Annette Franz
Annette Franz
Annette Franz is founder and Chief Experience Officer of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, consultant, and speaker. She has 25+ years of experience in helping companies understand their employees and customers in order to identify what makes for a great experience and what drives retention, satisfaction, and engagement. She's sharing this knowledge and experience in her first book, Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business).
Connected Experiences Require You to Connect Your Silos: Here’s How
I originally wrote today’s post for Medallia. It appeared on their site on December 14, 2022. Fact: Your brand has connected customers. That shouldn’t be…
Eight Tools To Give Employees A Clear Line Of Sight to The Customer
Back in 2014, I wrote a post about six tools to create a clear line of sight to your customers – for your employees. Almost…
Let’s Get to the Root of Your Customers’ Issues
I originally wrote today’s post for NICE Ltd. It appeared on their site on December 8, 2022. Your Voice of the Customer (VOC) program is…
Market Neglect: How a Lack of Research is a Death Knell for Startups
Having been in this profession for 30+ years now, I’m often asked to look at new products in the customer experience technology arena (trust me,…
Empathy: Can It Be Measured?
Back at the end of January I spoke at the Furniture Marketing Group Symposium in Las Vegas. I talked about building a winning organization and…
Organizational Silos: Impacting Both Employee and Customer Experiences
Last week, I spoke at the Furniture Marketing Group Symposium in Las Vegas. I talked about building a winning organization and fixing the experience from…
Quiet Quitting: It’s Beyond Time to Focus on Your Employees
I originally wrote today’s post for Coveo. It appeared on their site on November 9, 2022. Probably one of the hottest topics in business over…
The Importance of A Winning Customer Data Strategy
I am thrilled to share that I took on the role of hosting Concentrix Catalyst’s digital talk show series, Born Digital, which is pioneering new…
If You Have Employees, Then You Need An Employee Experience Program
I originally wrote today’s post for Medallia. It appeared on their site on August 31, 2022. Employee experience is a hot topic right now. Finally,…
When It Comes to Data, Eight Rights Don’t Make a Wrong
I originally wrote today’s post for CMSWire. It appeared on their site on September 30, 2022. Data is at the heart of designing and delivering…
Change Management Tools: Kotter, ADKAR, or Something Else?
I originally wrote today’s post for CMSWire. It appeared on their site on September 26, 2022. In my last article, I wrote about the need…
5 Leadership Tools for Decision-Making and Prioritization
I originally wrote today’s post for CMSWire. It appeared on their site on September 12, 2022. As customer experience professionals, the work you do to…
Five More (of Ten) Foundational Principles of a Customer-Centric Organization
In last week’s post I shared that, in order to get your entire organization thinking differently, you’ve got to first know and embrace the principles…
Five (of Ten) Foundational Principles of a Customer-Centric Organization
Customer-centricity is an often misused term, but it actually has a pretty straightforward definition: put the customer at the center of all the business...
Customer Success Trends & Predictions: An Interview With Dickey Singh
[unable to retrieve full-text content]In this article, Annette Franz reviews five Customer Success trends and predictions posed by Deloitte and asks Cast.app CEO, Dickey Singh,…
11 Things You Can Do to Ensure Your Journey Maps Are Actionable
I originally wrote today’s post for CMSWire. It appeared on their site on August 18, 2022. Journey mapping is one of the most powerful tools…
Employee Listening Is a Must For a Great Employee Experience
I originally wrote today’s post for CMSWire. It appeared on their Reworked site on August 10, 2022. In July 2022, it was reported that Glassdoor…
What’s Driving Your Employees Away – And How To Fix The Root Cause
I originally wrote today’s post for CMSWire. It appeared on their site on July 21, 2022. Probably one of the hottest topics in the business…
Values-Based Decision Making
I originally wrote today’s post for CMSWire. It appeared on their site on July 7, 2022. Culture can be defined as core values plus behaviors.…
Culture: What’s the Board’s Role?
I originally wrote today’s post for CMSWire. It appeared on their site on June 21, 2022. Culture is such an important part of your business.…