Not all unethical customer behavior is equal. An interesting question then arises of how to distinguish between different types of unethical customer behavior, consider its consequences, and responses ...

Understand innate reactions. Customers are people, and like all human beings, have subconscious reactions to their environment. Improve CX through customer behavior. A psychological lens can help CX ...

Fraser Brown, founder and managing director at MotorVise, explains how poor communication drives customer frustration and ...

There is no doubt that, in the past year, changes to consumer behaviour have occurred faster and more extreme than ever before. Digital adoption has skyrocketed as consumers and brands alike responded ...

Strategies that fail to account for these psychological shifts will inevitably miss emerging opportunities and underestimate new risks.

CX Network surveyed its members in December 2025 and January 2026 with 342 eligible CX practitioners, service leaders, experience designers, analysts, authors, and consultants from around the world ...

In late 2017, I spoke with Dave Cherry (Executive Strategy Advisor with Cherry Advisory, LLC) and he shared the following breakdown of the key foundational elements of a single view of the customer: ...

“We found that almost a third of Americans say that they've changed their spending or savings habits because of the recent ...