by Annette Franz | Apr 23, 2025 | change, change management, culture, culture change, customer experience, employee experience, leadership, transformation, Uncategorized
In business transformation work, whether it’s culture, employee experience, or customer experience, the most powerful shifts don’t happen because of a single program or a top-down mandate. They happen when people observe, practice, and pass on new ways of...
by Annette Franz | Apr 2, 2025 | change, culture, employee experience, employee ownership, employee productivity, leadership, Uncategorized
When we think about high-performing teams and thriving organizations, we often think about the energy, collaboration, and creativity that come from employees who are fully engaged. But not all employees contribute equally to the success of the organization. In fact,...
by Annette Franz | Nov 20, 2024 | change, change management, culture, culture change, employee experience, leadership, Uncategorized
Change is hard. We know that. But it’s even harder when not everyone is on board with the changes that need to be made. The mindset and approach of employees can be the determining factors between progress and stagnation. Two common employee archetypes often emerge:...
by Annette Franz | Mar 13, 2024 | change, change fatigue, customer experience, employee experience, leadership, quick wins, Uncategorized
One of the biggest asks that CX leaders (still) have to deal with to get executive commitment and engagement – and for the rest of the organization to feel that there’s meaningful impact as a result of changes being proposed/made – is showing ROI....
by Annette Franz | Dec 7, 2022 | change, change management, culture, culture change, customer experience, employee experience, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on September 26, 2022. In my last article, I wrote about the need for customer experience professionals to not only build the business case for improvements but to also help executives prioritize...
by Annette Franz | Apr 27, 2022 | change, change management, leadership, Uncategorized
The work that we do as customer experience professionals can often be summed up as change management – or change leadership. One of the key and critical parts of this change management effort is to ensure we have executive commitment for the work that lies...
