Government

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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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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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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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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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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Dictionary of U.S. Government CX Terms and Acronyms is a "Best CX Book of 2021"

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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PegaWorld iNspire: 5 Customer Experience Session Replays You Really Shouldn’t Miss

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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Decoding Government Customer Experience Acronyms: A New Guide for Practitioners and Consultants

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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Harmful Red Tape & the Menace to Customer, Employee, and Supplier Experience

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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About that Call for a Federal Chief Customer Officer…

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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Conquering Paper, Red Tape, and Resistance to Change on the Way to IT Modernization

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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Improving CX In the U.S. Government: What Role Do the Watchdogs Play?

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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How Auckland Council Scored a Win for Government Customer Experience

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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Inspectors With Influence: How Watchdogs Sway Customer Experience Mindsets in the U.S. Government

Stephanie Thum, Ph.D., CCXP

Jul 28, 20203 min read

Inspectors With Influence: How Watchdogs Sway Customer Experience Mindsets in the U.S. Government

If you've ever had to wait in line to pay longer than you spent actually shopping in a store, then you know there are few, if any...

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Can CX Practices Help Solve the Maze of Complicated Procurement Ecosystems?

Stephanie Thum, Ph.D., CCXP

Jul 21, 20203 min read

Can CX Practices Help Solve the Maze of Complicated Procurement Ecosystems?

Suppliers play a vital role in creating experiences for citizens and customers of U.S. federal government agencies. Yet, the government...

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New GAO Report: Customer Experience Takeaways for Federal Government Agencies Beyond the IRS

Stephanie Thum, Ph.D., CCXP

Jan 19, 20203 min read

New GAO Report: Customer Experience Takeaways for Federal Government Agencies Beyond the IRS

The title of last week’s Government Accountability Office (GAO) report might fool you: IRS Successfully Implemented Tax Law Changes but...

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