by Annette Franz | Apr 7, 2021 | change, change fatigue, change management, excuses, leadership, Uncategorized
Change is hard. We know that. But it’s even harder when we hear nothing but excuses for why something can’t be done or why it shouldn’t change. There’s a real irony to that statement because the excuses haven’t changed, either! I found...
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 | Apr 8, 2020 | change, change management, CX Darwinism, leadership, Uncategorized
All great changes are preceded by chaos. -Deepak Chopra Yes, we are living in challenging and uncertain times. Some might call this chaos, but I wouldn’t go that far at all. We will get through this. And when we do, we have a lot to take away from this crisis....
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...
