by Annette Franz | Dec 15, 2021 | customer experience, Uncategorized, user experience, user reserach
I originally wrote today’s post for GetFeedback. It appeared on their site in late 2020. User experience (UX) is part of the bigger customer experience (CX) ecosystem. User experience focuses on user interactions with a product, whereas customer experience focuses on...
by Annette Franz | Dec 8, 2021 | artificial intelligence, automation, contact center, customer experience, customer service, employee experience, Uncategorized
I originally wrote today’s post for NICE inContact. It appeared on their site on July 1, 2021. Problem statement: The agent experience drives the customer experience. But when agents get bogged down with mundane, repetitive tasks, it takes them away from what’s...
by Annette Franz | Dec 1, 2021 | customer experience, customer-centric, growth, metrics, people-centric, Uncategorized
I originally wrote today’s post for StellaConnect. It appeared on their site on July 13, 2021. You’ve probably all heard – or read about – the Bain statistic from 2005 that goes like this: 80% of executives believe that they are delivering a superior customer...
by Annette Franz | Nov 17, 2021 | customer experience, customer service, Uncategorized
I originally published today’s post for StellaConnect. It appeared on their site on May 25, 2021. Customer service is an important part of not only the customer experience but also the success of a business. Get it wrong and a lot of other pieces of the customer...
by Annette Franz | Nov 10, 2021 | collaboration, culture, customer experience, customer-centric culture, governance, technology, Uncategorized
I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021. We know that the customer experience is important to the success of any organization. Customers are king, and they vote with their wallets – and with their feet. It’s...
by Annette Franz | Nov 3, 2021 | customer experience, customer feedback, data, feedback, insights, Uncategorized, voice of customer
It’s that time of the year again when folks are looking for predictions about what customer experience will look like next year and beyond. I find it more interesting to reflect on this year as a follow-up to the shitshow that was known as 2020. What did brands...
