trust | Practical CX, LLC

Photo of a dark-haired woman in a striped top wearing dark rimmed glasses looking at her phone and credit card while having her laptop open, suggesting that she's shopping online. An attractive green plant sits to her right as a decoration. The backgrounds is a brick wall with a neat bookcase. Photo by Vitaly Gariev on Unsplash

AI, Personalized Pricing, Dark Patterns, and the Case for Business Fluency in CX

Knowing your customer is Business 101. But what happens when companies use what they learn about customers to manipulate, rather than legitimately persuade them to buy?

Stephanie Thum, Ph.D., CCXP

Oct 22 min read

3 Ways to Avoid Operational Meltdowns with Your Virtual Team

This blog post is sponsored by Mitel. Rob Sher knows how to strike at the heart of almost every entrepreneur I have ever known. In his...

Stephanie Thum, Ph.D., CCXP

Jan 13, 20214 min read

5 Leadership Communication Tips for a Digitally Mediated Working World

This blog post is sponsored by Mitel. My colleague, Lauren, hosted a virtual happy hour for her company’s customer experience operations...

Stephanie Thum, Ph.D., CCXP

Dec 10, 20204 min read