by Annette Franz | Sep 30, 2026 | accountability, change management, commitment, culture, customer experience, dashboards, golden thread, leadership, listening, metrics, ROI, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on January 28, 2026. Customer Experience teams aren’t failing because they lack passion, tools, or data. They’re failing because, when improvement stalls, they ask the wrong questions. OK,...
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 | 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 | 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...
