Practical CX ®

Founder @stephaniethum. #CX leadership and digital marketing from a practical perspective. Rarely posting on X. Find us on @LinkedIn.

[Practical CX ® @PracticalCX]

We’re not hanging out on X much anymore. Find us on @LinkedIn. 🫶🏼

[Practical CX ® @PracticalCX]

Dark Patterns vs. Customer Experience Efficiency: HP’s Hold-Time Controversy #CX #Ethics - New on the blog - @stephaniethum https://t.co/5UYhpB17H0

[Practical CX ® @PracticalCX]

#CX #ethics - finding a moral compass with dark patterns https://t.co/k4ZKv6398o #darkpatterns

[Practical CX ® @PracticalCX]

#CX Ethics in the Spotlight: Amazon’s $2.5B Dark Patterns Settlement with the FTC https://t.co/5vLZ7L8HkN via @stephaniethum

[Practical CX ® @PracticalCX]

Seven wins and wipeouts: A look back at #CX in 2024.
https://t.co/BwdsrsbEkm #CustomerExperience #CustServ #PotteryBarn #Government

[Practical CX ® @PracticalCX]

Click to cancel? Not so fast, says industry. #cx #custserv https://t.co/NAn1BoGvAQ #clicktocancel

[Practical CX ® @PracticalCX]

Do #customers perceive AI-written #communications as less authentic? Sometimes yes, sometimes no. #cx #customerexperience #ai https://t.co/Ga84ttAMgm

[Practical CX ® @PracticalCX]

#Sustainability and customer experiences are no longer worlds apart. Are #CX pros prepared with the circular design skills they need? https://t.co/cOSTLih2aS

[Practical CX ® @PracticalCX]

Pottery Barn just redesigned some of its most popular #furniture with a different, underserved customer segment in mind. #cx #retail #customerexperience ⁦@potterybarn⁩ https://t.co/kiKQv4mB1I

[The Ran-dom Scribbler! 🇨🇦 @rnanjad]

THIS! One of the most important pieces of advice I’ve given to ALL of my clients.
👇🏾

[Practical CX ® @PracticalCX]

Is self-checkout on the chopping block? 6 major retailers are changing their check-out policies and investments. #cx #custserv https://t.co/wgJcf8Fdid

[Practical CX ® @PracticalCX]

⌛️🫰This week's @WhiteHouse "Time is Money" memo wasn’t a victory lap for better #CX as a business standard but a clear signal that the quest continues. @stephaniethum has more on the blog. #customers. #Consumers #CustServ https://t.co/9M6cQc4ZoK

[Practical CX ® @PracticalCX]

👉 Customer trust-building 101: Close the loop! https://t.co/jd88pnar8c #CustomerExperience #CX #Trust

[Stephanie Thum, PhD, CCXP @stephaniethum]

Don’t just measure what matters. Measure what matters that you are going to do something about. #cx #Leadership #CustomerExperience #customerfeedback #metrics

[Practical CX ® @PracticalCX]

3 new industry reports track what matters to the candidate experience and how companies and talent attraction teams measure up. Via @stephaniethum #Leadership #CandidateExperience #CX https://t.co/GiWzaQUtE4

[Practical CX ® @PracticalCX]

Is your #CX strategy ethically sound? 3 major cases to consider. #ethics #CustomerExperience #customers #Integrity https://t.co/3ATObdt5bD

[Practical CX ® @PracticalCX]

Giants like Adobe, Toyota Motor Credit, and SiriusXM are facing #legal troubles that raise questions at the intersection of #ethics and CX. What do #CEOs and #CX pros need to think about? 3 cases to consider. #CustomerExperience https://t.co/3ATObdt5bD

[Stephanie Thum, PhD, CCXP @stephaniethum]

The success of a webpage isn’t about getting the #customer to do what *you* want them to do. Success is about the *customer* getting to do what *they* want/need to do. #cx #customerexperience

[Practical CX ® @PracticalCX]

There are many pitfalls in setting up a voice of the #customer program. The biggest: cultural candor.

✅ Why are we collecting #feedback?
✅ Will we triage, not punish for uncomfortable info?
✅ Act on #data?

A good #VOC foundation requires honesty. #cx

[Practical CX ® @PracticalCX]

Don’t just measure what matters. Measure what matters that you are going to do something about. #cx #CustomerExperience #customerfeedback #metrics