by Annette Franz | Feb 16, 2016 | customer experience, CX strategy, employee experience, innovation
Image courtesy of PixabayI originally wrote today’s post for Intradiem. It was published on their blog on September 17, 2015. Are you following the herd or defining your own path to success?In business and in life, there’s this crazy notion of the...
by Annette Franz | Nov 10, 2015 | customer experience, customer experience design, customer experience journey, CX strategy, cxjourney
Image courtesy of PixabayHow do you know where to start your CX journey? I’ve been asked this very question a few times in the last couple weeks.Don’t know where to start?Just get started. You know you have to transform the customer experience with...
by Annette Franz | Jun 30, 2015 | customer experience, customer experience design, CX strategy
Image courtesy of PixabayWhat is a customer experience strategy? Have you laid the groundwork for a successful execution?Let’s start by defining “customer experience strategy.”A customer experience strategy helps you define, design, and, ultimately,...
by Annette Franz | Jun 19, 2015 | buy-in, customer experience, customer experience journey, CX strategy, empathy, journey map, training
Image courtesy of PixabayIs your entire company – executives and employees alike – aligned with and around the customer? Do they know who your customers are? Do they understand the customer experience? How are you getting employees immersed in the customer...
by Annette Franz | May 6, 2015 | buy-in, customer experience, CX strategy, governance, journey mapping
I’m blogging today from the Customer Experience Professional Association’s (CXPA) Insight Exchange in San Diego. In addition to the local networking events that local CXPA teams host around the country, this event is the annual membership gathering with an...
by Annette Franz | Oct 9, 2014 | brand values, customer experience, CX Day, CX strategy, strategy
Image courtesy of PixabayHow do you link your customer experience strategy with your corporate strategy?As many of you know, earlier this week we celebrated the second annual CX Day, a day to celebrate both customers and the professionals who work tirelessly to...
