Coercive And Deceptive Design: How To Prevent Decisions That Help Short-Term KPIs But Hurt Loyalty

February 26th, 2020
With Contributors:
Rachel Birrell
Kelsey Callahan
and Madison Bakalar


This report outlines pragmatic strategies to help customer experience (CX) professionals identify dark patterns and combat the short-term thinking behind them, to steer their firms toward the sustained growth that arises from strong customer loyalty.

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