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".

A couple of weeks ago, an order came in for 30 copies of The Psychology of CX 101. I finally learned who it was for…and it's making my whole week.

It came from an industry leadership group I genuinely respect. They’re giving each person a copy because they want to inspire them to think differently about trust. About how customers feel. About how small decisions in moments create big outcomes later.

They invited me to spend time with them early next year to bring the principles to life together. That kind of commitment to learning as a team, especially at their level, is rare, and it means a lot to me as an author.

If you lead a CX team, product org, customer-facing group, or CX council and want to create this kind of energy in 2026…grab copies of the book (and the new Read-Along Workbook) for your team and reach out. I’d love to talk about how to support your group next.


#PsychOfCX101

Inspiring, educating, and coaching customer-obsessed pros to deliver unforgettable experiences | Author The Psychology of CX 101 | Follow for daily insights on CX, leadership, and authentic personal growth

Self Employed

- Developed digital strategy and rollout plan for entertainment themed mobile app and several digital platforms. Managed budgets and marketing plans for branded content campaigns with media and promotional partners.
- In-depth exploration of current digital ecosystem, analysis, evaluation of footprint for top pharmaceutical company (Sanofi). 
- Consultation on Macys and Nutrisystem digital strategy. Recommendations on paid media, social strategy, staff restructuring, tactical planning, risk analysis, eCommerce.
- Leading business opportunities for premier L.A. creative agency focusing on social marketing and web design.
 - Implementing digital strategy for National Real Estate company and Cannabis (AFCGamma), managing digital consumer touchpoints

Digital Consultant

The Coffee Bean & Tea Leaf®

• Responsible for new digital strategy creating a seamless integration across entire customer journey on and offline.
• Created omni-channel digital roadmap for web, e-commerce, branding, loyalty, mobile pay, and mobile order ahead.
• Designed and developed a new mobile app utilizing the industry’s leading platforms resulting in 20% of all store
transactions from app engagement, 200k+ downloads, 4.5 star reviews, and increasing average ticket by 5%.
• Transformed the official website into a branding and e-commerce ecosystem doubling yearly sales and subscribers.
• Launched new platforms for e-CRM, CMS, and e-commerce fulfillment, providing higher savings and increased ROI.
• Led cross-functional teams to ensure success criteria, training, transition, and implementation of new digital tools.
• Supervised and managed all agencies and vendors defining scope, feature set, analytics, and business requirements.
• Managed P&L, ran point with media budget, retention & acquisition campaigns, social promotions and press release.
• Worked with Domestic and International franchisees to develop mobile and digital launch plans and success criteria.

Digital Director

Big Boots, Inc.

• Creating digital marketing strategy for launch of a new premium online studio consisting of mobile library with 100 apps and six digital platforms that will incubate entertainment brands and produce unique content for monetization
• Digital services: Biz development, interactive strategy, content creation, marketing, social media, and mobile
• Provide marketing solutions, new business, and creative consultation for two independent LA based digital agencies

Digital Marketing Consultant

Westfield

•Manage budget of $3mm and oversee digital strategy and management of marketing campaigns for national & local digital campaigns 
•Report directly to VP of Marketing. Lead team of 7 direct reports responsible for web production, digital creative, CRM database marketing, mobile apps, and social media for all U.S. properties. Oversee all P&L, team development, training and  new digital business leads
•Developed & established corporate KPI’s. Increased social audience by 2mm+ registered fans & email opt-ins by 250k in two years
•Manage social conversations, social listening  & crisis management across social platforms (Facebook, Twitter, Instagram, blogs)
•Increased retailer sales and mall foot traffic through digital activations, paid media and integrated on/offline campaigns
•Raised over $100k for various charities through digital partnerships, promotions, events, and social engagement
•Measure and report on digital marketing campaign results and key performance indicators against baselines and benchmarks

Sr Director Digital Business

Fox Filmed Entertainment

In charge of Domestic Digital Strategy - 5 direct reports:
- Lead Domestic digital team of product and social management, new technologies, media, & creative 
- Conceptualized, developed, and executed Award Winning interactive marketing plans for all FHE business units (New Release, Catalog, TV, MGM, Searchlight Pictures, Relativity.
- Supervise and oversee creative development of websites, promotional materials, applications, advertising, P.R., promotions, eCRM, e-Commerce, websites, games, social marketing, and mobile development.
- Oversee $2MM+ annual creative budget for execution of 150+ unique campaigns, applications and ad units
- Strategize and ideate with media team and agency on creative strategy to insure effective media placements.
- Marketing lead with 3rd party publishers for promotions and syndication of content.
- Plan over 100 (yearly) SEO and SEM paid effort campaigns, tracking results and ROI.
- Spearhead entire FHE social strategy of over 100 social branded pages on top social platforms
- Built new FHE e-commerce platform (Foxconnect.com) offering first ever exclusive product offering and direct 1x1 consumer CRM system. 
- Develop online strategy for FHE’s first ever Digital HD & Ultraviolet campaign for Prometheus, resulting in Variety front page 
- Ran the 360 online marketing approach implementing effective consumer marketing using various touch-points (online, mobile, interactive, games, PR, AR), resulting in FHE record breaking consumer interaction and conversions.
- Produce over 20 original viral web shorts, won 2011 Addy Award & OMMA Award
- Increased sales/conversions of product over 50% with Amazon linking media partnerships.
- Develop studios first social listening offering , e-CRM program, and consumer engagement strategy
Teamed up with Shazam® for studio first enabled DVD with exclusive “Shazamable” moments for consumer engagement
• Created first to market second-screen technology (Foxpop) (www.mashable.com/2009/11/11/foxpop-spot411)

Executive Director of Digital Marketing Home Ent.

Universal Studios Home Entertainment

In charge of Domestic Digital Strategies - 3 direct reports
- Reported directly to EVP of Marketing reporting results to Sr. management and key stakeholders
- Orchestrated all online marketing and advertising initiatives for brand marketing and franchises
- Managed paid media budgets and allocations serving billions of online impressions, interactions, and video streams while increasing purchase intent and consumer lift for our products
- P&L responsibility, strategic planning, forecasting and online research/trends for all releases
- Developed & established corporate relationships, launching Key Performance Indicators (KPI) initiative with leading publishers: Yahoo!, Google, MSN, Facebook to optimize media buys and demonstrate ROI.
- Collaborated with all studio divisions (content, P.R., brand marketing, production) for synergies and partnerships
- Worked strategically with Uni theatrical group for lifecycle marketing, partnerships, budget savings and efficiencies

Director of Digital Marketing

Warner Bros. Online Burbank

In charge of Domestic Digital Strategies - 6 direct reports:
- Manage marketing staff of six specialists responsible for the development and execution of online marketing and promotional strategies for WB Studios. Report directly to VP of Strategic Marketing.
- Worked directly with all WB divisions (Theatrical, WHV, T.V., Games, Consumer Products, Animation,
VOD/PPV, Mobile, and Domestic Cable Distribution) on digital strategies and innovations.
- Launched over 1,000 marketing campaigns and websites for various divisions generating over $15mm in revenue for WB Online while reaching over 100 billion online impressions for leading properties
- Created first ever internal online publicity group to support divisions on digital initiatives
- Expand awareness, interaction, promotion, and profitability of top WB brands (Harry Potter, Matrix, Looney Tunes, Scooby-Doo) with strategic partnerships and third party tie-ins. Syndication of WB content, manage websites, paid ad units, media spends, vendors, and creative partnerships

Digital Marketing Manager

ARTISTdirect

Built and maintained over 50 official websites and online stores for top leading artists and bands
- Created original content for website and syndication using premiere talent
- Set up promotions and sweepstakes to increase consumer acquisition
- Generated over $10k a week in online sales for official merchandise
- Managed newsletter database for artists, including growth and direct fan 1x1 communication

Project Manager

EMI Music

- Responsible for retail marketing and direct sales of all artists on EMI, Capitol and Virgin Records roster to
accounts (Tower Records, Wherehouse, Blockbuster, Independent record stores)
- Secured total market coverage of EMI product by establishing print/media advertising, mailers, in-store
marketing, and tour support Develop, create and distribute P.O.P. merchandising tools

Sales/Marketing Manager

A proven digital marketing executive and leader with over 17 years of experience in the interactive space, developing strategy for 500+ digital marketing campaigns.
A resilient, entrepreneurial executive with extensive experience in all aspects of product and digital marketing – online media, mobile, online promotions, publicity, social, E-CRM, e-comm, website design and content development. I combine strong analytical skills combined with innovative thinking and ability to thrive in fast-paced, challenging work environments. 

My teams have developed and launched award-winning digital campaigns for multiple billion-dollar movie franchises, Academy Award winning films, children and television franchises, multi platinum music artists, and today's biggest brands.

The former head of Digital Marketing for Westfield and The Coffee Bean & Tea Leaf,  I spearheaded digital strategy for the company’s US division  by creating a complete omni-channel digital experience for their guests by harnessing emerging technologies. I focused on deepening customer engagement and enhancing the user experience through social, mobile and interactive platforms. I recently launched a best in class mobile app and loyalty program for The Coffee Bean and completely re-hauled their official website and e-commerce platform 

Specialties: Digital Marketing, Interactive Marketing, Marketing Strategy, Digital Strategy, Entertainment Marketing, Film Marketing, Event Marketing, Management, Leadership, New Technologies, Innovation, Team Building, Social Media Marketing, Online Publicity, Content Strategy, Viral Marketing, Online Advertising, Online Media Planning, Mobile Marketing, Search Marketing, Search Engine Marketing, Digital Distribution, Creative Direction, Creative Advertising, Art Direction, Creative Production, Game Development, Project Management.

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