by Annette Franz | Apr 3, 2019 | customer experience, customer understanding, customer-centric, customer-centric culture, understanding
Image courtesy of Pixabay If you don’t know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you’ll achieve that. What is...
by Annette Franz | Oct 30, 2018 | culture, customer experience, customer journey, customer service, customer-centric culture, transformation, voice of customer
Image courtesy of CMPThe customer experience profession has a lot of buzzwords. Or does it?I was recently given access to a report by the team at Customer Management Practice, organizers of the popular CCW (Customer Contact Week) events. The report is titled...
by Annette Franz | Aug 8, 2018 | champions, customer experience, customer-centric, customer-centric culture, employee experience, governance, transformation
Image courtesy of PixabayThis is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts. If you missed Part 1, see it here.I’ll dive right in with more details about your CX...
by Annette Franz | Aug 1, 2018 | champions, customer experience, customer-centric, customer-centric culture, employee experience, governance, transformation
Image courtesy of PixabayIn this two-part series, I’ll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation...
by Annette Franz | Mar 14, 2018 | customer experience, customer-centric, customer-centric culture, executives
Image courtesy of PixabayI originally wrote today’s post for CallidusCloud. It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is,...
by Annette Franz | Feb 14, 2018 | alignment, change, culture, customer experience, customer experience journey, customer-centric culture, employee experience, leadership
Image courtesy of PixabayDo you feel like you’re not making the progress in your customer experience transformation efforts that you thought/hoped you would by now?You started years (not months – it’s a journey – it takes time!) ago, but you...
