CX leadership is harder than it looks. Decoding Customer Experience makes sure you're never facing it alone.
I’m Mark Levy — CX and product executive, consultant, author, and speaker with 25 years of leading customer transformation in complex corporate environments, including Comcast, Frontier Communications, AT&T, Nokia, Jaguar Land Rover, and more. I built DCX because it’s what I wish I’d had.
If you lead customer experience and you’re tired of doing the hard work without the recognition, the budget, or the influence to match, this is built for you.
Decoding Customer Experience (‘DCX’) exists for one reason: to make you the CX leader your organization can’t afford to lose.
Read by 1,500+ CX professionals at Microsoft, Google, Comcast, Humana, Genesys, Qualtrics, JPMC, and more every week.
What you get
DCX delivers three things every week:
Tuesdays — The DCX Newsletter. One focused issue: a clear framework, real examples, and tools you can apply this week.
Mon–Fri — DCX AI Today. A daily briefing on how AI is reshaping customer experience — news, tools, and analysis curated for CX leaders who need to stay ahead without drowning in feeds.
Sundays — DCX Links. Six curated resources that save you time and challenge your thinking. The best of what’s happening across CX, delivered once a week.
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Who DCX is for
Mid-to-senior CX, digital, and product leaders dealing with:
Siloed orgs that resist change
Limited budgets and impossible timelines
“Show ROI yesterday” pressure
Teams with zero bandwidth that still need wins
AI transformation moving faster than your roadmap
If that's your world, this is what you've been missing.
Become a Member
Why I built this
Because I’ve been where you are — and I know how lonely it can feel to be the one pushing for the customer when no one else in the room seems to care. I’ve seen what happens when one empowered CX leader gets the right tools and the right framing. They don’t just do better work. They change their organization. My mission is simple: give you what you need to be that leader.
Start reading
Here are the best places to begin — picked because they represent the range of what DCX covers and tend to resonate most with new readers:
Get involved
This newsletter works because it’s a conversation.
Feedback: Tell me what’s working and what you want more of.
Stuck on something? Hit reply. I read every message.
Want to connect? I’d love to hear your story.
Ready to start? Join for free below. This is where serious CX leaders come to stay sharp — and you should be one of them.
Mark Levy | LinkedIn | marklevy.co