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Stephanie Thum, Ph.D., CCXP
Aug 9, 20214 min read
Sludge Audits: Calculating the Costs of Painful, Time-Consuming Employee & Customer Experiences
Too many rules and too much sludge can lead to a host of negative employee and customer experiences. Sludge audits can help attach a...
199 views0 comments


Stephanie Thum, Ph.D., CCXP
Aug 7, 20212 min read
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...
72 views0 comments

Stephanie Thum, Ph.D., CCXP
Jul 31, 20214 min read
Red Tape: Getting Real About What Keeps Employee Experiences from Being Great
If you work in or around customer experience, there’s a phrase you’ve undoubtedly seen 1,000 times on social media: “A great employee...
302 views0 comments


Stephanie Thum, Ph.D., CCXP
Jul 21, 20211 min read
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....
19 views0 comments


Stephanie Thum, Ph.D., CCXP
Jul 15, 20213 min read
Customer Trust-Building 101: Close the Loop!
Collecting customer feedback has become a mainstay for companies that want to reap the benefits of customer-centricity. There are now...
238 views0 comments


Stephanie Thum, Ph.D., CCXP
Jul 14, 20211 min read
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...
7 views0 comments

Stephanie Thum, Ph.D., CCXP
Jul 13, 20212 min read
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:...
52 views0 comments


Stephanie Thum, Ph.D., CCXP
Jul 7, 20211 min read
Mitel Minute: Supercharge Sales, Create Growth by Teaming with Customers
So much has changed about customer experience, but some things will never go out of style, like saying thank you to customers and...
13 views0 comments

Stephanie Thum, Ph.D., CCXP
Jul 1, 20211 min read
Dictionary of U.S. Government CX Terms and Acronyms is a "Best CX Book of 2021"
Surprise! I never expected in a million years that my little Dictionary of U.S. Federal Government Customer Experience Terms, Phrases,...
11 views0 comments


Stephanie Thum, Ph.D., CCXP
Jun 30, 20211 min read
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...
8 views0 comments


Stephanie Thum, Ph.D., CCXP
Jun 25, 20214 min read
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...
118 views0 comments


Stephanie Thum, Ph.D., CCXP
Jun 23, 20211 min read
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, Ph.D., CCXP
Jun 16, 20211 min read
Mitel Minute: How To Go From Saying You're Committed to Great CX to Actually Doing It.
“Great customer experience” is a common business term now. Everybody understands it. So the question on this Mitel Minute is: How do you...
58 views0 comments


Stephanie Thum, Ph.D., CCXP
Jun 14, 20212 min read
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...
51 views0 comments


Stephanie Thum, Ph.D., CCXP
Jun 9, 20211 min read
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:...
20 views0 comments


Stephanie Thum, Ph.D., CCXP
Jun 2, 20213 min read
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...
160 views0 comments


Stephanie Thum, Ph.D., CCXP
May 27, 20212 min read
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...
5 views0 comments


Stephanie Thum, Ph.D., CCXP
May 26, 20211 min read
Mitel Minute: How Can Virtual Team Leaders Best Understand Their Team Members?
Leading a virtual team is complex work. Know what else is tough? Being led by a virtual manager! As a leader, you have to understand the...
14 views0 comments


Stephanie Thum, Ph.D., CCXP
May 21, 20214 min read
Customer Success & Aftercare: Do This to Supercharge Sales, Maximize CX, and Create Loyal Customers
Selling to a new client is one thing; the service and retention work after the sale is another. But are the two things really all that...
171 views0 comments


Stephanie Thum, Ph.D., CCXP
May 19, 20211 min read
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...
36 views0 comments
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