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    U.S. Federal Government CX: A Roundup of Stuff to Know, Beyond the New Presidential EO
    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....
    16 views0 comments
    Book review: Why the most important customer experience book of 2022 is a book about sludge.
    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...
    8 views0 comments
    Customer Apologies, Language, and Sludge: 3 New Scholarly Articles for Your CX Reading List
    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...
    69 views0 comments
    Government CX is Maturing: Highlights from the White House's Refreshed CX Accountability Framework
    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...
    35 views0 comments
    Dictionary of U.S. Government CX Terms and Acronyms is a "Best CX Book of 2021"
    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,...
    5 views0 comments
    PegaWorld iNspire: 5 Customer Experience Session Replays You Really Shouldn’t Miss
    Stephanie Thum, CCXP
    • May 10, 2021
    • 3 min

    PegaWorld iNspire: 5 Customer Experience Session Replays You Really Shouldn’t Miss

    This blog post is sponsored by Pegasystems. Peace out, PegaWorld 2021! Your virtual event gave us colorful branding, lively...
    80 views0 comments
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