The CX Pro's Guide to Recession-Proofing Your Career (And Your Company)
Why Recessions Are a CX Superpower Moment
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Let’s Not Sugarcoat It: When The Economy Takes A Hit, CX Usually Feels It First
Budgets shrink.
Teams get shuffled.
Suddenly, execs are wondering if "customer experience" is something they can live without.
But here's the deal: this is when CX actually matters most.
The folks who play their cards right during a downturn?
They come out stronger—with more say, more budget, and real career momentum.
Your Early Warning Advantage
Recessions don't start on earnings calls.
They start with your customers. And guess what? You're the one who sees it happening first:
Big purchases slowing down
Decision-making dragging out
Everyone getting extra price-sensitive
More "what if I need to cancel?" questions
Keep an eye on these trends.
Share them.
When leadership catches on, you’ll already be ahead of the game.
What Dashboards Miss
Not everything important fits on a chart.
Think back to 2008.
Luxury brands were stunned when their high-end customers started asking about financing options.
But CX teams? They noticed the empty parking lots, the cautious conversations, the vibe shift.
That stuff matters.
Drop those insights into your updates. Stories are sticky—spreadsheets, not so much.
How to Become Indispensable
During a downturn, you're not just boosting satisfaction scores.
You're protecting revenue. Make that crystal clear.
Say this:
“We’re protecting $X million in revenue.”
Not:
“We’re improving NPS.”
What to track:
Retention by customer segment: Identify which customer groups are sticking around and which ones are slipping. It helps you focus retention efforts where they matter most.
Revenue from repeat vs. new customers: Repeat customers are your low-hanging fruit for stability. This metric shows how much of your income is reliable versus risky.
Cost to retain vs. acquire: Retention usually costs less. This helps make the case that keeping customers is the smarter investment right now.
CLTV trends: If lifetime value is dropping, it's a red flag that needs immediate attention. Use this to prioritize improvements that increase long-term revenue.
Build out a "Customer Risk Report" with:
Early warning signs: Track behaviors like reduced purchases, downgrades, or silent churn to get ahead of problems.
Who’s at risk: Flag accounts or segments showing signs of disengagement or dissatisfaction.
How much revenue could walk: Quantify the financial impact if these customers leave—makes the threat real.
What you’re doing about it: Outline concrete steps you're taking, from personal outreach to new offers, to keep them on board.
What to Say When CX Is on the Chopping Block
Here’s how to reframe the conversation:
“Competitors will cut service right when customers need it most. Let’s be the brand they switch to.”
“Keeping customers is five times cheaper than finding new ones—and that gap’s growing.”
“Companies that stick with CX during a recession bounce back faster (Watermark Consulting).”
Bring the Right Ammo to Budget Talks
When it’s time to justify your team’s value, don’t just show up—show receipts. The finance team wants clear evidence of impact. Here’s what to bring:
How your retention stacks up against the industry: Show that your customer loyalty isn’t just good—it’s better than your peers. That’s a clear sign of CX success.
Trends in customer lifetime value (CLTV): Proving your customers are sticking around longer and spending more? That’s future revenue you can count on.
Cost per retained customer: This tells a powerful efficiency story. Keeping a customer is cheaper—and smarter—than acquiring a new one.
Revenue you’ve saved from churn: Quantify how much your actions have directly kept in the bank. This makes CX a revenue-saving function, not just a feel-good one.
Examples of market share gained through solid CX: Show how excellent service helped win over customers who were ready to leave competitors. That’s competitive advantage in action.
This Is Your CX Leadership Moment
Recessions shake things up.
But for the right CX leaders, they also open doors.
Start tracking the signs.
Build your plan.
Be the reason your customers stick around.
While others panic, you’re the one with a playbook.
Fast-Track Your CX Influence Starting Today
Master real-world influence skills with 5-minute daily lessons, practical challenges, and a proven 30-day system designed for CX leaders.
Your CX Recession Playbook
A downturn isn’t the time to pause—it’s the time to move. Here’s your month-by-month action plan to keep CX strong, responsive, and critical to the business.
Month 1: Build Your Early Warning System
Kick things off by getting clear on what’s changing with your customers. Your goal? Spot the storm before it hits.
Watch for spikes in ticket volume, drop-offs in funnels, or more self-service behavior
Share quick weekly "customer pulse" reports with the leadership team
Forecast retention risks based on what you’re seeing
Teach your frontline folks how to call out the red flags
Month 2: Be the Voice of the Customer
Now take those insights and make them count. Time to go from observer to influencer.
Tell leaders what customers are anxious about—and back it up with patterns
Pitch scrappy, effective retention plays (loyalty perks, little surprise-and-delight moments)
Show how your competitors are cutting back and where that opens the door for you
Month 3: Launch Your Proactive CX Plan
This is your moment to lead. While others are playing defense, you’re showing up.
Roll out payment flexibility, personalized offers, or small upgrades for loyalty
Proactively reach out to accounts showing signs of churn
Keep your CX standards high—it’s the easiest way to stand out right now
Play Offense While Others Freeze
In uncertain times, most teams go into survival mode. Not you. You’re here to lead.
Lock In Your Value:
Stay tight with revenue and sales teams: The closer you are to revenue, the more indispensable you become.
Drop CX impact numbers every month—don’t wait to be asked: Keep CX results front and center so leadership always knows your worth.
Show the dollars, not just the delight: Translate experience into economics. ROI speaks louder than NPS.
Shield Your Team:
Cross-train people to cover gaps: Makes your team more agile and less vulnerable when roles shift or shrink.
Document everything that matters: If someone leaves, the process doesn’t fall apart. That’s resilience.
Hire with purpose: less fluff, more impact: Focus on hires who move the needle, not just look good on paper.
Seize the Opportunity:
Keep tabs on where competitors are slipping up: Bad support, long wait times, clunky experiences—those are your cues to move in.
Reach out to customers who’re frustrated: Be the lifeboat. People remember who helped them when others didn’t.
Get ready to grow fast once the economy rebounds: When the market picks back up, you won’t be starting from zero—you’ll be accelerating.
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
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Thanks for being here. I’ll see you next Tuesday at 8:15 am ET.
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