by Annette Franz | Aug 2, 2023 | automation, customer expectations, customer success, onboarding, Uncategorized
In last week’s post, I wrote about the importance of proper customer onboarding, as well as the benefits of doing it right and the pitfalls of doing it wrong or not doing it at all. In this post, I’ll answer a few important questions, namely: who’s...
by Annette Franz | Nov 2, 2022 | automation, customer experience, customer success, digital, metrics, Uncategorized, value
In this article, Annette Franz reviews some Customer Success trends and predictions posed by Deloitte and asks Cast.app CEO, Dickey Singh, to weigh in with his thoughts on what he’s seeing relative to each trend or prediction. *** The role of your Customer Success...
by Annette Franz | Dec 8, 2021 | artificial intelligence, automation, contact center, customer experience, customer service, employee experience, Uncategorized
I originally wrote today’s post for NICE inContact. It appeared on their site on July 1, 2021. Problem statement: The agent experience drives the customer experience. But when agents get bogged down with mundane, repetitive tasks, it takes them away from what’s...
by Annette Franz | Feb 17, 2021 | automation, customer effort, customer experience, employee effort, employee experience, employee productivity, Uncategorized
Back in late 2015, I wrote an article titled Work Harder or Smarter? in which I offered up some ways to help employees work more efficiently – ultimately, to work smarter. The last item on the list was automation. Fast forward five plus years, and automation is...
![Customer [insert term here]: What Do They All Mean?](https://cx-journey.com/wp-content/uploads/2021/01/business-5779840_640.jpg)
by Annette Franz | Jan 27, 2021 | account management, automation, customer experience, customer improvement, customer service, customer success, technology, Uncategorized
Here’s an uncomfortable – yet indisputable – truth: you are in business to create and to nurture customers. Without customers – and especially without employees to create your products and to serve your customers – you have no business. Regardless of company size,...
