Annette Franz

Why Customer Experience Transformations Stall

I originally wrote this post for Forbes.com. It appeared on the Forbes site on November 14, 2018. In this follow-up to my article last month titled “Has Your CX Transformation Stalled?” I continue to outline why customer experience transformation effor...

One More Journey Mapping Mistake

Are you making this mistake when journey mapping? We already know that people are making mistakes when they’re journey mapping. I’ve outlined several of them in past posts: 5 Myths of Journey Mapping, in which I wrote about: I’ve mapped; I’m done. One ...

Is Your Own Management Stalling Your Customer Experience Transformation?

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the firs...

The Secret Sauce to Achieve Outcomes with Journey Mapping

In today's post, I reveal the secret sauce for journey mapping success. Are you ready?There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping).A few months ago, I sh...

Has Your #CX Transformation Stalled?

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series.The good news is that you've embarked on a cu...

On Becoming People-Centric

This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018.If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experienc...

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...

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