Posts by Stephanie Thum, CCXP


Government customer experience: are we making progress yet?

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 governments don’t have to care about customers, citizens, and residents because government is a monopoly. So what’s the use? I understand why people would feel this way. Government doesn’t […]

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5 simple ways to conquer “closed loop” feedback

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 feedback, though, won’t make you successful. You have to take action. But that’s not where the work ends, either. If your […]

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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 to “close the loop” with residents and citizens after they give you feedback? No matter if you call it citizen feedback, […]

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Three ways to influence how your organization views customers

In a recent blog post and during a panel chat at the recent 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 government agency get ahead of operational and business risk. The subject is ripe for breakthrough moments because […]

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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 of your organization. Those anecdotes are a great way to humanize customers in conversations with executives, colleagues, employees, and […]

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Where customer feedback and security collide

Collecting customer feedback has become a bigger imperative than ever before for federal government agencies. New guidance to high-impact agencies from the Office of Management and Budget (OMB), new legislation like the 21st Century Integrated Digital Experience Act (IDEA), and emerging pressures from the Government Accountability Office (GAO) and Inspectors General (IG), for example, all […]

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