by Annette Franz | Nov 1, 2023 | big data, customer experience, customer experience design, customer understanding, data, Uncategorized
I originally wrote today’s post for CX Network. It appeared on their site on July 27, 2023. Data is at the heart of designing and delivering a great customer experience. Without data, you’re literally flying blind. But there’s so much data! And so many different kinds...
by Annette Franz | Jan 18, 2023 | big data, customer expectations, customer understanding, data, journey map, journey mapping, service blueprint, Uncategorized
I am thrilled to share that I took on the role of hosting Concentrix Catalyst’s digital talk show series, Born Digital, which is pioneering new ways to connect through organic, human-centered, creative content. The show features experts from both Concentrix...
by Annette Franz | Jan 4, 2023 | big data, customer expectations, customer experience, data, desired outcomes, outcomes, personalization, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on September 30, 2022. Data is at the heart of designing and delivering a great (connected) customer experience. Without data informing your design and delivery, you really are flying blind. But...
by Annette Franz | Jul 22, 2020 | big data, customer experience, data, marketing, technology, Uncategorized
I originally published today’s post for Oracle CX. It appeared on their site on March 20, 2019. The connected customer is always consuming information and leaving digital fingerprints, providing two data streams that modern marketers must access and then integrate...
by Annette Franz | Dec 5, 2019 | big data, customer experience, customer service, data, Uncategorized
Today I’m pleased to share a guest post by Vaishali Gopi with Freshworks. Data, analytics, surveys, IoT, artificial intelligence, and automation are the new leading buzzwords in retail and customer service. But what is the point of having all this data about our...
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...
