Annette Franz

Leaders Need to Show, Not Just Say

Image courtesy of Pixabay How do leaders drive (lasting) change?Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed...

Focus on the People and the Numbers Will Come

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018.When companies focus on people, their people - employees first, then customers - the numbers will come.This is a tough concept for ...

You Aren’t Journey Mapping

I hate to tell you this, but you're just not.*I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're j...

Prioritizing Your #CX Improvement Initiatives

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018.How do you prioritize your CX improvement initiatives?You've listened to customers. You've mapped their journeys. And you've ident...

10 More All-Too-Common VoC Program Mistakes – Part 2

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes.In case you missed the first post in this series, you can find it here.Note that I haven't prioritized or categorized these mistakes, but take a close loo...

10 All-Too-Common VoC Program Mistakes – Part 1

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018.As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a com...

Customer Understanding: The Cornerstone of Customer-Centricity

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity.Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that.What is customer-centr...

Do You Believe in Your Company’s Core Values?

Image courtesy of Pixabay Do employees believe in the core values? Do they even know their company's core values?Core values are the fundamental beliefs of an organization; they  guide executives and employees in identifying which behaviors and a...

The Culture Perception Gaps

Image  courtesy of Pixabay Are you aware that there's also a Culture Perception Gap?I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. Until now.PwC recently ...

Raving Fans? Meh. How About Immortal Fans?

Image courtesy of Pixabay The ultimate fan is an immortal fan!This past weekend, I attended the Good is the New Cool event in Los Angeles, an event that is based on the book by the same name. It was such an inspirational event with a lot of great spea...

On Metrics and Complacency

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It was published on their blog April 19, 2018.The customer experience is a journey; your transformation work is, too!I was recently asked for suggestions on how to prevent di...

You Can Lead a Horse to Insights…

Image courtesy of Pixabay Is your customer experience transformation work stuck at good intentions?One of the biggest showstoppers in customer experience transformations today is execution - actually, it's the lack thereof. You've got a ton of data, i...

Have You Digitized Your Journey Map?

age courtesy of Pixabay Do you know why it's important to digitize your journey maps?In the past, I've written about some of the myths of journey mapping. One of those myths was:Without a digital mapping platform, I can't even begin to map.You probabl...

Using Journey Maps to Tell the Customer’s Story

Image courtesy of Pixabay I originally wrote today's post for Story of Business. It appeared on their blog on August 3, 2018.Stories are a wonderful communication tool and a powerful teaching tool. They allow you to deliver a message in a way that eng...

Building Blocks of a Customer Experience Transformation Strategy

Do you know all of the building blocks of a customer experience transformation strategy?I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives beli...

Defining Your People-Centric Culture

Image courtesy of Pixabay I originally wrote today's post for CMSWire. It appeared on their blog on May 8, 2018. While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many ...

Change Vision: Getting Employees on Board with Your Transformation Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on March 28, 2018.Change is hard. But it’s even harder when you don’t have a clear sense of the outcome – and how you’ll achieve that outcome.Your c...

Questions to Consider Before Forming a Customer Advisory Board

Image courtesy of Pixabay I originally wrote today's post for Clicktools. It appeared on their blog on March 26, 2018. There are a lot of different ways to listen to customers and employees. Most companies think that surveys are the only way to g...

5 #Leadership Books You Must Read in 2019

Image courtesy of Pixabay What's in your library?I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I thought I'd share some good ones that...

Why Do I Need Data in My Journey Maps?

Image courtesy of Pixabay Are you adding data to your journey maps?Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. I wrote that... ...mapping tools had ...

New Posts