by Annette Franz | Jan 30, 2019 | customer experience, customer experience journey, CX strategy, CX vision, cxjourney, employee experience, transformation
Do you know all of the building blocks of a customer experience transformation strategy? I’ve mentioned the CX Perception Gap before, right? You might know it as Bain’s Delivery Gap, which states findings from their 2005 research: 80% of executives believe...
by Annette Franz | Aug 29, 2018 | customer experience, CX strategy
Image courtesy of Gerry BrownToday I’m pleased to share a guest post by Paul Laughlin, Chief Blogger at CustomerInsightLeader.com.In today’s post, Paul shares a book review of Gerry Brown’s book, When a Customer Wins, Nobody Loses.As I’ve shared...
by Annette Franz | Jun 13, 2018 | culture, customer experience, customer experience journey, CX strategy, cxjourney, employee experience, transformation
Image courtesy of SaleMoveHow do you develop a customer experience strategy and roadmap?That was one of many questions I was asked during my recent interview with Dan Michaeli, co-founder and CEO of SaleMove and host of the podcast, The CX Show.I enjoyed my...
by Annette Franz | May 2, 2018 | core values, culture, customer experience, CX strategy, employee experience, innovation, leadership
Image courtesy of PixabayHave you seen Jeff Bezos’ annual shareholder letter for 2018? Within the last few weeks, Bezos released his 20th annual shareholder letter. Each year the letter is filled with strategy lessons about customer experience, employee...
by Annette Franz | Jul 25, 2017 | culture, customer experience, customer experience design, customer-centric culture, CX strategy
Image courtesy of PixabayIs your company a CX Loser or a CX Winner?If you answered “CX Loser,” I know it’s tough to stand up and admit that. It’s a difficult thing to acknowledge, especially when many simply don’t think they are CX...
by Annette Franz | Jun 27, 2017 | customer experience, CX strategy, CX vision, employee experience, vision
Image courtesy of PixabayDo you have a customer experience vision?One of the 7 Deadly Sins of Customer Experience is “lack of CX vision and strategy.” Have you created a customer experience vision for your organization? How will you know where you’re...
