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).
Human-In-The-Loop (HITL): What #CX Leaders Should Know
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...
Voice of the Customer: The Foundation of a Connected Experience
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…
Five Ways to Solve Your Customer-Centricity Challenges
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.…
Employee Off-Boarding: Can You Automate It?
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: Are You Taking It Seriously?
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.…
Do You Have a Customer Off-Boarding Program?
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…
Design Considerations For Your Customer Onboarding Process
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…
The Benefits of Proper Customer Onboarding
In last week’s post, I wrote about the importance of employee onboarding. No surprise that it’s critically important to success that employees are properly integrated…
The Importance of Employee Onboarding
Years ago, I wrote an article that was syndicated on the Business2Community site. In that article, I mentioned the importance of proper employee onboarding. Someone…
Is It Challenging to Build and Sustain a Customer-Centric Culture?
I originally wrote this article for Forbes. It appeared on their site on April 26, 2023. Customer-centricity provides a competitive advantage for the business, both…
Does Your Brand Downplay the Voice of the Customer?
For all the talk about customer-centricity, some businesses ironically downplay the actual voiceof the customer. They chase trends and make investments without fully considering how…
Are You Customer-Centric, Customer-Focused, or Customer-Obsessed?
Today’s article includes an excerpt from my latest book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks) along with…
Prioritize These Five Things to Drive Exceptional Customer Experiences
I originally wrote today’s post for CX Network. It appeared on their site on March 8, 2023. In a world where products and services are…
More Journeys and Why They Matter
This is the second of a two-part series on the various journeys we attribute to different constituents of our businesses. What are they? How...
Buyer Journeys vs. Customer Journeys: Bridging The Gap
This is the first of a two-part series on the various journeys we attribute to different constituents of our businesses. What are they? How do…
Unexpected Experiences: Disrupting the Moving Industry
I’ve run across some interesting brands lately, so I decided to start a “limited series” about these brands and what they’re doing differently to create…
Five Benefits of Journey Orchestration
I originally wrote today’s post for Concentrix. It recently appeared on their site. The customer experience never sits still. Just as customer tastes and preferences…
But Journey Mapping Is A Waste Of Time, No?
The following is a modified excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of…
Got The Sunday Scaries? This Might Help!
I recently saw this quote by Bill Marklein: Culture is how employees’ hearts and stomachs feel about Monday morning on Sunday night. I love that.…
CX Journey™ Musings: Should You Break Down or Connect Silos?
There’s a lot of talk about organizational silos and how they affect the employee experience, the customer experience, and the business overall. Many say that…