When HP intentionally added 15-minute support hold times, backlash followed. Here’s the leadership lesson about balancing customer experience, efficiency, and trust.

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.