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...
by Annette Franz | Jul 2, 2015 | buy-in, commitment, customer experience, executives
Image courtesy of PixabayBuy-in vs. commitment: is there a difference? And does it matter if there is?As I was writing my most-recent post earlier this week, I started to type the word “buy-in” and paused for a moment because what I really meant was...
by Annette Franz | Jun 19, 2015 | buy-in, customer experience, customer experience journey, CX strategy, empathy, journey map, training
Image courtesy of PixabayIs your entire company – executives and employees alike – aligned with and around the customer? Do they know who your customers are? Do they understand the customer experience? How are you getting employees immersed in the customer...
by Annette Franz | May 6, 2015 | buy-in, customer experience, CX strategy, governance, journey mapping
I’m blogging today from the Customer Experience Professional Association’s (CXPA) Insight Exchange in San Diego. In addition to the local networking events that local CXPA teams host around the country, this event is the annual membership gathering with an...
by Annette Franz | Feb 19, 2015 | buy-in, customer experience, executives, stakeholder
Image courtesy of PixabayToday’s post is a modified version of a post I originally wrote for Confirmit in April 2013.In Tuesday’s post, I discussed the rationale – and preparation – for conducting stakeholder interviews before embarking on a...
