Branding

Stephanie Thum, Ph.D., CCXP

May 17, 20214 min read

Customer Expectations Are Changing. But These 7 Things Haven’t Changed About Customer Experience.

Sometimes it seems like everything has changed in CX. But some things have not changed. Here are 7 examples.

Stephanie Thum, Ph.D., CCXP

Mar 24, 20213 min read

New Research: 4 Ways Marketers Can Use Online Customer Reviews to Unleash Sales Opportunities

These customer-written, public gems are about far more than just words on a screen.

Stephanie Thum, Ph.D., CCXP

Dec 15, 20204 min read

2021 CX Retail Trends: How to Defy the Dizzying Decline of Brick-and-Mortar

News headlines like these are enough to send a shot to the heart of Gen-X mallrats: Microsoft is permanently closing its retail stores...

Stephanie Thum, Ph.D., CCXP

Nov 29, 20202 min read

Customers Suck Sometimes, They Hate Your Brand, and Employees Get Burned Out: New Academic Reads

You probably had your suspicions about this, right? Turns out you were spot on. Customers do suck sometimes. They can hate your brand....

Stephanie Thum, Ph.D., CCXP

Jul 18, 20203 min read

Want to improve customer experience? Start with content!

This article originally appeared on The Future of Customer Engagement and Experience. Communication is fundamental to customer...

Stephanie Thum, Ph.D., CCXP

Jul 13, 20204 min read

B2B Influencer Marketing: They Can Own Your Brand Better Than You

If you’re someone who bristles when they hear the term “influencer marketing” and the thought of collaborating with an influencer in your...

Stephanie Thum, Ph.D., CCXP

Jun 25, 20203 min read

COVID19 E-Commerce Stats Are Staggering. What Now for Businesses?

This article originally appeared on The Future of Customer Engagement and Experience. Mind-blowing. Eyebrow-raising. Staggering. No...