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

He nailed the interview.
But his last answer changed everything for me.


I asked: “Why are you leaving your current role?”
He paused. Then said:

“I don’t think my manager ever really knew me.”

Ouch. 

What did I take away?

	•	Titles don’t build trust.
	•	Weekly check-ins aren’t emotional check-ins.
	•	Connection fuels retention.

#realtalk #leadership

Talks about #cxstrategy, #coachingleaders, #customerexperience, and #digitaltransformation

The CX landscape just shifted—again.

Frictionless is no longer enough. Customers want transparency, inclusion, sustainability, and trust—and they’re not waiting around for brands to catch up.

💡 In this week’s CX briefing:
- A tiny design tweak = massive ripple effects (good and bad)
- Women customers are rewriting the loyalty playbook (to the tune of $140T)
- The most impactful CX leaders? Supervisors. Not bots.
- AI that actually improves NPS? Yes—and fast.
- And why your quietest users might hold your loudest truths.

If you're still designing for efficiency alone, you might be optimizing in the wrong direction.

👇 Check out the full issue—designed for CX pros who build with intention, not just automation.

4 weeks ago, I finally did it.
First time ever.

I hired a personal trainer—and it’s taught me more about mindset than muscles.
(Though my muscles are definitely thanking me.)

For years, I told myself:
– “I can figure this out on my own.”
– “It’s too expensive.”

But if I’m being honest…
I didn’t believe I deserved the help.

Now? I’m doing movements I thought were impossible.
I move better. Sleep better. Feel better.

And not just physically.

Here are 5 lessons I’ve learned (that have nothing to do with fitness):

𝟭. “𝗜 𝗰𝗮𝗻’𝘁 𝗮𝗳𝗳𝗼𝗿𝗱 𝗶𝘁” = “𝗜 𝗱𝗼𝗻’𝘁 𝗳𝗲𝗲𝗹 𝘄𝗼𝗿𝘁𝗵𝘆”
The excuses were easier to say than the truth:
“I don’t think I’m worth investing in.”

𝟮. 𝗬𝗼𝘂 𝗱𝗼𝗻’𝘁 𝗵𝗮𝘃𝗲 𝘁𝗼 𝗳𝗲𝗲𝗹 𝗱𝗲𝘀𝗲𝗿𝘃𝗶𝗻𝗴 𝘁𝗼 𝘁𝗮𝗸𝗲 𝗮𝗰𝘁𝗶𝗼𝗻
You hear the voice of doubt—and move anyway.
Belief often comes after the leap.

𝟯. 𝗧𝗵𝗲 𝗹𝗼𝗻𝗴𝗲𝗿 𝘆𝗼𝘂 𝘄𝗮𝗶𝘁, 𝘁𝗵𝗲 𝗵𝗲𝗮𝘃𝗶𝗲𝗿 𝗶𝘁 𝗴𝗲𝘁𝘀
Years spent hesitating were years I could’ve been thriving.
There’s no refund on time.

𝟰. 𝗪𝗵𝗮𝘁 𝗳𝗲𝗲𝗹𝘀 𝗶𝗺𝗽𝗼𝘀𝘀𝗶𝗯𝗹𝗲 𝗮𝗹𝗼𝗻𝗲 𝗯𝗲𝗰𝗼𝗺𝗲𝘀 𝗱𝗼𝗮𝗯𝗹𝗲 𝘄𝗶𝘁𝗵 𝘀𝘂𝗽𝗽𝗼𝗿𝘁
I thought I’d never lift past a certain point again.
Turns out, I just needed a guide.

𝟱. 𝗜𝗻𝘃𝗲𝘀𝘁𝗶𝗻𝗴 𝗶𝗻 𝘆𝗼𝘂𝗿𝘀𝗲𝗹𝗳 𝗶𝘀 𝗵𝗼𝘄 𝘆𝗼𝘂 𝘀𝗵𝗼𝘄 𝘂𝗽 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗼𝗻𝗲 𝗹𝗶𝗳𝗲
I’m not getting younger.
But I am getting stronger—because I finally stopped waiting to feel “ready.”

What’s something you’ve been putting off—not because you can’t…
…but because you don’t think you’re worth it yet?

#realtalk

I'm excited to hear back from the leader who just purchased 12 copies of The Psychology of CX 101: Read-Along Workbooks. I'm truly thrilled for them and their team.

Want to bring psychology to life for your organization? Link in the comments. 

#PsychOfCX101

CX Team Leads: The Psychology of CX 101 + the Read-Along Workbook provides your team with a shared playbook for designing experiences that convert, retain, and delight.

What you get:

- Alignment fast: Common language for bias, motivation, and decision‑making so product, marketing, and support move as one.
- Conversion gains: Bias‑aware patterns that lift signups, purchases, and renewals.
- Friction out: Target and fix the hesitation moments where customers drop.
- Proof, quickly: Low‑risk experiments that validate ROI and win stakeholder buy‑in.
- Durable habits: Embed psychological thinking into daily decisions, reviews, and roadmaps.

Bottom line: Psychology gives you the “why” behind customer actions and the “how” for teams to act on it—consistently.

#PsychOfCX101

She didn’t care about the raise.
She cared that no one said 

Happy birthday.

We thought we were generous.
But generosity isn’t just about money — it’s about presence.

When she said, “I just felt invisible.” I teared up a bit.

	•	Culture is built in the small moments.
	•	People remember how you made them feel.
	•	The little things aren’t little.

❓What does your team remember about you — your goals or your gratitude?

#realtalk #leadership

Failure doesn’t end your story as a leader. It shapes it.
When I first led a team, I thought being “good” meant never messing up. Then I failed.

Big project. Big expectations. Big miss.

What stung most wasn’t the result—it was seeing the team lose trust.
And realizing I’d lost confidence in myself too.

Over time, I learned something important:
The comeback matters more than the mistake.

Here’s how I handle it now when things fall apart:

1. Slow down before fixing.
It’s tempting to jump straight into solutions. But if you don’t understand why it happened, you’ll repeat it.

2. Talk about it.
Say what went wrong. Own your part. People respect honesty way more than perfection.

3. Start small.
Pick one thing you can do this week to show you’re learning and rebuilding. Momentum beats apologies.

4. Redefine what winning looks like.
Success isn’t “never fail again.” It’s coming back stronger—and bringing your team with you.

That’s how I’ve learned to lead after failure.
Not by pretending it didn’t happen.
By using it to grow.

#realtalk #Leadership #Resilience

Why Too Many Choices Kill Conversions

When customers freeze, it’s not indecision—it’s overload. Curate, don’t complicate.
Simplify your customer journeys with The Psychology of CX 101.

Amazon --> https://lnkd.in/gkJXrEpy

#CustomerExperience #CXStrategy #UXDesign #DecisionScience #CXPsychology #PsychOfCX101

Andrii Konovalenko 🇺🇦

The weight of leadership isn’t the workload—it’s the decisions.
I learned that the hard way.

Early in my leadership journey, I agonized over every big call.
Second-guessing. Doubting. Losing sleep.

Until I discovered a deceptively simple tool: SPADE.

Break decisions down into 5 steps:

S = Setting

P = Problem

A = Alternatives

D = Decision

E = Explanation

Why does this work? Because it:

Cuts through emotion

Clarifies the trade-offs

Gives you a story you can stand behind


Try it out. Even 10 minutes with SPADE can turn overwhelm into confidence.

Good leaders aren’t always certain—but they are clear.

👉 How do you make decisions you can stand behind—especially when the stakes are high?

#realtalk #leadership


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- If this resonates, repost to share with others ♻️ and follow me for random thoughts about leadership, motivation, accountability, CX strategy, and digital transformation (as well as anything else I wind up saying).

A click may feel small. But it’s never neutral.
Every nudge, default, or prompt influences behavior.
The question is: Will users thank you for it later?

You’ll find practical ways to apply that test in The Psychology of CX 101. - https://lnkd.in/g_6s_vjM

#PsychOfCX101

The Fresh Start Effect: The Power of New Beginnings

Customers reset motivation after fresh starts—use that momentum.

Apply behavioral timing with The Psychology of CX 101.

#PsychOfCX101

AI is changing the face of retail fast. It's time to take a closer look at your experiences.

Today in DCX AI: Say it, buy it.

Walmart’s agentic checkout, “see it, buy it” search, AI SEO for product pages, and why transparency wins trust.

Grab the 3‑min edition + 32 Power Prompts. 

https://lnkd.in/gK8CQ9Rm

#CX #AI #Retail

Every CX pro has a nemesis. What's yours?

“I’m not leaving for more money,” she said.
“I’m leaving to feel like I matter.”

She had growth. A great salary. Good benefits.
But she didn’t feel connected.

“I just want to be where I’m seen.” She said.

	•	Retention is emotional, not just financial.
	•	Belonging is the most underrated workplace metric.
	•	People don’t quit jobs — they quit silence.

❓Are you creating connection—or just compensation?

#realtalk #leadership

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