by Annette Franz | Oct 7, 2026 | artificial intelligence, contact center, customer experience, customer service, data, employee experience, tools, Uncategorized
This article has been written in partnership with RingCentral. Here’s a question I ask CX and Contact Center leaders more often than almost any other: What happens to a customer conversation after it ends? I’m not referring to the call (or any other medium)...
by Annette Franz | Sep 30, 2026 | accountability, change management, commitment, culture, customer experience, dashboards, golden thread, leadership, listening, metrics, ROI, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on January 28, 2026. Customer Experience teams aren’t failing because they lack passion, tools, or data. They’re failing because, when improvement stalls, they ask the wrong questions. OK,...
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 | Sep 16, 2026 | culture, customer experience, employee experience, leadership, strategy, Uncategorized, value
I originally wrote today’s post for MarTech. It appeared on their site on October 2, 2025. Most leaders talk about “value” like it’s a buzzword, but here’s the brutal truth: too many companies aren’t creating value; they’re strip-mining it....
by Annette Franz | Sep 9, 2026 | customer effort, customer experience, customer retention, customer service, customer-centric, price, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on April 3, 2026. Leaders often treat fees as a pricing decision, but customers experience them as a trust decision. Every fee sends a signal about how a company thinks about the relationship:...
