by Annette Franz | Aug 5, 2020 | customer experience, customer understanding, CX vision, Uncategorized
I originally wrote today’s post for the CXPA. It appeared on the CXPA site on April 15, 2020, as part of a series on CX as a Strategy for Resilience. Be sure to check out the entire series. Emotions play a huge role in the overall customer experience. Many would...
by Annette Franz | Jul 29, 2020 | customer experience, design thinking, employee experience, journey mapping, Uncategorized, workshops
Do you have the right people in the room for your journey mapping workshops? I’m often asked about who should participate in journey mapping workshops. The obvious answer is the customer – or so you’d think. Let’s take a look at who should be...
by Annette Franz | Jul 22, 2020 | big data, customer experience, data, marketing, technology, Uncategorized
I originally published today’s post for Oracle CX. It appeared on their site on March 20, 2019. The connected customer is always consuming information and leaving digital fingerprints, providing two data streams that modern marketers must access and then integrate...
by Annette Franz | Jul 8, 2020 | customer experience, design thinking, employee experience, journey map, journey mapping, Uncategorized
Thank you to Amit Asamwar for posing a question to me on LinkedIn, after I shared a post about journey mapping. His question is one that I am frequently asked. “One query that I wanted to ask about Journey Mapping is that how long can these be considered valid...
by Annette Franz | Jul 1, 2020 | communications, customer experience, employee experience, journey mapping, leadership, Uncategorized
I recently listened to an Inc.com RealTalk Business Reboot webinar with Simon Sinek in which he talked about how leaders inspire, even in times of crisis. He talked about how some folks have asked him questions about leadership and what to do in “these uncertain...
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...
