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Thinking on CX, AI,
and systems design.

1Password Has a Great Product. Their Customer Journey Has a Problem. CX
Shadow CX Is About to Become a Massive Problem CX
Frequently Returned: When Honesty Becomes Your Competitive Edge CX
Your Launch Is Incomplete Without This One Step CX
Start with Your Cognac Moment CX
CX Review: Spotify — Post-Sales Support Journey CX
The Compound Interest of Customer Experience CX
Recent writing

Customer Experience

1Password Has a Great Product. Their Customer Journey Has a Problem.
Shadow CX Is About to Become a Massive Problem
Frequently Returned: When Honesty Becomes Your Competitive Edge

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