Government | Practical CX, LLC

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

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...

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....

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...

Stephanie Thum, Ph.D., CCXP

Oct 4, 20212 min read

Customer Apologies, Language, and Sludge: 3 New Scholarly Articles for Your CX Reading List

Podcasts, blogs, reports, and books are great for staying sharp on the fundamentals and trends in customer experience management (CX). On...

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...

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,...

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...