Customer Experience

Topic

Customer Experience: A Fireside Chat with Stephanie Thum, CCXP

Program

The sought-after customer experience (CX) professional Stephanie Thum, CCXP, joined Rob Fay, HCD Strategy Lead with Tantus Technologies, to discuss customer experience. Stephanie spoke to a variety of topics, including:

• A historical lens for CX and government
• Influencers and drivers of CX
• The unique role and opportunity for human-centered design
• And more.

Stephanie Thum is a Certified Customer Experience Professional (CCXP) and founder of Practical CX. She served as one of the U.S. federal government's first agency-level customer experience leaders at the Export-Import Bank of the United States from 2012-2016. Stephanie is a frequent podcast guest, webinar presenter, expert source often quoted in the trade press around White House CX policies and published in scholarly circles. She has written and spoken extensively on customer experience strategy, global voice of the customer techniques, metrics, communication, and customer experience governance in multiple sectors. Stephanie currently works with government agencies, B2B firms, technology companies, and marketing firms. She also serves as the series editor for a collection of scholarly case studies for SAGE Publishing. 

Resources

• Recording
• Recent Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government
• OMB Circular A-11 Section 280/Agency CX Accountability Framework
• Clinton - Executive Order 12862/Setting Customer Service Standards
• Example law that legislates agency-specific CX practices: Taxpayer First Act
• An example that is more widespread than one agency: IDEA Act
• Must read recommendation: Sludge: What Stops Us from Getting Things Done and What To Do About It, by Cass R. Sunstein
• Design Thinker Profile: Capabilities for Driving Change in Healthcare, by Dani Chesson, Ph.D. and Mitchell Kusy, PhD
• Recommendation for a design and change management thought leader to follow: Dani Chesson, PhD
• Exciting CX/UX work from Australia
  
  • Digital.NSW - find the building blocks for creating user-centered digital services, as well as policy, tools and guidance
  • The New South Wales Government Embarks on a Bold Journey to Improve Customer Experience
  • Service NSW makes it easier for NSW residents and businesses to access government services
• Follow Stephanie Thum, CCXP on Twitter and LinkedIn
• Today's virtual Zoom background! Feel free to download and use the background. 

What's Next

• Upcoming HCD Community of Practice on Thursday, March 31 at 1 PM. Look for more information soon.
• Please tell us about your experience with the HCD CoP by completing a brief survey.
• Check out the latest edition of Embedded, the measurement issue.