Annette Franz

Culture Fit: Whose Responsibility Is It?

Culture fit is an interesting topic. Some revere it, while others revile it. (OK, maybe not that extreme… but wasn’t that fun to say/read?!) About a year ago, I wrote about hiring for culture fit because around that time I was seeing more and more…

Customer Engagement or Customer Entrapment?

Just before the pandemic hit, I was invited to speak – and to moderate a fireside chat – at a major global event. Sadly, the event was canceled, but I had spent a bit of time with the event organizer and the panelists, wading through…

Activate Change with Core Values

I recently read a Recruiterbox article that stated: “Culture can either immunize or infect a company. Good culture can revitalize and motivate. Negative culture increases employee absences and turnover while decreasing their overall productivity while ...

Defining and Communicating Your Intended Customer Experience

I originally wrote today’s post for the CXPA. It appeared on the CXPA site on April 15, 2020, as part of a series on CX as a Strategy for Resilience. Be sure to check out the entire series. Emotions play a huge role in the…

Journey Mapping Workshops: Do You Have the Right Participants?

Do you have the right people in the room for your journey mapping workshops? I’m often asked about who should participate in journey mapping workshops. The obvious answer is the customer – or so you’d think. Let’s take a look at who should be in…

5+ Ways to Socialize and Operationalize Your Core Values

I originally published today’s post on Forbes. It appeared on their site on November 18, 2019. I’ve made some additions and edits since writing the original, so this is a slightly modified version of that post. Whether your business is large mediu...

Unified CX: Real World Examples

A couple weeks ago, Sarah Simon shared her thoughts on warring factions experienced within many corporations around the world, specifically, the lack of unity between CX teams and other parts of the organization that are also trying to understand the c...

CX Journey™ Musings: Do Brands Really Care About Us?

Over the last few weeks, I’ve been writing about lessons and takeaways from the current crisis. This week, I’m channeling a post I wrote years ago called Do We Care About Brands?, which I shared again recently on social media. After re-reading that, it...

Great Recession Learnings That Can Be Applied to Your Post-Pandemic CX

Today’s post is a collaboration by this great team: Ingrid Lindberg and Annette Franz,CCXP, with insights from CX leaders who’ve lived it! You’ll find this post on Ingrid’s site, as well. In 2008, Ingrid Lindberg was in a newly formed role (Customer...

CX Journey™ Musings: Great Change Is Preceded By Chaos

All great changes are preceded by chaos. -Deepak Chopra Yes, we are living in challenging and uncertain times. Some might call this chaos, but I wouldn’t go that far at all. We will get through this. And when we do, we have a lot to…

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...

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