Stephanie Thum, CCXP
Digital Transformation Leadership: Making the Case for Followership. (Yes, followership!)
“Followership is not a term of weakness, but the condition that permits leadership to exist and gives it strength.” -Ira Chaleff, The...
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Stephanie Thum, CCXP
- Jan 3
- 2 min
Customer fury, narcissism, and digital vigilantism: 5 studies on the stormy side of CX
Most of us would prefer to love our customers, but the feeling isn’t always mutual. Customers can be unruly. They can hate your brand,...
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Stephanie Thum, CCXP
- Nov 22, 2021
- 3 min
Tips, Tools, and Tech for Better CX in 2022: Ten Leaders Weigh In
By Stephanie Thum, CCXP Show of hands. Who’s setting business priorities for 2022? How the world understands customer and employee...
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Stephanie Thum, CCXP
- Aug 7, 2021
- 2 min
Roundup: Five new industry reports track customer and employee experience trends that matter most
How are customers and employees really doing right now? What are they saying about their experiences? How are business leaders flexing...
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Stephanie Thum, CCXP
- Jul 21, 2021
- 1 min
Mitel Minute: How can leaders inspire innovation on virtual and hybrid teams?
How does innovation change on virtual and hybrid teams? What should leaders do to foster innovation with their teams? Here are my ideas....
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Stephanie Thum, CCXP
- Jul 14, 2021
- 1 min
Mitel Minute: Why is it important to build great employee communication systems?
Great customer experiences are deliberately designed. The same is true for your employee communication systems. But! The question on this...
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Stephanie Thum, CCXP
- Jul 13, 2021
- 2 min
Virtual & Hybrid Team Leadership: Join the Conversation on Twitter July 22, Preview The Chat Now!
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:...
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Stephanie Thum, CCXP
- Jun 30, 2021
- 1 min
Mitel Minute: How can leaders foster innovation with a hybrid workforce?
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...
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Stephanie Thum, CCXP
- Jun 25, 2021
- 4 min
The Costs and Consequences of Data Breaches on Customer, Employee, and Stakeholder Relationships
Data breaches, hacks, and leaks have become so ridiculously common that sometimes you can't help but wonder, "Should customers just...
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Stephanie Thum, CCXP
- Jun 23, 2021
- 1 min
Mitel Minute: Can having too many communication tools impact customers' and employees' experiences?
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...
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Stephanie Thum, CCXP
- Jun 14, 2021
- 2 min
7 Ways You Can Still Light Up Your Customer Experience Plans in 2021
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...
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Stephanie Thum, CCXP
- Jun 9, 2021
- 1 min
Mitel Minute: Three Easy Tips for Virtual Team Leaders
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:...
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Stephanie Thum, CCXP
- Jun 2, 2021
- 3 min
Why Customer Disvalue is a Bigger Threat than Dissatisfaction. Plus 5 Trust-Building CX Strategies.
It has been argued that trust is the currency of business. Earned in drops, lost in buckets, as they say. Nobody has mastered the basics...
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Stephanie Thum, CCXP
- May 27, 2021
- 2 min
Mitel Minute: What is the most important skill for today's global CX leaders?
Today's Mitel Minute question: What are the most important skills for today’s global CX leaders? There are plenty of technical and...
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Stephanie Thum, CCXP
- May 19, 2021
- 1 min
How To Deal With Customer Complaints: Mitel Minute
Customer complaints are a common part of just about every business. Ignoring them can lead to the dreaded operational meltdown! So in...
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Stephanie Thum, CCXP
- May 10, 2021
- 3 min
PegaWorld iNspire: 5 Customer Experience Session Replays You Really Shouldn’t Miss
This blog post is sponsored by Pegasystems. Peace out, PegaWorld 2021! Your virtual event gave us colorful branding, lively...
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Stephanie Thum, CCXP
- May 5, 2021
- 1 min
How Change Readiness Drives Change Management Strategy
Organizational change is everywhere, all the time! Not just in the realms of customer experience and employee experience, but everywhere!...
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Stephanie Thum, CCXP
- Apr 22, 2021
- 3 min
5 Ways Customer Experience Leaders Can Influence Digital Transformation
This post is sponsored by Pegasystems. Digital transformation is no longer a subject on the periphery for customer experience...
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Stephanie Thum, CCXP
- Apr 19, 2021
- 3 min
Build Trust and Accelerate Revenue with Virtual Teams: 3 Strategies for Leaders
Communication is everything. It's a familiar saying when we talk about what it takes to lead successful virtual teams. But you need more....
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Stephanie Thum, CCXP
- Apr 12, 2021
- 4 min
6 Ways Tech Will Enable the Post-COVID Airport Customer Experience
Gene Sutch knows not everyone who took a travel hiatus during the pandemic is ready to get back to flying. “But we’re here for customers...
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