Stephanie Thum, Ph.D., CCXP
Mitel Minute: Supercharge Sales, Create Growth by Teaming with Customers
So much has changed about customer experience, but some things will never go out of style, like saying thank you to customers and...
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Stephanie Thum, Ph.D., CCXP
Jul 1, 20211 min read
Dictionary of U.S. Government CX Terms and Acronyms is a "Best CX Book of 2021"
Surprise! I never expected in a million years that my little Dictionary of U.S. Federal Government Customer Experience Terms, Phrases,...
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Stephanie Thum, Ph.D., CCXP
Jun 30, 20211 min read
Mitel Minute: How can leaders foster innovation with a hybrid workforce?
We have learned a lot about virtual teams over the past few years. Now we need to understand hybrid teams. Hybrid teams are fluid. Some...
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Stephanie Thum, Ph.D., CCXP
Jun 25, 20214 min read
The Costs and Consequences of Data Breaches on Customer, Employee, and Stakeholder Relationships
Data breaches, hacks, and leaks have become so ridiculously common that sometimes you can't help but wonder, "Should customers just...
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Stephanie Thum, Ph.D., CCXP
Jun 23, 20211 min read
Mitel Minute: Can having too many communication tools impact customers' and employees' experiences?
Is it ever possible to have too many communication tools at work? There are a lot of ways to think about this, and opinions can vary. For...
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Stephanie Thum, Ph.D., CCXP
Jun 16, 20211 min read
Mitel Minute: How To Go From Saying You're Committed to Great CX to Actually Doing It.
“Great customer experience” is a common business term now. Everybody understands it. So the question on this Mitel Minute is: How do you...
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Stephanie Thum, Ph.D., CCXP
Jun 14, 20212 min read
7 Ways You Can Still Light Up Your Customer Experience Plans in 2021
Show of hands, who is coming up for air now that we're powering through 2021? Many of us have been in a full sprint with our work and...
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Stephanie Thum, Ph.D., CCXP
Jun 2, 20213 min read
Why Customer Disvalue is a Bigger Threat than Dissatisfaction. Plus 5 Trust-Building CX Strategies.
It has been argued that trust is the currency of business. Earned in drops, lost in buckets, as they say. Nobody has mastered the basics...
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Stephanie Thum, Ph.D., CCXP
May 27, 20212 min read
Mitel Minute: What is the most important skill for today's global CX leaders?
Today's Mitel Minute question: What are the most important skills for today’s global CX leaders? There are plenty of technical and...
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Stephanie Thum, Ph.D., CCXP
May 21, 20214 min read
Customer Success & Aftercare: Do This to Supercharge Sales, Maximize CX, and Create Loyal Customers
Selling to a new client is one thing; the service and retention work after the sale is another. But are the two things really all that...
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Stephanie Thum, Ph.D., CCXP
May 19, 20211 min read
How To Deal With Customer Complaints: Mitel Minute
Customer complaints are a common part of just about every business. Ignoring them can lead to the dreaded operational meltdown! So in...
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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.
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Stephanie Thum, Ph.D., CCXP
May 12, 20211 min read
How Leaders Can Help Their Virtual Teams Avoid Operational Meltdowns
As a leader, it can be hard to spot operational meltdowns coming. Especially with a virtual team. So in episode 2 of the Mitel Minute,...
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Stephanie Thum, Ph.D., CCXP
May 10, 20213 min read
PegaWorld iNspire: 5 Customer Experience Session Replays You Really Shouldn’t Miss
This blog post is sponsored by Pegasystems. Peace out, PegaWorld 2021! Your virtual event gave us colorful branding, lively...
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Stephanie Thum, Ph.D., CCXP
May 5, 20211 min read
How Change Readiness Drives Change Management Strategy
Organizational change is everywhere, all the time! Not just in the realms of customer experience and employee experience, but everywhere!...
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Michelle Batt, CCXP
May 4, 20213 min read
How to Score 3 CX Wins in 1 -- Engage Your Front-Line to Improve the Customer Experience!
Guest post by Michelle Batt, CCXP In order to find out what your customers need or want why not ask your own people? I’ve seen this work...
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Stephanie Thum, Ph.D., CCXP
Apr 22, 20213 min read
5 Ways Customer Experience Leaders Can Influence Digital Transformation
This post is sponsored by Pegasystems. Digital transformation is no longer a subject on the periphery for customer experience...
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Stephanie Thum, Ph.D., CCXP
Apr 12, 20214 min read
6 Ways Tech Will Enable the Post-COVID Airport Customer Experience
Gene Sutch knows not everyone who took a travel hiatus during the pandemic is ready to get back to flying. “But we’re here for customers...
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Practical CX
Mar 26, 20211 min read
Coming This Spring: "The Mitel Minute" hosted by Stephanie Thum
This post is sponsored by Mitel. We're so excited to announce our new brand partnership and a mini-series! Coming this spring, be sure to...
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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.
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