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".

She was still smiling in meetings.
Still hitting every deadline.

But something was… different.

A few years ago, I probably would’ve brushed it off.
Now, I know better.

One of my best team members had gone quieter than usual.
Not disengaged. Not slacking.
Just… not herself.

And I’ve learned that those tiny shifts, they’re usually the first signs something’s going on.
If you wait too long, you miss the window to help.

So here’s what I do when I notice it:

𝗡𝗼𝘁𝗶𝗰𝗲 𝘁𝗵𝗲 𝗰𝗵𝗮𝗻𝗴𝗲𝘀 in tone, pace, participation, even the energy in their voice.

𝗔𝘀𝗸 𝘁𝘄𝗶𝗰𝗲. The first “How are you?” gets the polite answer. The second, “No really, how are you?” gets the truth.

𝗟𝗶𝘀𝘁𝗲𝗻 𝘄𝗶𝘁𝗵𝗼𝘂𝘁 𝗷𝘂𝗺𝗽𝗶𝗻𝗴 𝗶𝗻 𝘁𝗼 𝗳𝗶𝘅. Sometimes, being heard is the help.

Because leaders don’t just manage tasks.
We look after the people who make the work happen.

When was the last time you checked in with someone on your team… really checked in?

#realtalk #leadership

Empowering customer-obsessed leaders to improve decisions, strengthen teams, and deliver experiences people remember | Author of The Psychology of CX 101 | Follow for insights on CX, leadership, and personal growth

Confidential

8000-employee developer and professional services division - Led cross-functional team to create executive-technologist messaging plus growth strategy proposals after multiple mergers. 

CCaaS (Contact Center as a Service) Integrator and Service Provider - Created messaging for this new practice, partner offers, and an industry-first aaS management offer.

Top-three international VAR - Created customer value-based solution strategies and stories for telehealth, education (K-12 and HiEd), and state and local government sectors.

Global non-profit - Built growth strategy and messaging, drove demand-generation campaign, created a media partnership.

Interim GTM and Product Leader

VMware

In this player/coach sales role in Global (top 100) Accounts, I held a $100M+ annual quota earned leading strategic pursuits to support customers' revenue, margin, and customer experience growth while reducing risk. Our charter bridged finance, sales ops, and sales strategy to bring growth expertise plus business value analysis and executive positioning to our largest deals and customer transformation opportunities -- connecting a strong digital foundation to our customers' customers' experience across industries ranging from finserv to retail to tech to natural resources to manufacturing to telecom. Building cloud-based revenue models, working with global SISOs and service providers, and championing strategies to grow within these strategic accounts were also areas where I led. As a founding team member, I built the initial engagement framework and playbook and led the team that built a comprehensive, cross-product-line value framework and toolkit that was borrowed by other segments. Exceeded quota each of my two years in this role.

Previously led monetization of new solutions through cloud provider partner-customers, piloting a new GTM model as a product marketing leader in our cloud provider team. My team facilitated and coached partners' teamwork across disciplines (engineering, sales, marketing, product, support) to create differentiated value. We connected the output to adaptable digital marketing kits (lead gen strategy, social media marketing, content marketing, account-based marketing, etc.) that my team built plus coaching to drive joint go-to-markets that accelerated early customer wins and revenue growth. Partners broadly ID'd the pilot as a new best practice. Also led a pivotal cloud services market segmentation research initiative and led our v1 devops product marketing team.

Initial role leading mobile PaaS strategy, partnerships and positioning for vCloud Air resulted in joint differentiation for early adopter customer wins.

Field Commerce Director, Global Accounts

tibbr

Developed and executed the worldwide strategy for both technology (ISV) and distribution partnerships for this enterprise social network startup out of TIBCO. Selected, landed and drove user experience-completing solution integration and GTMs with complimentary SaaS partners; coached startup partners on GTM positioning and teamwork; drove scale through revenue share distribution  partnerships with telecoms.

Platform Partnerships Director

Built and managed partnerships and GTM collaboration with mobile and wireline telecoms, retailers, ISVs, and innovative cloud service providers for this enterprise collaboration startup.

Strategic Alliances Director

Microsoft

Led service provider platform, channel and mobility planning and management for Office 365 from v1 “BPOS” beta into the Azure commerce and identity platform. Product marketing management and launch of Exchange and Unified Communications aaS.
•  Pioneered the syndication (wholesale) model to launch 30+ major global service providers delivering as a significant SMB channel. Voice of the partner for key APIs. 
•  Created partner vision for Windows Azure to connect internal and external technology (SaaS/ISV) partners with channel partners via identity, commerce, marketplace APIs and portals.
•  Led multi-year engagement with RIM to turn a major business blocker into an acclaimed service (BlackBerry for BPOS/Office 365), ultimately connecting MSFT and RIM services via the Azure Cloud AD API. Recognized with “Gold Star” award. Extensive market and competitive research plus service launch ownership.

Senior Product Manager, Office 365 and Azure

Bing mobile search (content, web, and local/maps) product management (v1+)  including business strategy, application strategy, user experience, new revenue models (search and display ads), direct and through-partner GTMs with mobile operator and OEM partners, channel development, business management of user and revenue targets, messaging and positioning, launch and ongoing outbound marketing, PR, AR, and speaking at industry events.

Senior Product Manager, Bing Mobile Search

Led business and product planning, research, and business development with leading global mobile operators for an internal start-up team to build My Mobile Media, a cloud service for merchandising commercial and personal content sold through fixed/mobile operators. Drove monetization in tandem with SOA and service delivery platform strategy.

Senior Business Development Manager, Communications Sector

Digital media (music, video, pictures and DRM) strategy and solution development for Windows Phone. Recruited and selected ISV/SaaS partners and created GTMs through/with mobile operator and OEMs. Led build/buy/partner analysis and drove requirements for next-generation content distribution service.

Solution Product Manager for Digital Media, Windows Phone

Ryhn

Launched v1+ digital media core technology, consumer content, and enterprise productivity application services for global leader and start-up client including windowsmedia.com/mobile, Windows Media platform and hosting, and MSN Broadband. GTM with and through major service providers, content, retail, mobile, and telecom partners.  Hybrid product management-product marketing-business development roles.

Digital Media Services Consultant (Principal)

Spacelabs Healthcare

Integrated Marketing: Drove messaging, brand, PR, advertising, business and consumer web presence, and field readiness for medical devices, clinical analytics,  and healthcare information systems product lines. Built business case for streaming video-based customer offerings for technical and clinical audiences.

Globalization: Pioneered highly efficient, fast-growth software and hardware localization and  content department, managing a 35-person in-person and remote global team. Product management of a custom project management application and of web site development. Led v1 Machine Translation pilot.

Group Manager

I'm a serial incubate-to-scale pioneer of as-a-service offerings and the software platforms that power them, from horizontal and vertical enterprise solutions to consumer digital media and mobile experiences. I blend comprehensive, global, cross-channel GTM strategy and execution leadership with broad Product expertise to:
 - Maximize the impact of every role (including Product) to drive customer connection and revenue through integrated GTMs that incent engagement and remove silos and friction,
 - Deliver memorable customer experiences (CX), stories, and ROI, packaged for innovative monetization (licensing, e-commerce, advertising, revenue + other shared risk-reward models)
 - Develop and advocate for outcomes-led technology, distribution, and customer partnerships, and
 - Grow happy, ambitious teams and customers who relish big ideas and get better-every-day via authentic curiosity and the relentless pursuit of joint value, the win that endures.

An avid traveler and linguaphile, I've enjoyed leading direct and virtual global teams across North America, LatAm, Europe, MEA, China, Japan, and AsiaPac markets. Strategic partnership builder through CXO levels with startup, high growth, and mature organizations including ISVs, hyperscale (Azure, AWS, GCP) and regional and specialist cloud service providers. Confident public speaker experienced with press and analysts. Commended for grit, ability to see context and challenges through multiple lenses, and as a developer of people with 10+ years management experience across new-to-work team members through seasoned leaders.  

Businesses where I've served as a GTM/GTM+Product management leader in Marketing (product marketing plus growth, partner, solution, and brand marketing), Sales (global accounts, enterprise accounts, SMB e-Commerce, business development, value strategy & engineering), and/or Success (partner and customer success) roles:

Horizontal Enterprise SaaS: Microsoft 365, Box, VMware Workspace One, tibbr enterprise social network

Cloud IaaS, PaaS, DevOps: Azure identity and commerce; VMware Cloud, managed service provider and telecom partner clouds; mobile backend aaS, iPaaS, aPaaS; Tanzu; AI-powered contact center solutions

Cloud security solutions: VMware zero trust, intrinsic security, business continuity, disaster recovery

Consumer digital media services + mobile experiences: Mobile search and maps (Bing/MSN); Windows Media download and streaming services, platform, players, codecs, rights management, mobile

Vertical solutions: healthcare analytics, patient management, telehealth

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Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Mark Levy's LinkedIn Performance

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