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 | 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...
by Annette Franz | Jun 27, 2019 | B2B, customer expectations, customer experience, customer satisfaction, cxjourney, quality, Uncategorized, user experience
Today I’m pleased to share another guest post by Lexie Lu of Design Roast. While customer service has always been a vital part of what people do and how they do it, customer experience (CX) goes much deeper than just service now. CX encompasses the way the user...
by Annette Franz | Jun 5, 2019 | customer experience, customer experience journey, cxjourney, Forbes, transformation
I originally wrote today’s post for Forbes. It appeared on the Forbes site on October 18, 2018. I’ve made some slight modifications since then, as it turned into a two-part series. The good news is that you’ve embarked on a customer experience...
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 | Dec 6, 2018 | customer experience, cxjourney, journey mapping, listening, personas, understanding
Image courtesy of Shep Hyken/ABRLet’s put the “customer” into customer experience.What does that mean?If you’re a customer of any business on this planet, no surprise here, you know this: most companies are not really focusing on the customer and the...
