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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
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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
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What OpenAI’s Leadership Crisis Taught the World About Followership
In November 2023, OpenAI's threatened employee walkout after the board's firing of Sam Altman turned into a master class in followership.
Stephanie Thum, Ph.D., CCXP
Feb 122 min read
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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
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