Stephanie Thum, CCXP
Digital Transformation Leadership: Making the Case for Followership. (Yes, followership!)
“Followership is not a term of weakness, but the condition that permits leadership to exist and gives it strength.” -Ira Chaleff, The...
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Stephanie Thum, CCXP
- Jan 3
- 2 min
Customer fury, narcissism, and digital vigilantism: 5 studies on the stormy side of CX
Most of us would prefer to love our customers, but the feeling isn’t always mutual. Customers can be unruly. They can hate your brand,...
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Stephanie Thum, CCXP
- Dec 17, 2021
- 3 min
U.S. Federal Government CX: A Roundup of Stuff to Know, Beyond the New Presidential EO
President Biden’s new executive order (EO) on customer experience lit up the social streams like nothing I’ve seen in quite some time....
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Stephanie Thum, CCXP
- Dec 13, 2021
- 4 min
Book review: Why the most important customer experience book of 2022 is a book about sludge.
When you make customers jump through hoops, negative things are bound to happen. One of those negative things is customers eventually...
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Stephanie Thum, CCXP
- Nov 22, 2021
- 3 min
Tips, Tools, and Tech for Better CX in 2022: Ten Leaders Weigh In
By Stephanie Thum, CCXP Show of hands. Who’s setting business priorities for 2022? How the world understands customer and employee...
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Stephanie Thum, CCXP
- Oct 21, 2021
- 2 min
SAGE Publishing: Call for CX Business Case Studies for Use in Colleges and Universities
Hi, friends! I'm so excited to share with you my new collaboration with SAGE Publishing, the global academic publisher of books,...
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Stephanie Thum, CCXP
- Oct 4, 2021
- 2 min
Customer Apologies, Language, and Sludge: 3 New Scholarly Articles for Your CX Reading List
Podcasts, blogs, reports, and books are great for staying sharp on the fundamentals and trends in customer experience management (CX). On...
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Stephanie Thum, CCXP
- Sep 23, 2021
- 1 min
Announcing Our Official Trademark!
Hello, friends! I am so happy to announce the trademark for Practical CX® is now fully registered and protected in the United States of...
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Stephanie Thum, CCXP
- Sep 3, 2021
- 3 min
Government CX is Maturing: Highlights from the White House's Refreshed CX Accountability Framework
The White House's updated CX accountability framework adds equity and updates the definition of CX in the U.S. federal government. Here...
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Stephanie Thum, CCXP
- Aug 9, 2021
- 4 min
Sludge Audits: Calculating the Costs of Painful, Time-Consuming Employee & Customer Experiences
Too many rules and too much sludge can lead to a host of negative employee and customer experiences. Sludge audits can help attach a...
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Stephanie Thum, CCXP
- Aug 7, 2021
- 2 min
Roundup: Five new industry reports track customer and employee experience trends that matter most
How are customers and employees really doing right now? What are they saying about their experiences? How are business leaders flexing...
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Stephanie Thum, CCXP
- Jul 31, 2021
- 4 min
Red Tape: Getting Real About What Keeps Employee Experiences from Being Great
If you work in or around customer experience, there’s a phrase you’ve undoubtedly seen 1,000 times on social media: “A great employee...
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Stephanie Thum, CCXP
- Jul 21, 2021
- 1 min
Mitel Minute: How can leaders inspire innovation on virtual and hybrid teams?
How does innovation change on virtual and hybrid teams? What should leaders do to foster innovation with their teams? Here are my ideas....
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Stephanie Thum, CCXP
- Jul 15, 2021
- 3 min
Customer Trust-Building 101: Close the Loop!
Collecting customer feedback has become a mainstay for companies that want to reap the benefits of customer-centricity. There are now...
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Stephanie Thum, CCXP
- Jul 14, 2021
- 1 min
Mitel Minute: Why is it important to build great employee communication systems?
Great customer experiences are deliberately designed. The same is true for your employee communication systems. But! The question on this...
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Stephanie Thum, CCXP
- Jul 13, 2021
- 2 min
Virtual & Hybrid Team Leadership: Join the Conversation on Twitter July 22, Preview The Chat Now!
It's time to compare notes, friends! What: A Tweetchat hosted by Mitel Co-Hosts: Billie Hartless and Andy Grant of Mitel, and me When:...
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Stephanie Thum, CCXP
- Jul 7, 2021
- 1 min
Mitel Minute: Supercharge Sales, Create Growth by Teaming with Customers
So much has changed about customer experience, but some things will never go out of style, like saying thank you to customers and...
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Stephanie Thum, CCXP
- Jul 1, 2021
- 1 min
Dictionary of U.S. Government CX Terms and Acronyms is a "Best CX Book of 2021"
Surprise! I never expected in a million years that my little Dictionary of U.S. Federal Government Customer Experience Terms, Phrases,...
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Stephanie Thum, CCXP
- Jun 30, 2021
- 1 min
Mitel Minute: How can leaders foster innovation with a hybrid workforce?
We have learned a lot about virtual teams over the past few years. Now we need to understand hybrid teams. Hybrid teams are fluid. Some...
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Stephanie Thum, CCXP
- Jun 25, 2021
- 4 min
The Costs and Consequences of Data Breaches on Customer, Employee, and Stakeholder Relationships
Data breaches, hacks, and leaks have become so ridiculously common that sometimes you can't help but wonder, "Should customers just...
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