Customer Experience: A Fireside Chat with Stephanie Thum, CCXP

February 24, 2022

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.

Session Speaker

Stephanie Thum  – 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.