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 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...

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

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

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...

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...

How are customers and employees really doing right now? What are they saying about their experiences? How are business leaders flexing...

How does innovation change on virtual and hybrid teams? What should leaders do to foster innovation with their teams? Here are my ideas....

Collecting customer feedback has become a mainstay for companies that want to reap the benefits of customer-centricity. There are now...

Great customer experiences are deliberately designed. The same is true for your employee communication systems. But! The question on this...