Decoding Customer Experience
Mark LevyBecome the CX leader your company can't afford to lose.
| Platform |  | Pricing | Freemium | Publishes | Daily |
|---|---|---|---|---|---|
| Issues | 346 | Founded | 5 years ago | Last Issue | 8 days ago |
| Active | |||||
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dcxnewsletter.comLatest Issues
The Last 20% Is Where the Real CX Work Begins
The AI agent handles the first part of the conversation perfectly.
A customer contacts her broadband provider after a promotional discount expires and her bill goes up. The agent recognizes the issue, explains the increase clearly, and...
Customers Can Feel Who Owns the Choice
Welcome to the DCX weekly roundup of customer experience insights!
Four stories this week point to the same operating question: where should the work sit, and where does human judgment still matter?
A fare menu can offer more choice and...
The CXO Your Board Actually Needs
Most CEOs don’t need another executive reminding them that customers matter.
What they’re missing is someone who notices when customer behavior starts contradicting the assumptions the strategy is built on, can say what that costs, an...
Every System Change Creates a Customer Test
Welcome to the DCX weekly roundup of customer experience insights!
Four very different service changes point to the same test: did the customer’s job actually get easier?
A new app, policy, platform, or piece of store technology can loo...
The Company the CEO Sees Is Not the Company the Customer Gets
I’ve watched this happen more times than I can count.
A customer has called three or four times. They’ve explained the problem to different people, repeated information the company already has, and waited for callbacks that never came....
Audience Metrics
Subscribers, engagement, traffic and sponsorship for Decoding Customer Experience.
| Subscribers | Engagement | 74 | Monthly Web Visits | ||
|---|---|---|---|---|---|
| Accepts Sponsors | Estimated Cost per Ad | ||||
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Authors
The writers behind this newsletter.
Building great customer experiences is my passion. Ex-Comcast, Ex-Frontier/Verizon; Author of The Psychology of CX 101
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