by Annette Franz | May 28, 2020 | agile, change, customer experience, listen, listening, proactive, Uncategorized
In this week’s guest post, we continue the series with five customer experience industry veterans sharing their experiences from previous crises to help get through the current crisis. This post was written by Stephanie Thum, CCXP – with contributions from...
by Annette Franz | Apr 29, 2020 | change, customer experience, employee experience, Uncategorized
Today’s post is a collaboration by this great team: Ingrid Lindberg and Annette Franz,CCXP, with insights from CX leaders who’ve lived it! You’ll find this post on Ingrid’s site, as well. In 2008, Ingrid Lindberg was in a newly formed role...
by Annette Franz | Apr 8, 2020 | change, change management, CX Darwinism, leadership, Uncategorized
All great changes are preceded by chaos. -Deepak Chopra Yes, we are living in challenging and uncertain times. Some might call this chaos, but I wouldn’t go that far at all. We will get through this. And when we do, we have a lot to take away from this crisis....
by Annette Franz | May 15, 2019 | change, change management, culture change, customer experience, employee experience, leadership
How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki...
by Annette Franz | Feb 19, 2019 | action, action plan, change, change management, culture, customer experience, employee experience, execution, leadership
Image courtesy of PixabayIs your customer experience transformation work stuck at good intentions? One of the biggest showstoppers in customer experience transformations today is execution – actually, it’s the lack thereof. You’ve got a ton of data,...
by Annette Franz | Jan 9, 2019 | change, efficiency, employee productivity, execution, productivity
Sleeping (not dead!) horse image courtesy of PixabayI challenge you think about things differently in 2019.What got us here won’t get us there, right?I recently came across The Tribal Wisdom of the Dakota Indians, a 1999 article in the Guardian, that I felt...
