by Annette Franz | Oct 7, 2026 | artificial intelligence, contact center, customer experience, customer service, data, employee experience, tools, Uncategorized
This article has been written in partnership with RingCentral. Here’s a question I ask CX and Contact Center leaders more often than almost any other: What happens to a customer conversation after it ends? I’m not referring to the call (or any other medium)...
by Annette Franz | Sep 9, 2026 | customer effort, customer experience, customer retention, customer service, customer-centric, price, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on April 3, 2026. Leaders often treat fees as a pricing decision, but customers experience them as a trust decision. Every fee sends a signal about how a company thinks about the relationship:...
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...
