by Annette Franz | Jul 15, 2026 | alignment, culture, customer experience, employee experience, golden thread, leadership, outcomes, strategy, systems thinking, Uncategorized
This is the fourth in a series on the Golden Thread and your systems. If you haven’t read Where the Golden Thread Breaks Most Often or Strategy Is a System, Not a Statement or Customers Don’t Experience Your Intentions. They Experience Your Systems. it’s worth...
by Annette Franz | Dec 17, 2025 | alignment, culture, customer experience, decision making, employee experience, leadership, Uncategorized
Alignment is one of the most overused and misunderstood words in business today. Too often, it’s interpreted as agreement, as if true alignment only exists when everyone sees things the same way, feels the same way, and votes the same way. That’s not alignment. That’s...
by Annette Franz | Jun 12, 2024 | alignment, commitment, culture, customer experience, customer understanding, customer-centric culture, employee experience, governance, leadership, Uncategorized
Years ago – actually nine years ago, in February 2015 – I wrote about The 7 Deadly Sins of Customer Experience. I shared that article on LinkedIn recently and recognized that the sins may need some updating. I don’t disagree with the sins I...
by Annette Franz | Oct 6, 2021 | alignment, decision making, leadership, priorities, tools, Uncategorized
Last week, I wrote about the RICE Scoring Model, a method used to prioritize initiatives and make smarter decisions. I also mentioned a couple of other post in which I talked about prioritization methods and criteria: Prioritizing Your #CX Improvement...
by Annette Franz | Aug 18, 2021 | alignment, change, change management, leadership, Uncategorized
I’ve written about change and change management several times over the years, especially last year. After all, customer experience management really is (all about) change management. Change is hard. Well, it can be. But it’s especially hard when not...
by Annette Franz | Aug 11, 2021 | alignment, culture, customer experience, leadership, Uncategorized
A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know. Back then I wrote: In business and especially in our customer experience work, we seek alignment – from both executives and employees. Executives...
