Stephanie Thum, Ph.D., CCXPJan 3, 20222 minCustomer fury, narcissism, and digital vigilantism: 5 studies on the stormy side of CXMost of us would prefer to love our customers, but the feeling isn’t always mutual. Customers can be unruly. They can hate your brand,...
Stephanie Thum, Ph.D., CCXPMay 17, 20214 minCustomer Expectations Are Changing. But These 7 Things Haven’t Changed About Customer Experience.Sometimes it seems like everything has changed in CX. But some things have not changed. Here are 7 examples.
Stephanie Thum, Ph.D., CCXPMay 10, 20213 minPegaWorld iNspire: 5 Customer Experience Session Replays You Really Shouldn’t MissThis blog post is sponsored by Pegasystems. Peace out, PegaWorld 2021! Your virtual event gave us colorful branding, lively...
Stephanie Thum, Ph.D., CCXPMar 24, 20213 minNew Research: 4 Ways Marketers Can Use Online Customer Reviews to Unleash Sales OpportunitiesThese customer-written, public gems are about far more than just words on a screen.