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 13, 2019 | customer experience, customer experience design, customer focus, customer understanding, customer-centric, employee experience, innovation, Uncategorized
It’s not your father’s Comcast. It’s now your Comcast, the Comcast of the future. I was invited to participate in Comcast’s CX Innovation Day on Monday, November 4. The event’s purpose was to put a spotlight on CX innovation. It included...
by Annette Franz | Oct 30, 2019 | customer understanding, journey map, journey mapping, keynote speaker, speakers, Uncategorized, understanding
I’m excited to be a keynote speaker at CCW Nashville in January. As part of our partnership, I am 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 that Lemon...
by Annette Franz | Oct 10, 2019 | customer experience, customer satisfaction, customer understanding, Uncategorized
Today I’m pleased to share a guest post by Linda Taylor of MattsenKumar. A Temkin Group study revealed “businesses can double their revenue within three years by investing in customer experience,” and another study by PWC reveals “86% of customers are willing to...
by Annette Franz | Oct 2, 2019 | customer experience, customer understanding, customer-centric, customer-centric culture, employee experience, employee-centric, employees, people-centric, Uncategorized
My new book is ultimately about how to develop a customer-centric culture by bringing the customer and her voice into the organization. I was honored to recently join Shep Hyken on his Amazing Business Radio podcast to talk about my book. It was my third time on the...
by Annette Franz | Jul 9, 2019 | customer experience, customer experience design, customer understanding, customer-centric, cxjourney, employee experience, Forbes, Uncategorized
I originally wrote this post for Forbes.com. It appeared on the Forbes site on November 14, 2018. In this follow-up to my article last month titled “Has Your CX Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or...
