Stephanie Thum Blog | Practical CX, LLC

When Sludge Becomes CX Strategy: Bureaucratic Harm as a Leadership Communication Issue?

Sludge is more than a nuisance. It's a communication choice made by leadership. Sometimes it isn't intentional. Sometimes it is.

Stephanie Thum, Ph.D., CCXP

Jul 42 min read

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

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

Photo of a protest where protesters have their arms raised and fists in the air.

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