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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....
Stephanie Thum, Ph.D., CCXP
May 21, 20204 min read
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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...
Stephanie Thum, Ph.D., CCXP
Apr 29, 20204 min read
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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...
Stephanie Thum, Ph.D., CCXP
Apr 29, 20204 min read
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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...
Stephanie Thum, Ph.D., CCXP
Feb 28, 20205 min read
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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...
Stephanie Thum, Ph.D., CCXP
Jan 19, 20203 min read
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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...
Stephanie Thum, Ph.D., CCXP
Jan 14, 20202 min read
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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,...
Stephanie Thum, Ph.D., CCXP
Jan 14, 20204 min read
15 views
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