Why the Best CX Leaders are Leaving Features on the Cutting Room Floor
DCX Links | December 14, 2025
Welcome to the DCX weekly roundup of customer experience insights!
Customer experience feels noisy right now.
Everywhere you look, there’s a new framework, a new AI promise, or a new prediction about how everything is about to change. But when you step back and look at what’s actually working, a simpler pattern shows up.
The teams making progress aren’t doing more. They’re doing less on purpose. They’re cutting friction instead of adding features. They’re paying attention to the moments that actually matter to customers. And they’re making sure someone owns the follow-through when feedback comes in.
That shows up this week in a few powerful ways. Sharp is treating simplicity as a strategy, not a design preference. KPMG’s research reinforces that CX only pays off when you act at the right moment, not when you automate everything. Shopify is pushing commerce toward AI-native experiences, but the data is also clear that humans still matter when trust, emotion, or money is on the line.
There’s also a quiet reminder running through these stories. Insight isn’t the hard part anymore. Influence is. CX moves when the right people are willing to stand in the work, connect it to real outcomes, and see issues through to resolution.
If you’re responsible for CX results, not just CX conversations, this week’s reads will feel familiar in the best way. Less hype. More clarity. And a clear signal that experience still wins when it’s simple, timely, and actually acted on.
Let’s get into it.
This week’s must-read links:
The TV as the New CX Hub
“Signal Moments” Are Where CX Actually Gets Paid
Commerce Built for an AI-Native World
CX Power Comes From Standing, Not Titles
The “Agentless” Future Is a Myth—even for the Fortune 500
What Happens When Feedback Actually Gets Fixed
The TV as the new cx hub
Sharp isn’t trying to win the smart TV arms race on specs alone. In an interview with TWICE, SVP Grace Dolan makes the case that simplicity, value, and integration now matter more than feature overload. I know Grace Dolan. We worked together at Frontier Communications, and this interview reads exactly like how she operates. Clear point of view. No noise. Relentless focus on what actually helps the customer. Sharp’s new AQUOS QLED Smart Xumo TV reflects that same discipline. Less feature flexing. More everyday value.
Why it matters:
CX leaders should pay attention to where Sharp is drawing the line. Premium performance under $1,000 forces ruthless prioritization.
Dolan frames “ease of use” as a strategic choice, not a UX afterthought. Complexity has become a tax on adoption.
The TV is positioned as a control point, not a destination. That shifts how discovery, voice, and ecosystem fit need to work.
What’s happening:
Xumo OS anchors the experience with universal search, personalized app rows, and access to 250+ apps and free channels.
Deep integration with Alexa, Apple AirPlay, and HomeKit signals a bet on fitting into existing lives rather than forcing new behavior.
Hardware choices focus on what customers actually notice. Picture quality, audio, clean setup, and reliability.
What’s next:
Sharp is exploring Matter, Bluetooth LE, and expanded APIs to reduce friction across devices.
The 2026 vision leans hard into “meaningful innovation.” Faster, clearer, simpler.
A reminder that CX leadership often shows up in what you leave out.
🔗 Go Deeper: Twice
“Signal Moments” Are Where CX Actually Gets Paid
Customer satisfaction has stalled. KPMG’s latest Customer Experience Excellence Report says the way forward isn’t more journeys or more personalization theater. It’s spotting the right moments and acting fast. The winners are using Agentic AI to detect what KPMG calls “Signal Moments.” Subtle cues that tell you when a customer is ready for help, guidance, or a higher-value experience.
Why it matters:
Proactive beats reactive. Waiting for customers to ask is already too late.
Younger customers are raising the bar. Under-35 consumers are far more willing to pay for better experiences, especially in telecom, travel, and entertainment.
CX growth now comes from timing and relevance, not volume.
What’s happening:
Leaders like H-E-B, Edward Jones, and USAA use AI to detect life events and behavior shifts in real time.
Customers still want humans for complex moments. Digital works for basics, but trust breaks down when stakes rise.
Expectations are slipping. Satisfaction scores are slightly lower than four years ago, especially during use and support.
Reality check:
Customers will pay more only where it feels worth it. Discretionary sectors win. Utilities and public services face resistance.
Agentic AI works when grounded in experience strategy, not tech ambition.
“Total Experience” means marketing, sales, and service move together, or it fails.
🔗 Go Deeper: KPMG US Customer Experience Excellence Report
Commerce Built for an AI-Native World
Shopify just dropped its Winter ’26 Edition, branded the Renaissance Edition, with more than 150 product updates that shift the platform from reactive tools to proactive commerce enablers. These changes matter because they help merchants anticipate needs, reduce manual effort, and lean into AI-powered experiences that mirror how customers now think and shop.
Why it matters:
The update moves Shopify toward agentic commerce, where storefronts and tools don’t just display information—they act and react with intelligence.
AI becomes central, not optional. Merchants who embrace this shift early will shape experiences rather than just react to them.
For CX professionals, these changes close the gap between digital promise and execution by enabling personalization at scale.
What’s happening:
Sidekick evolves from an assistant to a collaborator that predicts what a merchant needs and can even build custom apps or workflows on command.
Agentic Storefronts enable products to be discoverable and sold inside AI chat platforms like ChatGPT and Copilot with a single toggle.
AI-powered tools now touch every stage of operations—from theme edits by natural language to pre-launch store checks that suggest improvements in minutes.
Reality check:
Early access and beta flags suggest not all features are live yet, so prioritizing what moves your key metrics first will matter.
These changes reduce reliance on external apps and custom code, but they’ll require merchants to rethink workflows to unlock value.
🔗 Go Deeper: Shopify
CX Power Comes From Standing, Not Titles
In Sam Stern’s latest CX Patterns interview with Lauren Feehrer, CCXP, the takeaway is blunt and useful. Customer experience progress doesn’t stall because teams lack insight. It stalls because no one has the influence to act on it. After a decade partnering with CX teams, Lauren has seen the same pattern repeat across industries.
Why it matters:
CX expertise alone rarely creates change. Organizational standing does.
The most effective CX leaders know how to work through trust, not authority.
External partners amplify progress only when there’s internal influence to activate it.
What Lauren sees up close:
Successful CX leaders are deeply connected to sales, service, product, and operations.
They understand what each group is accountable for and tie CX work to those outcomes.
They don’t lead with frameworks. They lead with relevance.
How real insight is built:
Lauren pushes teams to observe the experience where it happens.
Sales calls, store shifts, and contact center listening reveal gaps data alone won’t surface.
These moments expose whether stated values show up in real behavior.
Reality check:
When values are platitudes, customers and employees notice fast.
CX transformation begins when that discomfort is acknowledged instead of explained away.
Influence is built through consistency, credibility, and showing up.
🔗 More from CX Patterns
DCX Stat of the Week
The “Agentless” Future is a Myth—Even for the Fortune 500
DCX Stat: By 2028, 0% (not a single one) of Fortune 500 companies are predicted to have fully eliminated human agents from their customer service operations, despite massive AI investment. Furthermore, by 2027, 50% of organizations that planned to significantly reduce headcount via AI will have abandoned those plans after failing to meet “agentless” goals.
Takeaway: We are hitting a “complexity ceiling” where AI excels at routine tasks but fails at high-stakes, nuanced, or emotionally charged interactions. The future of elite CX isn’t “AI vs. Human”—it’s a hybrid model where AI handles the volume so humans can handle the value.
🔗 Source: Gartner
🔗 MORE STATS: Daily Stats on Substack Notes
DCX Case Study of the Week
What Happens When Feedback Actually Gets Fixed
If you’ve ever felt like customer feedback goes into a black hole, this one’s for you.
Company: Ingram Micro — a global B2B technology leader powering the IT ecosystem through its digital platform, Ingram Micro Xvantage™.
The Problem
Ingram Micro was collecting customer feedback everywhere — but acting on it nowhere consistently. Different regions used different tools. Ownership was unclear. And leadership couldn’t clearly see how “closing the loop” was affecting revenue or loyalty.
What They Changed
Instead of launching another survey, they fixed the system behind it. Ingram Micro rolled out a standardized, closed-loop feedback model inside their platform — one place to capture feedback, assign ownership, follow up on low scores, and track impact. Sales, support, product, and engineering all shared accountability.
What Happened Next
Customers whose issues were resolved generated 200% more revenue.
CSAT rose 9%.
Support volume dropped 12%, resolution time improved 18%, and digital engagement climbed 15%.
Why This Matters
Listening doesn’t drive growth. Resolution does. When feedback is owned and acted on, CX stops being a metric and starts becoming a multiplier.
Quote
“When feedback is owned, resolved, and visible across teams, customer experience becomes a business advantage.”
Further Reading
CXPA Proven Business Impact Case Study: Ingram Micro — Driving Business Growth and Customer Loyalty Through a Closed-Loop System
Have a case study to share? Reply and let me know!
🔚 Final Thought
If CX work feels heavy some weeks, you’re not imagining it. The expectations are high, the change is constant, and the wins do not always show up right away. That does not mean the work is not landing.
Every bit of friction you remove, every moment you choose to act instead of wait, and every customer issue you help get resolved builds trust. And trust is still what customers remember when everything else fades into noise.
Keep going. Stay close to the work. What you’re doing matters more than you probably hear.
Thank you!
If this edition sparked ideas, share it with a colleague or team member. Let’s grow the DCX community together!
👋 Let’s Talk
I didn’t create this newsletter to just push out ideas. I created it because I believe the people building experiences — the ones in the trenches, solving real problems — don’t get nearly enough space to think, reflect, and connect.
And if I’m honest… the part that matters most to me isn’t the writing. It’s you — the person reading it.
So if something in here resonated, challenged you, or even just made you pause — I’d love to hear from you.
Got feedback? Tell me what landed, what didn’t, or what you wish I’d cover next.
Facing a tough challenge? Reach out. Whether it’s strategy, team dynamics, or just feeling stuck — let’s talk it through.
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No ego. No fluff. Just real conversations with real people trying to build better things.
DMs, emails, comments — they’re always open.
— Mark
www.marklevy.co
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