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3 Conversations Customer Experience Pros Aren't Having But Should Be
CX is a mindset. Don't just bolt it on to your business. Bake it in. Most credentialed customer experience (CX) professionals know the...
Stephanie Thum, Ph.D., CCXP
Aug 21, 20203 min read
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How Auckland Council Scored a Win for Government Customer Experience
Here’s the thing about customer experience wins in government: They’re rare. And when they do happen, they’re usually not as sexy as...
Stephanie Thum, Ph.D., CCXP
Aug 3, 20204 min read
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Inspectors With Influence: How Watchdogs Sway Customer Experience Mindsets in the U.S. Government
If you've ever had to wait in line to pay longer than you spent actually shopping in a store, then you know there are few, if any...
Stephanie Thum, Ph.D., CCXP
Jul 28, 20203 min read
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Can CX Practices Help Solve the Maze of Complicated Procurement Ecosystems?
Suppliers play a vital role in creating experiences for citizens and customers of U.S. federal government agencies. Yet, the government...
Stephanie Thum, Ph.D., CCXP
Jul 21, 20203 min read
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Want to improve customer experience? Start with content!
This article originally appeared on The Future of Customer Engagement and Experience. Communication is fundamental to customer...
Stephanie Thum, Ph.D., CCXP
Jul 18, 20203 min read
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B2B Influencer Marketing: They Can Own Your Brand Better Than You
If you’re someone who bristles when they hear the term “influencer marketing” and the thought of collaborating with an influencer in your...
Stephanie Thum, Ph.D., CCXP
Jul 13, 20204 min read
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COVID19 E-Commerce Stats Are Staggering. What Now for Businesses?
This article originally appeared on The Future of Customer Engagement and Experience. Mind-blowing. Eyebrow-raising. Staggering. No...
Stephanie Thum, Ph.D., CCXP
Jun 25, 20203 min read
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Proactive 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....
Stephanie Thum, Ph.D., CCXP
May 21, 20204 min read
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Measuring CX During a Crisis: Metrics That Matter When It’s Anything *But* Business as Usual
It’s safe to say that nobody wanted this to happen. Reacting to the COVID-19 global health crisis, companies are operating in crisis...
Stephanie Thum, Ph.D., CCXP
Apr 29, 20204 min read
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Customer Inclusiveness: The ROI of closing the experience gap for ALL customers
This post originally appeared on the Future of Customer Engagement and Experience Diversity and inclusiveness have been front-and-center...
Stephanie Thum, Ph.D., CCXP
Apr 29, 20204 min read
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Privacy Please! Everyone wants your personal data – here are 3 ways to protect it
It 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...
Stephanie Thum, Ph.D., CCXP
Feb 28, 20205 min read
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New GAO Report: Customer Experience Takeaways for Federal Government Agencies Beyond the IRS
The title of last week’s Government Accountability Office (GAO) report might fool you: IRS Successfully Implemented Tax Law Changes but...
Stephanie Thum, Ph.D., CCXP
Jan 19, 20203 min read
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Wait and See: Four Ways To Keep The Customer Experience Going When Uncertainty Looms
This post and video were originally created for SAP and appeared on DigitalistMag.com. “Wait and see.” That phrase can be like a huge,...
Stephanie Thum, Ph.D., CCXP
Jan 14, 20204 min read
15 views
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