@PracticalCX

Founder @stephaniethum. #CX leadership and digital marketing from a practical perspective. Rarely posting on X. Find us on @LinkedIn.

 Washington, DC
practical-cx.com
Joined October 2019
  • Tweets3.7K
  • Following2.4K
  • Followers2.6K
555Media
We’re not hanging out on X much anymore. Find us on @LinkedIn. 🫶🏼
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Circular Design, Extended Producer Responsiblity, and the Case for Business Fluency in #CX - new on the blog via @stephaniethum. #CircularDesign #EPR #Sustainability practical-cx.com/post/circul…

Circular Design, Extended Producer Responsiblity, and the Case for Business Fluency in CX

Technical competencies take you only so far in bringing people along in CX if you don't understand the external influences shaping the business itself. In writing A Foundational Guide to Circular...

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Circular Design, Extended Producer Responsiblity, and the Case for Business Fluency in #CX #customerexperience #business #EPR #circulardesign #circularity #sustainability via @PracticalCX practical-cx.com/post/circul…

Circular Design, Extended Producer Responsiblity, and the Case for Business Fluency in CX

Technical competencies take you only so far in bringing people along in CX if you don't understand the external influences shaping the business itself. In writing A Foundational Guide to Circular...

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We’re living in a digital marketplace where the price tag you see may be less about the product and more about the #data you’ve left behind. practical-cx.com/post/what-p… #cx #dynamicpricing #customers

What Personalized Pricing Means for CX, and What the FTC Wants to Do About It

We’re living in a marketplace where the price tag you see may be less about the product and more about the data trail you’ve left behind. The FTC seems to be saying those days of personalized pricing...

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If we don’t talk about ethical #leadership when we talk about dark patterns we’re obscuring the ultimate sources of #customer deception. #cx #darkpatterns Via @stephaniethum practical-cx.com/post/why-ar… #CX

Why Aren't We Talking About Ethical Leadership When We Talk About Dark Patterns?

We're talking about dark patterns now more than ever, focusing on deceptive design and court cases. But one question remains oddly absent from the conversation: Where are the ethical organizational...

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Bureaucracy and the hidden corners of leadership communication. New on the blog via @stephaniethum. practical-cx.com/post/bureau… #CX #Communication #Leadership

Bureaucracy and the Hidden Corners of Leadership Communication

Rules, processes, policies, and procedures communicate just as much from leaders to followers as town hall speeches, e-mails, and LinkedIn posts. Every rule, procedure, and policy communicates a...

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Dark Patterns vs. Customer Experience Efficiency: HP’s Hold-Time Controversy #CX #Ethics - New on the blog - @stephaniethum practical-cx.com/post/custom…

Dark Patterns vs. Customer Experience Efficiency: HP’s Hold-Time Controversy

When HP intentionally added 15-minute support hold times, backlash followed. Here’s the leadership lesson about balancing customer experience, efficiency, and trust.

practical-cx.com
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#CX #ethics - finding a moral compass with dark patterns practical-cx.com/post/cx-vir… #darkpatterns

Dark Patterns: What the Amazon Prime Case Illuminates About CX and Ethical Leadership

Explore how Amazon’s dark patterns case exposes deeper ethical issues in customer experience and how virtue ethics can guide CX leadership.

practical-cx.com
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#CX Ethics in the Spotlight: Amazon’s $2.5B Dark Patterns Settlement with the FTC linkedin.com/pulse/cx-ethics… via @stephaniethum

CX Ethics in the Spotlight: Amazon’s $2.5B Dark Patterns Settlement with the FTC

Hello, friends! It’s been a minute since I've been here! I’ve been working on a few projects, one of which I’m especially excited to see coming out in January: The Sage Works Guide to Global Leader...

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Seven wins and wipeouts: A look back at #CX in 2024. practical-cx.com/post/from-w… #CustomerExperience #CustServ #PotteryBarn #Government

Seven Wins & Wipeouts: A Look Back at Customer Experience in 2024

Updated December 21, 2024Customer experience (CX) has had its share of highs and lows in 2024—a roller coaster ride of triumphs that deserve celebration and failures that serve as cautionary tales....

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Click to cancel? Not so fast, says industry. #cx #custserv practical-cx.com/post/click-… #clicktocancel

Click to Cancel? Not So Fast, Says Industry…

You may have seen a wave of celebratory posts about it on social media: in mid-October, the U.S. Federal Trade Commission (FTC) announced its much-anticipated “Click to Cancel” rule, aimed at making...

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Do #customers perceive AI-written #communications as less authentic? Sometimes yes, sometimes no. #cx #customerexperience #ai phys.org/news/2024-10-custom…

Do customers perceive AI-written communications as less authentic?

From Nike and Google to Coca-Cola and McDonald's, major brands are incorporating artificial intelligence (AI) into their advertising campaigns. But how do consumers feel about robots generating...

phys.org
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#Sustainability and customer experiences are no longer worlds apart. Are #CX pros prepared with the circular design skills they need? linkedin.com/pulse/from-cx-b…

Why Circular Design is a New Must-Have Skill for CX Pros

Customer experience (CX) professionals have complex jobs. In the C-suite, they carry the torch for customers while balancing what is best for the business.

linkedin.com
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Pottery Barn just redesigned some of its most popular #furniture with a different, underserved customer segment in mind. #cx #retail #customerexperience ⁦@potterybarn⁩ linkedin.com/pulse/why-potte…

Why Pottery Barn just redesigned some of its most popular furniture

Welcome to Fast Company Daily, our daily newsletter on LinkedIn, featuring a free article selected each day by our editors as well as a roundup of great advice on careers, hiring, innovation, and...

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THIS! One of the most important pieces of advice I’ve given to ALL of my clients. 👇🏾
Stephanie Thum, PhD, CCXP@stephaniethum13 Aug 2024
Don’t just measure what matters. Measure what matters that you are going to do something about. #cx #Leadership #CustomerExperience #customerfeedback #metrics
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Is self-checkout on the chopping block? 6 major retailers are changing their check-out policies and investments. #cx #custserv kioskmarketplace.com/article…
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⌛️🫰This week's @WhiteHouse "Time is Money" memo wasn’t a victory lap for better #CX as a business standard but a clear signal that the quest continues. @stephaniethum has more on the blog. #customers. #Consumers #CustServ practical-cx.com/post/realit…

Reality Check: The White House’s New CX Memo Spotlights Bad CX, But Isn’t the Regulatory Crackdown...

The White House's New Time is Money Memo Spotlights Bad CX But Isn't the Regulatory Crackdown Some Hoped For

practical-cx.com
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👉 Customer trust-building 101: Close the loop! t.ly/Dp0K #CustomerExperience #CX #Trust

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 more ways and more tools to collect customer feedback than ever...

practical-cx.com
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Don’t just measure what matters. Measure what matters that you are going to do something about. #cx #Leadership #CustomerExperience #customerfeedback #metrics
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3 new industry reports track what matters to the candidate experience and how companies and talent attraction teams measure up. Via @stephaniethum #Leadership #CandidateExperience #CX linkedin.com/pulse/tracking-…

Tracking What Matters to Job Candidates and How Companies Are Measuring Up

Right now, we’re seeing alarming headlines about mass layoffs at major companies worldwide. At the same time, industry chatter points to a persistent global technical skills gap and a shortage of...

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