by Annette Franz | Apr 30, 2025 | customer experience, customer experience design, customer understanding, employee experience, employee understanding, personas, Uncategorized
Personas are fictional characters that are created to represent ideal prospects or actual customers based on needs, pain points, problems to be solved, jobs to be done, preferences, expectations, goals, and more. Personas are research based, created by starting with...
by Annette Franz | Apr 9, 2025 | customer engagement, customer expectations, customer experience, customer experience design, customer loyalty, customer relationships, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on January 29, 2025. In today’s business environment, not all customers are created equal – nor should they be treated as such. While every customer contributes to a brand’s success in some...
by Annette Franz | Jan 15, 2025 | brand promise, customer expectations, customer experience, customer experience design, employee experience, personalization, Uncategorized
Customers’ expectations for the experience with your brand are high – and constantly evolving. In today’s competitive business landscape, brands are always seeking innovative ways to enhance engagement and build stronger connections with their customers. A...
by Annette Franz | Sep 18, 2024 | customer experience, customer experience design, customer experience journey, Uncategorized, voice of customer
I originally wrote today’s post for MarTech. It appeared on their site on May 16, 2024. It’s important that everyone is clear on the definition of customer experience because there are so many incorrect uses of the term and misconceptions about the concept...
by Annette Franz | May 1, 2024 | analytics, artificial intelligence, customer experience, customer experience design, customer service, feedback, personalization, Uncategorized
Today’s post, which I wrote for NICE, covers the power of artificial intelligence when it comes to delivering a great customer experience. In today’s fast-paced and highly competitive business landscape, designing and delivering an exceptional customer...
by Annette Franz | Feb 21, 2024 | customer effort, customer expectations, customer experience, customer experience design, customer experience journey, Uncategorized
Years ago, I wrote a post titled, What Exactly is Employee Experience?. I know I’ve written tons about customer experience, and I’ve included my definition here and there, but there are always new folks coming into the discipline, so why not do a refresh....
