• Stephanie Thum, CCXP

Dictionary of U.S. Government CX Terms and Acronyms is a "Best CX Book of 2021"

Updated: Jul 7

Surprise!

I never expected in a million years that my little Dictionary of U.S. Federal Government Customer Experience Terms, Phrases, and Acronyms would ever make it onto any "best" lists. That wasn't the point of writing the book.


But, it happened!


Book Authority's Best New Customer Experience Books of 2021 list is out, and my book is on it!


I decided to start writing the dictionary because I’ve been asked more times than I can remember to explain the acronyms, laws, policies, and driving forces behind the growth of customer experience in the U.S. federal government.


I love being asked. I spent a lot of time learning the ropes first as a practitioner in government, then as a consultant to government agencies.

But, there is no way to explain everything in a single consulting session. So, I decided to create this guide. It lists 75+ terms, what they mean, and how they connect to doing the CX work in the U.S. federal government.


A friend called the book a "bridge in terminology." That's exactly what I intended when I wrote it.


Thank you to everyone who supported and encouraged the creation of my dictionary. And of course, big thanks to everyone who actually bought it!


The dictionary is available for purchase on Amazon.


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