by Annette Franz | Mar 25, 2020 | customer experience, customer experience journey, employee experience, journey map, journey mapping, Uncategorized
Another question (recall, last week’s question was about CX teams) that has been posed regularly over the last couple of weeks is, “Should we cancel our journey mapping workshops?” or “Is it possible to conduct journey mapping workshops...
by Annette Franz | Mar 18, 2020 | customer experience, CX profession, CX team, Uncategorized
Questions that surface often, especially as the customer experience discipline and profession become more widely “accepted” or established in organizations around the globe are: “What does a customer experience team look like? What roles comprise the...
by Annette Franz | Mar 4, 2020 | CEO, customer experience, executives, Forbes, leadership
This is a modified version of a post I originally wrote for Forbes. It appeared on the Forbes site on June 13, 2019. A version of this also happens to have made it as the closing chapter of my book, Customer Understanding: Three Ways to Put the “Customer”...
by Annette Franz | Feb 19, 2020 | customer expectations, customer experience, customer feedback, employee feedback, feedback, survey design, surveys, Uncategorized, voice of customer, voice of employee, voice of partner
I originally wrote today’s post for Eptica. It appeared on their blog on June 13, 2019. Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their...
by Annette Franz | Feb 12, 2020 | customer experience, Uncategorized, user experience
Today I’m pleased to share another guest post by Lexie Lu of Design Roast. At its core, user experience (UX) design is about what makes people tick. Why does a site visitor prefer one design over another — and how do you keep people engaged so they don’t...
by Annette Franz | Feb 5, 2020 | culture, customer experience, customer-centric culture, employee experience, ROI, Uncategorized
I originally wrote today’s post for Customer Contact Week (CCW). It appeared on their site on November 8, 2019. What does a customer-centric culture look like, and what are the benefits of designing such a culture? Customer-centric companies put the customer at...
