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 | Aug 18, 2021 | alignment, change, change management, leadership, Uncategorized
I’ve written about change and change management several times over the years, especially last year. After all, customer experience management really is (all about) change management. Change is hard. Well, it can be. But it’s especially hard when not...
by Annette Franz | Aug 19, 2020 | change, change management, customer experience, Uncategorized, weak signals
I’ve written many times over the years about change, including posts on change management, change vision, change fatigue, and more. Obviously, all of this is important to any customer experience strategy, as we know that customer experience management is really...
by Annette Franz | Jan 31, 2018 | change, change management, culture, culture change, customer experience, employee experience
Image courtesy of Pixabay Change. It’s inevitable. And it’s hard. Many – as high as 70% of – change initiatives fail. But don’t let that stat scare you. And don’t let it change your attitude about what lies ahead. Don’t let...
by Annette Franz | Dec 26, 2014 | change, change management, culture, customer experience, employee experience
Image courtesy of PixabayI originally wrote today’s post for Intradiem. It appeared on their blog on July 17, 2014.What is your company’s approach to change management?In a previous post, I wrote about the customer experience inflection point. I stated:...
