Luis Melo
Guest Post: The Experience Management Tech Market is Abuzz, But Think Beyond Tech for ROI.
Guest Post by Luis Melo, AKA "Doctor CX." How do you engineer value from customer and employee feedback? In my experience, the answer is...
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Karyn Furstman, CCXP
Mar 3, 20214 min read
Demystifying Customer Experience: 5 CX Veterans Share Wisdom - Guest Post by Karyn Furstman, CCXP
While the idea of delivering a great customer experience has been around for many years, I’m amazed at how often I hear of companies...
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Stephanie Thum, Ph.D., CCXP
Feb 5, 20212 min read
Decoding Government Customer Experience Acronyms: A New Guide for Practitioners and Consultants
Hello, friends and colleagues! I have some news about one of my recent projects! Dictionary of U.S. Federal Government Terms, Phrases,...
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Stephanie Thum, Ph.D., CCXP
Jan 26, 20214 min read
Harmful Red Tape & the Menace to Customer, Employee, and Supplier Experience
When Wendy Beban and her team got the chance to slash some red tape for the citizens and employees of Auckland, New Zealand, they charged...
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Stephanie Thum, Ph.D., CCXP
Jan 18, 20215 min read
Do CX Professionals Need New Leadership Skills Now? Four Longtime Execs Weigh In.
By Stephanie Thum, CCXP There are two big things that we know to be true about the world of customer experience right now. First, things...
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Stephanie Thum, Ph.D., CCXP
Jan 13, 20214 min read
3 Ways to Avoid Operational Meltdowns with Your Virtual Team
This blog post is sponsored by Mitel. Rob Sher knows how to strike at the heart of almost every entrepreneur I have ever known. In his...
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Stephanie Thum, Ph.D., CCXP
Dec 22, 20204 min read
Power Up: Expert Tips to Supercharge Your CX in 2021
Show of hands, who’s ready for a CX recharge in 2021? The good news is, when you're setting priorities for your business in 2021, there...
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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...
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Stephanie Thum, Ph.D., CCXP
Dec 11, 20203 min read
About that Call for a Federal Chief Customer Officer…
There’s no shortage of special interest groups in the U.S. that want to get the attention of the Biden-Harris administration right now....
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Stephanie Thum, Ph.D., CCXP
Dec 10, 20204 min read
5 Leadership Communication Tips for a Digitally Mediated Working World
This blog post is sponsored by Mitel. My colleague, Lauren, hosted a virtual happy hour for her company’s customer experience operations...
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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....
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Stephanie Thum, Ph.D., CCXP
Nov 18, 20204 min read
Privacy-Centric Vs. Personalized Customer Experiences: The New Balancing Act for CX
There are two big conversations happening about customer experience right now. There’s one conversation about data privacy being most...
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Stephanie Thum, Ph.D., CCXP
Oct 28, 20203 min read
Conquering Paper, Red Tape, and Resistance to Change on the Way to IT Modernization
This blog post is sponsored by Pegasystems. Can we talk about red tape for just a minute? Because government is well-known for adding it...
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Stephanie Thum, Ph.D., CCXP
Oct 22, 20202 min read
CX lessons: 5 pep talks for navigating resistance to change
Great customer experiences don’t just happen. They’re deliberately designed. But even the smartest, most business-savvy deliberate...
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Stephanie Thum, Ph.D., CCXP
Oct 12, 20202 min read
Improving CX In the U.S. Government: What Role Do the Watchdogs Play?
One of my most admired old bosses, a government agency leader, had a saying. “’Sometime next week’ is not a deadline! Be specific! What...
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Stephanie Thum, Ph.D., CCXP
Oct 2, 20207 min read
How to Build Customer Trust: 4 CX Leaders Share - Guest Post by Jeannie Walters, CCXP
By Jeannie Walters, CCXP Trust is a core factor in facing the future of CX. There are known challenges and many, many unknowns in the...
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Stephanie Thum, Ph.D., CCXP
Sep 23, 20203 min read
5 Academic Articles For Your Customer Experience Professional Development Reading List
Blogs, books, and podcasts are great for staying sharp on the latest trends in customer experience (CX). But academic literature on...
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Karyn Furstman, CCXP
Sep 14, 20203 min read
Celebrating CX Successes With Experienced Women CX Leaders - Guest Post by Karyn Furstman, CCXP
Today's post is written by my friend and colleague, Karyn Furstman, CCXP. By Karyn Furstman, CCXP I asked my CX colleagues and...
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Stephanie Thum, Ph.D., CCXP
Aug 21, 20203 min read
3 Conversations Customer Experience Pros Aren't Having But Should Be
CX is a mindset. Don't just bolt it on to your business. Bake it in. Most credentialed customer experience (CX) professionals know the...
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Stephanie Thum, Ph.D., CCXP
Aug 3, 20204 min read
How Auckland Council Scored a Win for Government Customer Experience
Here’s the thing about customer experience wins in government: They’re rare. And when they do happen, they’re usually not as sexy as...
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