Stephanie Thum, CCXPJun 253 minCOVID19 E-Commerce Stats Are Staggering. What Now for Businesses?By Stephanie Thum, CCXP Mind-blowing. Eyebrow-raising. Staggering. No matter which word you use to describe it, there have been some rema...
Stephanie Thum, CCXPJun 93 minComfort is the Ticket: Getting Air Travel Customers Back Post-COVID-19By Stephanie Thum, CCXP Photo by Pixabay Getting your customers back post-COVID-19 isn’t going to be about slick marketing slogans, disco...
Stephanie Thum, CCXPMay 214 minProactive or Reactive? CX Industry Veterans Get Real About CX Strategy and Skills Now Versus “Then”Being proactive rather than reactive is usually how most business leaders, including customer experience (CX) leaders, prefer to work. Th...
Stephanie Thum, CCXPApr 294 minMeasuring CX During a Crisis: Metrics That Matter When It’s Anything *But* Business as UsualThis article originally appeared on The Future of Customer Engagement and Experience. From a business perspective, it’s safe to say that ...
Stephanie Thum, CCXPApr 294 minCustomer Inclusiveness: The ROI of closing the experience gap for ALL customersThis post originally appeared on the Future of Customer Engagement and Experience Diversity and inclusiveness have been front-and-center ...
Stephanie Thum, CCXPFeb 285 minPrivacy Please! Everyone wants your personal data – here are 3 ways to protect itIt was the late-1990s. My then-boyfriend-now-husband and I popped into Radio Shack, an electronics store, to buy a small part for our hom...
Stephanie Thum, CCXPJan 203 min New GAO Report: Customer Experience Takeaways for Federal Government Agencies Beyond the IRSThe title of last week’s Government Accountability Office (GAO) report might fool you: IRS Successfully Implemented Tax Law Changes but N...
Stephanie Thum, CCXPJan 152 minBook Review: Damned Lies and Statistics - What Customer Experience Pros Can Learn from Data SkepticsAuthor's note: Sometimes the most helpful books on customer experience don't have the word "customer" in the title at all. I picked this ...
Stephanie Thum, CCXPJan 144 minWait and See: Four Ways To Keep The Customer Experience Going When Uncertainty LoomsThis post and video were originally created for SAP and appeared on DigitalistMag.com. “Wait and see.” That phrase can be like a huge, re...