Leadership 4/4

Stephanie Thum, CCXP

Proactive or Reactive? CX Industry Veterans Get Real About CX Strategy and Skills Now Versus “Then”

Being proactive rather than reactive is usually how most business leaders, including customer experience (CX) leaders, prefer to work....

Stephanie Thum, CCXP

Measuring CX During a Crisis: Metrics That Matter When It’s Anything *But* Business as Usual

It’s safe to say that nobody wanted this to happen. Reacting to the COVID-19 global health crisis, companies are operating in crisis...

Stephanie Thum, CCXP

Customer Inclusiveness: The ROI of closing the experience gap for ALL customers

This post originally appeared on the Future of Customer Engagement and Experience Diversity and inclusiveness have been front-and-center...

Stephanie Thum, CCXP

Privacy Please! Everyone wants your personal data – here are 3 ways to protect it

It was the late-1990s. My then-boyfriend-now-husband and I popped into Radio Shack, an electronics store, to buy a small part for our...

Stephanie Thum, CCXP

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...

Stephanie Thum, CCXP

Wait and See: Four Ways To Keep The Customer Experience Going When Uncertainty Looms

This post and video were originally created for SAP and appeared on DigitalistMag.com. “Wait and see.” That phrase can be like a huge,...