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 | Jul 17, 2024 | customer experience, customer experience journey, data, employee experience, metrics, ROI, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on May 2, 2024. This is a modified version of that post. I spend a lot of time talking to leaders about the value of a customer-centric culture. Sadly, their reactions are often disheartening...
by Annette Franz | May 15, 2024 | customer experience, customer experience journey, customer experience lifecycle, frontline employees, Uncategorized
Did the title of this article surprise you? Well, it should. There are far too many people out there who believe that it’s a true statement, that the customer experience is only impacted and only happens (or is formed) at/with your frontline employees. This is...
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....
by Annette Franz | Jan 10, 2024 | customer experience, customer experience journey, customer journey, journey management, journey mapping, Uncategorized
I originally wrote today’s post for Measures Consulting. It appeared on the Enghouse Interactive blog on September 7, 2023. Customers’ expectations about their experiences during every stage of the relationship with the brands with which they interact have...
by Annette Franz | Sep 20, 2023 | customer experience, customer experience design, customer experience journey, customer journey, journey mapping, journey orchestration, Uncategorized
Today’s post is the second in a two-part series by Ben Motteram, customer experience strategist and founder of consulting firm CXpert. (If you missed the first part, here’s the link.) I share this series because it covers a hot topic in customer experience...
