by Annette Franz | Oct 26, 2022 | action, customer experience, customer experience design, employee experience, journey map, journey mapping, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on August 18, 2022. Journey mapping is one of the most powerful tools to help you understand the current customer experience and to design a new experience. But I always like to say, “Know the...
by Annette Franz | Sep 8, 2021 | action, change, change management, customer experience, CX vision, employee experience, leadership, Uncategorized, vision
You know you need to make changes in the business, but there are competing forces, those that help to drive the change and those that impede the change. How do you identify and then solve for each of those and, ultimately, bring everyone together? I’ve written...
by Annette Franz | Jan 20, 2021 | action, customer feedback, surveys, Uncategorized, voice of customer
I originally wrote today’s post for GetFeedback. It appeared on their site on August 25, 2019. This excerpt contains a link at the end to the full article. You know your customers are satisfied because the customer satisfaction (CSAT) score that you see on your...
by Annette Franz | Feb 19, 2019 | action, action plan, change, change management, culture, customer experience, employee experience, execution, leadership
Image courtesy of PixabayIs your customer experience transformation work stuck at good intentions? One of the biggest showstoppers in customer experience transformations today is execution – actually, it’s the lack thereof. You’ve got a ton of data,...
by Annette Franz | Dec 27, 2017 | action, closed-loop process, continuous improvement, customer experience, customer feedback, voice of customer
Image courtesy of PixabayI originally wrote today’s post for CallidusCloud CX; it was published on their blog on June 21, 2017. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What’s going on?...
by Annette Franz | Dec 13, 2017 | action, analytics, big data, customer experience, dashboards, data, feedback, surveys
Image courtesy of Pixabay”Data is just data until you do something with it,” right?That statement has plagued companies for a long time and for a variety of reasons – not the least of which is that they just don’t know what to do with the data: how...
