Questions I get, answered properly.

A newsletter, a job board and a resource library for people who work in customer experience. Written and run by me, Steph Lundberg, on my own time.

All of it is free. There is no members-only tier, no paywall, and no part of the site that opens up if you pay. Subscribing gets you the newsletter by email and lets you comment — it doesn't unlock anything to read.

I do, mostly, plus whatever readers chip in. Hosting, email and tools come out of my pocket.

There is a page that shows the actual numbers rather than gesturing at them.

No. No ads, no sponsored posts, no paid placements, no paid recommendations, no affiliate links.

This used to be different — there were paid company tiers on the job board and sponsorship slots in the newsletter. They are gone and they are not coming back. Nothing on this site was bought.

Please do. A job to rate, a resource for the library, something you think should be in an issue, or a correction — it all goes through one form.

Name and email are optional on most of it. You can send me something without telling me who you are.

A decent amount of the site furniture is AI-generated — interface copy like buttons, labels, minor page descriptions, that sort of thing. I also used AI to consolidate this page out of the three separate FAQs that existed before.

But I wrote the rest, and all of the meaty, important stuff, and I reviewed every word on each page before it went live. (Literally every word, so if something is shitty, it is sadly my fault and not the AI's.)

All of the for-real content is written by me. The newsletter, every Bad Job Bingo game, all Deep Dives are mine. That will not change, because I figure the reason you're reading what I write is that I wrote it. Otherwise, what's the point of writing or reading at all?

Same standard applies to anything you send me: it has to be yours, not AI's. Yes, I check, and yes, I can tell.

What happened in CX and tech, and what was nonsense about it. News, other people's good work, career news worth celebrating, and my commentary on all of it.

Bad Job Bingo is the other regular series — job descriptions read closely and rated flag by flag. Deep Dives are the longer ones. They all arrive as one email.

Whenever an issue is ready. There used to be a schedule, before I realized I wanted the newsletter to be a hobby and not a business.

But now there is no schedule, for a few reasons. One, having that kind of deadline stressed me out to the point that writing was something I dreaded.

Two, whenever I blew through a publishing deadline because I was tired or had a family thing, I felt like shit, and I don't want that association with something I'm doing for fun.

Three, a lot of weeks I could do an issue fast or do an issue well, and I don't want to accept that tradeoff anymore. I'd rather send you something worth reading than something on time.

There is one email list, so I can't split the email without splitting the newsletter. What I can do is give each series its own feed — subscribe to just the one and skip the email entirely: the Roundup, Bad Job Bingo, or Deep Dives.

Yes, and I would like more of them. Anything CX-related: news, blog posts, podcasts, videos, books, a social post that made you put your phone down.

Adjacent fields count too — tech, labor, hospitality. Anything you think another CX human would want to see.

Tell me whether you want crediting. If you don't say, I credit it as reader-submitted.

Yes, and I actively want you to. This is written by CX people for CX people, and boosting your work is part of the point.

Four conditions: at least 90% of it has to be genuinely useful rather than a pitch; you wrote it, not an AI; it can't sit behind a paywall or an email-capture form; and it has to be publicly attributed to you so I can verify you made it.

I can't stop you, but I won't use it. This isn't a lead generation channel, no matter how ground-breaking the ebook is.

Your CX job openings are a different matter — send those to the job board, where they get rated like everything else.

I know, rude. I use or don't use anything submitted at my sole discretion and without explanation. Sending more is still welcome.

It started as a silly game about a genuinely unfunny experience. I was job hunting, most listings were fine, and some were so full of warning signs that I started writing them down to work out which were real red flags and which were just worth a second look.

Putting them on a bingo card made it a game instead of a depressing afternoon. Then I had enough entries to fill a few cards and realized it had stopped being a joke — it was the actual tool I was using to avoid bad jobs. So I made it public.

More art than science, but roughly: I mark every Bad Job Bingo entry I can find in a listing, then count.

No flags at all is Green Means Go. A couple of yellows is Eh, It's Probably Fine. A mix of red and yellow under five total is Tread Carefully. Five or more and the job has won BINGO. Well past five, or all red, and it's Seriously, Maybe Don't.

Not at all. The point is to send you in with your eyes open, so you can pick your battles instead of being ambushed by them.

The ratings are mine. A bad rating isn't a instruction not to apply, and a good one isn't an endorsement. What's intolerable to me might be completely fine for you — which is why I'd rather you made Bad Job Bingo your own.

I've been the job seeker and the hiring manager, so I've seen the process from both ends and developed a decent nose for bullshit.

That said — take what's useful and bin the rest, same as any other resource.

No. Just ten years in CX and nearly twenty working, which makes reading between the lines of a careers page a lot easier.

Filter by rating, discipline, level, type, location, salary or company, or search across the whole board. Every axis has its own page if you want to browse rather than filter.

A summary card with the company, title, rating, discipline, seniority, type and location, salary range, and whether it's open or closed.

Then my commentary if I had any, a link to the issue it appeared in, the original description for reference, and the application link. Very old imported listings sometimes have only the card.

Every listing is tagged Open or Closed. When one closes I add a notice, remove the application link and change the tag. I check open listings regularly, but I'm one person — if you spot one that's gone, tell me and I'll update it.

Listings that stay open for a very long time, or get taken down and reposted with almost no changes, because the company doesn't actually intend to fill the role. Usually to placate an understaffed team, or to look like they're growing to investors and the candidates they actually want.

It's become common enough that I flag them. I can never be certain — but anything carrying the tag is highly suspicious. If you spot one before I do, say so.

Send it to me. It's free, it has always been free, and there is no paid option — the tiers that used to exist are gone.

Every listing gets rated, including yours. Sending a job means agreeing to that: I reserve the right to make jokes, rant, or otherwise say what I actually think of a job description, and I won't remove a rating because you disagree with it.

No. That was purchasable once and it isn't now, because a rating you can buy your way out of isn't worth reading.

Rated jobs turn up in the newsletter. I don't send job alerts. I used to, but it was a really manual system that didn't even work that great for job seekers, so I don't anymore.

If you want a genuinely comprehensive CX job list in your inbox, Ashley Hayslett's Professional Helpers newsletter is excellent, and I recommend it without reservation. (Ashley didn't pay me to say that.)

A repository of CX things worth knowing about: courses and training, books, newsletters, podcasts, communities, tooling, gear, job boards and more.

It exists because I kept bookmarking the same things while writing the newsletter, and because CX people deserve tools built for CX people instead of scraps borrowed from sales and dev.

No. Library entries describe what something is and leave the judgment to you. That's deliberate — the job board is where I have opinions.

A lot of the descriptions are the source's own words rather than mine — I'd rather let something describe itself than paraphrase it badly. So unless there's a note saying otherwise, assume the description came from the resource.

Tooling and Gear are the one exception, where you'll find my notes clearly marked as mine.

On a rolling basis. New things get made constantly, so things get added constantly.

Yes, please. Tell me if you want credit for the find.

Nothing AI-generated. I check. You're welcome to suggest something you made or run, though I add things at my own discretion and I don't send status updates on suggestions.

Yes, if it serves a CX audience: your blog, courses and certifications, a branded podcast or newsletter, published books, tools, or gear — as long as it's primarily informational rather than a sales pitch.

Strong preference for nothing behind a paywall or a contact-info form. If it is, it needs to be genuinely excellent to be worth it. And no AI-generated material.

Suggesting it doesn't buy placement — nothing does. If you send a summary I'll often use it, with a note saying it came from the company.

A directory is everything of one type — the Podcasts directory has every podcast on the site, filterable by topic.

A collection is everything about one theme, discipline or topic, whatever form it takes. The Experience collection holds books, podcasts, training and job boards alike, filterable by type.

Sorry about that, and thank you for telling me. Summary, category, tags, dead link — send it over and I'll fix it.