by Annette Franz | May 24, 2017 | commitment, customer experience, CX strategy, employee engagement, tools
I originally wrote today’s post for Clicktools. It appeared on their blog on August 29, 2016.Quite simply: without employees, you have no customer experience.The linkage between employee engagement and experience and the customer experience has been proven....
by Annette Franz | May 4, 2017 | customer experience, customer experience journey, CX strategy, cxjourney, entrepreneur
Today is my Day One.Back in 2011, I started blogging at CX Journey when I was between gigs. I wanted to build my personal brand, and I felt like I had a lot in my head to share with others after (at that time) a 20-year career in this CX space.Those first months of...
by Annette Franz | Mar 16, 2017 | budget, buy-in, commitment, customer experience, customer experience design, CX strategy
Image courtesy of Tax CreditsNo customer experience budget? No problem! As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I’d compile a few ideas on how to move beyond the “no...
by Annette Franz | Mar 14, 2017 | budget, buy-in, commitment, customer experience, customer experience design, CX strategy, technology
Image courtesy of PixabayNo customer experience budget? I haven’t written a CX Journey™ Musings post lately, but I found a topic that warrants a bit of reflection.I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which...
by Annette Franz | Aug 2, 2016 | customer experience, CX strategy, cxjourney, transformation
Image courtesy of UnsplashWe’ve all heard it. What gives?We’ve all seen the reports and the studies and the statistics that “customer experience is the next… battlefield, competitive battleground, competitive advantage, competitive frontier,...
by Annette Franz | May 3, 2016 | CCXP, commitment, customer experience, customer experience design, CX strategy, CXPA, metrics, voice of customer
Image courtesy of ccxp.orgI originally wrote today’s post for HappyOrNot. This is a modified version of that post, which appeared on their blog on March 30, 2016. The Customer Experience Professionals Association (CXPA) was established in 2011 to support...
