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 | Nov 12, 2025 | accountability, culture, culture change, customer-centric culture, governance, leadership, transformation, Uncategorized
Culture transformation efforts often begin with bold aspirations: new values, lofty purpose statements, and visions of how the organization will “show up” differently. But those efforts frequently fall short, not because the vision is unclear, but because...
by Annette Franz | Nov 29, 2012 | accountability, culture, customer experience, employee experience, leadership, transparency, trust
I’ve blogged about trust several times in the past. In those posts, I attributed things like integrity, consistency, honesty, and predictability to trust and as drivers of trust. I’ve also blogged about transparency. But I’ve never written about the...
