Stephanie Thum, CCXP


About Stephanie Thum, CCXP

Stephanie is a Certified Customer Experience Professional (CCXP) who got her start in the customer experience profession working with the Big Four accounting firm of EY. She eventually became one of the U.S. federal government's first agency-level heads of customer experience. Her background also includes work as Qualtrics' Chief Advisor for Federal Customer Experience, where she counseled governments around the world on experience management strategies and tactics. She also spent time on SAP's Catalyst team counseling SAP's small and mid-sized audiences on security and CX, digital transformation, and modern-day voice of the customer practices via videos, blogs, and podcasts. She is a published writer, panelist, facilitator, presenter, and speaker.

Colleagues discusses gaps in customer experience based on data

The CEO’s Guide To CX: Six Practical Tips For Getting Started

2-Oct-2019 | Stephanie Thum, CCXP

By now, almost every CEO has heard the phrase “customer experience.” Some CEOs may have considered adding a chief experience officer (CXO) to their leadership ranks. It makes sense for CEOs to hav

Government officials discuss how constituents experience their agency's services

Government Customer Experience: Are We Making Progress Yet?

27-Aug-2019 | Stephanie Thum, CCXP

Over the past several years, I've been asked more times than I can count: "Why should government care about customer experience?" The assumption is usually that government doesn't have to care abou

Business people talking in office

Five Simple Ways To Close The Loop With Customers (And Why You Should Always Do It)

30-Jul-2019 | Stephanie Thum, CCXP

Collecting feedback from customers and employees is more important now than ever before. And, as we shared in this recent blog post, there are more ways than ever before to do it. Simply collecting fe

Government officials review citizen feedback

Five Ways To Build Better Government With Citizen Feedback

16-Jul-2019 | Stephanie Thum, CCXP

If you're part of a government agency, then you probably know it’s important to collect citizen feedback on the services your agency offers. But have you ever thought about all the ways and places y

marketing team discusses improvements to customer experience

Three Ways To Influence How Your Organization Views Customers

26-Jun-2019 | Stephanie Thum, CCXP

In a recent blog post and a panel discussion at Qualtrics X4 conference in Salt Lake City, we talked about the many ways you can leverage customer and citizen feedback to help your business or govern

X, O, experience, operations, intelligent enterprise, experience economy

Five Ways “X Data” Fuels The Intelligent Enterprise

27-May-2019 | Stephanie Thum, CCXP

Part 4 of the series "Winning In The Experience Economy" Some people love numbers. They love ratios, percentages, scores, ratings, targets, charts, and spreadsheets. Operational data (“O” data)