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    U.S. Federal Government CX: A Roundup of Stuff to Know, Beyond the New Presidential EO
    Stephanie Thum, CCXP
    • Dec 17, 2021
    • 3 min

    U.S. Federal Government CX: A Roundup of Stuff to Know, Beyond the New Presidential EO

    President Biden’s new executive order (EO) on customer experience lit up the social streams like nothing I’ve seen in quite some time....
    16 views0 comments
    Book review: Why the most important customer experience book of 2022 is a book about sludge.
    Stephanie Thum, CCXP
    • Dec 13, 2021
    • 4 min

    Book review: Why the most important customer experience book of 2022 is a book about sludge.

    When you make customers jump through hoops, negative things are bound to happen. One of those negative things is customers eventually...
    9 views0 comments
    Tips, Tools, and Tech for Better CX in 2022: Ten Leaders Weigh In
    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...
    18 views0 comments
    Government CX is Maturing: Highlights from the White House's Refreshed CX Accountability Framework
    Stephanie Thum, CCXP
    • Sep 3, 2021
    • 3 min

    Government CX is Maturing: Highlights from the White House's Refreshed CX Accountability Framework

    The White House's updated CX accountability framework adds equity and updates the definition of CX in the U.S. federal government. Here...
    35 views0 comments
    Sludge Audits: Calculating the Costs of Painful, Time-Consuming Employee & Customer Experiences
    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...
    65 views0 comments
    Dictionary of U.S. Government CX Terms and Acronyms is a "Best CX Book of 2021"
    Stephanie Thum, CCXP
    • Jul 1, 2021
    • 1 min

    Dictionary of U.S. Government CX Terms and Acronyms is a "Best CX Book of 2021"

    Surprise! I never expected in a million years that my little Dictionary of U.S. Federal Government Customer Experience Terms, Phrases,...
    5 views0 comments
    PegaWorld iNspire: 5 Customer Experience Session Replays You Really Shouldn’t Miss
    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...
    80 views0 comments
    Decoding Government Customer Experience Acronyms: A New Guide for Practitioners and Consultants
    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,...
    71 views0 comments
    Harmful Red Tape & the Menace to Customer, Employee, and Supplier Experience
    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...
    82 views0 comments
    About that Call for a Federal Chief Customer Officer…
    Stephanie Thum, CCXP
    • Dec 11, 2020
    • 3 min

    About that Call for a Federal Chief Customer Officer…

    There’s no shortage of special interest groups in the U.S. that want to get the attention of the Biden-Harris administration right now....
    46 views0 comments
    Conquering Paper, Red Tape, and Resistance to Change on the Way to IT Modernization
    Stephanie Thum, CCXP
    • Oct 28, 2020
    • 3 min

    Conquering Paper, Red Tape, and Resistance to Change on the Way to IT Modernization

    This blog post is sponsored by Pegasystems. Can we talk about red tape for just a minute? Because government is well-known for adding it...
    119 views0 comments
    Improving CX In the U.S. Government: What Role Do the Watchdogs Play?
    Stephanie Thum, CCXP
    • Oct 12, 2020
    • 2 min

    Improving CX In the U.S. Government: What Role Do the Watchdogs Play?

    One of my most admired old bosses, a government agency leader, had a saying. “’Sometime next week’ is not a deadline! Be specific! What...
    27 views0 comments
    How Auckland Council Scored a Win for Government Customer Experience
    Stephanie Thum, CCXP
    • Aug 3, 2020
    • 4 min

    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...
    198 views0 comments
    Inspectors With Influence: How Watchdogs Sway Customer Experience Mindsets in the U.S. Government
    Stephanie Thum, CCXP
    • Jul 28, 2020
    • 3 min

    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...
    45 views0 comments
    Can CX Practices Help Solve the Maze of Complicated Procurement Ecosystems?
    Stephanie Thum, CCXP
    • Jul 22, 2020
    • 3 min

    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...
    59 views0 comments
    
New GAO Report: Customer Experience Takeaways for Federal Government Agencies Beyond the IRS
    Stephanie Thum, CCXP
    • Jan 20, 2020
    • 3 min

    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...
    14 views0 comments
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