by Annette Franz | Sep 4, 2025 | communication, customer effort, customer expectations, customer experience, customer experience design, customer service, Uncategorized
Back in 2012, I wrote about how companies make it unnecessarily difficult for customers to cancel subscriptions and memberships. Fast-forward more than a decade, and sadly, little has changed – despite proposed new laws requiring brands to make it easy. (Like...
by Annette Franz | Dec 11, 2024 | contact center, customer experience, customer service, data, journey orchestration, omnichannel, personalization, Uncategorized
I originally wrote today’s post for Sprinklr. It appeared on their site on March 4, 2024. The contact center is a pivotal touchpoint in the customer journey. It’s the primary channel used by customers to interact with your company, especially post-purchase....
by Annette Franz | Sep 25, 2024 | contact center, customer experience, customer service, omnichannel, Uncategorized
I originally wrote today’s post for Sprinklr. It appeared on their site on March 21, 2024. When customers interact with brands, they want (expect) a smooth, seamless, consistent, and personalized experience – via their preferred channel. They often make purchases and...
by Annette Franz | Sep 4, 2024 | artificial intelligence, customer experience, customer service, employee experience, Uncategorized
I wrote today’s post for RingCentral; it covers the various ways that new artificial intelligence innovations improve the contact center experience for both employees and customers. Imagine a world where every customer interaction feels intuitive, personalized, and...
by Annette Franz | Aug 28, 2024 | customer experience, customer service, proactive service, Uncategorized
I originally wrote today’s post for Sprinklr. It appeared on their site on March 21, 2024. Customers’ expectations have evolved over time, so much so that they want brands to know them better than they know themselves, including anticipating and addressing their needs...
by Annette Franz | Aug 14, 2024 | contact center, culture, customer experience, customer service, customer-centric, employee experience, Uncategorized
I originally wrote today’s post for Sprinklr. It appeared on their site on March 11, 2024. Think about your company operations for a minute. What do they revolve around? What’s the most important component at the heart of the business? Is it product? Sales? Customers?...
