🐽 Is Your CX Ready for the Big Bad Wolf?

Your CX Strategy Might Be a House of Straw—Here’s How to Assess and Fix It

---

📌🚀Grab my Free 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:

---

Join the global community of 1,000+ CX trailblazers! Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Don’t miss out—join the movement today!

---

Are You Building Your CX Strategy Like a Fairy Tale?

You know The Three Little Pigs, right? Turns out, it’s not just a kids’ story—it’s a CX survival guide.

When the big bad wolf (aka budget cuts, shifting customer expectations, or the latest crisis) comes knocking, will your CX strategy hold up?

Or will it collapse under pressure?

Too many CX teams are patching things together with straw and sticks—quick fixes, bandaid solutions, firefighting mode always on.

They react instead of preparing, hoping their customer experience programs will survive the next wave of disruption.

But the CX teams that succeed?

They build with bricks.

They invest in the right foundation—one that stands strong no matter what comes their way.

How to Become a Brick CX Pig

Customers at the Core

CX isn’t a department—it’s the strategy.

It drives product design, marketing, operations—everything.

When CX is woven into the company’s DNA, every decision considers the customer first.

Tech That Won’t Buckle

No more clunky, outdated systems that crumble under pressure.

Scalable, flexible platforms keep CX strong—growing with your needs, integrating seamlessly, and empowering teams to deliver consistently great experiences.

Playing Offense, Not Defense

Waiting for customers to complain?

That’s a losing game.

The best CX leaders anticipate needs, act on real-time data, and proactively solve problems before they arise.

Leadership That Backs CX

If executives don’t prioritize CX, you’re fighting an uphill battle.

Show them the numbers, prove the ROI, and position CX as a revenue driver—not just a feel-good initiative.

AI + The Human Touch

Automation is great—until it makes customers feel like they’re talking to a robot.

The best CX teams balance efficiency with empathy, using AI to streamline but always keeping a human touch where it matters most.

Scalable Processes That Don’t Crack

Can your CX strategy handle a sudden demand spike?

Can your support team pivot fast in a crisis?

Brick-built CX strategies don’t break under pressure—they flex, adapt, and keep delivering.

So, What’s Your CX House Made Of?

If it’s straw or sticks, the next storm will expose the cracks.

The next budget cut, customer shift, or tech disruption will knock it down.

Now’s the time to reinforce your foundation—before the wolf shows up.

The strongest CX leaders don’t wait for disaster. They prepare.

---

---

5 Moves to Strengthen Your CX Foundation Today

1. Check Your Tech Stack – Look at one key system (CRM, chatbot, self-service portal). Is it helping or hurting? If it’s slowing down customers or your team, fix it.

2. Find & Fix a Weak Spot – Where are customers dropping off? What’s frustrating them? Pick one small, high-impact fix—like cutting response times or simplifying a process—and make it happen.

3. Get Leadership on Board – If execs don’t prioritize CX, you’re swimming upstream. Book a meeting, bring the data, and show how CX drives revenue and retention, not just satisfaction scores.

4. Balance AI & the Human Touch – Automation should be efficient, not robotic. Review one automated touchpoint (chatbot, email flow, self-service FAQ) and make sure it feels human.

5. Pressure-Test Your CX Strategy – What happens if demand spikes overnight? If a crisis floods support? Run a quick CX stress test—simulate a surge, find the weak link, and strengthen it now.

---

---

CX Strategy Self-Assessment: Straw, Sticks, or Bricks?

You’ve read the playbook—now, let’s see where your CX strategy really stands.

Take this quick self-assessment to find out if your foundation is solid or if a strong wind could blow it down. Just five key questions to help you pinpoint gaps, reinforce your strengths, and take action before the next disruption hits.

Grab a pen (or just count your answers), and let’s get started:

How often do you update your CX strategy?

A) Only when something breaks.
B) Occasionally, but not consistently.
C) Regularly, with a proactive plan.

When a customer issue arises, how does your team respond?

A) Scramble to fix it with temporary solutions.
B) Address it, but mostly reactively.
C) Solve it efficiently, with systems in place to prevent recurrence.

Does leadership actively invest in CX?

A) Nope, CX isn’t a priority.
B) Sometimes, but buy-in is a struggle.
C) Yes, CX is seen as a critical business driver.

How balanced is your AI and human support?

A) Too much AI—customers feel disconnected.
B) AI helps, but it’s not seamless.
C) Perfect mix—automation + human where it matters.

How does your CX strategy handle high demand?

A) It falls apart, and the team scrambles.
B) It bends but doesn’t break.
C) It holds strong, thanks to proactive planning.

Your Results:

• Mostly A’s: Your CX house is made of straw—one strong gust, and it’s gone. Time to reinforce.

• Mostly B’s: You’ve got sticks—there’s structure, but a major storm could still do damage.

• Mostly C’s: You’re a brick-built CX leader—resilient, strategic, and ready for anything.

Your Turn: What Brick Are You Laying Today?

Every action, no matter how small, moves you toward a stronger CX strategy.

What’s one step you can take today that will make an immediate impact?

Hit reply and share your move—or forward this to your team and start the conversation.

---

---

What Successful CX Leaders Do on Sundays

DCX Links: Six must-read picks to fuel your leadership journey delivered every Sunday morning. Dive into the latest edition now!

---

👋 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? Whether it’s a CX challenge, strategy question, or team issue, hit me up—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. Can’t wait to hear from you!

— Mark

www.marklevy.co
Follow me on Linkedin

---

Thanks for being here. I’ll see you next Tuesday at 8:15 am ET.

👉  If you enjoyed this newsletter and value this work, please consider forwarding it to your friends and colleagues or sharing it on social media. New to DCX? Sign Up.

---

---

📌🚀Grab my Free 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:

---

Join the global community of 1,000+ CX trailblazers! Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Don’t miss out—join the movement today!