by Annette Franz | Mar 25, 2020 | customer experience, customer experience journey, employee experience, journey map, journey mapping, Uncategorized
Another question (recall, last week’s question was about CX teams) that has been posed regularly over the last couple of weeks is, “Should we cancel our journey mapping workshops?” or “Is it possible to conduct journey mapping workshops...
by Annette Franz | Mar 18, 2020 | customer experience, CX profession, CX team, Uncategorized
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...
by Annette Franz | Mar 11, 2020 | employee experience, leadership, servant leadership, truly human leadership, Uncategorized
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 treating them like...
by Annette Franz | Mar 4, 2020 | CEO, customer experience, executives, Forbes, leadership
This is a modified version of a post I originally wrote for Forbes. It appeared on the Forbes site on June 13, 2019. A version of this also happens to have made it as the closing chapter of my book, Customer Understanding: Three Ways to Put the “Customer”...
by Annette Franz | Feb 26, 2020 | business, games, learning, Uncategorized
Today I’m pleased to share another guest post by Paul Laughlin of Customer Insight Leader. This post originally appeared on his blog last year. I recently had the pleasure of visiting a business game being run over the course of two days for some management...
