Dark patterns and CX ethics have never been a part of the CX leader's scope of practice. It's time for that to change.

Research on balancing the practical ethics of sludge in government customer experience, program design, and delivery.

When HP intentionally added 15-minute support hold times, backlash followed. Here’s the leadership lesson about balancing customer experience, efficiency, and trust.

If you're building your CX bookshelf in 2026, Experience Rules is one for your list.

Unboxing the author's copies of my new book, the Sage Works Guide to Global Leadership

A new, peer-reviewed teaching case balances influencer marketing, PR, ESG principles, and ethics.

A brief review of the book Hold by Amas Tenumah from a customer experience leadership lens.

Explore how Amazon’s dark patterns case exposes deeper ethical issues in customer experience and how virtue ethics can guide CX leadership.

The $2.5 billion Amazon "dark patterns" settlement illuminates deep ethical CX questions.

Sludge is more than a nuisance. It's a communication choice made by leadership. Sometimes it isn't intentional. Sometimes it is.

While government agencies aren’t profit-driven, their leaders are still often held to business standards that mirror those in the private sector. That's why CX matters to everyone.

In 2024, a business partnership between Art Basel and the Hong Kong Tourism Board (HKTB) became a master class in CX and marketing.

Photo of a protest, protesters have their arms raised and fists in the air. Imagine walking into your workplace and facing blocked exits,...

In November 2023, OpenAI's threatened employee walkout after the board's firing of Sam Altman turned into a master class in followership.

Updated December 21, 2024 Customer experience (CX) has had its share of highs and lows in 2024—a roller coaster ride of triumphs that deserve celebration and failures that serve as cautionary tales. These seven nuggets stand out as critical moments, showing what works, what doesn’t, what's promising, and where brands can do better. Wipeout: Chocolate Backlash in Glasgow Willy Wonka is a pop culture touchstone of color and wonder, but a big event heralded as an immersive “Will

CX friends and enthusiasts, you didn’t really think it’d be that simple, did you? In mid-October, the U.S. Federal Trade Commission (FTC) announced its much-anticipated “ Click to Cancel ” rule, aimed at making life a bit easier for millions of customers. You may have noticed a wave of celebratory posts about it on social media. The rule’s goal? To ensure that, from a customer’s perspective, canceling a subscription is just as easy  as signing up for one. If you can subscribe

The White House's New Time is Money Memo Spotlights Bad CX But Isn't the Regulatory Crackdown Some Hoped For

Job candidates, like customers, are human beings who shape their perceptions of an organization based on their experiences.

CX professionals can help build a future where exceptional customer experiences go hand-in-hand with ethical business practices.

Customer experience (CX) professionals have complex jobs. In the C-suite, they carry the torch for customers while balancing what is best...