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| Platform |  | Pricing | Only free issues | Publishes | Daily |
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dcxnewsletter.comLatest Issues
My AI Called Their AI About a Refund
Bob asks Alex for a refund, not an account credit.
“I need the money back this week,” I tell Bob.
Bob is my personal AI agent. I’m asking him to sort out an incorrect charge from the phone company while I get on with my day.
“If the norm...
The Best Service Move Happens Earlier
Welcome to the DCX weekly roundup of customer experience insights!
Four ways to fix the experience before the customer needs help.
Customer service gets blamed for a lot of problems it didn’t create.
The phone rings because the product...
Before You Say “We Could Build That With AI”
A business plan with a pillow
In the AI dream, I’m asleep.
Somewhere, a customer enters a URL. My software examines their website, finds the friction, produces a useful report, and delivers it. The payment goes through. Everyone gets w...
The Spreadsheet Saves. The Customer Pays.
Welcome to the DCX weekly roundup of customer experience insights!
Savings always look cleanest on a spreadsheet.
Cut store hours and somebody still has to stock the shelf. Add one careless phrase to a medical record and the patient has...
Your Next Loyalty Investment May Belong in Billing
58% of consumers say billing and payments influence how they judge a company’s overall service quality.
Asked a related question, only about 5% of service providers called billing a major driver of customer loyalty.
The two questions a...
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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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