Marketing

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

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

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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Power Up: Expert Tips to Supercharge Your CX in 2021

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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Privacy-Centric Vs. Personalized Customer Experiences: The New Balancing Act for CX

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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Want to improve customer experience? Start with content!

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...

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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...

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

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...

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Stephanie Thum, Ph.D., CCXP

Jan 14, 20204 min read

Wait and See: Four Ways To Keep The Customer Experience Going When Uncertainty Looms

This post and video were originally created for SAP and appeared on DigitalistMag.com. “Wait and see.” That phrase can be like a huge,...

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