DCX Links | March 9, 2025
The best CX feels effortless. But behind the scenes, it’s anything but.
📌🚀Grab a Copy Today: A CX Leader’s Guide to Organizational Buy-In
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Learn how to rally every department around customer obsession, click the button below to get started:
Welcome to the DCX roundup of customer experience insights!
This week, we’re diving into the psychology of great CX, the leaders who actually walk the talk, and the AI-driven innovations that are reshaping the game. From mental shortcuts to leadership shake-ups to AI that actually makes life easier (not just flashier), these insights will challenge the way you think about CX.
Because customer experience isn’t just about better products or smoother processes—it’s about understanding what really drives people.
Ready to level up? Let’s go.
Happy reading—and stay curious, DCXers!
-Mark
This week’s must-read links:
How Your Customers Think Matters More Than You Think
Customer-Obsessed Leadership: Less Talk, More Action
10 CX Leaders Spill Their Best Advice
The Joy of CEHX: Aileen Day’s Bold Take on CX, EX & HX
Daily Harvest’s AI Recipe: Less Guesswork, More Yum
AI & Leadership: Smarter Moves, Not Just Faster Ones
How Your Customers Think Matters More Than You Think
Why you should care:
Your customers don’t see your product the way you do. They see it through the lens of what they already know. Get that wrong, and they get confused. Get it right, and they glide through your experience like they’ve been using it for years.
Real-world proof:
Some of the best UX wins come from playing into users’ existing mental models:
Tesla’s charging ports—Placed exactly where gas tanks used to be. Not because it makes sense, but because it feels right.
Old-school cars—Looked like horseless carriages because people weren’t ready to trust a box on wheels.
Slack’s channels—Required a whole lot of explaining because “email but better” wasn’t an obvious concept in 2014.
Miro & FigJam—Made digital whiteboards feel like real ones, so your brain didn’t have to work too hard to adapt.
Why this works:
Familiarity wins—People don’t like learning new things unless they have to.
Design needs training wheels—Give users something recognizable to hold onto.
Mental shortcuts matter—If it looks like a folder, feels like a folder, they’ll treat it like one.
Make this work for you:
Do the homework—Talk to customers. Figure out what they expect before you try to wow them.
Onboard like a champ—If your experience needs explaining, make that explanation easy.
Spot the friction—Where do people get stuck? Fix that.
🔗 Full breakdown? Right this way → Growth Design
Customer-Obsessed Leadership: Less Talk, More Action
Let’s be real—every company says they care about customers. But the ones that actually show it? Those are the ones customers never want to leave.
Brent Gleeson, a former Navy SEAL turned entrepreneur, lays it out:
Building a customer-obsessed culture isn’t about slogans or fluffy mission statements. It’s about leadership, execution, and making damn sure every interaction leaves a mark.
What today’s customers actually want
They’re not just looking for a product. They’re looking for an experience. They want brands that engage, feel human, and anticipate their needs.
More than transactions—64% want brands to engage with them.
Authenticity over polish—75% prefer real, human messaging over corporate jargon.
Seamless experiences—They don’t care how they interact with you, just that it’s easy and consistent.
And if you’re not delivering? They’ll find someone who will.
The leaders who get it
They don’t just manage teams. They build movements. They know that emotional intelligence, clear communication, and relentless curiosity separate the good from the legendary.
How to build a team that gets it:
Hire for customer obsession—Skills can be taught, but a customer-first mindset is priceless.
Train beyond the basics—Make sure employees have the tools and autonomy to wow customers.
Reward the rockstars—Recognize and celebrate employees who go above and beyond.
The tech advantage
The best brands don’t just react—they predict. AI, automation, and data-driven insights make personalization feel effortless. Companies that master this aren’t just providing service; they’re delivering magic.
The bottom line
Customer obsession isn’t about checking boxes. It’s about making customers feel seen, heard, and valued at every touchpoint. And the companies that get this right? They don’t just win. They own their markets.
🔗 Read the full article here → Brent Gleeson on Forbes
Brent’s Website
10 CX Leaders Spill Their Best Advice
So You Don’t Have to Learn the Hard Way
Why it matters:
If you want to nail customer experience, why not steal some wisdom from the pros? CX Today rounded up lessons from 10 leaders who’ve been in the trenches, and let’s just say—they’ve got thoughts.
Biggest Takeaways:
Innovate or get left behind. Customers don’t wait around for you to catch up. Oracle’s Andrew Morawski says constant CX innovation is the key to staying relevant.
If your team isn’t bought in, good luck. Rosebella Abok from ENGIE Energy Access reminds us that great CX starts inside—if your employees aren’t on board, customers will feel it.
Want loyal customers? Invest in them. Jacob Eells at CareScribe makes it simple: Better CX = more loyalty. It’s not rocket science, just good business.
Empathy isn’t optional. Priceline’s Kumaraguru Loganathan preaches the power of listening and actually caring—even when the solution isn’t perfect.
Move hearts, heads, and hands. Georges Essama at Cameroon Telecommunications says CX isn’t just about systems—it’s about emotions, knowledge, and action.
Collaboration isn’t just a buzzword—it’s a survival strategy. Susanna Basque at SCIEX reminds us that CX is a team effort. If you’re not working across departments, your initiatives will never stick.
Internal silos are CX killers. Stacy Sherman, Founder of Doing CX Right, warns that when teams don’t talk, customers suffer—getting passed around with no resolution. Fix the silos, fix the experience.
Data isn’t enough—share the story behind it. Justin Robbins at Metric Sherpa says CX shouldn’t happen in a vacuum. The best leaders align frontline insights, executive strategy, and customer needs into one shared vision.
Never lose sight of what customers actually want. Dennis Parker at AWS points out that the best experiences are invisible—so seamless, customers don’t even notice.
Chasing the wrong metrics can ruin CX. UJET’s Baker Johnson reminds us that too many companies prioritize efficiency over customer empathy—leading to bad decisions that hurt the experience.
Source
More on CX Today’s All-Star Initiative
The Joy of CEHX: Aileen Day’s Bold Take on CX, EX & HX
Why You’ll Want to Read This
Aileen Day is about to shake up the CX world with her first book, The Joy of CEHX (yes, it’s pronounced ‘sex’—she knows what she’s doing). Dropping on International CX Day (October 7, 2025), this book is all about making customer, employee, and human experience actually work together.
The Big Idea: CX Alone Won’t Save You
CX, EX, and HX aren’t separate—they’re a power trio. Day’s CEHX framework breaks down how brands can ditch the silos, create real connections, and build businesses people actually love.
For CX Pros Who Like Their Truths Unfiltered
Still treating CX like a checklist? Prepare to get called out. This book isn’t about surface-level “customer-first” talk—it’s about building an actual business people love. Employees, customers, and, you know, humans all play a role.
Who’s Aileen Day?
Certified CX pro, speaker, podcast host, business therapist (yes, really), and all-around experience nerd. If anyone knows how to get brands out of their own way, it’s her.
The bottom line
This isn’t another dry business book—it’s a call to action for brands that actually want to be liked (and, you know, profitable). If you’re in CX, EX, or just a fan of great experiences, get this on your shelf.
🔗 Pre-order here → aileenday.com.au/book/
Daily Harvest’s AI Recipe: Less Guesswork, More Yum
AI is now part of the Daily Harvest diet. The plant-based meal delivery brand isn’t just blending smoothies—it’s blending AI into everything to make ordering easier, support smarter, and deliveries fresher.
Your Menu Just Got Psychic
AI watches what you love (and what you almost clicked) to suggest meals that actually match your taste. No more mindless scrolling—just deliciously accurate recommendations.
Customer Service, Hold the Frustration
Forget the endless wait times. AI chatbots now handle the easy fixes, so human agents can tackle the weird, complicated, “Is my oat bowl supposed to look like this?” questions.
Keeping It Cool (Literally)
AI fine-tunes dry ice levels and packaging so your meals arrive fresh—without overkill. Less waste, better logistics, and no more solid-as-a-brick smoothie packs.
What CX Pros Can Steal From This
Daily Harvest isn’t using AI for the sake of it. They’re solving real problems, making customers’ lives easier while keeping operations smooth. The lesson? Use AI with purpose, not just because it’s trendy.
🔗 Full scoop here → Business Insider
AI & Leadership: Smarter Moves, Not Just Faster Ones
Why it matters:
AI is rewriting the rules of business. The companies that govern it wisely, invest in people, and form strategic partnerships will lead—the ones that don’t? They’ll be playing catch-up.
What’s happening:
MIT Sloan breaks down how AI is reshaping leadership, decision-making, and collaboration—and why banning it is the wrong move.
Key takeaways:
Culture drives success—not corporate slogans. Employees see through inauthentic leadership. If you want a strong culture, build it through action, not words.
Banning AI is lazy leadership—govern it instead. Companies that set smart AI guidelines, train employees to use it wisely, and focus on real business needs will thrive.
The best AI partnerships prioritize trust, not just tech. Data security, transparency, and shared value matter more than flashy AI features.
AI’s biggest wins take time. Expect a learning curve—real impact comes from long-term investment, not quick hacks.
CX Pros: Don’t Let AI Run the Show—Direct It
AI isn’t just about automation—it’s about creating seamless customer experiences, smarter decisions, and better business outcomes. The companies that get this right will dominate.
🔗 Full insights here → MIT Sloan Management Review
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
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📌🚀Grab a Copy Today: A CX Leader’s Guide to Organizational Buy-In
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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