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...
by Annette Franz | Dec 20, 2017 | brand voice, communication, customer experience, customer service
Image courtesy of PixabayToday I am pleased to share with you a guest post by Julian de Sevilla with PATlive.An effective customer service solution has always been a tool that helps businesses stand out. However, customers recently have come to expect more from...
by Annette Franz | Oct 18, 2017 | brand promise, communication, customer experience, employee experience, personas, training, understanding, values, vision
Image courtesy of PixabayI originally wrote today’s post for CallidusCloudCX. It was published on their blog on April 24, 2017. When you think of the phrase “inside out” relative to the customer experience, you probably cringe. This is not a...
by Annette Franz | Sep 21, 2017 | communication, employee experience, management
Image courtesy of PixabayToday I’m pleased to share a guest post by Rae Steinbach.Good internal communication can make a big difference for any company. A failure of communication can cause projects to fail, increase costs, and can contribute to an atmosphere of...
