Stephanie Thum, CCXP
When great government CX pep talks come in the form of a celebrity blog post
Sometimes the biggest inspirations come in the form of blog posts. Earlier this month, Melinda French Gates posted an article on the Bill...
top of page
Search
Stephanie Thum, CCXP
- Jan 3, 2022
- 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,...
73 views0 comments
Stephanie Thum, CCXP
- Dec 17, 2021
- 3 min
U.S. Federal Government CX: A Roundup of Stuff to Know, Beyond the New Presidential EO
President Biden’s new executive order (EO) on customer experience lit up the social streams like nothing I’ve seen in quite some time....
20 views0 comments
Stephanie Thum, CCXP
- Dec 13, 2021
- 4 min
Book review: Why the most important customer experience book of 2022 is a book about sludge.
When you make customers jump through hoops, negative things are bound to happen. One of those negative things is customers eventually...
9 views0 comments
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...
20 views0 comments
Stephanie Thum, CCXP
- Oct 21, 2021
- 2 min
SAGE Publishing: Call for CX Business Case Studies for Use in Colleges and Universities
Hi, friends! I'm so excited to share with you my new collaboration with SAGE Publishing, the global academic publisher of books,...
17 views0 comments
Stephanie Thum, CCXP
- Oct 4, 2021
- 2 min
Customer Apologies, Language, and Sludge: 3 New Scholarly Articles for Your CX Reading List
Podcasts, blogs, reports, and books are great for staying sharp on the fundamentals and trends in customer experience management (CX). On...
71 views0 comments
Stephanie Thum, CCXP
- Sep 3, 2021
- 3 min
Government CX is Maturing: Highlights from the White House's Refreshed CX Accountability Framework
The White House's updated CX accountability framework adds equity and updates the definition of CX in the U.S. federal government. Here...
38 views0 comments
Stephanie Thum, CCXP
- Aug 9, 2021
- 4 min
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...
88 views0 comments
Stephanie Thum, CCXP
- Jul 15, 2021
- 3 min
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...
205 views0 comments
Stephanie Thum, CCXP
- Jul 1, 2021
- 1 min
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,...
7 views0 comments
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...
6 views0 comments
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...
93 views0 comments
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...
1 view0 comments
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...
135 views0 comments
Stephanie Thum, CCXP
- May 21, 2021
- 4 min
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...
146 views0 comments
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!...
20 views0 comments
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...
124 views0 comments
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...
171 views0 comments
bottom of page