Technology | Practical CX, LLC

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,...

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...

Stephanie Thum, Ph.D., CCXP

Jul 15, 20213 min read

Customer Trust-Building 101: Close the Loop!

Collecting customer feedback has become a mainstay for companies that want to reap the benefits of customer-centricity. There are now...

Stephanie Thum, Ph.D., CCXP

Jul 14, 20211 min read

Mitel Minute: Why is it important to build great employee communication systems?

Great customer experiences are deliberately designed. The same is true for your employee communication systems. But! The question on this...

Stephanie Thum, Ph.D., CCXP

Jun 30, 20211 min read

Mitel Minute: How can leaders foster innovation with a hybrid workforce?

We have learned a lot about virtual teams over the past few years. Now we need to understand hybrid teams. Hybrid teams are fluid. Some...

Stephanie Thum, Ph.D., CCXP

Jun 23, 20211 min read

Mitel Minute: Can having too many communication tools impact customers' and employees' experiences?

Is it ever possible to have too many communication tools at work? There are a lot of ways to think about this, and opinions can vary. For...

Stephanie Thum, Ph.D., CCXP

Apr 22, 20213 min read

5 Ways Customer Experience Leaders Can Influence Digital Transformation

This post is sponsored by Pegasystems. Digital transformation is no longer a subject on the periphery for customer experience...

Stephanie Thum, Ph.D., CCXP

Apr 12, 20214 min read

6 Ways Tech Will Enable the Post-COVID Airport Customer Experience

Gene Sutch knows not everyone who took a travel hiatus during the pandemic is ready to get back to flying. “But we’re here for customers...