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When CX Deceives: Leadership, Dark Patterns, and Ethical Responsibility
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.
Stephanie Thum, Ph.D., CCXP
Mar 272 min read
New Research: Balancing the Practical Ethics of Sludge in Government Customer Experience
Research on balancing the practical ethics of sludge in government customer experience, program design, and delivery.
Stephanie Thum, Ph.D., CCXP
Mar 242 min read
Dark Patterns vs. Customer Experience Efficiency: HP’s Hold-Time Controversy
When HP intentionally added 15-minute support hold times, backlash followed. Here’s the leadership lesson about balancing customer experience, efficiency, and trust.
Stephanie Thum, Ph.D., CCXP
Mar 152 min read
When the Box Finally Arrives: Launching The Sage Works Guide to Global Leadership
Unboxing the author's copies of my new book, the Sage Works Guide to Global Leadership
Stephanie Thum, Ph.D., CCXP
Jan 303 min read
Influencer Marketing, PR, and ESG Principles: When Brand Trips Backfire
A new, peer-reviewed teaching case balances influencer marketing, PR, ESG principles, and ethics.
Stephanie Thum, Ph.D., CCXP
Jan 272 min read
Dark Patterns and CX Ethics: What the Amazon Prime Case Reveals About Customer Experience Leadership
Explore how Amazon’s dark patterns case exposes deeper ethical issues in customer experience and how virtue ethics can guide CX leadership.
Stephanie Thum, Ph.D., CCXP
Oct 19, 20252 min read
Customer Experience Ethics in the Spotlight: Amazon’s $2.5B Dark Patterns Settlement with the FTC
The $2.5 billion Amazon "dark patterns" settlement illuminates deep ethical CX questions.
Stephanie Thum, Ph.D., CCXP
Sep 29, 20253 min read
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