by Annette Franz | Jul 20, 2022 | collaboration, communication, culture, employee effort, employee experience, employee feedback, Uncategorized
I originally wrote today’s post for Wix Answers. It appeared on their site on August 3, 2021. In March and April of 2020, when the pandemic hit hard and businesses were forced to close their doors and send employees home, the impact on contact centers was great. They...
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 | Jun 10, 2020 | communication, culture, employee experience, employee productivity, feedback, leadership, management, productivity, Uncategorized, workplace
I’m pleased to have co-authored this post with Ben Motteram, aka CXpert. It was previously shared on his site on May 26, 2020. Starting in mid-March this year, in response to the COVID-19 pandemic, many countries around the globe locked down their residents,...
by Annette Franz | Dec 3, 2019 | branding, communication, communication planning, customer experience, CX strategy, employee experience
According to TechTarget, “Customer experience management is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle.” Gartner defines it as “the practice of...
by Annette Franz | May 29, 2018 | communication, customer experience, digital, journey mapping, print
Image courtesy of QuadientAre you communicating with customers in their preferred methods?That’s only one of many questions we discussed last week, when I had the pleasure of participating in the keynote panel for Quadient’s third virtual CX Transformation...
by Annette Franz | Jan 11, 2018 | communication, customer experience, customer service, multichannel experience, omnichannel
Image courtesy of PixabayToday I’m pleased to share a guest post by Ford Blakely, founder and CEO of Zingle.According to Google, 98% of Americans switch between devices in the same day.Today’s savvy consumers have a variety of options when it comes to engaging...
