customer experience

Reality Check: The White House’s New CX Memo Spotlights Bad CX, But Isn’t the Regulatory Crackdown Some Hoped For

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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Is Your CX Strategy Ethically Sound? 3 Major Cases to Consider

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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From CX Basics to CX Brilliance: Why Circular Design is a New Must-Have Skill for CX Pros

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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Igniting Creativity: Balancing a 9-to-5 and a CX Passion Project

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

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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CX Ignored: Unraveling the Unwritten Rules of Customer Sludge

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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When great government CX pep talks come in the form of a celebrity blog post

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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Customer fury, narcissism, and digital vigilantism: 5 studies on the stormy side of CX

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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U.S. Federal Government CX: A Roundup of Stuff to Know, Beyond the New Presidential EO

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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Book review: Why the most important customer experience book of 2022 is a book about sludge.

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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Tips, Tools, and Tech for Better CX in 2022: Ten Leaders Weigh In

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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Showcasing CX Excellence: Submit Your Business Case Study to SAGE Publishing for Academic Use

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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Customer Apologies, Language, and Sludge: 3 New Scholarly Articles for Your CX Reading List

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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Government CX is Maturing: Highlights from the White House's Refreshed CX Accountability Framework

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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Sludge Audits: Calculating the Costs of Painful, Time-Consuming Employee & Customer Experiences

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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Roundup: Five new industry reports track customer and employee experience trends that matter most

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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Mitel Minute: How can leaders inspire innovation on virtual and hybrid teams?

Stephanie Thum, Ph.D., CCXP

Jul 21, 20211 min read

Mitel Minute: How can leaders inspire innovation on virtual and hybrid teams?

How does innovation change on virtual and hybrid teams? What should leaders do to foster innovation with their teams? Here are my ideas....

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Customer Trust-Building 101: Close the Loop!

Stephanie Thum, Ph.D., CCXP

Jul 15, 20213 min read

Customer Trust-Building 101: Close the Loop!

Collecting customer feedback has become a mainstay for companies that want to reap the benefits of customer-centricity. There are now...

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Mitel Minute: Why is it important to build great employee communication systems?

Stephanie Thum, Ph.D., CCXP

Jul 14, 20211 min read

Mitel Minute: Why is it important to build great employee communication systems?

Great customer experiences are deliberately designed. The same is true for your employee communication systems. But! The question on this...

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Virtual & Hybrid Team Leadership: Join the Conversation on Twitter July 22, Preview The Chat Now!

Stephanie Thum, Ph.D., CCXP

Jul 13, 20212 min read

Virtual & Hybrid Team Leadership: Join the Conversation on Twitter July 22, Preview The Chat Now!

It's time to compare notes, friends! What: A Tweetchat hosted by Mitel Co-Hosts: Billie Hartless and Andy Grant of Mitel, and me When:...

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