Leadership | Practical CX, LLC

Stephanie Thum, Ph.D., CCXP

May 5, 20211 min read

How Change Readiness Drives Change Management Strategy

Organizational change is everywhere, all the time! Not just in the realms of customer experience and employee experience, but everywhere!...

Michelle Batt, CCXP

May 4, 20213 min read

How to Score 3 CX Wins in 1 -- Engage Your Front-Line to Improve the Customer Experience!

Guest post by Michelle Batt, CCXP In order to find out what your customers need or want why not ask your own people? I’ve seen this work...

Practical CX

Mar 26, 20211 min read

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...

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...

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...

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...

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...

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...

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...