Decoding Customer Experience
Mark LevyBecome the CX leader your company can't afford to lose.
| Platform |  | Pricing | Freemium | Publishes | Daily |
|---|---|---|---|---|---|
| Issues | 340 | Founded | 5 years ago | Last Issue | 4 days ago |
| Active | |||||
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AI Will Not Save Customer Experience From Weak Leadership
AI is about to make bad customer judgment look disciplined, repeatable, and hard to challenge. That’s what changes the CXO job before most org charts admit it.
Until now, the CXO’s job has mostly been about bringing customer reality into t...
Customers Are Hiring Backup
Welcome to the DCX weekly roundup of customer experience insights!
Most companies still treat customer effort as a UX problem: a few too many clicks, a clumsy page, a long hold time.
But some of the worst effort lives elsewhere. It’s th...
The Free Money Experience
Prediction markets are usually described as truth machines. Too clean.
Polymarket and Kalshi are not just markets for elections, rate cuts, sports, IPOs, weather, court cases, and whatever else the internet can turn into a yes-or-no que...
The Hidden System Is the Service
Welcome to the DCX weekly roundup of customer experience insights!
Customers don’t experience your promise as a slogan. They experience the machinery behind it.
A support problem needs a real path to resolution. A treatment needs a way...
The CX Stack Is Eating the Org Chart
The easy take is that the CX stack is getting smarter.
The sharper read: the stack is starting to do what the org chart used to do.
Every time a bot refunds a charge, blocks an offer, or closes a ticket without a human, that’s the stac...
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| Subscribers | Engagement | 73 | Monthly Web Visits | ||
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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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