President Biden’s new executive order (EO) on customer experience lit up the social streams like nothing I’ve seen in quite some time. That made me happy. It’s no secret that I’m a fan of the CX work being done in government—all governments. I held one of the U.S. federal government’s first agency-level CX leadership roles way back when… during the Obama administration. Since leaving government, I’ve advised colleagues and clients on the technicalities of U.S. federal govern

When you make customers jump through hoops, negative things are bound to happen. One of those negative things is customers eventually stop jumping. When that happens, it shouldn’t be any big surprise. That is the main point of Cass Sunstein’s book, Sludge: What Stops Us from Getting Things Done and What to Do About It. The book rarely mentions the word “customer.” But make no mistake. The book’s 153 pages are about the many ways in which sludge—those pesky hoops that companie

By Stephanie Thum, CCXP Show of hands. Who’s setting business priorities for 2022? How the world understands customer and employee...

Hi, friends! I'm so excited to share with you my new collaboration with SAGE Publishing, the global academic publisher of books,...

Podcasts, blogs, reports, and books are great for staying sharp on the fundamentals and trends in customer experience management (CX). On...

The White House's updated CX accountability framework adds equity and updates the definition of CX in the U.S. federal government. Here are the five of the most interesting things about how federal agencies are expected to think about customer experience now.

Too many rules and too much sludge can lead to a host of negative employee and customer experiences. Sludge audits can help attach a dollar cost to the customer and employee pain.

How are customers and employees really doing right now? What are they saying about their experiences? How are business leaders flexing their approaches, metrics, and measurements to stay on the pulse of experiences? Plenty of companies are out there asking these questions right now, people are responding, and the results are coming out fast in the way of reports filled with interesting nuggets, statistics, and ideas worthy of going into your knowledge arsenal. Here are five t

How does innovation change on virtual and hybrid teams? What should leaders do to foster innovation with their teams? Here are my ideas....

Collecting customer feedback has become a mainstay for companies that want to reap the benefits of customer-centricity. There are now more ways and more tools to collect customer feedback than ever before! But one of the biggest mistakes many organizations make is assuming that customers should just know—without the benefit of your communication—what you are doing with their feedback. Feedback can be rich with ideas for: Business development. Managing business and operational

Great customer experiences are deliberately designed. The same is true for your employee communication systems. But! The question on this...

It's time to compare notes, friends! What: A Tweetchat hosted by Mitel Co-Hosts: Billie Hartless and Andy Grant of Mitel, and me When:...

So much has changed about customer experience, but some things will never go out of style, like saying thank you to customers and...

Surprise! I never expected in a million years that my little Dictionary of U.S. Federal Government Customer Experience Terms, Phrases,...

We have learned a lot about virtual teams over the past few years. Now we need to understand hybrid teams. Hybrid teams are fluid. Some...

Data breaches, hacks, and leaks have become so ridiculously common that sometimes you can't help but wonder, "Should customers just expect to have their data stolen as part of their experience with a company?" If you’ve replaced your credit card over the past few years due to a breach or two or three, then it is possible you have wondered the same thing. No industry has been immune to data breaches. Tens of millions of customers have had their personal bank account numbers, c

Is it ever possible to have too many communication tools at work? There are a lot of ways to think about this, and opinions can vary. For...

“Great customer experience” is a common business term now. Everybody understands it. So the question on this Mitel Minute is: How do you...

Show of hands, who is coming up for air now that we're powering through 2021? Many of us have been in a full sprint with our work and...

Virtual team leaders really have to kick it up a notch to stay in step with their teams. The question on this week's Mitel Minute is:...