Stephanie Thum, CCXP
7 Ways You Can Still Light Up Your Customer Experience Plans in 2021
Show of hands, who is coming up for air now that we're powering through 2021? Many of us have been in a full sprint with our work and...
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Stephanie Thum, CCXP
- Jun 2, 2021
- 3 min
Why Customer Disvalue is a Bigger Threat than Dissatisfaction. Plus 5 Trust-Building CX Strategies.
It has been argued that trust is the currency of business. Earned in drops, lost in buckets, as they say. Nobody has mastered the basics...
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Stephanie Thum, CCXP
- May 27, 2021
- 2 min
Mitel Minute: What is the most important skill for today's global CX leaders?
Today's Mitel Minute question: What are the most important skills for today’s global CX leaders? There are plenty of technical and...
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Stephanie Thum, CCXP
- May 21, 2021
- 4 min
Customer Success & Aftercare: Do This to Supercharge Sales, Maximize CX, and Create Loyal Customers
Selling to a new client is one thing; the service and retention work after the sale is another. But are the two things really all that...
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Stephanie Thum, CCXP
- May 19, 2021
- 1 min
How To Deal With Customer Complaints: Mitel Minute
Customer complaints are a common part of just about every business. Ignoring them can lead to the dreaded operational meltdown! So in...
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Stephanie Thum, CCXP
- May 17, 2021
- 4 min
Customer Expectations Are Changing. But These 7 Things Haven’t Changed About Customer Experience.
Sometimes it seems like everything has changed in CX. But some things have not changed. Here are 7 examples.
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Stephanie Thum, CCXP
- May 12, 2021
- 1 min
How Leaders Can Help Their Virtual Teams Avoid Operational Meltdowns
As a leader, it can be hard to spot operational meltdowns coming. Especially with a virtual team. So in episode 2 of the Mitel Minute,...
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Stephanie Thum, CCXP
- May 10, 2021
- 3 min
PegaWorld iNspire: 5 Customer Experience Session Replays You Really Shouldn’t Miss
This blog post is sponsored by Pegasystems. Peace out, PegaWorld 2021! Your virtual event gave us colorful branding, lively...
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Stephanie Thum, CCXP
- May 5, 2021
- 1 min
How Change Readiness Drives Change Management Strategy
Organizational change is everywhere, all the time! Not just in the realms of customer experience and employee experience, but everywhere!...
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Michelle Batt, CCXP
- May 4, 2021
- 3 min
How to Score 3 CX Wins in 1 -- Engage Your Front-Line to Improve the Customer Experience!
Guest post by Michelle Batt, CCXP In order to find out what your customers need or want why not ask your own people? I’ve seen this work...
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Stephanie Thum, CCXP
- Apr 22, 2021
- 3 min
5 Ways Customer Experience Leaders Can Influence Digital Transformation
This post is sponsored by Pegasystems. Digital transformation is no longer a subject on the periphery for customer experience...
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Stephanie Thum, CCXP
- Apr 12, 2021
- 4 min
6 Ways Tech Will Enable the Post-COVID Airport Customer Experience
Gene Sutch knows not everyone who took a travel hiatus during the pandemic is ready to get back to flying. “But we’re here for customers...
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Practical CX
- Mar 26, 2021
- 1 min
Coming This Spring: "The Mitel Minute" hosted by Stephanie Thum
This post is sponsored by Mitel. We're so excited to announce our new brand partnership and a mini-series! Coming this spring, be sure to...
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Stephanie Thum, CCXP
- Mar 24, 2021
- 3 min
New Research: 4 Ways Marketers Can Use Online Customer Reviews to Unleash Sales Opportunities
These customer-written, public gems are about far more than just words on a screen.
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Luis Melo
- Mar 14, 2021
- 4 min
Guest Post: The Experience Management Tech Market is Abuzz, But Think Beyond Tech for ROI.
Guest Post by Luis Melo, AKA "Doctor CX." How do you engineer value from customer and employee feedback? In my experience, the answer is...
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Karyn Furstman, CCXP
- Mar 3, 2021
- 4 min
Demystifying Customer Experience: 5 CX Veterans Share Wisdom - Guest Post by Karyn Furstman, CCXP
While the idea of delivering a great customer experience has been around for many years, I’m amazed at how often I hear of companies...
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Stephanie Thum, CCXP
- Feb 5, 2021
- 2 min
Decoding Government Customer Experience Acronyms: A New Guide for Practitioners and Consultants
Hello, friends and colleagues! I have some news about one of my recent projects! Dictionary of U.S. Federal Government Terms, Phrases,...
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Stephanie Thum, CCXP
- Jan 26, 2021
- 4 min
Harmful Red Tape & the Menace to Customer, Employee, and Supplier Experience
When Wendy Beban and her team got the chance to slash some red tape for the citizens and employees of Auckland, New Zealand, they charged...
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Stephanie Thum, CCXP
- Jan 18, 2021
- 5 min
Do CX Professionals Need New Leadership Skills Now? Four Longtime Execs Weigh In.
By Stephanie Thum, CCXP There are two big things that we know to be true about the world of customer experience right now. First, things...
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Stephanie Thum, CCXP
- Jan 13, 2021
- 4 min
3 Ways to Avoid Operational Meltdowns with Your Virtual Team
This blog post is sponsored by Mitel. Rob Sher knows how to strike at the heart of almost every entrepreneur I have ever known. In his...
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