by Annette Franz | Jul 3, 2019 | budget, customer experience, customer experience design, customer experience journey, journey mapping, Uncategorized
Are you making this mistake when journey mapping? We already know that people are making mistakes when they’re journey mapping. I’ve outlined several of them in past posts: 5 Myths of Journey Mapping, in which I wrote about: I’ve mapped; I’m done. One map...
by Annette Franz | Apr 24, 2019 | budget, continuous improvement, customer experience, executives, priorities
Image courtesy of Pixabay I originally wrote today’s post for CallidusCloud. It appeared on their blog on April 13, 2018. How do you prioritize your CX improvement initiatives? You’ve listened to customers. You’ve mapped their journeys. And...
by Annette Franz | Jan 3, 2019 | budget, customer experience, customer service, employee experience, success, success metrics
Image courtesy of PixabayWhat was on the minds of CX professionals in 2018?And, most importantly, what does it mean for 2019? That has yet to be determined, but “execution” and “results” are two words I’d like to see more of this...
by Annette Franz | Mar 21, 2018 | budget, customer experience, customer experience journey, ROI
Image courtesy of PixabayWhat’s in your customer experience strategy budget?Traditionally, customer experience professionals have no budget.By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings...
by Annette Franz | Mar 16, 2017 | budget, buy-in, commitment, customer experience, customer experience design, CX strategy
No customer experience budget? No problem! As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I’d compile a few ideas on how to move beyond the “no budget” excuse and make...
by Annette Franz | Mar 14, 2017 | budget, buy-in, commitment, customer experience, customer experience design, CX strategy, technology
Image courtesy of PixabayNo customer experience budget? I haven’t written a CX Journey™ Musings post lately, but I found a topic that warrants a bit of reflection.I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which...
