Annette Franz

Customer Experience and Customer Success: What’s the Difference?

I think there's controversy when trying to delineate customer experience with customer service, but the conversations become a bit more heated when it comes to customer experience and customer success.

Transforming Your Culture with the Help of a Culture Committee

Image courtesy of Pixabay What is a Culture Committee? And do you need one? (The short answer is "Yes!")Last month, I wrote a two-part series about how to stand up your team of CX Champions. Without a doubt, they are an important part of the customer ...

Amplify Your Transformation with CX Champions – Part 2

Image courtesy of Pixabay This is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts.If you missed Part 1, see it here.I'll dive right in with more details about ...

Amplify Your Transformation with CX Champions – Part 1

Image courtesy of Pixabay In this two-part series, I'll  outline how to stand up a team of CX Champions to activate your customer experience transformation efforts.Do you have a governance structure in place for your customer experience transform...

Corporate Culture and the Bottom Line

Image courtesy of Pixabay Is there a linkage between corporate culture and the bottom line?In a nutshell... yes. Corporate culture is linked to so many business decisions and business outcomes. You might be surprised!Today's post is a follow-on to las...

The Continuum of Data-Driven Success

Image courtesy of Pixabay I originally wrote today's post for Logi Analytics. It appeared on their blog on December 14, 2017.Data is just data until you do something with it, right?!That statement has plagued companies for a long time. For a variety o...

CX Journey™ Musings: Golden Rule or Platinum Rule?

Image courtesy of Pixabay Here's another age-old debate... gold or platinum?Personally, I prefer platinum.Oh wait. What are we talking about? LOL.Rules. I'm talking about rules.I still prefer platinum!On the heels of my recent post about imagining ...

Imagine That You’re a Human…

Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session..."Imagine for a second that you're a human... "Yikes!Unfortunately, more companies need to start thinking this way!Sadly, there is no shortage...

CX Journey™ Musings: A Lesson in Living Your Core Values

Image courtesy of Pixabay Have you seen Jeff Bezos' annual shareholder letter for 2018?Within the last few weeks, Bezos released his 20th annual shareholder letter. Each year the letter is filled with strategy lessons about customer experience, employ...

From Journey Map to Experience

Image courtesy of Pixabay Today's post was originally written for Brand Quarterly. It appeared in their November 28, 2017, issue. It has been slightly modified.Customers...

CX Journey™ Musings: A Trojan Mouse and Your #CX Strategy

Image courtesy of Pixabay Are you challenged in your efforts to implement organization-wide changes to improve your culture, the employee experience, and the customer experience.Have you considered how a Trojan Mouse might help you gain traction in th...

Do You Care About Your Employees?

Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees?I had another blog post in the hopper for this week, but when this article came across my desk, followed by a phone conversation with Bob Cha...

Drive Real #CX Change with Journey Maps

Are journey maps a waste of time, or can you really use them to drive CX change?There's a big problem brewing out there when it comes to journey mapping: Too many folks view journey maps as useless, when instead, the maps should be seen as one of th...

How Do You Measure #CX Success?

Image courtesy of Unsplash How do you measure success of your customer experience initiatives?For any type of project or initiative that you undertake, it's important to be able to track progress and measure success. In order to do that, you must firs...

What’s in Your #CX Budget?

Image courtesy of Pixabay What's in your customer experience strategy budget?Traditionally, customer experience professionals have no budget.By that I mean that they have no allocated financial resources for improvements to be made as a result of the ...

Why #CX Transformations Fail

Image courtesy of Pixabay Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now?You started years (not months - it's a journey - it takes time!) ago, but you don't th...

12 Principles of Successful #CEM Change Management

Image courtesy of Pixabay Change. It's inevitable.And it's hard. Many - as high as 70% of - change initiatives fail.But don't let that stat scare you. And don't let it change your attitude about what lies ahead. Don't let that become a self-fulfilling...

Put People Before Profits

Image courtesy of Pixabay Does your company put profits before people?I bring this up because I've seen a particular phenomenon many times: executives decide to put their employee experience and customer experience improvement efforts on pause because...

Silos Are For Farmers!

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017.In last July's webinar with CallidusCloudCX, I talked about nine behaviors of CX Losers. (There are more than nine, without ...

5 Fails to Avoid with Your VoC Program

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017.Not seeing the results or improvements you expected to see from your customer listening efforts?Why is that? What's going o...

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