Stephanie Thum, Ph.D., CCXPFeb 1, 20224 minDigital 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...
Stephanie Thum, Ph.D., CCXPJan 3, 20222 minCustomer fury, narcissism, and digital vigilantism: 5 studies on the stormy side of CXMost of us would prefer to love our customers, but the feeling isn’t always mutual. Customers can be unruly. They can hate your brand,...
Stephanie Thum, Ph.D., CCXPNov 22, 20213 minTips, Tools, and Tech for Better CX in 2022: Ten Leaders Weigh InBy Stephanie Thum, CCXP Show of hands. Who’s setting business priorities for 2022? How the world understands customer and employee...
Stephanie Thum, Ph.D., CCXPAug 9, 20214 minSludge Audits: Calculating the Costs of Painful, Time-Consuming Employee & Customer ExperiencesToo many rules and too much sludge can lead to a host of negative employee and customer experiences. Sludge audits can help attach a...