by Annette Franz | Dec 5, 2019 | big data, customer experience, customer service, data, Uncategorized
Today I’m pleased to share a guest post by Vaishali Gopi with Freshworks. Data, analytics, surveys, IoT, artificial intelligence, and automation are the new leading buzzwords in retail and customer service. But what is the point of having all this data about our...
by Annette Franz | Nov 26, 2019 | customer effort, customer service, customer understanding, employee effort, journey map, journey mapping, keynote speaker, service blueprint, speakers, Uncategorized, understanding
I’m excited to be a keynote speaker at CCW Nashville in January. As part of our partnership, I am once again sharing some of the content created by my fellow event speakers and offered on the CCW website. In today’s post, I’m sharing a few tidbits...
by Annette Franz | Nov 20, 2019 | customer experience, customer service, journey mapping
Understanding the difference between customer experience and customer service will save you money in your contact center! There’s a quote (which I may have evolved over the years) from Chris Zane, founder of Zane’s Cycles, that goes like this: “Customer service is...
by Annette Franz | Sep 18, 2019 | customer expectations, customer experience, customer service, employee effort, employee experience, employee happiness, empower employees, frontline employees, Uncategorized
As a customer experience professional, you focus a lot on the customer. You put the customer on a pedestal. You put the customer front and center. And rightly so; without customers, you have no business. But you have to remember this: in order to deliberately design a...
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...
