Stephanie Thum, Ph.D., CCXP
Click to Cancel? Not So Fast, Says Industry…
CX friends and enthusiasts, you didn’t really think it’d be that simple, did you? In mid-October, the U.S. Federal Trade Commission (FTC)...
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Stephanie Thum, Ph.D., CCXP
Aug 133 min read
Reality Check: The White House’s New CX Memo Spotlights Bad CX, But Isn’t the Regulatory Crackdown Some Hoped For
The White House's New Time is Money Memo Spotlights Bad CX But Isn't the Regulatory Crackdown Some Hoped For
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Stephanie Thum, Ph.D., CCXP
Aug 84 min read
3 New Industry Reports Track What Matters to the Candidate Experience and How Companies Are Measuring Up
Job candidates, like customers, are human beings who shape their perceptions of an organization based on their experiences.
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Stephanie Thum, Ph.D., CCXP
Jun 172 min read
Is Your CX Strategy Ethically Sound? 3 Major Cases to Consider
CX professionals can help build a future where exceptional customer experiences go hand-in-hand with ethical business practices.
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Stephanie Thum, Ph.D., CCXP
Mar 33 min read
From CX Basics to CX Brilliance: Why Circular Design is a New Must-Have Skill for CX Pros
Customer experience (CX) professionals have complex jobs. In the C-suite, they carry the torch for customers while balancing what is best...
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Stephanie Thum, Ph.D., CCXP
Jan 161 min read
Igniting Creativity: Balancing a 9-to-5 and a CX Passion Project
Juggling a 9-to-5 and a passion project can ignite one’s creativity. Even as I've been exploring another professional world away from CX...
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Stephanie Thum, Ph.D., CCXP
Dec 23, 20232 min read
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,...
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Stephanie Thum, Ph.D., CCXP
Dec 22, 20232 min read
CX Ignored: Unraveling the Unwritten Rules of Customer Sludge
There are a few well-known but unwritten beacons in customer experience. Here’s one: Don’t give customers the runaround on purpose to...
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Stephanie Thum, Ph.D., CCXP
Oct 23, 20222 min read
When great government CX pep talks come in the form of a celebrity blog post
Sometimes the biggest inspirations come in the form of blog posts. Earlier this month, Melinda French Gates posted an article on the Bill...
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Stephanie Thum, Ph.D., CCXP
Feb 1, 20224 min read
Digital Transformation Leadership: Making the Case for Followership. (Yes, followership!)
“Followership is not a term of weakness, but the condition that permits leadership to exist and gives it strength.” -Ira Chaleff, The...
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Stephanie Thum, Ph.D., CCXP
Jan 3, 20222 min read
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,...
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Stephanie Thum, Ph.D., CCXP
Dec 17, 20213 min read
U.S. Federal Government CX: A Roundup of Stuff to Know, Beyond the New Presidential EO
President Biden’s new executive order (EO) on customer experience lit up the social streams like nothing I’ve seen in quite some time....
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Stephanie Thum, Ph.D., CCXP
Dec 13, 20214 min read
Book 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...
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Stephanie Thum, Ph.D., CCXP
Nov 22, 20213 min read
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...
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Stephanie Thum, Ph.D., CCXP
Oct 21, 20212 min read
Showcasing CX Excellence: Submit Your Business Case Study to SAGE Publishing for Academic Use
Hi, friends! I'm so excited to share with you my new collaboration with SAGE Publishing, the global academic publisher of books,...
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Stephanie Thum, Ph.D., CCXP
Oct 4, 20212 min read
Customer Apologies, Language, and Sludge: 3 New Scholarly Articles for Your CX Reading List
Podcasts, blogs, reports, and books are great for staying sharp on the fundamentals and trends in customer experience management (CX). On...
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Stephanie Thum, Ph.D., CCXP
Sep 23, 20211 min read
Announcing Our Official Trademark!
Hello, friends! I am so happy to announce the trademark for Practical CX® is now fully registered and protected in the United States of...
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Stephanie Thum, Ph.D., CCXP
Sep 3, 20213 min read
Government CX is Maturing: Highlights from the White House's Refreshed CX Accountability Framework
The White House's updated CX accountability framework adds equity and updates the definition of CX in the U.S. federal government. Here...
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Stephanie Thum, Ph.D., CCXP
Aug 9, 20214 min read
Sludge Audits: Calculating the Costs of Painful, Time-Consuming Employee & Customer Experiences
Too many rules and too much sludge can lead to a host of negative employee and customer experiences. Sludge audits can help attach a...
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Stephanie Thum, Ph.D., CCXP
Aug 7, 20212 min read
Roundup: Five new industry reports track customer and employee experience trends that matter most
How are customers and employees really doing right now? What are they saying about their experiences? How are business leaders flexing...
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