DCX Links | May 25, 2025

CX is getting weird—and kind of wild.

Welcome to the DCX weekly roundup of customer experience insights!

This week’s stories all hit the same nerve: things are changing fast, and the old CX playbook is feeling pretty outdated. Personalization’s gone from cool to kinda creepy. Culture? It’s not something you can fix with a company-wide email. And AI? It’s already making moves most teams aren’t ready for.

The big theme? Control is out. Real connection is in. It’s not about having perfect systems—it’s about showing up in the messy, human moments that actually matter.

Let’s get into it.

Let’s dig in.

-Mark