Annette Franz

CX Teams: Who, What, Where, How Many, and How Much?

Questions that surface often, especially as the customer experience discipline and profession become more widely “accepted” or established in organizations around the globe are: “What does a customer experience team look like? What roles comprise the t...

Employee Experience: 8 Ways Leaders Must Lead Differently

A few months ago, I wrote a detailed post about employee experience called What Exactly is Employee Experience? In that post, I shared: It’s not just about the impact on the customer experience – it’s also about the impact on employees. It’s about ...

The Benefits of a Customer-Centric Culture

I originally wrote today’s post for Customer Contact Week (CCW). It appeared on their site on November 8, 2019. What does a customer-centric culture look like, and what are the benefits of designing such a culture? Customer-centric companies put ...

Employee Experience – Good for Employees, Good for Business

I originally wrote today’s blog post for Intouch Insight. It appeared on their blog on September 5, 2019. In order to truly establish a foothold in – and to then propel – your customer experience transformation, one of most important things that bus...

Digital Schmigital

You keep reading and writing and saying “digital transformation.” Do you know what that means? In September 2019, I did a keynote titled “Marketing in the Era of Customer Experience” for an American Marketing Association (AMA) event. In that keynote...

The Elusive 360-Degree View of Customers

I originally wrote today’s post for CallidusCloud. It appeared on their blog on October 15, 2018. Many companies are focusing on the customer experience these days in some way, shape, or form. Most of them know that it’s necessary to deliver a great ex...

Operationalizing Your Customer Data

Critical to improving the customer experience is listening to customers and incorporating their data and their feedback into your transformation strategy. Data-driven decisions are key to customer experience transformation success. There are many diffe...

Right Data, Right People, Right Time

If you want to improve the customer experience, you first need to understand your customers and their experiences; to do this, I typically recommend three approaches, all of which go hand in hand: Listen. Don’t just ask customers about the experience ...

Keeping Employees Informed about Customer Experience Transformation Efforts

According to TechTarget, “Customer experience management is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle.” Gartner defines it as “...

Not Your Father’s Comcast

It’s not your father’s Comcast. It’s now your Comcast, the Comcast of the future. I was invited to participate in Comcast’s CX Innovation Day on Monday, November 4. The event’s purpose was to put a spotlight on CX innovation. It included a roundtabl...

What Exactly is Employee Experience?

Today’s post was originally published on Forbes on February 1, 2019. I’ve made some modifications to that original post. It’s starting to happen. I hear it. I see it. Finally. It’s not perfect, but we’re making progress. I’ll take progress at this poin...

Do Customers Really Want to Be in Control?

I originally wrote today’s post for Forbes. It appeared on Forbes on March 5, 2019. “Customers are connected.” “Customers are more-informed than ever.” “Customers trust each other more than brands.” “Customers have the power.” “Customers are in control...

CX Journey™ Musings: In the Name of Humanity…

As a customer experience professional, you focus a lot on the customer. You put the customer on a pedestal. You put the customer front and center. And rightly so; without customers, you have no business. But you have to remember this: in order to delib...

8 Important Questions to Answer to Start Down the Path of Customer-Centricity

Today’s post originally appeared in Forbes on December 21, 2018. How can companies ensure that they are ready to put the customer at the center of all they do? Customer-centric companies put the customer at the center of all they do; they ensure that t...

The “New” Purpose of a Business

It all starts with CEO commitment. Customer experience professionals got an early Christmas present last week in the form of a revised statement on the “purpose of a corporation.” Well, it was a revision for the CEOs at the Business Roundtable, but man...

Linking Behaviors to Core Values

I write about organizational culture and core values quite often. One of my most recent articles on this topic was about whether or not employees believe in their companies’ core values. In that post, I shared this statistic from Gallup: only 23% of U....

Deliver New Value to Your Customers with Future-State Journey Mapping

Are you using journey mapping to design a better future-state experience and to deliver new value for your customers – with your customers? One of a dozen or so journey mapping myths that I’ve written about over the last few years is that you can’t…

5 Key Building Blocks of a Winning Customer Experience Strategy

I originally wrote today’s post for Kayako. It appeared on their blog on March 1, 2019. The only true competitive advantage for brands is their customer experience. As a result, more and more companies – both large and small – are slowly getting on boa...

Surveys: Don’t Believe Everything You Read

Being a CX professional is hard enough; misinformation just makes our work more challenging. Misinformation or confusing information by a person with a ton of followers and a ton of influence makes our work even more challenging. Over the weekend, Seth...

10 Ways to Socialize Customer Insights

With whom and how do you socialize customer insights? You’re listening to customers. You’re combining their feedback with those bread crumbs of data that they leave with every transaction and interaction with your brand. You’ve developed customer perso...

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