by Annette Franz | Feb 4, 2026 | action, culture, data, decision making, golden thread, insights, leadership, Uncategorized, voice of customer, voice of employee
Organizations don’t stall because they lack insight. They stall because they mistake insight for the answer. There’s this expectation that insight should/will arrive already translated into a decision. Shocking news: It doesn’t. And it shouldn’t. Insight...
by Annette Franz | Jan 28, 2026 | action, culture, customer feedback, employee feedback, feedback, leadership, listening, Uncategorized, voice of customer, voice of employee
Fact: Most organizations listen more than they act. They survey employees, capture customer feedback, and publish dashboards filled with insight (well, with numbers). And yet, the same issues persist quarter after quarter. Trust erodes. Participation declines. Leaders...
by Annette Franz | Jul 23, 2025 | action, closed-loop process, customer experience, customer understanding, customer-centric, customer-centric culture, data, feedback, insights, journey mapping, operationalize, personas, Uncategorized
I still see people using the term “customer-centric” incorrectly. What does it truly mean to be customer-centric? It looks like this: There are no discussions, no decisions, no designs without bringing in the customer and her voice, without asking how it...
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. You know your customers are satisfied because the customer satisfaction (CSAT) score that you see on your daily dashboard tells you as much. The score is solid. But...
