by Annette Franz | Sep 8, 2021 | action, change, change management, customer experience, CX vision, employee experience, leadership, Uncategorized, vision
You know you need to make changes in the business, but there are competing forces, those that help to drive the change and those that impede the change. How do you identify and then solve for each of those and, ultimately, bring everyone together? I’ve written...
by Annette Franz | Aug 5, 2020 | customer experience, customer understanding, CX vision, Uncategorized
I originally wrote today’s post for the CXPA. It appeared on the CXPA site on April 15, 2020, as part of a series on CX as a Strategy for Resilience. Be sure to check out the entire series. Emotions play a huge role in the overall customer experience. Many would...
by Annette Franz | May 26, 2020 | commitment, core values, culture, customer experience, CX strategy, CX vision, employee experience, governance, leadership, mission, Uncategorized, vision
I originally wrote today’s post for Forbes. It appeared on the Forbes site on August 16, 2019. A customer experience transformation is a lot of work. There are a lot of pieces that must come together, i.e., a lot of foundational elements that must be in place,...
by Annette Franz | Aug 14, 2019 | customer experience, customer experience design, customer experience journey, customer journey, CX vision, cxjourney, journey map, journey mapping, service blueprint, Uncategorized
Are you using journey mapping to design a better future-state experience and to deliver new value for your customers – with your customers? One of a dozen or so journey mapping myths that I’ve written about over the last few years is that you can’t...
by Annette Franz | Aug 7, 2019 | customer experience, customer experience journey, CX strategy, CX vision, employee experience, governance, Uncategorized
I originally wrote today’s post for Kayako. It appeared on their blog on March 1, 2019. The only true competitive advantage for brands is their customer experience. As a result, more and more companies – both large and small – are slowly getting on board with...
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...
