Decoding Customer Experience

Decoding Customer Experience

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When the AI Storyline Hit the CX Wall
What Companies Get Wrong About CX in the AI Era
 • 
Mark Levy
Your Customer Isn’t the Problem. Your Organization Is.
A manifesto for leaders willing to face the truth their customers already know.
 • 
Mark Levy
Ba-dee-ya, say, do you remember?
Why the next breakthrough in customer experience won’t be a smarter bot — it’ll be a system that remembers what mattered.
 • 
Mark Levy
When Persuasion Becomes Automation: Designing for Trust in AI
As AI learns to influence more effectively, the ethical stakes rise.
 • 
Mark Levy
Your Customers Can’t Tell What’s Real Anymore
Deepfakes aren’t just changing media — they’re changing trust. Here’s what that means for every CX leader.
 • 
Mark Levy
Agentic AI vs. AI Agents: Stop Pretending They’re the Same Thing
The CX Shift You Can’t Ignore
 • 
Mark Levy
Stop Reacting. Start Anticipating.
Your customers don’t wait—and neither should your CX. Discover how agentic AI helps teams predict, act, and build loyalty before the first complaint…
 • 
Mark Levy
When Service Failures Hit Deeper Than Expected
Why customer experience teams need a trauma-informed approach
 • 
Mark Levy
Five Principles Behind the Customer Experiences People Never Forget
The Psychology of CX 101 Fieldbook
 • 
Mark Levy
The Psychology of CX 101—Available Now
If you’re responsible for winning and keeping customers this book is for you.
 • 
Mark Levy
AI Isn’t the End of Customer Service—It’s the Beginning of Something Smarter
Why the future of support belongs to humans who guide machines—not those who clean up after them.
 • 
Mark Levy
Forget CX “Delight.” Do This Instead
Your customers don’t want “delight.” They want results. Here’s the 5-step playbook to shift from theatrics to trust.
 • 
Mark Levy
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