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    Customer fury, narcissism, and digital vigilantism: 5 studies on the stormy side of CX
    Stephanie Thum, CCXP
    • Jan 3
    • 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,...
    62 views0 comments
    Tips, Tools, and Tech for Better CX in 2022: Ten Leaders Weigh In
    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...
    18 views0 comments
    Customer Trust-Building 101: Close the Loop!
    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...
    196 views0 comments
    Mitel Minute: Why is it important to build great employee communication systems?
    Stephanie Thum, CCXP
    • Jul 14, 2021
    • 1 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...
    6 views0 comments
    Mitel Minute: How can leaders foster innovation with a hybrid workforce?
    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...
    4 views0 comments
    Mitel Minute: Can having too many communication tools impact customers' and employees' experiences?
    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
    5 Ways Customer Experience Leaders Can Influence Digital Transformation
    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...
    122 views0 comments
    6 Ways Tech Will Enable the Post-COVID Airport Customer Experience
    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...
    167 views0 comments
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