by Annette Franz | Dec 7, 2022 | change, change management, culture, culture change, customer experience, employee experience, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on September 26, 2022. In my last article, I wrote about the need for customer experience professionals to not only build the business case for improvements but to also help executives prioritize...
by Annette Franz | Nov 30, 2022 | business, customer experience, employee experience, leadership, tools, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on September 12, 2022. As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to...
by Annette Franz | Nov 2, 2022 | automation, customer experience, customer success, digital, metrics, Uncategorized, value
In this article, Annette Franz reviews some Customer Success trends and predictions posed by Deloitte and asks Cast.app CEO, Dickey Singh, to weigh in with his thoughts on what he’s seeing relative to each trend or prediction. *** The role of your Customer Success...
by Annette Franz | Oct 26, 2022 | action, customer experience, customer experience design, employee experience, journey map, journey mapping, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on August 18, 2022. Journey mapping is one of the most powerful tools to help you understand the current customer experience and to design a new experience. But I always like to say, “Know the...
by Annette Franz | Sep 14, 2022 | customer experience, customer journey, data, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on June 7, 2022. Connected customers expect seamless, consistent, and personalized experiences across various channels and touchpoints. You must know their preferences and expectations and...
by Annette Franz | Aug 31, 2022 | customer experience, customer satisfaction, metrics, Uncategorized
I originally wrote today’s post for Medallia. It appeared on their site on April 28, 2022. Metrics are always a hot topic among customer experience professionals – and among others in their organizations who love to track them, namely executives. The...
