This CX shift changes everything.

Plus a sneak peek at my new book.

Gain the CX AI Advantage

Introducing DCX AI Today — a daily 5 minute briefing designed for CX leaders who want to stay ahead of the curve with AI.

AI news. AI prompts. Real CX progress. For AI Curious CX Leaders.

DCX AI Today is a free add-on newsletter for subscribers of Decoding Customer Experience.

Here’s what you get:

• The latest AI news through the lens of customer experience

• Two fresh, practical AI prompts you can try that day

• All in under 5 minutes, Monday through Friday

👉 To get it delivered to your inbox each morning, if you’re already subscribed to Decoding Customer Experience:

Go to Settings → Subscriptions → Decoding Customer Experience, then toggle on DCX AI Today.

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Hope to see you there!

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You’ve done everything right.

Mapped the customer journey. Tuned up every click. Watched the metrics roll in.

But something still feels… off.

Customers hesitate.
NPS stays stuck.
People leave the experience frustrated or just checked out.

I’ve been there too.
Once, I tried canceling a subscription. Should’ve taken two minutes.

Instead?
Twenty minutes. Two support loops. A hidden button that felt like a trap.

By the end, I wasn’t just annoyed—I was over it.
Done with the brand, for good.

The issue wasn’t the interface. It was the intent.
That flow wasn’t made for people. It was made for control.

And that’s when it hit me:
Most CX strategies leave out one critical ingredient.

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When Logic Isn’t Enough