Mark Levy

Frontier Communications

Vice President, Customer Experience

MaxxoMedia

Publisher of the DCX Newsletter and Podcast- DCX brings you the latest in analysis, commentary, original reporting, and curated links about digital customer experience news, tools, trends, and reports.

Publisher - DCX Newsletter and Podcast

Author/Publisher of 365 Days of Accountability, 365 Days of Accountability Journal, 365 Days Daily Challenge Tests, and the Accountability Team Handbook

Author/Publisher

DCX Accountability Coaching - 1:1 coaching for customer-obsessed business leaders

Executive Coach

DCX consultant - CX strategy, digital transformation, execution, go to market advisor, business development

CX Management Consultant

Comcast

Directed strategy, design, and delivery of omni-channel sales and consumer self-service experiences across web, mobile app, chatbot, IVR, messaging, and on-box, driving increased digital sales and self-service transactions, reduced agent interactions, and increased NPS. Led team of three direct reports and 20+ team experience managers. Directed cross-functional relationship management with technology, marketing, design, product, sales, call center and tech operations, business intelligence and analytics, legal, and finance in support of experience team productivity.

Vice President, Digital Experiences 

Led transformation of Xfinity consumer account management and support experience across web and mobile apps. Developed convergence plan across all Xfinity lines of business to streamline experience and reduce number of sites and applications that customers needed to navigate. Led team of two direct reports as well as team of 20+ experience managers.

Vice President, Consumer Experience

Established new department and disciplines for Xfinity Mobile enabling delivery of superior customer and agent experiences, reducing operational costs guided by data, analytics, and insights. Defined strategy, vision, goals, operating model, and organization structure. Directed day-to-day CX and operations across all customer journeys and rapid response to mission-critical business issues and elevations. Developed people, processes, and technology required to quantify top CX and operational issues across XM and build framework for CX data gathering, analysis, and reporting. Oversaw new feature experience testing for release readiness with subset of participants and agents prior to roll-out to full customer/agent base. Administered customer and agent journey experience testing and analysis. Led team of four direct reports and ten team members.

VP, CX Delivery and Operations

Led customer experience team for consumer digital support via web and mobile app and agent experience team focused on agent tools for retail and call centers. Defined customer experience across all consumer touch points. Managed team of five direct reports.

XFINITY Mobile combines America's largest and most reliable 4G LTE network with our existing WiFi network to give our customers a better experience, and make wireless data more affordable. Up to 5 lines can be included with XFINITY Internet service at no additional charge, and there are no monthly line access fees or charges for unlimited nationwide talk or text. Customers will only pay for their devices and cellular data.

Senior Director, Product Management and CX

Citizen, Inc.

Led strategy and product development engagements for telecom and automotive clients including 
•	Comcast - Led team of 60 strategists, designers and developers to define and deliver the MyAccount and Support experience on web and apps for Xfinity Mobile.
•	AT&T – Executive advisor on product and go to market strategies for Connected Home, IP Communications, Connected Car, messaging, content publishing and tablet applications.
•	CDK/ADP Dealer Services – Account lead on multiple digital strategy initiatives including connected car, technology platform architecture and global data ecosystem transformation.

Senior Strategy Consultant 

Founder of boutique digital business strategy consultancy. Working with multi-national technology, telecommunications, media, and entertainment companies as well as emerging digital media start-ups. Providing services such as customer experience and digital transformation, strategic business planning and development, rights acquisition, new business and new market development, product development and distribution, introductions to key executives, and investment/market due diligence.

Clients include: Citizen, AT&T, Nokia, OVI, Evergig, Jaguar Land Rover, Cricket Wireless, CDK Global (formerly ADP Dealer Services), Alcatel-Lucent, Audiosocket, Moderati, Urban Planet Mobile, Jacked, Jivox, Vivendi, GameWorks, Funmobility, Viralheat, Alerts.com, MangoSpring, Hughes Telematics, Motricity, Starfish Television Network, Varitalk, Smilebox, Openview Partners, The Algonquin Group

Viralheat

Viralheat was a simple and an affordable way for brands, agencies, marketers and content producers to monitor content and engagement on the Web and across social networks.

Users could identify key trends, sentiment, understand community engagement, influencers and perform competitive analysis, with an emphasis on anticipating future actions and results. Founded in January 2009 by Rajeev Kadam and Vishal Sankhla, Viralheat was built with fanatical focus on scalability and speedy data analysis at disruptively low costs.

In June of 2011, Viralheat raised $4.25 Million from Mayfield Fund - http://www.prweb.com/releases/2011/6/prweb8605307.htm

In March of 2015, Cision acquired Viralheat 
http://globenewswire.com/news-release/2015/03/23/717852/10125949/en/Cision-Acquires-Viralheat-to-Provide-the-Industry-s-Most-Comprehensive-Social-Suite.html

Advisory Board Member

The eForum

eForum (formerly The MIT Enterprise Forum) builds connections to technology entrepreneurs and to the communities in which they reside.

MITEF produces a series of educational programs about entrepreneurship through a network of 28 worldwide chapters. Anyone interested in or involved with technology entrepreneurship is welcome to participate and join together to form the Enterprise Forum community. MIT Enterprise Forum is a global voice of entrepreneurship. It collaborates with hundreds of corporate and education organizations that connect technology entrepreneurs with resources which makes the commercialization of technology faster and easier.

Vice Chair 2011-2012
Programs Chair 2009-2011
Programs Vice Chair 2008-2009
www.mitwa.org

Vice Chair

UrbanWorld Wireless

UrbanWorld Wireless is one of the world’s premiere providers of digital entertainment services. UWW develops, markets and provides digital content and services including music, wallpapers, games and data services, all available directly for mobile devices.  

Headquartered in Los Angeles, CA, UrbanWorld Wireless is the first digital company dedicated to serving the urban youth market. The company boasts more than 2 million ringtones sold and features a roster consisting of David Banner, 3-6 Mafia, among others.  

As a leader in mobile marketing solutions, the company has worked with clients such as Jay-Z, Snoop Dogg, Chingy, Ja Rule and the Beastie Boys.  UWW is at the forefront of integrating wireless technology and the hip-hop lifestyle.

www.urbanworldwireless.com

AllAccess.com

Columnist covering a broad range of topics within the digital media landscape for leading online daily source of news, new music, artist information, radio programming tips, show prep, and related music and radio links.

www.allaccess.com

Digital Media Columnist

Corbis

Established and led first dedicated global operation focused on mobile device opportunities for Corbis, the world’s preeminent visual solutions provider, formerly privately owned by Bill Gates (now part of Getty Images). Developed global business strategy and hired key management team personnel. Executed brand licenses, content development plans, and direct distribution agreements with major US carriers and international sub distributors and licensees.

Vice President/General Manager Mobile Devices

Open to new connections (please, no pitching in requests). Also, I'm not interested in virtual assistants, franchises, appointment-setting, coaching services for coaches, web design, or financial management services. Thanks!
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My mission is to inspire, educate, and coach people and teams to achieve their goals and create positive impacts for their customers.

As an executive, coach, and consultant with over 25 years of experience in digital and customer experience, I help customer-obsessed business leaders reach their full potential and deliver exceptional results. 

Currently, I am the Vice President of Customer Experience at Frontier Communications, where I lead the strategy and execution of CX initiatives across the organization. 

I also founded and publish the DCX Newsletter and Podcast, which is a weekly source of insights, trends, and best practices for CX professionals and enthusiasts. 

Additionally, I authored several books and resources on accountability, motivation, and personal growth, including the "365 Days of Accountability Journal" and the "Accountability Team Handbook".

Vice President, Product Management, Contact Centers and Sales Technology

Vice President, Product Management, Sales Technology &Experience

Responsible for leading a technology team that includes product owners for various business applications, IT infrastructure, networking, and application development.  Team is focused on building innovative solutions to complex business challenges that improve the customer and/or employee experience.

Vice President, Business Technology

Key strategist and lead change-agent for holistic transformation of Comcast's $3.5B National Customer Service channel into a customer-centric retail sales channel.. Transformation efforts include HR, Store Design, Training, Customer Experience, Marketing, and Strategic Partnerships. Led the design, implementation, and strategy for the Xfinty Store concept.  Today there are over 400 XFINITY Stores open across the nation with a new store opening, on average, every week.  XFINITY Stores will act as a platform the launch of the new XFINITY Mobile brand across the nation.

Corporate Vice President, XFINITY Stores

Responsible for defining new innovative retail distribution and marketing opportunities to increase market share of XFINITY products.  Chief architect and operating leader for the Comcast Connection Center concept - a national strategic store-in-store partnership between Best Buy and Comcast.  Defined long-term strategy for adding retail stores into Comcast's distribution mix.

Senior Director, National Sales

Circuit City

Sales and Operations executive responsible for all aspects of financial and operating models for new concept stores. Accountable for a new operating division branded “The City” with first year sales over $500 million. Recruited, on-boarded and led a National team of Territory Operations Managers from California to Puerto Rico. Developed a new labor model, guest service procedures, and all other Standard Operating Procedures required to deliver superior operating results from these new locations.

Director Innovation & New Concepts

Key strategist and Retail Innovation leader responsible for directing a project team through the full cycle of retail innovation in development of lab stores.  Led multiple cross-functional teams through ideation, store design, assortment planning, operating model design, financial model creation, and implementation of a portfolio of concept stores that included Circuit City Express, Iris, Connect (in partnership with Comcast) and the Cox Digital Store (in partnership with Cox Communications).  Also developed a Latin-store concept branded “Connexion” that was put on hiatus just before launch.  Created corporate Digital Connectivity Strategy for CEO/CFO that provided a roadmap for unique strategic initiatives with Comcast and other MSOs.  Position reported directly to SVP Specialty Retail & President of Intertan.

Director Specialty Retail

Chris is a general manager with extensive experience in leveraging innovative technology, strategy, and operations to deliver aggressive business growth and a significantly differentiated customer experience.  

He currently serves as the Vice President, Product Management, for the Xfinity Growth, Innovation, and Experience unit of Comcast Cable Communications.  In this role, he oversees a team of technologists that design and develop innovative software applications and hardware solutions that improve the customer/employee experience and fuel channel growth and productivity.

Chris was recruited by Comcast in 2009 to develop innovative strategies to quickly grow sales distribution.  In 2010, he led the design and launch of the Comcast Connection Center at Best Buy – an innovative strategic partnership with Best Buy.  After the successful launch of that initiative and delivering over a quarter million new customers, he created and presented to the c-level team a bold, long-term strategy for transforming the national customer service center channel from a perfunctory transaction-oriented business into a customer-centric retail sales and solutions channel.  The channel serves over 22 million customers and generates $3.5 billion in revenue for Comcast every year.  In 2011, he led the design and launch of the XFINITY Store concept which revolutionized the environment in which Comcast serves these customers and better showcases the XFINITY brand.  The strategy has been extremely successful by more than doubling revenue and completely transforming the customer experience.  Building on the foundation of this new retail business, in 2017, Chris led the strategic planning and successful deployment of the Xfinity Mobile brand in Xfinity Stores across the nation.

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