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 | Nov 1, 2023 | big data, customer experience, customer experience design, customer understanding, data, Uncategorized
I originally wrote today’s post for CX Network. It appeared on their site on July 27, 2023. Data is at the heart of designing and delivering a great customer experience. Without data, you’re literally flying blind. But there’s so much data! And so many different kinds...
by Annette Franz | Oct 18, 2023 | customer experience, customer experience design, customer understanding, employee experience, employee understanding, personas, Uncategorized, understanding
Customer understanding is a critical piece of designing and delivering a great customer experience. Employee understanding is just as important to designing and delivering a great employee experience. That understanding work includes three important tools: (1)...
by Annette Franz | Oct 11, 2023 | artificial intelligence, automation, customer experience, customer service, employee experience, technology, Uncategorized
Have you heard of “human-in-the-loop,” or HITL for short? It’s not a new concept, but it has certainly grown in popularity in the last year with the emergence of generative AI and its various use cases. (I know. “Emergence” is an...
by Annette Franz | Sep 27, 2023 | customer experience, customer feedback, data, digital, feedback, Uncategorized, voice of customer
I originally wrote today’s post for Concentrix. It recently appeared on their site. The race toward digital transformation is on, with investments in these efforts expected to reach $3.4 trillion in 2026. Brands that are just beginning their journey to digitize are...
by Annette Franz | Sep 20, 2023 | customer experience, customer experience design, customer experience journey, customer journey, journey mapping, journey orchestration, Uncategorized
Today’s post is the second in a two-part series by Ben Motteram, customer experience strategist and founder of consulting firm CXpert. (If you missed the first part, here’s the link.) I share this series because it covers a hot topic in customer experience...
