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Building CX-Savvy Agencies: Notes from the GovLoop CX Community of Practice Webinar
While government agencies aren’t profit-driven, their leaders are still often held to business standards that mirror those in the private sector. That's why CX matters to everyone.
Stephanie Thum, Ph.D., CCXP
Apr 183 min read
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Art Basel & Hong Kong Tourism Board: Rethinking Customer Experience Through a Novel Business Partnership
In 2024, a business partnership between Art Basel and the Hong Kong Tourism Board (HKTB) became a master class in CX and marketing.
Stephanie Thum, Ph.D., CCXP
Apr 21 min read
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How Dollar General Employees Flexed Their Followership Muscles, Demanded Safety on the Job, and Won
Photo of a protest, protesters have their arms raised and fists in the air. Imagine walking into your workplace and facing blocked exits,...
Stephanie Thum, Ph.D., CCXP
Mar 41 min read
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What OpenAI’s Leadership Crisis Taught the World About Followership
In November 2023, OpenAI's threatened employee walkout after the board's firing of Sam Altman turned into a master class in followership.
Stephanie Thum, Ph.D., CCXP
Feb 122 min read
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