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).
There’s this interesting phenomenon that Bain uncovered, the delivery gap, which I dubbed the CX Perception Gap several years ago: 80% of executives believe...
Years ago, I wrote a post titled, What Exactly is Employee Experience?. I know I’ve written tons about customer experience, and I’ve included my...
If you’ve never attended Medallia’s annual Experience conference, you need to plan to attend next year. Last week, I spent a few days in...
Employee experience. Employee engagement. Employee retention. Candidate experience. I’ve written many times about those topics in the past. Your employees should be your top...
I’ve written about the benefits of a customer-centric culture. They are plentiful! One of the benefits that should be added to that article is...
I originally wrote today’s post for CX Network. It appeared on their site on October 17, 2023. I have seen many articles that refer to...
I originally wrote today’s post for Measures Consulting. It appeared on the Enghouse Interactive blog on September 7, 2023. Customers’ expectations about their experiences during...
As we launch into a new year, it’s a great time to think about what needs to get done in the next 364 days...
Over the years, I’ve written a lot about customer understanding. Even wrote a book on it. In those writings, I’ve said that there are...
I originally wrote today’s post for SurveyMonkey. A modified version appeared on their site on August 14, 2023. It’s hard to believe that executives still...
I originally wrote today’s post for CX Network. It appeared on their site on July 27, 2023. Data is at the heart of designing and...
“You wake up every morning and drag yourself into the office. You know there’s a reason you drag and don’t skip. The thought of...
Customer understanding is a critical piece of designing and delivering a great customer experience. Employee understanding is just as important to designing and delivering...
Have you heard of “human-in-the-loop,” or HITL for short? It’s not a new concept, but it has certainly grown in popularity in the last...
When you’re bringing customer feedback and other customer data from across the organization together to get that holistic view of the customer’s journey and then…
In a recent article, I wrote about the benefits of a customer-centric culture, but I also mentioned the challenges of deliberately designing such an organization.…
Last week, in the first article of this two-part series, I wrote about the concept of employee off-boarding, the opposite of employee onboarding. This...
Employee off-boarding: What is it? Why is it so important? What does it entail? What are design considerations of an employee off-boarding program? And more.…
In the last two weeks, I wrote about customer onboarding. But what about customer off-boarding? What is it? Why is it important? Is it for…
Does the onus for customer onboarding only reside with your customer success team? No. Is it OK to automate customer onboarding? It depends. What are…