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...

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...