Practical CX ®

We’re not hanging out on X much anymore. Find us on @LinkedIn. 🫶🏼

Dark Patterns vs. Customer Experience Efficiency: HP’s Hold-Time Controversy #CX #Ethics - New on the blog - @stephaniethum practical-cx.com/post/customer-…

#CX #ethics - finding a moral compass with dark patterns practical-cx.com/post/cx-virtue… #darkpatterns

#CX Ethics in the Spotlight: Amazon’s $2.5B Dark Patterns Settlement with the FTC linkedin.com/pulse/cx-ethic… via @stephaniethum

Seven wins and wipeouts: A look back at #CX in 2024. practical-cx.com/post/from-wins… #CustomerExperience #CustServ #PotteryBarn #Government

Click to cancel? Not so fast, says industry. #cx #custserv practical-cx.com/post/click-to-… #clicktocancel

Do #customers perceive AI-written #communications as less authentic? Sometimes yes, sometimes no. #cx #customerexperience #ai phys.org/news/2024-10-c…

#Sustainability and customer experiences are no longer worlds apart. Are #CX pros prepared with the circular design skills they need? linkedin.com/pulse/from-cx-…

Pottery Barn just redesigned some of its most popular #furniture with a different, underserved customer segment in mind. #cx #retail #customerexperience ⁦@potterybarn⁩ linkedin.com/pulse/why-pott…

THIS! One of the most important pieces of advice I’ve given to ALL of my clients. 👇🏾

Is self-checkout on the chopping block? 6 major retailers are changing their check-out policies and investments. #cx #custserv kioskmarketplace.com/articles/is-se…

⌛️🫰This week's @WhiteHouse "Time is Money" memo wasn’t a victory lap for better #CX as a business standard but a clear signal that the quest continues. @stephaniethum has more on the blog. #customers. #Consumers #CustServ practical-cx.com/post/reality-c…

👉 Customer trust-building 101: Close the loop! t.ly/Dp0K #CustomerExperience #CX #Trust

Don’t just measure what matters. Measure what matters that you are going to do something about. #cx #Leadership #CustomerExperience #customerfeedback #metrics

3 new industry reports track what matters to the candidate experience and how companies and talent attraction teams measure up. Via @stephaniethum #Leadership #CandidateExperience #CX linkedin.com/pulse/tracking…

Is your #CX strategy ethically sound? 3 major cases to consider. #ethics #CustomerExperience #customers #Integrity practical-cx.com/post/is-your-c…

Giants like Adobe, Toyota Motor Credit, and SiriusXM are facing #legal troubles that raise questions at the intersection of #ethics and CX. What do #CEOs and #CX pros need to think about? 3 cases to consider. #CustomerExperience practical-cx.com/post/is-your-c…

The success of a webpage isn’t about getting the #customer to do what *you* want them to do. Success is about the *customer* getting to do what *they* want/need to do. #cx #customerexperience

There are many pitfalls in setting up a voice of the #customer program. The biggest: cultural candor. ✅ Why are we collecting #feedback? ✅ Will we triage, not punish for uncomfortable info? ✅ Act on #data? A good #VOC foundation requires honesty. #cx

Don’t just measure what matters. Measure what matters that you are going to do something about. #cx #CustomerExperience #customerfeedback #metrics