#59: Managing the Sludge Caused by "Red Tape" that Impacts Customer Experiences with Dr. Stephanie Thum

Dr. Stephanie Thum knows a thing or two about red tape. In fact, she just got her PhD in Red Tape Theory! In this episode, she provides a fresh perspective, discussing the pros and cons of red tape, and its elusive cousins, green and pink tape. Using these insights, we explore how these nuances can greatly impact customer experience and employees' engagement. In this episode: Red tape holds complexities: It has both its virtues, such as providing structure and thwarting fraud, but it can also lead to unnecessary impediments and sludge, ultimately leading to employee disengagement and customer dissatisfaction. Handling red tape: Increasing customer experience and reducing friction should be top priorities. Practices like human-centric design, tapping into the voice of the customer, and intensive data monitoring can help manage the burden of red tape efficiently.  Role of leadership: As roles change and evolve, leaders need to tune into the needs and perceptions of their followers. This could involve managing the negative effects of red tape, and ensuring effective communication to avoid potential blind spots. New buzzword in business: Sludge! It's about those friction-filled administrative processes that eat up time and money. Want to fight the sludge? Steph shares valuable insights  Don't miss this insight-packed episode Meet Stephanie! I'm a senior professional with a proven track record as a customer experience practitioner and consultant, now part of SAP's global executive/board communication team. With roots in professional services business development, account teams, broadcasting, and content development, I've developed an expertise in customer- and business-oriented communication, leadership, and project management. My journey isn't limited to the global technology corporate world; I'm also a small business founder with experience in the non-profit and federal government settings. I recently completed a lifelong goal--to obtain a Ph.D. My research focused on global government administrative leaders' experiences with red tape frictions in their work. As a student I produced multiple pieces of peer-reviewed, published scholarship. These academic pursuits deepened my understanding of the intricacies of the human experience, organizational management, and extremely complex global leadership that I continue to apply to my professional endeavors. Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter