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, 2022
- 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
- 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
- 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 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 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
- 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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Stephanie Thum, CCXP
- Jun 23, 2021
- 1 min
Mitel Minute: Can having too many communication tools impact customers' and employees' experiences?
Is it ever possible to have too many communication tools at work? There are a lot of ways to think about this, and opinions can vary. For...
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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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