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

Musixmatch

Chief Business Officer

Acequia Capital

• Early & seed stage founder-focused investments across the music, media, gaming & technology spectrum. 

• Formed in 2010, Acequia has invested in more than 350 technology companies and achieved more than a decade of consistent, top quartile returns with 18 seed stage investments currently valued in excess of $1B.

Venture Partner

Austin City Limits

• Austin City Limits is the longest running music series in television history, the name behind music festivals in Austin (US), Sydney (AUS) and Auckland (NZ) and an award-winning concert venue. Created by Austin PBS and broadcast on PBS for 43 years, Austin City Limits is the only TV series to ever be awarded the US National Medal of Arts.

• Since 2002, the ACL Music Festival hosts over 130 artists and 225,000 patrons every year at Zilker Park in Austin, Texas. ACL has helped Austin to become widely known as the “Live Music Capital of the World”.

Board Member

Syng

Advisor

• Lead all aspects of business planning, strategy, commercial operations and P&L of a start-up audio company founded by a former Apple lead industrial designer, building hardware, software, and services that give listeners and creators the power to engage with sound in new and transformative ways.

• Built and ran sales, marketing, supply chain, mechanical & hardware operations, business development, customer care, finance & people operations comprising a team of over 50 FTE.

• Grew business from pre-revenue to 8 figure ARR in first year of go-to-market through building and scaling direct-to-consumer, retail and professional sales channels in 20 countries.

• Created and commercialized plan for B2B software licensing to diversify revenue and expand margins beyond 1st party hardware sales. Expanded gross margin to X% and licensed embedded software systems to 3rd party audio hardware OEMs.

• In concert with leadership team, lead & closed multiple financing rounds totaling over $48M.

• Syng was named by Fast Company as one of the “Most Innovative Companies in 2022”, and by TIME as a “Best Invention of 2021”.

Chief Commercial Officer

Book.io

Otis College of Art and Design

Established in 1918, Otis College of Art and Design is a non-profit 501(c)3 institution and national leader in art and design education. The College mission is to educate a diverse community of students to become highly skilled, well-informed, and responsible professionals--empowering them to shape the world. Alumni and faculty are Fulbright, MacArthur, and Guggenheim grant recipients, Oscar awardees, legendary costume designers, leaders of contemporary art movements, entrepreneurs, and design stars at Apple, Abercrombie & Fitch, Pixar, DreamWorks, Mattel, Nike, and Disney.

Board of Governors

Magic Leap

• Conceived and developed overall customer, content & developer ecosystem strategy for Magic Leap’s breakthrough spatial computing hardware & software platform. Directly supported the raise of over $2.4B in equity financing.

• Oversaw $50M annual budget and team of 200 people across all aspects of platform, developer & content ecosystems.

• Responsible for the end-to-end development, operations and business management of Magic Leap’s content ecosystem, app store, commerce and global creator & developer platform.

• Secured and launched content & technology partnerships with leading creators including Disney & LucasFilm, Warner Media (HBO, CNN), Epic Games, Unity Technologies, AT&T, DirecTV, NBA, Google, Viacom, Spotify, Insomniac Games, Weta Digital, Brainlab and hundreds of other partners across entertainment, communications, productivity, health care and other sectors.

• From scratch, built operating plan, assembled teams and scaled infrastructure to secure and publish hundreds of bespoke 3rd party applications from thousands of developers on a brand new XR computing platform.

Chief Content Officer

VEVO

• Founded & built the world’s largest all-premium music & video entertainment platform.

• Developed strategy; created & spun new company out of Universal Music Group into an industry joint-venture owned by Universal Music Group, Sony Music Entertainment, Google/YouTube & Abu Dhabi Media Company. Successfully raised over $200M of equity financing.

• Built business entirely from concept and grew to operate a $400M ARR company with 300 employees across 15 global offices.

• Paid out over $1B in royalties back to industry rights-holders over initial 5-year period.

• Vevo is YouTube’s largest global content partner (measured by revenue & views) for the last 10+ years, generating in excess of 26 billion premium video streams per month.

• Developed a large scale off-YouTube network of owned & operated apps across AppleTV, Roku, Xbox, PlayStation, Samsung, Fire TV and iOS/Android.

• Built one of the largest all-premium online video advertising sales force – over 200 FTE’s serving 1100 global brand marketers and advertisers.

• Produced ~75 live & on-demand music concert events from artists including Taylor Swift, Lady Gaga, Maroon 5, Jay-Z, Arcade Fire & many more in close partnership with major brand marketers such as American Express, General Motors, MasterCard and AT&T.

Founder, President & CEO

Universal Music Group

• Promoted to lead overall digital business for the world’s largest music company across North America.

• Defined & led strategy, licensing, partnerships, new business development and investments in addition to business affairs & engineering teams focused on overall digital revenue growth.

• Delivered in excess of $750M of revenue per year through creation & implementation of new, industry leading on-demand, subscription & audience based audio & video licenses & partnerships with Google, YouTube, Apple, Spotify, Amazon, Meta & more that collectively and uniformly define the revenue and marketing engines for the modern music industry today.

Executive Vice President, Digital Business

Sony Pictures Entertainment

• Founded Sony Pictures Mobile, a leading global developer & publisher of mobile games built upon the intellectual property of a major motion pictures & television studio.

• Grew business from inception to $50M in revenue and positive EBITDA within 2 years, resulting in becoming the #2 mobile game publisher within the US.

• Recruited & led a team of 50 FTE across software & game development, wireless carrier sales & distribution, quality assurance, licensing and marketing.

• Developed & published dozens of subscription & premium games worldwide including Spider-Man, Wheel of Fortune, Jeopardy! and more.

Vice President, Sony Pictures Digital

Award-winning C-Suite executive with 27 years of leadership experience at the intersection of media, culture and technology.

Experience building & managing global teams of hundreds of people, P&L oversight from $50M - $400M.

Dynamic & inspiring thought leader, able to drive vision, build values-based culture and establish consensus with shareholders, colleagues & associates.

Diverse skill set covering executive leadership, strategy, partnerships, product development & engineering; with success in both start-up and large company environments and in U.S. and global markets.

Recognized expert and sought-after speaker on topics including media & entertainment (music, film/television, gaming), spatial computing along with licensing, advertising & subscription business models. 

Passionately supporting global creators, artists and developers on their journey is my life focus and mission.

Rio Caraeff

Our team announced Music Lens today, which is the first in a series of new AI-powered services coming from Musixmatch. Music Lens is a powerful AI agent launching in Q1 that empowers and amplifies the business of music rights owners. Check it out, and sign up for early access at lens.musixmatch.com

Co-President at Musixmatch. Always in service to artists, creators & developers. Acequia Capital, Syng, Magic Leap. Founder/CEO, Vevo. Universal Music Group, Sony Music, Sony Pictures.

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The Battle

Mark Levy

Rio Caraeff

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The Battle

Mark Levy

Rio Caraeff

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Engagements

Likes

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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