by Annette Franz | Sep 23, 2026 | culture, customer experience, employee experience, leadership, listening, outcomes, Uncategorized, voice of employee
I originally wrote today’s post for MarTech. It appeared on their site on May 27, 2026. Most executive or leadership listening tours fail for one simple reason: They were designed to (just) collect feedback instead of uncovering truth. Meetings get scheduled, leaders...
by Annette Franz | Dec 10, 2025 | business outcomes, culture, customer experience, customer-centric, employee experience, employee-centric, leadership, outcomes, people-centric, profitability, Uncategorized
In my work with executives and boards, I often hear the same story: “We care about customers and employees, but we have to hit the numbers first.” It’s a familiar tension, and one that reveals a deeper truth: most organizations are still profit-first at their core,...
by Annette Franz | Nov 20, 2024 | change, change management, culture, culture change, employee experience, leadership, Uncategorized
Change is hard. We know that. But it’s even harder when not everyone is on board with the changes that need to be made. The mindset and approach of employees can be the determining factors between progress and stagnation. Two common employee archetypes often emerge:...
by Annette Franz | Dec 7, 2022 | change, change management, culture, culture change, customer experience, employee experience, Uncategorized
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 for customer experience professionals to not only build the business case for improvements but to also help executives prioritize...
by Annette Franz | Apr 27, 2022 | change, change management, leadership, Uncategorized
The work that we do as customer experience professionals can often be summed up as change management – or change leadership. One of the key and critical parts of this change management effort is to ensure we have executive commitment for the work that lies...
