Stephanie Thum, Ph.D., CCXPOct 23, 20222 minWhen great government CX pep talks come in the form of a celebrity blog postSometimes the biggest inspirations come in the form of blog posts. Earlier this month, Melinda French Gates posted an article on the Bill...
Stephanie Thum, Ph.D., CCXPDec 17, 20213 minU.S. Federal Government CX: A Roundup of Stuff to Know, Beyond the New Presidential EOPresident Biden’s new executive order (EO) on customer experience lit up the social streams like nothing I’ve seen in quite some time....
Stephanie Thum, Ph.D., CCXPDec 13, 20214 minBook 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...
Stephanie Thum, Ph.D., CCXPOct 4, 20212 minCustomer Apologies, Language, and Sludge: 3 New Scholarly Articles for Your CX Reading ListPodcasts, blogs, reports, and books are great for staying sharp on the fundamentals and trends in customer experience management (CX). On...