Practical CX
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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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
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 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 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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