Stephanie Thum, CCXP
How Auckland Council Scored a Win for Government Customer Experience
Here’s the thing about customer experience wins in government: They’re rare. And when they do happen, they’re usually not as sexy as...
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Stephanie Thum, CCXP
- Jul 28, 2020
- 3 min
Inspectors With Influence: How Watchdogs Sway Customer Experience Mindsets in the U.S. Government
If you've ever had to wait in line to pay longer than you spent actually shopping in a store, then you know there are few, if any...
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Stephanie Thum, CCXP
- Jul 21, 2020
- 3 min
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, CCXP
- Jul 18, 2020
- 3 min
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, CCXP
- Jul 13, 2020
- 4 min
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, CCXP
- Jun 25, 2020
- 3 min
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, CCXP
- Jun 9, 2020
- 3 min
Comfort is the Ticket: Getting Air Travel Customers Back Post-COVID-19
By Stephanie Thum, CCXP Photo by Pixabay Getting your customers back post-COVID-19 isn’t going to be about slick marketing slogans,...
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Stephanie Thum, CCXP
- May 21, 2020
- 4 min
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, CCXP
- Apr 29, 2020
- 4 min
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, CCXP
- Apr 29, 2020
- 4 min
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, CCXP
- Feb 28, 2020
- 5 min
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, CCXP
- Jan 19, 2020
- 3 min
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, CCXP
- Jan 14, 2020
- 2 min
Book Review: Damned Lies and Statistics - What Customer Experience Pros Can Learn from Data Skeptics
Author's note: Sometimes the most helpful books on customer experience don't have the word "customer" in the title at all. I picked this...
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Stephanie Thum, CCXP
- Jan 14, 2020
- 4 min
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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