We’re living in a marketplace where the price tag you see may be less about the product and more about the data trail you’ve left behind. The FTC seems to be saying those days are numbered. And they want the public’s input.

We're talking about dark patterns now more than ever, focusing on deceptive design and court cases. But one question remains oddly absent from the conversation: Where are the ethical organizational leaders?

“Surprise and delight” isn’t really a perk or a flourish like we often associate with the "surprise and delight" term in CX. It’s when a process doesn’t hide traps.

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.

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

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

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

You may have seen a wave of celebratory posts about it on social media: 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. 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 with a click, then you should be able to unsubscribe the same way—without wading throug

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

When you make customers jump through hoops, negative things are bound to happen. One of those negative things is customers eventually stop jumping. When that happens, it shouldn’t be any big surprise. That is the main point of Cass Sunstein’s book, Sludge: What Stops Us from Getting Things Done and What to Do About It. The book rarely mentions the word “customer.” But make no mistake. The book’s 153 pages are about the many ways in which sludge—those pesky hoops that companie