Stephanie Thum

Author Bio

Stephanie Thum is a contributor to the Qualtrics blog.

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 ...

8 min read


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 fe...

8 min read


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...

7 min read


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 ...

8 min read


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...

6 min read


Customer experience for government: 6 resources for understanding OMB Circular A-11 Section 280

I love being part of the Qualtrics federal team in Washington, DC. With more than 100 clients at 60+ U.S. federal government agencies, our team is always working with clients and partners on fascinati...

4 min read


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...

8 min read


A look at wins from government customer experience in 2018 and forward to struggles in 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. It was packed with new learning events, new thought leadership, and the launch of government CX cen...

7 min read


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 ...

6 min read


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...

4 min read


Teaming Up for the Next Frontier in Government Customer Experience: OMB Circular A-11 Section 280 (Part 3 of 3)

Today’s post is the third of a three-part series on OMB’s new guidance to federal agencies on managing customer experience and service delivery. If you’ve read OMB A-11 Section 280, or peruse...

5 min read


What Agencies Are Expected to Do to Comply with OMB’s new Customer Experience Requirements (Part 2 of 3)

Today’s post is part 2 of our 3 part series on OMB’s new guidance to federal agencies on managing customer experience and service delivery. See part one here. OMB Circular A-11 Section 280 incl...

4 min read


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...

4 min read