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Welcome to Decoding Customer Experience
Welcome. If something in your CX isn’t clicking, you’re in good company.
Maybe you’re drowning in competing priorities. Maybe you’re fighting for resources while your CEO asks for miracles. Maybe you’re tired of buzzwords and want actual tools that work.
You’re in the right place.
What This Newsletter Does
Decoding Customer Experience gives you what you need to lead in modern CX:
Every Tuesday: Your main issue arrives with three things:
Real stories and strategies that spark fresh thinking
Actionable tools you can use this week (worksheets, guides, templates)
Coaching that helps you navigate organizational politics and friction
Monday through Friday: DCX AI Today is your daily briefing on AI in customer experience. Bringing you the latest in CX AI news, tools, and data. Become the go-to person on your team for what’s next.
Every Sunday: DCX Links lands with six curated resources that save you hours of searching. The latest trends, insights that keep you ahead, and perspectives that challenge conventional thinking.
Customer experience that works—end to end, with AI as a force multiplier.
Who Reads DCX
CX professionals in over 100 countries at companies large and small, including Microsoft, Frontier Communications, Humana, Genesys, Qualtrics, JPMC, and many more, turn to this newsletter when they need answers.
These are 1,400+ leaders who face the same challenges you do:
Siloed organizations that resist change
Limited budgets and impossible timelines
Pressure to show ROI yesterday
Teams that need inspiration but have zero bandwidth
AI transformation happening faster than you can keep up
If you’re juggling all of this while trying to create customer experiences that actually matter, you’re home.
What Readers Say
“My go-to resource for knowledge on Customer Experience.”
“Staying on top of the latest CX trends is tough, especially with how AI is transforming the field. Thankfully, the DCX newsletter does a brilliant job of curating the must-know info.” Jimmy, CX Leader, Google
“Fascinating insights on customer behavior which reflects our generational trends, adaptation, and engagement!”
“Mark, this is my favorite digest of useful CX news and insights. I find something useful in every issue.”
“Really insightful digital customer experience tidbits from one of the smartest in the biz.”
Start with These
New here? Read these first:
AI Isn’t the End of Customer Service—It’s the Beginning of Something Smarter
ONE WEEK UNTIL The Psychology of CX 101 is available
Why Go Paid?
Free subscribers get the latest 6 weeks of Tuesday, Sunday, and daily newsletters. That’s valuable on its own.
Paid subscribers get all of that PLUS:
Instant access when you subscribe:
30 Days to Greater Influence ecourse (valued at $99) - Become the CX leader your colleagues turn to for critical decisions
The Psychology of CX 101 book and Read-along Workbook (valued at $36) - Master the hidden drivers of customer behavior with 101 practical principles
Full archive access - Over 3 years of articles, links, polls, podcasts, and research at your fingertips
Direct access to me - Paid subscriber chat - hit me up anytime with questions or challenges
7-day free trial. Cancel anytime.
Total value of instant resources alone: $135. Your investment? Less than lunch with a colleague.
Get Involved
This newsletter works because it’s a conversation, not a broadcast.
Got feedback? Tell me what’s working or what you want more of.
Stuck on something? Hit reply. I read every message. If you’re wrestling with a CX challenge, strategy question, or team issue, I’m here to help.
Just want to connect? Do it. I’d love to hear your story.
Your input keeps this fresh and valuable.
About Me
I’ve spent 25+ years building digital experiences, consulting on strategies, and leading CX teams at companies like Comcast, AT&T, CDK, Jaguar/LandRover, and more. I’m a practicing CX executive—still in the trenches—so I know the constraints you’re working under and what actually moves the needle.
I started this newsletter to be the resource I wish I’d had: straight talk, proven strategies, usable tools you can apply this week, and a community that shares what works.
If you’re serious about CX—and the role AI now plays—this is where we get practical and get results. Let’s build better experiences together.