Updated December 21, 2024 Customer experience (CX) has had its share of highs and lows in 2024—a roller coaster ride of triumphs that...

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)...

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...

Juggling a 9-to-5 and a passion project can ignite one’s creativity. Even as I've been exploring another professional world away from CX...

Hello, friends and colleagues! Almost three years after publishing my Dictionary of U.S. Federal Government Terms, Phrases, and Acronyms,...

There are a few well-known but unwritten beacons in customer experience. Here’s one: Don’t give customers the runaround on purpose to...

Sometimes the biggest inspirations come in the form of blog posts. Earlier this month, Melinda French Gates posted an article on the Bill...

“Followership is not a term of weakness, but the condition that permits leadership to exist and gives it strength.” -Ira Chaleff, The...

Most of us would prefer to love our customers, but the feeling isn’t always mutual. Customers can be unruly. They can hate your brand,...

President Biden’s new executive order (EO) on customer experience lit up the social streams like nothing I’ve seen in quite some time....

When you make customers jump through hoops, negative things are bound to happen. One of those negative things is customers eventually...

By Stephanie Thum, CCXP Show of hands. Who’s setting business priorities for 2022? How the world understands customer and employee...

Hi, friends! I'm so excited to share with you my new collaboration with SAGE Publishing, the global academic publisher of books,...

Podcasts, blogs, reports, and books are great for staying sharp on the fundamentals and trends in customer experience management (CX). On...

Hello, friends! I am so happy to announce the trademark for Practical CX® is now fully registered and protected in the United States of...

The White House's updated CX accountability framework adds equity and updates the definition of CX in the U.S. federal government. Here...

Too many rules and too much sludge can lead to a host of negative employee and customer experiences. Sludge audits can help attach a...