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...
by Annette Franz | Dec 27, 2018 | change, change management, culture change, customer experience, employee experience
Image courtesy of PixabayI originally wrote today’s post for CallidusCloud. It appeared on their blog on March 28, 2018.Change is hard. But it’s even harder when you don’t have a clear sense of the outcome – and how you’ll achieve that outcome.Your culture...
by Annette Franz | Apr 18, 2018 | change, change management, culture, customer experience, employee experience, leadership
Image courtesy of PixabayAre you challenged in your efforts to implement organization-wide changes to improve your culture, the employee experience, and the customer experience?Have you considered how a Trojan Mouse might help you gain traction in these efforts?Trojan...
by Annette Franz | Feb 28, 2018 | change, change management, culture, customer experience, employee experience
Image courtesy of PixabayWhat is appreciative inquiry, and how can it help move your change management efforts forward – in a positive way? Change management is really key to any customer experience transformation. As you well know, the transformation...
