Stephanie Thum, CCXP
When great government CX pep talks come in the form of a celebrity blog post
Sometimes the biggest inspirations come in the form of blog posts. Earlier this month, Melinda French Gates posted an article on the Bill...
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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....
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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...
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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
- 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...
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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
- 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,...
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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...
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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,...
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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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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....
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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...
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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...
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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...
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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...
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Stephanie Thum, CCXP
- Jul 21, 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...
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Stephanie Thum, CCXP
- Jan 19, 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...
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