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.

“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.

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

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