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

Pine Barrens Pride Collective

Founder and Volunteer CEO / President

Klay Grows It

Founder and Principal

Klayton Fennell was Senior Vice President of Government Affairs for Comcast at its Cable headquarters in Philadelphia, providing government and regulatory affairs support and guidance to Comcast’s field government affairs teams, and to the headquarter-based business and operations teams within Comcast including Xfinity, Comcast Business Services, and Comcast Advertising.  Fennell's Local Government Affairs Operations and Policy portfolio included competitive strategies; network investments; network expansion; network performance; capacity management; speed performance; product launch and product support; public-private partnerships including subsidized services; Smart Cities; digital equity; broadband adoption; franchising and authorities to serve; Rights of Way (ROW) management; access management; mergers, acquisitions, and transactions; network and system integration; compliance; pricing initiatives; programming initiatives; workforce initiatives; emergency response; local legislation that is sector-specific but also impacting of our business operations or general business climate; political and regulatory escalations; drivers for economic development and impact; coordination with Community Impact, Diversity Equity & Inclusion, External and Internal Communications, Brand and Reputation, Legal, Influencer and Third Party Engagement; coordination with State and Federal Public Policy, Regulatory and Government Affairs; and coordination with other Comcast entities - NBCUniversal, Telemundo, and Sky. In addition to his Government Affairs duties, Fennell served as Comcast’s Principal for LGBTQ+ External Affairs, and an Executive Advisor to Comcast's Employee Resource Groups Mentorship Program.

After twenty years in leadership at Comcast and thirty years within the broadband, communications, media, & technology sector, Fennell elected an early retirement - allowing him to focus on initiatives, campaigns, & organizations that drive community, progress, & social justice.

Senior Vice President of Government Affairs

Fennell was Comcast’s Regional Vice President of Government Affairs and Community Investment in South Florida.  During that period, Fennell successfully led Comcast’s regional strategic communications, regulatory, policy and community impact efforts around: the integration of AT&T Broadband, Adelphia and Time Warner Cable systems; Comcast’s launch of High Speed Internet, Voice, HD, OnDemand and Business services; the company’s restoration and relief efforts during the unprecedented 2004 and 2005 hurricane seasons; and the launch of award winning programs to bridge the digital divide, including the Hearts of Our Parks program, the Comcast Digital Connectors program and Internet Essentials.

Vice President of Government Affairs, Community Investment and Communications

TESS Communications - A Facilities Based Competitive Communications Provider

Served as the Chief Regulatory, Government, and External Affairs leader for a start-up, facilities-based, communications provider that competed with the former US West and AT&T Broadband.  Under my leadership, TESS secured the necessary regulatory authorities at the federal, state and local levels to provide voice, video, and high speed internet services in Colorado and Arizona with a focus on underserved areas.  Also, negotiated and secured: interconnection agreements with other communications carriers; retransmission agreements with local broadcast stations; pole attachment and conduit usage agreements with investor owned and public owned utilities; and resale agreements with Sprint and DISH.  Served as TESS's lead regulatory contact to the FCC, state public utility commissions, and with local franchising authorities.

Head of Regulatory, Government and External Affairs

AT&T

Held various positions of increasing responsibility at AT&T in Denver, Atlanta and Jacksonville, including:
* Network Access Manager (Denver, CO  1998-2000): tracked and analyzed AT&T's access costs in its West Region (AZ, CO, NM, MT, ID, OR, UT, WA, WY) and served as AT&T's expert witness to state regulatory commissions on access costs, high cost funds, and effective competition; 
* Law and Government Affairs Docket Manager (Denver, CO 1997-1998): supported AT&T's regulatory filings in its West Region - primarily dockets focused on US West providing competitive local exchange carriers with reasonable and fair access to unbundled network access elements, state high cost funds, and effective competition in the local telephone market; and
* Marketing, Sales and Care: (Atlanta, GA 1996-1997) and (Jacksonville, FL 1990-1993) - provided sales and service support for AT&T Consumer Services as it re-entered local services following the passage of the Telecommunications Act of 1996, and provided customer care support for AT&T Universal Card Services from its initial launch through its growth as one of the largest credit card issuers - during which time AT&T Universal Card Services received the Malcolm Baldridge National Quality Award.  
***Note attended law school full time between 1993-1996.

Law and Regulatory Affairs Manager, Analyst/Regulatory Witness, and Customer Relations

With 30 years of work experience in the broadband, communications, media, and technology sector, I am a seasoned leader and mentor who is passionate about advancing digital equity, economic development, and social justice. As the founder and principal of Klay Grows It, I leverage my expertise in government affairs, regulatory policy, and strategic communications to support initiatives, campaigns, and organizations that drive community and progress. 

Prior to starting my own consulting firm, I served as Senior Vice President of Government Affairs for Comcast.  I provided government and regulatory affairs support and guidance to Comcast's field and headquarters-based teams, covering a wide range of topics and issues that impact the company's operations, products, and services. I also coordinated with other Comcast entities, such as NBCUniversal, Telemundo, and Sky, to ensure alignment and collaboration. I successfully led Comcast's local government affairs operations and policy portfolio, which included competitive strategies, network investments, product launches, public-private partnerships, franchising, mergers, acquisitions, compliance, pricing, programming, workforce, emergency response, and legislation. I applied my skills in leadership, management, and government to deliver positive outcomes for Comcast and its customers, partners, and stakeholders.

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