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Stephanie Thum, Ph.D., CCXP
Jul 21, 20203 min read
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, Ph.D., CCXP
Jul 18, 20203 min read
Want to improve customer experience? Start with content!
This article originally appeared on The Future of Customer Engagement and Experience. Communication is fundamental to customer...
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Stephanie Thum, Ph.D., CCXP
Jul 13, 20204 min read
B2B Influencer Marketing: They Can Own Your Brand Better Than You
If you’re someone who bristles when they hear the term “influencer marketing” and the thought of collaborating with an influencer in your...
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Stephanie Thum, Ph.D., CCXP
Jun 25, 20203 min read
COVID19 E-Commerce Stats Are Staggering. What Now for Businesses?
This article originally appeared on The Future of Customer Engagement and Experience. Mind-blowing. Eyebrow-raising. Staggering. No...
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Stephanie Thum, Ph.D., CCXP
May 21, 20204 min read
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....
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Stephanie Thum, Ph.D., CCXP
Apr 29, 20204 min read
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...
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Stephanie Thum, Ph.D., CCXP
Apr 29, 20204 min read
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...
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Stephanie Thum, Ph.D., CCXP
Feb 28, 20205 min read
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...
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Stephanie Thum, Ph.D., CCXP
Jan 19, 20203 min read
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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Stephanie Thum, Ph.D., CCXP
Jan 14, 20204 min read
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,...
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