Dark patterns expose deeper ethical issues in customer experience. Here’s how virtue ethics grounds fair decisions that build customer trust.

The $2.5 billion Amazon "dark patterns" settlement illuminates deep ethical CX questions.

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

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, openly or privately. They can ignite social media firestorms with a single click on a smartphone. The risk only grows in complexity when employees can get burned out and lose faith in your brand. Understanding why is a solid step toward getting in front of the problems. Here are five recent peer-reviewed scholarly studies on the stormy side of