DCX Links | January 12, 2025

From strategy to execution, we’ve got insights to inspire, tools to test, and ideas to steal.

Welcome to this week's roundup of customer experience insights!

This week’s DCX Links Newsletter is packed with game-changing ideas that will push your customer experience strategy to the next level.

• Want to design digital experiences that feel like magic? Learn how intent-driven UX is shifting from task-focused tools to experiences that anticipate customer needs before they ask.
• Think leadership is just about numbers? See how mission-driven leadership is fueling growth by connecting teams with purpose and turning digital transformation into lasting impact.
• Curious how AI could reshape your marketing strategy? Discover why CMOs—not CTOs—should lead the AI revolution and create customer-first experiences powered by generative AI.
• Dreaming of better retail insights? Dive into how digital twins are transforming supply chains, store layouts, and shopping personalization.
• What if your chatbots could feel human? Explore how AI advancements are redefining bot design to create conversations that are empathetic, intuitive, and actually helpful.
• And the future of virtual agents? INFP’s mind-blowing tech turns static images into lifelike avatars that connect with customers in a whole new way.

Ready to transform how you think about CX? Let’s dive in!

Happy reading—and stay curious, DCXers!

-Mark

The Future of UX: Designing with Intent

UX is evolving from helping people complete tasks to understanding why they’re doing something and adapting to their needs. It’s like moving from being a helpful assistant to a mind reader—and your customers will love it.

Why This Matters: People don’t just want tools anymore; they want experiences that anticipate their needs and feel human. If your design can tap into their intentions, you’re not just delivering a product—you’re building trust and loyalty.

Key Design Themes: Connecting to Human Behavior The secret sauce of intent-driven design is aligning with how people naturally think and act. It’s about understanding:

• Goals: What does the user really want to achieve?
• Context: Where are they, and what’s influencing their decisions?
• Adaptability: How can the experience shift based on what’s happening in the moment?

Cool Examples to Steal From

• Spotify’s Discover Weekly: It’s not just a playlist—it’s like a best friend who knows your mood better than you do.
• Dynamic, context-Aware UI: Gong’s AI-powered interface listens, transcribes, and analyzes sales calls in real-time, providing relevant information at the exact moment you need it.
• Take a cue from Arc’s Browse For Me: it doesn’t just fetch info—it builds a custom knowledge hub.

Why This Is a Game-Changer: Customers don’t want to explain themselves—they want brands to “just get it.” The more your design reflects their real-world behaviors and needs, the stronger their connection to your product.

Quick Win for You: Find one place in your user experience where you can anticipate what someone might need next. Even small moments of thoughtfulness can make a big impact.

One Big Question: What steps can you take to design experiences that feel intuitive, human, and even a little magical?

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Mission-Driven Leadership: Fuel for Digital Growth

Digital transformation isn’t just about tech—it’s about purpose. Leaders who focus on their why create teams that are more inspired, more creative, and way better equipped to tackle big challenges. Mission-driven leadership is the secret sauce for growth that actually lasts.

Why It Matters: When your team knows why their work matters, everything clicks. They’re more motivated, they innovate more, and they’re not just checking boxes—they’re building something meaningful. Plus, customers can feel it too, and they stick around for brands that stand for something real.

What Mission-Driven Leadership Feels Like

• It’s clear: Everyone on the team knows what you’re working toward and why it matters. No guessing, no fluff.
• It’s empowering: You’re not micromanaging. You’re giving people space to own their work and make decisions.
• It’s adaptable: The mission is the north star, but you’re not afraid to pivot how you get there.

Why This Works:

• Teams that believe in what they’re doing don’t just work harder—they work smarter.
• A strong mission attracts people who care, from top talent to loyal customers.
• The best digital strategies aren’t just clever—they align with the bigger purpose of your business.

Quick Win for You: Take five minutes today and ask your team: How does our mission show up in your day-to-day work? If their answers feel disconnected, it’s a sign you need to weave purpose more deeply into your strategy.

One Big Question: How can you use your mission to inspire your team and make sure your digital efforts aren’t just trendy but actually transformative?

Source

Why CMOs Should Be Leading AI Strategy

AI is changing the game for marketing and customer experience—but here’s the twist: it’s not the CTO who should be running the show. According to Steven Wolfe Pereira, CEO of Alpha & Co., the CMO is better equipped to lead the charge. Why? Because AI is less about tech and more about people, and CMOs know people.

Why It Matters: AI isn’t just about crunching numbers; it’s about using those numbers to make life easier for your customers. CMOs understand the customer journey like the back of their hand, making them the perfect fit to guide AI toward real impact—not just shiny features.

Why CMOs Are the Right Leaders

• Customer First: CMOs know what customers actually care about and can steer AI investments in the right direction.
• Turning Data into Stories: Marketers live and breathe insights, turning raw data into actions that make sense to real people.
• Team Players: CMOs already work across departments, so driving AI adoption isn’t a stretch—it’s what they do.

Why It’s a Mindset Shift Steven nails it: AI isn’t just about the tech stack; it’s about creating experiences that feel personal and seamless. Sure, the CTO builds the tools, but the CMO knows how to use them to make customers feel seen, heard, and valued.

Source

Digital Twins: Retail’s New Superpower

What if you had a virtual clone of your store or supply chain? One that lets you test ideas, solve problems, and predict trends without messing with the real thing? That’s what digital twins are all about, and Ciklum explains how they’re shaking up retail in a big way.

Why It Matters: Retail is cutthroat. Customers want everything faster, easier, and more personalized. Digital twins help retailers level up by combining real-time data, AI, and predictive insights to fine-tune everything—like giving your operations a crystal ball.

How They’re Changing the Game

• Fixing Supply Chain Headaches: Digital twins help you see what’s happening in real time—inventory, logistics, demand—so you can stop wasting time and money.
• Tweaking Store Layouts: Want to see if moving the checkout line boosts sales? Test it virtually first before making expensive changes IRL.
• Personalized Shopping Done Right: By watching how customers shop (without the creepy factor), digital twins help you deliver the exact experience they’re craving.

Why It’s Already Working Big players like Walmart are leading the charge, but even smaller retailers are jumping in. They’re using digital twins to make smarter decisions without needing a massive budget.

Source

Meet INFP: The Future of Virtual Agents

The Big Idea: Imagine turning a simple photo into a lifelike, animated face that moves, reacts, and even “talks” in real-time. INFP, short for Interactive, Natural, Flash, and Person-generic, does exactly that. This groundbreaking AI tech doesn’t just bring images to life—it redefines what’s possible in virtual communication and customer experiences.

Why It’s a Game-Changer: As the world shifts to virtual interactions, INFP stands out by delivering hyper-realistic, engaging experiences. From customer support avatars to dynamic virtual agents, it transforms static images into expressive, human-like connections. This isn’t just innovation—it’s the next frontier for creating unforgettable digital experiences.

How It Works (and Why It’s Mind-Blowing):

• Motion-Based Imitation: INFP studies real conversations to perfectly replicate natural facial movements and micro-expressions. It’s like bottling human emotion.
• Audio-Guided Animation: The software syncs animations with audio, so every smile, nod, or glance matches what’s being said. The result? Avatars that feel alive.

What Makes INFP So Unique?

1. It’s Uncannily Lifelike: These aren’t stiff, robotic faces—they’re expressive, nuanced, and eerily human. INFP makes you do a double take.
2. No Fancy Setup Needed: One static image is all it takes. No extra data, no complexity—just upload a photo and watch the magic happen.
3. Audio-Driven Brilliance: The animations react naturally to tone and speech, creating avatars that feel conversational, not scripted.
4. Real-Time Wizardry: At 40+ frames per second, INFP works fast enough for live interactions. Imagine virtual agents that respond instantly, like they’re sitting right in front of you.
5. Works With Any Face: From customer service reps to historical figures, any portrait can be brought to life in stunning detail.
6. It’s More Than a Tool—It’s a Revolution: INFP bridges the gap between tech and human connection, making digital interactions as engaging as face-to-face conversations.

The Potential for Virtual Agents: Picture this: a lifelike customer support avatar that not only solves problems but does so with a friendly smile, nods of understanding, and real-time reactions. INFP is tailor-made for creating virtual agents that don’t just work—they connect. Whether it’s helping customers navigate a website, delivering personalized recommendations, or simply making digital interactions feel less cold, this tech changes everything.

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Beyond the Bot: Redefining Chatbots in the Age of AI

Chatbots are growing up. This piece from UX Design dives into how advancements in AI are turning chatbots into more human, intuitive, and customer-centric tools. Instead of frustrating users with canned responses, the new wave of bots is redefining digital conversations.

Why It Matters: Old-school bots got a bad rap for being clunky and robotic. But with generative AI, chatbots can now understand intent, adapt dynamically, and deliver meaningful, personalized interactions. For brands, this isn’t just an upgrade—it’s a chance to turn bots into real value drivers for customers.

How Chatbots Are Evolving:

• Intent-Driven Interactions: AI now focuses on why a user is engaging, delivering answers that make sense in context.
• Natural Conversations: Forget the stiff, script-based chats—these bots sound human and can handle nuanced questions.
• Continuous Learning: Generative AI enables bots to learn from past interactions, improving over time.

The New Rules of Chatbot Design:

• Focus on Empathy: Build bots that can listen, understand, and respond in ways that feel genuinely helpful.
• Personalization is Key: Use data to create interactions that feel tailor-made for each user.
• Beyond Text: Combine voice, video, and even animation to create more immersive experiences.

Why It’s Exciting for CX Pros: This is about more than just answering FAQs—it’s about rethinking how brands connect with customers. Better chatbots mean less friction, more engagement, and experiences that make users feel heard and valued.

One Big Question: How can your chatbot evolve to feel less like a tool and more like a trusted assistant?

Source

Thank you!

I hope you found value in this week’s links. See you next Sunday.

If this edition sparked ideas, share it with a colleague or team member. Let’s grow the DCX community together!

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?? Please Reach Out

I created this newsletter to help customer-obsessed pros like you deliver exceptional experiences and tackle challenges head-on. But honestly? The best part is connecting with awesome, like-minded people—just like you! ??

Here’s how you can get involved:

• Got feedback? Tell me what’s working, what’s not, or what you’d love to see next.
• Stuck on something? Whether it’s a CX challenge, strategy question, or team issue, hit me up—I’m here to help.
• Just want to say hi? Seriously, don’t be shy. I’d love to connect, share ideas, or even swap success stories.

Your input keeps this newsletter fresh and valuable. Let’s start a conversation—email me, DM me, or comment anytime. Can’t wait to hear from you!

—?Mark

www.marklevy.co

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P.S.

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