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
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 ...
Recruiting airmen and retaining families-how X-data supports retention of service members
Finding the right mix of X (experience) and O (operational) data isn’t just about finding a better way to serve customers. It’s also about finding a better way to attract, retain, and understand t...
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 ...
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 busines...
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...
21st Century IDEA Act: Better federal websites are around the corner
If you’ve ever struggled to find information on a federal government website, or felt confused while filling out an endless paper form and wondered, “Why doesn’t someone do something about this ...
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...
OMB Circular A-11 Section 280: The Next Frontier in Government Customer Experience (Part 1 of 3)
Today’s post starts a three-part series on OMB’s new guidance to federal agencies on managing customer experience and service delivery. In June 2018, the Office of Management and Budget (OMB) i...
How to reduce bias in interviews
Hiring the best people for your organization requires removing bias from your interviews. Find out w...
WorkDifferent: Three things we learned about moving forward in 2021
At WorkDifferent 2021, we heard from seven-time Superbowl winner Tom Brady, Peloton instructor Ally ...
Patient experience drives trust and advocacy
Today marks the beginning of Patient Experience Week. This week is a globally recognized event that ...
By Bruce Temkin, Susan Haufe