by Annette Franz | Oct 7, 2026 | artificial intelligence, contact center, customer experience, customer service, data, employee experience, tools, Uncategorized
This article has been written in partnership with RingCentral. Here’s a question I ask CX and Contact Center leaders more often than almost any other: What happens to a customer conversation after it ends? I’m not referring to the call (or any other medium)...
by Annette Franz | Dec 11, 2024 | contact center, customer experience, customer service, data, journey orchestration, omnichannel, personalization, Uncategorized
I originally wrote today’s post for Sprinklr. It appeared on their site on March 4, 2024. The contact center is a pivotal touchpoint in the customer journey. It’s the primary channel used by customers to interact with your company, especially post-purchase....
by Annette Franz | Sep 25, 2024 | contact center, customer experience, customer service, omnichannel, Uncategorized
I originally wrote today’s post for Sprinklr. It appeared on their site on March 21, 2024. When customers interact with brands, they want (expect) a smooth, seamless, consistent, and personalized experience – via their preferred channel. They often make purchases and...
by Annette Franz | Aug 14, 2024 | contact center, culture, customer experience, customer service, customer-centric, employee experience, Uncategorized
I originally wrote today’s post for Sprinklr. It appeared on their site on March 11, 2024. Think about your company operations for a minute. What do they revolve around? What’s the most important component at the heart of the business? Is it product? Sales? Customers?...
by Annette Franz | Aug 7, 2024 | artificial intelligence, contact center, customer experience, customer service, employee experience, leadership, Uncategorized
I originally wrote today’s post for GoTo as a follow-up to our June 26, 2024, webinar. It appeared on their site on July 9, 2024. To get access to this webinar on-demand and to hear more about the topics I write about in this post, be sure to listen to/watch the...
by Annette Franz | Feb 7, 2024 | artificial intelligence, contact center, customer experience, customer service, employee experience, Uncategorized
Seth Godin once said, “Don’t find customers for your products, find products for your customers.” When you do, you solve problems for them and provide value; this ensures that they’ll come back – and they’ll tell their friends. About a year ago, I wrote about...
