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  • Writer's pictureStephanie Thum, Ph.D., CCXP

Decoding Government CX Acronyms: A Revised Guide for Practitioners and Consultants - Available in January on Amazon

Hello, friends and colleagues!

Almost three years after publishing my Dictionary of U.S. Federal Government Terms, Phrases, and Acronyms, I’m sharing a second edition in digital form, to be available for $9.99 on Amazon in January 2024. The new edition has been expanded to 120+ entries and offers new links to follow-on reference materials, plus a growing repository of employee experience acronyms and terms used in government human experience management.

Think of it as your insider “cheat sheet” for decoding government CX from the highest levels of federal government agencies.

A friend once called the book's first edition (pictured here) a "bridge in terminology." That's exactly what I intended when I initially wrote it and exactly what I intended to carry forward in the second edition.

I've been away from the CX world for almost two years but have continued watching from the sidelines, collecting terms and phrases for an eventual second edition of the book. I decided to move forward with the second edition when a colleague very recently called and asked me to explain the significance of the PRA to user experience testing in the U.S. federal government.

Don’t know what the PRA is or why it matters? That’s what my dictionary is for. It spells out the acronym and offers a definition, context, and a link to further learning. PMA, CAP Goals, IDEA, PMIAA, and PIOs are other terms. Practitioners and consultants should understand what IGs and the GAO have to do with customer experience in government. What is the role of A-11, OMB, OIRA, and ICR packets in driving agency CX culture? The dictionary provides pointers.


I spent a lot of time learning the ropes of government CX, first as one of the U.S. government's first agency-level CX leaders, then as a consultant. I have been asked many times to consult on CX laws, policies, and the driving forces behind the growth of customer experience in the U.S. federal government. Even after taking a break from the industry, I'm continually asked to share my expertise.

Book Authority rated the dictionary's first edition as a "Best CX Book" of 2021. I hope the revised and expanded second edition can help new CX practitioners and consultants working in the U.S. federal government to hit the ground running with contemporary finesse. Watch for the book in early January.


I’ll continue to be on hiatus from Practical CX in 2024, but you can follow me on Twitter and LinkedIn. Book cover photo courtesy of Pixabay.

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