by Annette Franz | Jan 6, 2021 | change, change management, culture, culture change, customer-centric culture, Uncategorized
I’ve written about change and change management many times over the years. Last year was also and especially a big year to talk and write about change and the challenges and disciplines required to execute change. Well, guess what? This year (and, quite frankly,...
by Annette Franz | Nov 25, 2020 | business, business outcomes, change, change management, project management, risk, risk assessment, risk management, Uncategorized
Over the years, I’ve written a lot of posts about change and change management. In a post I wrote earlier this year about change and some of the learnings and takeaways from the pandemic and the business crisis that created, I noted that that we had/have a lot...
by Annette Franz | Aug 19, 2020 | change, change management, customer experience, Uncategorized, weak signals
I’ve written many times over the years about change, including posts on change management, change vision, change fatigue, and more. Obviously, all of this is important to any customer experience strategy, as we know that customer experience management is really...
by Annette Franz | Jun 24, 2020 | change, communication, communications, customer experience, employee experience, Uncategorized
I originally wrote today’s post for CCW Digital. It appeared on their site on March 18, 2020. I’ve updated it to reflect some things we’ve seen and learned since then. Employee experience and customer experience are always important, but how brands...
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...
