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...
by Annette Franz | Sep 8, 2021 | action, change, change management, customer experience, CX vision, employee experience, leadership, Uncategorized, vision
You know you need to make changes in the business, but there are competing forces, those that help to drive the change and those that impede the change. How do you identify and then solve for each of those and, ultimately, bring everyone together? I’ve written...
by Annette Franz | Aug 25, 2021 | change, change fatigue, change management, customer experience, employee experience, leadership, Uncategorized
The following is a modified excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), available now on Amazon in paperback and Kindle formats. Transforming your business to one that puts...
by Annette Franz | Aug 18, 2021 | alignment, change, change management, leadership, Uncategorized
I’ve written about change and change management several times over the years, especially last year. After all, customer experience management really is (all about) change management. Change is hard. Well, it can be. But it’s especially hard when not...
by Annette Franz | Jul 21, 2021 | business outcomes, change, change management, customer experience, desired outcomes, outcomes, Uncategorized
One of the most-commonly requested needs – often as a result of CEO/executive asks – is to build the business case for the business to focus on the customer experience. (It’s painful just to write that without thinking about this open letter to CEOs,...
