Stephanie Thum is a Certified Customer Experience Professional (CCXP) and Chief Advisor for Federal Customer Experience at Qualtrics. In a past life, Stephanie was the head of CX for a federal government agency where she built a CX program that included customer surveys, executive councils, employee engagement, and data governance practices. She was also responsible for coordinating her agency’s public-facing annual performance plan and report, based on OMB Circular A-11. She is formally trained in strategic planning for government organizations and in planning, budgeting, and performance reporting for government organizations.
Articles written by Stephanie Thum
5 ways to build better government with citizen feedback
You probably know it’s important to collect citizen feedback on government services, but have you ever thought about all the ways and places you could do it? Just as importantly, do you know how ...
You have experience and operational data. Now what? Governance.
Don’t you just love customer stories? If your business or agency has been around for a while, then you probably know at least one story of how a customer’s life has been transformed by the work...
More good news for government CX: House passes Federal Agency Customer Experience Act
For years, federal agencies have had a problem with collecting and measuring customer feedback. If you asked why, you usually wouldn’t hear that it had anything to do with tools, technology, or tale...
The inequity of well-being at work: how organizations can take action
Well-being in traditionally marginalized groups can look different due to their unique lived experie...
Women in the workplace are most at risk for burnout and attrition
Organizations must address burnout and improve well-being for all employees, but especially for thos...
Is there any point to dress codes at work?
Key points: There is little to no scientific evidence that ties how we dress at work to perform...
By Sarah Marrs