Annette Franz

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...

Building Blocks of a Customer Experience Transformation Strategy

Do you know all of the building blocks of a customer experience transformation strategy?I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives beli...

Defining Your People-Centric Culture

Image courtesy of Pixabay I originally wrote today's post for CMSWire. It appeared on their blog on May 8, 2018. While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many ...

Change Vision: Getting Employees on Board with Your Transformation Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on March 28, 2018.Change is hard. But it’s even harder when you don’t have a clear sense of the outcome – and how you’ll achieve that outcome.Your c...

Questions to Consider Before Forming a Customer Advisory Board

Image courtesy of Pixabay I originally wrote today's post for Clicktools. It appeared on their blog on March 26, 2018. There are a lot of different ways to listen to customers and employees. Most companies think that surveys are the only way to g...

5 #Leadership Books You Must Read in 2019

Image courtesy of Pixabay What's in your library?I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I thought I'd share some good ones that...

Why Do I Need Data in My Journey Maps?

Image courtesy of Pixabay Are you adding data to your journey maps?Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. I wrote that... ...mapping tools had ...

6 Steps From Journey Maps to Outcomes

Did you know that journey maps are more than a tool?I've written previously about 11 myths and mistakes about journey mapping:5 Myths of Journey Mapping6 Bonus Myths of Journey MappingI should add one more myth, which is really the umbrella myth tha...

What Does the Future of #CX Look Like?

Image courtesy of Pixabay I'm already seeing it: people are starting to talk and write about customer experience trends for 2019. It's only the start of Q4! We haven't even made it through 2018 yet! Still lots of time to make things happen. (Righ...

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...

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