by Annette Franz | Jul 11, 2019 | customer expectations, customer experience, customer experience design, customer experience journey, customer feedback, customer focus, customer loyalty, customer retention, customer satisfaction, customer-centric, Uncategorized
Today I’m pleased to share a guest post by Adrian Swinscoe. I believe that the customer experience (CX) space is becoming like prog rock in the 1970s, i.e., overly technical, too elaborate and complicated, inwardly focused, a little exclusive, and in danger of...
by Annette Franz | Jul 9, 2019 | customer experience, customer experience design, customer understanding, customer-centric, cxjourney, employee experience, Forbes, Uncategorized
I originally wrote this post for Forbes.com. It appeared on the Forbes site on November 14, 2018. In this follow-up to my article last month titled “Has Your CX Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or...
by Annette Franz | Jul 3, 2019 | budget, customer experience, customer experience design, customer experience journey, journey mapping, Uncategorized
Are you making this mistake when journey mapping? We already know that people are making mistakes when they’re journey mapping. I’ve outlined several of them in past posts: 5 Myths of Journey Mapping, in which I wrote about: I’ve mapped; I’m done. One map...
by Annette Franz | Jun 27, 2019 | B2B, customer expectations, customer experience, customer satisfaction, cxjourney, quality, Uncategorized, user experience
Today I’m pleased to share another guest post by Lexie Lu of Design Roast. While customer service has always been a vital part of what people do and how they do it, customer experience (CX) goes much deeper than just service now. CX encompasses the way the user...
by Annette Franz | Jun 25, 2019 | agile, analytics, data, insights
Today I’m pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul’s site on March 9, 2019. This is the second in two-part series from Paul about agile working. Find the first post in the series here. In my first post on...
