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

Kaiser Permanente

Responsible for the digital experience organization of Kaiser Permanente members and consumer experiences. 

Led the digital experience team through a successful digital transformation, resulting in improved patient outcomes, reduced costs, and enhanced efficiency.

Fostered a culture of innovation and continuous improvement, encouraging experimentation and providing the necessary resources and support for teams to develop and test new ideas.

Visits to kp.org exceeded 680M, a 46% increase yearly, reflecting a significant improvement in our brand awareness and consumer engagement. 

We successfully launched Virtual Get Care now in 6 months by leveraging cutting-edge technologies like AI, intelligent routing, and telemedicine to deliver 24-hour and seven-day-a-week high-quality care remotely.

Our members and the industry have recognized the enhancement of our member experience with digital tools. Our Apple App Store rating increased to 4.4 stars in 2021 from a 2020 baseline of 3.1 stars. 
Kaiser Permanente was the 2022 Webby award winner for Wellness and health software apps and the F@stCompany  Design company of the year award in 2022.

Led the migration planning of 72 digital applications to the cloud and executed it in 9 months.

Vice President of Enterprise Architecture - July 2020 to February 2021.

Responsible for the technology strategy, standards, governance, policies, and digital architecture for Kaiser Permanente. Chair of IT Innovate subcommittee.

Led a team of talented technologies which drive the digital architecture of KP Digital properties, cloud strategy, network strategy, artificial intelligence, Internet of things, and emerging technologies .

Vice President of Digital Experience Engineering

Comcast NBCUniversal

Responsible for Xfinity Mobile’s software engineering teams for eCommerce, customer-facing applications, and employee-facing tools for call centers and retail stores.

Led highly skilled teams of engineers, including iOS-Android, front-end and back-end software development, solution design architecture, engineering intake, technology process management, quality assurance, release management teams, and cyber security engineering. 

Matured the software development discipline and enhanced the implementation of Agile methodology processes, which increased the delivery speed of new features without compromising quality.

Integrated all Quality Assurance (QA) teams into one QA engineering team. Implemented a new reusable uniform automation framework that improved the QA testing process from in-sprint to end-to-end.

Recruited the best talent to add knowledge and enhance the software engineering team's capabilities. Established an offshore team in Chennai, India, that complemented the on-site engineering team.

Successfully launched the Xfinity Mobile technology platform in digital and retail for more than 200 stores, which added 250,000 customers in its first five months.

Delivered a new second-generation Xfinity Mobile platform, a highly scalable and high-performance enterprise cloud platform composed of common enterprise micro-services and front-end micro-experiences with a machine learning framework that makes it resilient. The platform powers in-store retail applications, eCommerce, self-service, and customer care agent applications.

Vice President of Software Engineering & Cyber Security, XFINITY Mobile

Sears Holdings Corporation

Responsible for driving the customer-facing technology organization of Sears.com, Kmart.com, Craftsman.com, Kenmore.com and SearsPartsDirect.com.

Leader of the Integrated Retail Labs (IRLabs) engineering team for OmniChannel innovation initiatives.

Fostered a team culture of effectiveness through leadership, collaboration, and team mentoring in a competitive, fast-paced, and complex environment.

Developed and maintained a flexible engineering organization that ensured the best utilization of internal and external resources.

Continuously improved development velocity, architectural technology designs and operational support of the applications.

Fostered innovation technology to solve key business challenges. Acted as a digital technology subject matter expert.

Implemented digital technology innovations that improved consumer personalization, engagement, and retention. Created the responsive server side architecture of the A/B/C testing and personalization framework.

Senior Director of Mobile Engineering - February 2014 to March 2015

Responsible for driving the customer-facing core mobile technology organization of Sears and Kmart.

Led a highly skilled team, which included software engineers, quality engineers, performance engineers, and support engineers, who actively innovated and built solutions in an extreme Agile environment.

Planned and provided continuity and succession of key team positions by recruiting, training, retaining, and promoting top talented engineers and technical managers.

Implemented Agile methodologies and maximized the speed and flexibility of the software development process.

Drove performance optimization and enhanced high availability of mobile platforms.

Managed the migration of the mobile eCommerce site from IBM WebSphere Commerce to an open source platform.

Defined API guidelines, architecture, catalog, SLAs and versioning strategy of the new open source eCommerce platform.

Divisional Vice President of Engineering, eCommerce and OmniChannel Innovation

Staples

Responsible for the Staples three-year mobile technology roadmap, vision and technology strategy.

Worked cross-functionally with various teams, including: leadership, business, product management, user experience, usability, and engineering platform teams to achieve objectives and key results.

Acted as the global technical leader and subject matter expert of mobile applications and mobile web for Staples and Staples Business Advantage.

Identified technology trends and evolving social behaviors, which led to improved customer experiences.

Influenced cross-functional technology solutions with architects from across the company in a highly collaborative environment.

Ensured system stability, scalability, and security of the mobile applications.

Defined Staples' API Channel Architecture for mobile commerce and new Internet of Things (IoT).

Contributed to the definition of Staples.com's next global multi channel commerce platform.

Evaluated and selected third-party technology solutions, participated in contract reviews and defined service level agreements (SLA).

Senior Global Mobile Solutions Architect - January 2011 to March 2013

Defined the software architecture and led the implementation for B2C and B2B of Staples’ mobile web, iPhone app, Android app, mobile tablet friendly rendering, and Windows8 app. These mobile applications were implemented in the United States, Canada and Europe.

Collaborated in the gathering of user-stories and requirements, and developed architecture and design proposals for technical implementations.

Defined the Staples mobile ecosystem, including mobile cache strategy, mobile app and web notification center, mobile personalization, and geo-fencing capabilities.

Contributed to the OmniChannel software architecture of the Staples in-store associates tablet app and in-store touch kiosk experience.

Responsible for the technology architecture of the Staples’ Innovation Velocity Lab.

Director of Technology & Principal Mobile Solutions Architect

Defined the software architecture of a global assessment tool for Human Resources Department of Kraft Foods.

Defined the architecture of the American Airlines Facebook booking module and Facebook marketing initiatives.

Created the social media initiatives for the 2010 Soccer World Cup and for the movie Up in the Air of American Airlines. 

Created and managed the social media initiatives for Cablevision Argentina, H2Oh 7Up and Heineken Colombia.

Independent Technology Strategy Consultant

YellowPepper Mobile Financial Solutions

In 2007, YellowPepper was a start up. By 2009 it was the leading Mobile Financial Network in Latin America.

Built a world-class engineering organization. Responsible for geographically dispersed engineering teams.

Managed a global multicultural team of developer, infrastructure, network, security, support and implementation engineers, in 6 different countries—United States, Vietnam, Ecuador, Guatemala, Bolivia and Panama—for the YellowPepper mobile banking and payment applications.

Defined the application architecture and infrastructure and managed the development of a mobile banking application.

Successfully implemented the mobile banking application in 5 different Latin American countries and over 14 financial institutions.

Managed the SMS mobile notification gateway for TicketMaster and Yahoo City Search.

Chief Technology Officer

Owl DIgital Security

Responsible and leader of the hacking emergency response team and SOX Audit team.

Defined the application architecture and managed the development for the SecurityChecked project. The SecurityChecked service was a daily external security vulnerability assessment for servers, routers, workstations and network devices.

Chief Security Officer

Telcom.Net

Defined the application architecture, implemented product requirements and security compliance for an Electronic Fund Transfer (EFT) service, which processed an average of $14 million a day. Cheney Brothers Co., Hughes Supply and Ferguson were the main users of the platform.

Managed a team of engineers and oversaw day-to-day operations of datacenter, Internet developers, and security compliances. Performed security IT audits, penetration testing, and security assessments.

IFX Corporation

Defined the SaaS application architecture for the ePagos Build Your Own Store Online. IBM sold the Build Your Own Store SaaS tool in Argentina as part of its e-business solutions for small- and medium-sized businesses. 

Defined the application architecture of credit card processing software over the Internet and wireless systems with proprietary encryption. Equifax and Bank Paribas (France) used this solution.

Defined the application architecture, led the development team, and hosted the eCommerce sites of Perfumania.com and NavarroDiscountPharmacies.com.

IFX Network was one of the largest Internet Service Providers in Latin America.

Chief Information Officer

Gustavo is a visionary innovator passionate about leveraging technology to solve real-world problems. Born and raised in a small town in Argentina, Gustavo was always fascinated by the power of technology and its potential to transform people's lives.

After completing his education in computer science, Gustavo began his career as a software engineer at a tech company in Miami, Florida. Then, in the mid-2000s, he joined a start-up, Yellow Pepper (a Visa company today), that realized the potential of mobile payments to revolutionize how people shop and transact. He assembled a team of top-notch engineers and designers, and within a few years, their software as a service product had gained significant adoption in 5 Latin American countries. Gustavo's innovative solution allowed people to make transactions with ease. 

Gustavo's success in mobile payments caught the attention of the second-largest e-commerce platform in the US, Staples, which recruited him to build its mobile commerce capabilities. Over several years, Gustavo led a team that architected and developed a suite of mobile apps and features that enabled the company's mobile commerce capabilities in the US, Canada, and the UK.

In the late 2010s, Gustavo joined Comcast to build their new wireless carrier, Xfinity Mobile, which aimed to disrupt the industry with innovative pricing models and customer-friendly policies. They created an e-commerce frictionless wireless carrier, which provided opportunities to switch wireless carriers easily and offer better service and value to consumers frustrated with the status quo.

More recently, in the 2020s, Gustavo has turned his attention to digital-first healthcare innovations. He recognized that the pandemic had exposed significant flaws in the traditional healthcare system, and he set out to build a digital platform that could provide affordable, accessible care to people when, where, and how they need it by leveraging cutting-edge technologies like AI and telemedicine to deliver high-quality care remotely.

Throughout his career, Gustavo has remained committed to using technology to improve the world. He is recognized as one of the most influential Hispanics in technology and continues to push the boundaries of what is possible in the tech industry .

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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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