Employee Engagement | Practical CX, LLC

Stephanie Thum, Ph.D., CCXP

Aug 84 min

3 New Industry Reports Track What Matters to the Candidate Experience and How Companies Are Measuring Up

Job candidates, like customers, are human beings who shape their perceptions of an organization based on their experiences.

Stephanie Thum, Ph.D., CCXP

Jan 3, 20222 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,...

Stephanie Thum, Ph.D., CCXP

Aug 9, 20214 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...

Stephanie Thum, Ph.D., CCXP

Jul 14, 20211 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...

Stephanie Thum, Ph.D., CCXP

Jun 30, 20211 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...

Stephanie Thum, Ph.D., CCXP

Jun 23, 20211 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...

Stephanie Thum, Ph.D., CCXP

May 5, 20211 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!...

Michelle Batt, CCXP

May 4, 20213 min

How to Score 3 CX Wins in 1 -- Engage Your Front-Line to Improve the Customer Experience!

Guest post by Michelle Batt, CCXP In order to find out what your customers need or want why not ask your own people? I’ve seen this work...