by Annette Franz | Mar 7, 2019 | customer experience, customer service, omnichannel, self-service
Image courtesy of PixabayToday I’m pleased to share a guest post by Neetha Edwin with Freshworks.Customer experience has become pivotal to growth and profitability strategies of businesses worldwide. There is now a deeper understanding of customer experience as...
by Annette Franz | Jan 3, 2019 | budget, customer experience, customer service, employee experience, success, success metrics
Image courtesy of PixabayWhat was on the minds of CX professionals in 2018?And, most importantly, what does it mean for 2019? That has yet to be determined, but “execution” and “results” are two words I’d like to see more of this...
by Annette Franz | Nov 14, 2018 | customer experience, customer service
Image courtesy of PixabayToday I’m pleased to share a guest post by Chris Ryba of VHT.To compete in today’s market, companies have to go beyond providing excellent customer service. Today, we work in an experience economy, where people are looking for a...
by Annette Franz | Nov 6, 2018 | customer experience, customer service
Image courtesy of PixabayToday I’m pleased to share a guest post by Swaathishree Sridhar with Freshdesk.Creating a memorable customer experience (CX) is not every brand’s cup of tea. Only a few brands ensure great customer experience throughout the customer...
by Annette Franz | Nov 1, 2018 | convenience, customer experience, customer service
Image courtesy of Shep HykenWant to disrupt your business and your industry? And create fierce customer loyalty?Who doesn’t? Right?Well, there’s a secret to doing that, and if you haven’t yet read Shep Hyken’s latest book, The Convenience...
by Annette Franz | Oct 30, 2018 | culture, customer experience, customer journey, customer service, customer-centric culture, transformation, voice of customer
Image courtesy of CMPThe customer experience profession has a lot of buzzwords. Or does it?I was recently given access to a report by the team at Customer Management Practice, organizers of the popular CCW (Customer Contact Week) events. The report is titled...
