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".

She was still smiling in meetings.
Still hitting every deadline.

But something was… different.

A few years ago, I probably would’ve brushed it off.
Now, I know better.

One of my best team members had gone quieter than usual.
Not disengaged. Not slacking.
Just… not herself.

And I’ve learned that those tiny shifts, they’re usually the first signs something’s going on.
If you wait too long, you miss the window to help.

So here’s what I do when I notice it:

𝗡𝗼𝘁𝗶𝗰𝗲 𝘁𝗵𝗲 𝗰𝗵𝗮𝗻𝗴𝗲𝘀 in tone, pace, participation, even the energy in their voice.

𝗔𝘀𝗸 𝘁𝘄𝗶𝗰𝗲. The first “How are you?” gets the polite answer. The second, “No really, how are you?” gets the truth.

𝗟𝗶𝘀𝘁𝗲𝗻 𝘄𝗶𝘁𝗵𝗼𝘂𝘁 𝗷𝘂𝗺𝗽𝗶𝗻𝗴 𝗶𝗻 𝘁𝗼 𝗳𝗶𝘅. Sometimes, being heard is the help.

Because leaders don’t just manage tasks.
We look after the people who make the work happen.

When was the last time you checked in with someone on your team… really checked in?

#realtalk #leadership

Empowering customer-obsessed leaders to improve decisions, strengthen teams, and deliver experiences people remember | Author of The Psychology of CX 101 | Follow for insights on CX, leadership, and personal growth

Vanguard

Head of UX - Digital Advisor and Discretionary Advice Platform

The Green Dragon Foundation

Enhancing student experience, assisting teachers and staff, and enriching the community by raising funds to support the priorities of the Lewisburg Area School District.

Stratford Interiors

Co-Owner

USAA

I lead a team of designers, UX strategists and researchers across the USAA LifeCo portfolio of products.
Product Portfolio:
- Life Insurance
- Medicare Supplement and Advantage
- Annuities
- Personal Investments
- Retirement Advice

Head of Design - LifeCo

In this role, I provide the necessary air cover to afford my team the latitude required to own and manage their experiences. In addition to my team responsibilities, I serve as a senior leader within the Chief Design Office, striving to enable our team members to have happy, healthy and successful careers at USAA.
Portfolio of work:
- Health Insurance
- Annuities
- Personal Investing


Scope of work:
- Storefront and acquisition flows
- Transactional and money movement capabilities
- Account summary
- Third-party integrations
- Design systems

Director of Design - Health and Retirement Products

Director of Design Operations

I led a team of teams made up of Associates, Sr. Associates and Managers in pursuit of developing data driven and business impactful strategies. Our mandate was to define comprehensive analysis in either support or opposition of financial investment for internal ventures. Basically, we answered the question "should PwC invest significant capital into a particular new technology?"
Our obsessions:
/ Visioning and UX
/ Revenue modeling
/ GTM / Sales motions
/ Technology investments
/ Operating models
/ Legal and risk

Venture Strategy Leader, Products and Technology

Directly responsible and accountable for defining strategic opportunities with measurable and material impact for our participants and business alike. 
/ managed a team of UX/UI designers, researcher and strategists
/ oversaw generative, qual and quant research
/ led design critiques, with overall experience oversight 
/ designed experiences rooted in positive psychology and behavioral finance

Portfolio:
Native mobile app:
/ developed a strategic point of view on an Institutional stand-alone native app
/ led development efforts to build a proof of concept 
/ leadership reviews and go-forward strategies

Advice decision tool:
/ conversational UI solution designed to align tangible offer features and non-tangible personal traits with the right long-term retirement savings approach
/ designed logic and algorithm powering tool recommendation
/ integrated behavioral finance and positive psychology tenants to bolster experience objectives

Chat:
/ holistic chat strategy, cutting across automated and live chat services
/ defined MVP for automated chat (chatbot)
/ built financial model for value of live chat

UX Director - Retirement Products

Xfinity Mobile grew out of the Strategic Development Group within Comcast. Our mandate was simple, prove that we can stand up an MVNO on the back of Verizon's cellular network. We did that and much more. Becoming a dedicated line of business in August 2016 and launching in May of 2017, we entered an industry with immediate success. We proved that we can sell mobile service, without sacrificing the experience. With an NPS of +55, we not only set a new standard within Comcast, we also lead the industry by more than 30 points. 

Highlight Reel: 
/ Led team of product managers
/ Managed $2mm surprise and delight budget
/ Created 5 year strategy with an 18 month data-informed roadmap
/ Owned self-service experience: knowledge base, 2-way sms support, webchat, ivr, communications journey, social care, search
/ Defined surprise and delight strategy: opportunities throughout the journey to reengage customers based upon behaviors and habits 
/ Outlined AI and conversational UI vision for Xfinity Mobile

Director of Product Management

Honeywell

Honeywell Connected Home is transforming the Internet of Things into the INTERNET OF YOU. 
We are building a smarter experience. 
We are building a better way to live. 
We are building THE CONNECTED HOME.

The Lyric Brand is a globally connected home platform, which delivers comfort, peace of mind, and convenience. We are pushing the the standard and re-defining the norm. Through smart use of geolocation, strategic partnerships, and 100 years of industry knowledge, we are able to deliver experiences that help connect homeowners to their home, in a way that's never been done before. 

Highlight Reel:
/ Introduced 3 pieces of connected hardware: Lyric Round 2.0 Thermostat, Lyric Water Leak and Freeze Detector, Lyric T5/T6 Thermostat
/ Integrated Apple HomeKit into connected thermostats
/ Led Lyric iOS and AOS mobile app software engineers and UI/UX design teams 
/ Launched v1 Apple Watch app
/ Managed Apple HomeKit user testing

Sr. Manager, Global Product Management - Connected Home (IOT)

Whole Foods Market

Sr. Digital Product Manager - Customer Data and Digital Engagement

Nike

Worked cross-functionally to deliver highly innovative, insightful, and game-changing products. Key member of the Digital Sport Team responsible for delivering the Nike+ FuelBand, Nike+ Running and Nike+ Basketball. 

Awards 
2012 Nike Global Maxim 1 - It's our nature to innovate. - Winner: Nike+ FuelBand
2012 NIke Digital Technology Maxim 1 - It's our nature to innovate. - Winner: Nike+ Platform
2013 Nike Global Maxim 3 - Nike is a Brand. - Winner: London Olympics

Nike+ Product Lead

I move onward, the only direction. Can't be scared to fail in search of perfection. - Jay Z

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