About Mark Levy · Executive advisor
The operating experience behind the advice.
I advise business leaders on customer experience and AI, drawing on executive roles at Frontier and Comcast. I’ve been responsible for the product, pricing, digital channels and service behind an experience. I bring that perspective when you need to weigh an AI proposal, challenge its assumptions or resolve competing priorities across teams.
The commercial decisions behind customer experience.
At Frontier, as Head of Consumer Product & Customer Experience and previously VP, Customer Experience, I was responsible for product strategy, pricing, digital sales and service. That meant connecting what the business offered with what customers could understand, buy and use.
I sponsored customer-facing AI investment in sales and led the business design and approach selection, with responsibility through implementation and operating performance. The work included AI to understand prospect needs, present products and qualify inbound calls, alongside decisions on chatbot use cases, vendors and outcomes.
At Comcast, I served as VP, Digital Experiences and previously VP, CX Delivery & Operations for Xfinity Mobile, spanning web, app, chat and IVR. I also founded and led a digital strategy consultancy and held executive and general-management roles in digital and mobile businesses.
When an AI proposal crosses those boundaries, I help you examine the customer benefit, commercial assumptions and operating consequences together. You can then decide which tradeoffs to accept and what needs to change before committing.
How my writing informs my advice.
My book, The Psychology of CX 101, examines customer behavior and the choices businesses make around it. That perspective matters when AI recommends a product, explains a decision or asks a customer to trust an answer.
In Decoding Customer Experience, I examine how AI changes customer journeys and the decisions leaders need to make about them. Read AI Will Not Save Customer Experience From Weak Leadership for my view on where leadership responsibility sits.
Work directly with me on the decision.
Bring an AI proposal, an investment choice or a customer experience that needs a different approach. I help you test the assumptions, work through competing priorities and decide what to ask of your team or suppliers.
An engagement can focus on a specific decision or provide continuing executive counsel. We agree the scope, access and fees around the work.
Bring your customer-facing AI decision.
You may be evaluating an investment in a buying or service journey, questioning a proposed approach or deciding what should happen next. Bring the business context. We’ll establish whether working together would be useful.