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 | Jul 9, 2025 | CEO, commitment, culture, employee engagement, employee experience, employee retention, executives, leadership, Uncategorized
Employee Experience is a business imperative, not an HR project. For too long, employee experience (EX) has been treated as a peripheral concern: an HR project, a culture initiative, or a morale booster. That mindset is not only outdated – it’s expensive. In...
by Annette Franz | Jun 12, 2024 | alignment, commitment, culture, customer experience, customer understanding, customer-centric culture, employee experience, governance, leadership, Uncategorized
Years ago – actually nine years ago, in February 2015 – I wrote about The 7 Deadly Sins of Customer Experience. I shared that article on LinkedIn recently and recognized that the sins may need some updating. I don’t disagree with the sins I...
by Annette Franz | Nov 29, 2023 | business outcomes, commitment, customer experience, customer experience design, customer feedback, desired outcomes, feedback, governance, outcomes, ROI, Uncategorized
I originally wrote today’s post for SurveyMonkey. A modified version appeared on their site on August 14, 2023. It’s hard to believe that executives still need to be convinced that they should be listening to the voice of the customer and making decisions based on...
by Annette Franz | Jul 6, 2022 | commitment, culture, customer experience, customer experience design, customer-centric culture, Uncategorized
I originally wrote today’s post for Zendesk. It appeared on their site on March 7, 2022. If you’re not yet focusing on the customer experience with your organization, it’s time to get started! Not just started… but it’s time to kick it into high gear! Customer...
by Annette Franz | Jun 23, 2021 | alignment, commitment, decision making, leadership, Uncategorized
Consensus versus alignment: is there a difference? Does it matter? Where does it apply in your customer experience work? Back in 2015, I asked a similar question about buy-in and commitment – and, importantly, why knowing the difference matters. Ultimately,...
