Government

When Sludge Becomes CX Strategy: Bureaucratic Harm as a Leadership Communication Issue?

Sludge is more than a nuisance. It's a communication choice made by leadership. Sometimes it isn't intentional. Sometimes it is.

Stephanie Thum, Ph.D., CCXP

Jul 42 min read

Building CX-Savvy Agencies: Notes from the GovLoop CX Community of Practice Webinar

While government agencies aren’t profit-driven, their leaders are still often held to business standards that mirror those in the private sector. That's why CX matters to everyone.

Stephanie Thum, Ph.D., CCXP

Apr 183 min read

Seven Wins & Wipeouts: A Look Back at Customer Experience in 2024

Updated December 21, 2024 Customer experience (CX) has had its share of highs and lows in 2024—a roller coaster ride of triumphs that...

Stephanie Thum, Ph.D., CCXP

Dec 9, 20244 min read

Reality Check: The White House’s New CX Memo Spotlights Bad CX, But Isn’t the Regulatory Crackdown Some Hoped For

The White House's New Time is Money Memo Spotlights Bad CX But Isn't the Regulatory Crackdown Some Hoped For

Stephanie Thum, Ph.D., CCXP

Aug 13, 20243 min read