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

ImprintCX

ImprintCX is a transformation partner that helps organizations align people, priorities, and processes to drive meaningful growth across customer, employee, and business experiences.

We blend deep human understanding, data-driven insights, and design thinking to activate strategies that improve retention, increase lifetime value, and strengthen organizational culture. Our integrated approach bridges customer experience, employee engagement, operational alignment, and cultural transformation—helping companies move from insight to action with clarity and speed.

Backed by a proven track record leading hundreds of transformations for Fortune 500 brands, we don’t just consult—we partner to embed sustainable change where it matters most.

Our expertise includes: 
 
Customer Experience Strategy Development and Implementation | Customer Journey Mapping | Persona Development | Consumer Insights | Design Thinking and Innovation | Employee Education & Engagement | Voice of Customer (VoC)

Co-Founder & EVP

Freddy's Restaurant

Front of House Staff

Santander Bank, N.A.

Hired as fractional support to the Insights and CX teams with a primary focus on Small Business Banking.

Consultant

EX/CX Strategic Edge

Leading customer experience consultancy delivering research, strategy and activation of great, innovative employee and customer experiences. We focus on helping our clients create great employee experiences to deliver the best customer experiences – changes that are sustainable and measurable.

Jay Street Cafe

Baker & Front of House Staff

The Whitlock

Ipsos in North America

Consultant and advisor for strategically important clients at GRIT #1 ranked market research supplier. Managed brand health tracking programs and creative development testing for a broad portfolio of CPG and non-CPG clients.

Vice President, Ipsos - Brand Health Tracking & Creative Excellence

Catapult Marketing

Research Director for Planning and Insights group at award-winning shopper marketing agency. Blending the art and science of developing insights to provide strategic recommendations to clients, Account and Creative teams.

Director, Research & Insights

MARS Advertising

Hired as full-time consultant to provide senior planning support for the Colgate account. Dimensionalized oral care shopper segmentation study to create Account- and Creative-friendly versions of the learning to “breathe life” into the key themes and provide implications within the broader business context.

Consultant, Account Planning

Alcone Marketing Group

Recruited by Alcone to lead and develop the strategic vision for The Consumer Lab, a group dedicated to bringing consumer and shopper insights to the consumer promotions planning process. At the time, this was an innovative competency for a traditional “below the line” agency.

Vice President, The Consumer Lab

I am not your average Consultant delivering CX initiatives as stale as yesterday’s donuts.

I am a Client Confidante—partnering with clients to make informed, impactful decisions that meet immediate objectives and build sustainable, long-term brand value.

I am a Cross-Functional Collaborator—bridging consumer insights, brand strategy, market research, storytelling, and customer experience to craft innovative, actionable solutions. This holistic approach allows me to uncover new perspectives, connect the unexpected, and help brands redefine how they understand and engage with their customers.

I am a Clue Connector—linking consumer insights with powerful narratives, quantitative data with human experience, and strategic vision with customer-centric execution. My ability to navigate these intersections drives growth and builds meaningful, enduring customer relationships.

What Sets Me Apart: I’ve spent most of my career exploring every side of the CX landscape

✦ 12 years as an Agency-side Strategic Planner, driving creative, shopper, and consumer marketing initiatives.
✦ 7 years as a Consultative Market Researcher, helping clients decode complex data into actionable insights.
✦ 7 years as a Client-side Brand Strategist, aligning business goals with consumer desires.
✦ And yes, a stint as a hostess, donut maker, and customer-pleaser—proof that I truly understand people!

Along the way, I’ve discovered the “rainbow sprinkle moments” that come from getting up close to real humans—consumers, shoppers, and retailers alike.

Bonus Ingredients:

* A fresh perspective rooted in years of client-side experience.
* A knack for combining Art (brand, marketing) with Science (metrics, insights). And donuts.
* Superpowers of compassion, curiosity, and deep listening.

A Few More Sprinkles About Me:

✦ I host Thanksgiving every year (pie, not donuts).
✦ I can’t resist a good word game.
✦ I trust my intuition—and it rarely lets me down.

But let’s be real: NONE of this matters if you're not IN for transformation.

I don’t collect clients. I collect opportunities for BIG impact.

If this resonates, let’s meet over donuts and coffee 🍩☕️.

beth@imprintcx.com

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Mark Levy

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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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