Rules, processes, policies, and procedures communicate just as much from leaders to followers as town hall speeches, e-mails, and LinkedIn posts. Every rule, procedure, and policy communicates a message about trust, power, risk, or accountability.

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

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

The White House's updated CX accountability framework adds equity and updates the definition of CX in the U.S. federal government. Here are the five of the most interesting things about how federal agencies are expected to think about customer experience now.