call customer support.
Convenience wins every time – 91% of customers say a frictionless experience is critical. If you make things easy, you keep them.
Loyalty isn’t what you think – Customers are often more loyal to their loyalty program than the actual brand.
AI ≠ trust – 70% worry about data privacy when dealing with AI, and 57% still find AI-driven service frustrating.
What this means for you:
If you’re still focused on “meeting expectations,” you’re already losing. Customers expect seamless, personalized, and proactive service. Make it easy, make it fast, and make it matter—because average won’t cut it anymore.
🔗 Get your free copy→ Source
Norton Genie AI
Scam Spotting Just Got an Upgrade
What’s the deal? Norton just launched Genie, an AI-powered scam detector that helps you avoid phishing, sketchy links, and too-good-to-be-true offers. Just upload a screenshot or paste a link, and Genie calls out the scam before it can ruin your day.
Why CX pros should care
Because when customers get scammed in your brand’s name, guess who they blame? Yep—you. Fake emails, bogus texts, and scammy websites destroy trust, flood support lines, and make your real communications look shady.
What makes Genie worth paying attention to?
It’s like a BS detector for scams – Genie scans messages and links in real-time, so customers can know what’s fake before they fall for it.
No subscription, no excuses – It’s free to use, meaning customers actually might use it.
AI that learns on the job – The more it scans, the smarter it gets. Scammers evolve, but so does Genie.
The CX connection:
Fewer "Is this real?" emails – If customers can check for scams themselves, that’s less work for your support team.
Brand trust booster – Scammers make you look bad. Helping customers avoid them makes you look good.
Safer customers = happier customers – No one likes feeling duped. Protecting people from scams strengthens loyalty.
Bottom line
Scams aren’t just an IT problem. They’re a CX nightmare. Norton Genie is a step toward protecting your brand and your customers before fraudsters can do damage.
🔗 Learn more→ Source
Customers Are Over Bad Experiences—And They’re Not Quiet About It
The scoop: Fresh research from Pegasystems and YouGov, reveals a harsh truth: 53% of consumers say interacting with businesses is too difficult, and 56% say it’s worse than a decade ago. Long wait times, outdated systems, and robotic self-service are pushing customers to their breaking point.
Why CX pros should care
If your experience feels like a chore instead of a smooth ride, customers won’t stick around. And worse? They’ll tell everyone. Frustrated customers don’t just leave—they leave loudly on social media, review sites, and word-of-mouth rants.
The biggest CX offenders:
Hold music hell – 63% say long wait times are a dealbreaker.
Self-service struggles – 34% abandon transactions when automation makes things harder, not easier.
Tech headaches – 29% say reps often blame system issues for delays.
"Didn't I just say that?" – 51% are fed up with repeating themselves to different agents.
The tech debt dilemma
Customers want an upgrade – 77% say businesses need to modernize their interactions.
Companies know they’re behind – 70% of business leaders admit outdated systems are holding them back.
It’s costing real money – Managing this “technical debt” drains an estimated $2.41 trillion annually in the U.S.
What CX leaders need to do:
Fast isn’t enough—be easy – If your customer has to think too hard, you’re already losing.
Fix self-service, or don’t bother – If your chatbot sends people in circles, it’s hurting, not helping.
Modernize or lose them – If your tech is clunky, it’s a retention problem, not just a budget issue.
The takeaway:
If customers feel like doing business with you is a frustrating obstacle course, they’ll take the easy way out—to your competitor. Modernize, simplify, and remove friction before they walk.
🔗 Read the release→ Source
McDonald's Is Getting a Brain Upgrade—And So Is Your Drive-Thru
What’s up? McDonald’s is going all-in on AI-powered everything, rolling out new tech across its 43,000 restaurants. The goal? Faster service, fewer mistakes, and a smoother experience for both customers and employees. Welcome to the future of fast food—no flying burgers yet, but we’re getting close.
The Ice Cream Machine Might Actually Work Now
McDonald’s is using AI-driven predictive maintenance to spot equipment failures before they happen. That means fewer breakdowns, fewer “sorry, the machine’s down” moments, and happier customers.
Less “Wait, That’s Not My Order” Moments
AI-powered computer vision will double-check your order before it’s handed over, reducing the chances of driving off with a Big Mac when you ordered nuggets.
Your Drive-Thru Chat May Now Be AI-Powered
McDonald's is testing voice AI to take your order. That means no more “Can you repeat that?” or “Did you say extra pickles or no pickles?” confusion. AI gets it right the first time.
Your Manager Might Be a Bot (And That’s a Good Thing)
A generative AI virtual manager is coming to handle admin tasks like shift scheduling. The goal? Less paperwork, more focus on customers.
What This Means for CX Pros
Fast is the new normal – If AI can speed up McDonald’s, customers will expect smoother service everywhere.
Automation isn’t scary—it’s smart – AI won’t replace humans, but it will handle the boring, repetitive stuff so employees can focus on real service.
Seamless = Satisfied – Predictive maintenance and AI-driven accuracy mean problems get solved before customers even notice them.
The Big Mac Question
If McDonald’s can use AI to speed up service, reduce headaches, and improve accuracy, what’s stopping every other industry from doing the same? The bar for effortless CX just got higher—and customers are hungry for it.
🔗 More details from WSJ.com→ Source
Meet Charlie: The AI Agent That Sees You
What happened: I took Charlie, Tavus’s AI-powered conversational video assistant, for a spin. I expected the usual robotic small talk. Instead? Charlie saw me. And I don’t mean in a deep, spiritual way—I mean he commented on my hair, beard, and outfit.
Cue my ‘oh shit’ moment.
AI isn’t just listening anymore. It’s observing. It’s reacting. It’s engaging like a real person. And that changes everything.
AI With a Side of Eye Contact
Charlie isn’t just processing words—he’s watching, recognizing, and responding like an actual human. Facial expressions, tone shifts, body language? Charlie picks up on it all.
No More Awkward Robot Pauses
Ever had an AI conversation that felt like yelling into the void? Not here. Charlie responds in real time (600 milliseconds, to be exact), making interactions flow like a real conversation instead of a delayed monologue.
Scalability Meets Personalization
Now, imagine deploying this kind of tech at scale—AI-powered reps that look and sound real, responding with actual emotion and context. Personalized CX without the burnout? That’s where we’re headed.
The Big (Creepy? Cool?) Question
Charlie made me realize something: AI is no longer just a tool—it’s an actual presence. If we’re here now, how long before AI-powered face-to-face brand interactions become the expectation?
The question isn’t if AI will take over some human interactions—it’s how soon customers will start expecting AI this intuitive in every experience.
🔗 Take Charlie for a test drive→ Source
In the next Decoding Customer Experience:
This Tuesday, I’ll break down a three-step framework for removing friction from your customer journey—so customers not only choose faster but feel 100% confident in their decision. I’ll also share a surprising tweak that helped one company increase conversions by 30% overnight. If your CX feels cluttered, this is the fix you’ve been looking for.
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 created this newsletter to help customer-obsessed pros like you deliver exceptional experiences and tackle challenges head-on. But honestly? The best part is connecting with awesome, like-minded people—just like you! 😊
Here’s how you can get involved:
Got feedback? Tell me what’s working, what’s not, or what you’d love to see next.
Stuck on something? Hit me up whether it’s a CX challenge, strategy question, or team issue—I’m here to help.
Just want to say hi? Seriously, don’t be shy. I’d love to connect, share ideas, or even swap success stories.
Your input keeps this newsletter fresh and valuable. Let’s start a conversation—email me, DM me, or comment anytime. I can’t wait to hear from you!
— Mark
www.marklevy.co
Follow me on Linkedin
📌🚀 Turn Every Team into Customer Champions
Ready to cultivate a customer-obsessed culture? A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does.
Learn how to rally every department around customer obsession, click the button below to get started:
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