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

Day 1 on the team. You get my Personal User Manual.

Because I refuse to let you waste months figuring me out.

How I communicate. 
What drains me. 
How I make decisions. 
What I need when pressure hits.

All of it. Written down. Handed over before you ever have to wonder.

Most leaders let their teams decode them slowly. 
And teams do, eventually. 
But that process has a cost. 
Missteps. Misreads. Friction that never needed to exist.

You can skip all of that.

Never written one? Start here. Three questions (+my answers for example):

- How do I communicate best? 

(Text me if it's urgent. Email me if it needs detail. And "Got it!" is one of the best replies I can receive.)

- What does stress look like on me? 

(When something goes wrong, I move fast to call it and focus on what's next. I'm not here to dwell on what broke. I want to figure out how we win from here.)

- What do I need to do my best work? 

(My mornings are sacred. No meetings before 8am. Give me a good brainstorm and I'm firing on all cylinders.)

Then share it. Before they have to ask. Before they get it wrong.

Once you share it, the small talk drops and the real conversations start faster.

Your team is already studying you. Every meeting. Every reaction. Every silence.

Stop making them guess.

#realtalk #leadership

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Thank you for engaging with my recent post on Accountability. Here are a few more resources you might find helpful.

Have a great day! 

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𝗦𝗶𝗺𝗼𝗻 𝗦𝗶𝗻𝗲𝗸 𝗼𝗻 𝗛𝗼𝘄 𝗔𝗰𝗰𝗼𝘂𝗻𝘁𝗮𝗯𝗶𝗹𝗶𝘁𝘆 𝗣𝗮𝗿𝘁𝗻𝗲𝗿𝘀 𝗞𝗲𝗲𝗽 𝗬𝗼𝘂 𝗖𝗼𝗺𝗺𝗶𝘁𝘁𝗲𝗱 - https://lnkd.in/gtKqveft

𝗪𝗮𝗻𝘁 𝗺𝗲 𝘁𝗼 𝗯𝗲 𝘆𝗼𝘂𝗿 𝗮𝗰𝗰𝗼𝘂𝗻𝘁𝗮𝗯𝗶𝗹𝗶𝘁𝘆 𝗽𝗮𝗿𝘁𝗻𝗲𝗿? - 1:1 coaching: http://www.dcxac.com

𝗗𝗮𝗶𝗹𝘆 𝗶𝗻𝘀𝗽𝗶𝗿𝗮𝘁𝗶𝗼𝗻 𝘁𝗼 𝘀𝘁𝗮𝘆 𝗮𝗰𝗰𝗼𝘂𝗻𝘁𝗮𝗯𝗹𝗲: 365 𝘋𝘢𝘺𝘴 𝘰𝘧 𝘈𝘤𝘤𝘰𝘶𝘯𝘵𝘢𝘣𝘪𝘭𝘪𝘵𝘺 Kindle ebook: https://lnkd.in/gHYQcs3u

DCX Newsletter

𝗗𝗖𝗫 𝗡𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿 𝗮𝗻𝗱 𝗣𝗼𝗱𝗰𝗮𝘀𝘁 —a weekly digest that keeps you up to date with the latest developments in customer experience and digital transformation. You can subscribe here to get it delivered to your inbox each Tuesday morning: 

digitalcx.substack.com

365 Days of Accountability

CX Leaders Elevated | Author of The Psychology of CX 101 | Follow for insights on CX, leadership, and personal growth

My new office chair arrived yesterday.

Sat down. Adjusted the height.

And suddenly realized I'd been working in pain for two years.

I didn't notice it happening. 
The slow ache in my lower back. 
The stiffness in my shoulders. 
The way I'd shift every 20 minutes trying to get comfortable.

I just adapted. Normalized it. Kept going.

Sound familiar?

Here's what hit me:

We do this with everything.

The underperforming process we've run for years. 
The meeting that drains everyone but stays on the calendar. 
The team dynamic that feels off but we've stopped questioning.

We adapt instead of change.

We tolerate instead of improve.

And we don't realize how much it's costing us until we finally make the shift.

My new chair didn't just take away the pain. 
It reminded me that discomfort isn't always obvious. 
Sometimes it's just background noise we've learned to ignore.

Your team feels this, too. In ways they might not even articulate.

The real risk? Staying stuck because change feels uncertain.

𝗦𝗼 𝗵𝗲𝗿𝗲'𝘀 𝘆𝗼𝘂𝗿 𝗰𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲:

Pick one thing you've been tolerating. Name it. And change it this week.

Not next quarter. Not when you have more time.

This week.

You and your team will feel the difference faster than you think.


#leadership #realtalk

Your team needs a leader who actually slept last night.

When chaos hits, we skip meals. We push through exhaustion. We tell ourselves rest is weakness.

You can't make good decisions on 4 hours of sleep and your third espresso.

Your best thinking happens when you're rested, fed, and moving your body. Not when you're white-knuckling through another crisis because you think suffering proves commitment.

Calm is a daily choice.

Eat something real. 
Sleep like your clarity depends on it. 
Move your body daily.

Your team is watching how you handle pressure.

Show them what sustainable leadership actually looks like.

Not the version where you crash at 45 because you wore burnout like a badge.

Are you taking care of yourself, or just running yourself into the ground?

#realtalk #leadership

Anxiety isn’t an outlier anymore. It’s the baseline.

Job insecurity is up. The pace of change is relentless.
And “we’re fine” isn’t optimism.

It’s denial.

Acknowledging anxiety isn’t pessimism.
It’s leadership.

Because your team?
They’re carrying it too:

- New tools every week
- Priorities that shift mid-sentence
- Quiet fear their role won’t exist next quarter

The question isn’t if they feel anxious.
It’s whether you’re helping them navigate it.

You can’t eliminate uncertainty. But you can:

- Name it (without turning it into a spiral)
- Create clarity where you actually have it
- Be the steady presence when everything else moves

Your team doesn’t need you to fix the chaos.

They need you to lead through it.

#realtalk #leadership

I've been through mergers. Layoffs. Markets that shifted overnight. And every time, the job was the same.

Stay steady. So they could be.

Because if I was steady, they could be steady.

That's the part no leadership book actually covers. When the org chart is changing, when headcount is getting cut, when nobody knows what next quarter looks like - your team isn't looking at your strategy deck.

They're watching your face in the hallway.

Being steady doesn't mean pretending everything is fine. It means showing up consistently, saying what you know, and being honest about what you don't.

"I don't have the full picture yet, but here's what I do know" is one of the most powerful things you can say.

It builds more trust than a polished answer that falls apart two weeks later.

So, acknowledge. Update. Stay visible.

Your team doesn't need you to have all the answers. They need to know you're not hiding.

👉  Are you leading out loud during the hard stretches, or going quiet when it gets uncomfortable?

#realtalk #leadership

I thought I was being a good leader.
Turns out I was just being a very polite control freak. 😅

I’d see something heavy and think, “I’ll just handle it—don’t want to overwhelm them.”

Translation: I decided their limit for them… without asking.

That’s not care.

That’s me managing my anxiety by doing everyone’s job.

Result:
I burned out
they stayed dependent
nobody grew

Then I tried a different approach. One sentence:

“I want you to own this. If it starts to feel like too much, say so early—and we’ll adjust.”

That sentence created psychological safety and accountability.
 It let them stretch without feeling trapped.
 It let me lead without self-sacrifice.

Leaders: what’s one thing you’re still holding “to protect your team” that might actually be holding them back?

#realtalk  #leadership

I get choked up thinking about my job sometimes.


Some days it's messy:

• systems fail
• networks wobble
• wait times stretch longer than anyone should tolerate
• billing issues confuse people who just want a straight answer
• support handoffs force customers to repeat their story all over again
• customers are struggling (and you can feel it)

Then I remember there are real people affected and what we promised them:

Linda, a grandmother in Ohio, trying to FaceTime her grandkid without the screen freezing mid-laugh.

Marcus, a small business owner wanting to just make a payment to keep his service running.

Emma, a high school senior hitting "submit" on college apps at midnight.

David calling 911, needing the network to hold steady when everything else isn't.

Sara working remotely after moving home to care for aging parents—trying to keep her job and her family afloat.

The Johnson family finally getting movie night after a brutal week.

When things work? Nobody notices.

When they don't? Life stops.

That's why I take this personally.

My job isn't just about designing better experiences. 

It's about making sure real people don't have to fight technology when they're already fighting something else.

Some days are harder than others.

But every single day matters.

Because connection isn't a luxury—it's how people hold their lives together.

The thing that wears leaders down isn’t the crisis.


It’s the 47 tiny interruptions that pretend they’re harmless.

You know the ones:

-“quick question?” (it’s never quick)
- back-to-backs where you’re “present” but your brain left at meeting #3
- the pressure to reply fast so you look on top of it
- guilt for taking a lunch like you have to earn food

I’ve learned resilience is less about toughness and more about plugging the leaks.

What’s your biggest daily drain—and what’s one simple boundary that would fix it?

#realtalk #leadership

AI is changing the workflow, but it is not removing responsibility.

What stands out in this week’s DCX Links is how much still depends on people when AI falls short. Someone has to notice the miss, make sense of the damage, and help restore confidence.

That is where the role is shifting.

The human part of CX is becoming more visible, not less.

Come on in for the full story.

Silence isn't neutral.

It's a decision.

I learned this the hard way when a team member stopped speaking up in meetings. I thought they were just busy. Focused. Maybe tired.

I was wrong.

They were disengaging. And I missed it.

Here's what silence actually signals:

• When customers go quiet, they're not satisfied. They're shopping.

• When team members stop contributing, they're not content. They're checked out.

• When feedback stops flowing, problems aren't solved. They're hidden.

Silence is data. It's telling you something critical.

The question is: are you listening to what isn't being said?

The pattern is the same everywhere: silence precedes departure.

In CX, we obsess over what customers tell us. But the ones who leave without a word? They're the real warning sign.

In leadership, the same applies. Your quietest team member might be your biggest risk.

Don't mistake silence for agreement.
Don't confuse it with satisfaction.

It's often the opposite.

👉 What's one conversation you've been avoiding with a quiet team member? Start there.

#realtalk #leadership

Tell a customer they have to do something. Watch them do the opposite.
That's Principle #52 - Reactance Bias. 

When people sense their freedom shrinking, they push back.

A classic example: when YouTube introduced auto-play, many users felt like control was taken away. A survey found 65% of U.S. users disabled it — not because it was “bad,” but because it felt intrusive.

Where else reactance shows up in CX:

- “You must update now” (forced upgrades)
- Pushy modals + “No thanks, I hate saving money” buttons
- Default opt-ins that feel sneaky
- AI that jumps in uninvited (“I already did it for you!”)

3 ways to reduce reactance (and increase adoption):

- Make assistance optional (help on request)
- Frame suggestions as options, not orders
- Provide easy dismissal + remember preferences

Why this works: Autonomy feels like respect. Respect builds trust. And trust beats compliance every time.

This is one of the psychological principles I unpack in The Psychology of CX 101. If you design customer journeys, it's worth understanding how bias shapes every interaction your customers have with your brand. https://lnkd.in/g_6s_vjM

What's one "helpful" thing your product does that might be triggering reactance?

#psychofcx101

This week on Reddit, the same customer pain points are surfacing again and again.

What’s striking is not how new these complaints are.

It’s how familiar they feel.

For all the investment in AI, automation, journey orchestration, and “customer-centric” transformation, the hottest customer frustrations this week look a lot like the hottest frustrations from five years ago.

What’s hot this week in customer pain:

1. “Nobody can actually solve my problem.”
Customers are still getting bounced between frontline agents, back-office teams, and vague escalation paths with no real owner.

2. Repeating the story over and over.
Few things create faster friction than making a customer restate the issue every time the channel changes or the case gets handed off.

3. Refunds and billing disputes that turn into endurance tests.
When a return, duplicate charge, or missing refund takes multiple contacts to 
resolve, trust drops fast.

4. AI support that feels like a barricade.
Customers do not mind automation when it helps. They hate it when it traps them in loops and delays access to a human who can act.

5. Cancellation friction.
Still one of the clearest signals of misaligned incentives: easy to sign up, weirdly hard to leave.

6. No visible escalation path.
Customers are often less upset about the original mistake than about the feeling that nobody is accountable for fixing it.

7. Scripted service that feels dishonest.
The moment policy language sounds evasive or manipulated, the experience becomes about trust, not just resolution.

8. Operational mistakes that support cannot close out.
Damaged items, missing items, incorrect shipments, unresolved returns — the issue is rarely the mistake alone. It’s the recovery failure.

My take:
These issues never seem to change because most of them are not really “service problems.” They are operating model problems.

They sit at the intersection of:
fragmented systems
weak cross-functional ownership
metrics that reward containment over resolution
service teams given responsibility without authority

That is why the surface-level complaints stay the same even as the tooling changes.

We replaced phone trees with chatbots.
We replaced long hold times with asynchronous channels.
We layered on AI.

But in many cases, the core customer reality is unchanged:
“I had a problem, nobody owned it, and I had to do the work myself.”

That is the pattern worth paying attention to.

For CX leaders, there is a good reminder here:
The hottest issues are often not emerging trends. They are unresolved fundamentals.

Question for the group:
Which of these is the #1 issue you’re seeing right now in your org?

Comment: 1, 2, 3, 4, 5, 6, 7, or 8
Or add the one you think never goes away.

And if you are wondering where this data comes from check out the DCX Insights Finder - a free CustomGPT that let's you research Reddit for CX issues 
Get started here: https://lnkd.in/gxUDNtV2

73% of customers are using AI now. 
And half of them? 

Their biggest worry is losing the human touch.

Here's what I think is happening:

We're automating everything because it saves time and money.

But when you chase efficiency without thinking about empathy, you're not being strategic. You're just avoiding the hard stuff.

Look at what the data actually says:

• 81% of people prefer brands that still prioritize human interactions (Qualtrics)
• 92% of satisfaction comes from good service, not just value (CoreMedia)
• 1 in 5 think AI support is completely useless (CX Dive)

Your customers aren't asking for less connection. They want it during the moments that actually matter.

Let AI handle the repetitive stuff. But humans? They need to own the moments where trust gets built.

If you're navigating this tension between AI and human connection, I write about it every day in DCX AI Today.

Subscribe today: https://lnkd.in/gcbvDtUp

DCX AI Today: For CX professionals who want AI substance, not hype.

#realtalk #leadership

Your AI is deflecting. Containment looks good. Cost per contact is down.
So why is your overall volume quietly creeping up?

In this week’s Decoding Customer Experience, I break down a simple idea with big consequences: when you lower the cost of asking, customers ask more. 

That’s not a bug of AI-assisted support—it’s the new baseline.

Also: 
- The “Cost of Curiosity” and how AI reshapes demand
- A quick way to tell if rising volume is healthy or a red flag
- Four practical moves to reduce “bad volume” without shutting customers down

If your dashboards say “success” but your teams feel busier than ever, this one’s for you. https://lnkd.in/gr9vfPaE

Why? Why? Why? Why? Why?

That's the sound of a CX team actually getting to the truth.

It's easy to stop at the first answer. Patch the symptom and call it a day.

But the best CX teams? They don't stop asking.

In this case, five whys in, it turns out the real problem wasn't long wait times. It was a feature nobody even asked for.

So, they didn't hire more agents. They redesigned the experience. Problem solved.

Next time, ask, Why?

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