by Annette Franz | Sep 30, 2026 | accountability, change management, commitment, culture, customer experience, dashboards, golden thread, leadership, listening, metrics, ROI, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on January 28, 2026. Customer Experience teams aren’t failing because they lack passion, tools, or data. They’re failing because, when improvement stalls, they ask the wrong questions. OK,...
by Annette Franz | Dec 13, 2017 | action, analytics, big data, customer experience, dashboards, data, feedback, surveys
Image courtesy of Pixabay”Data is just data until you do something with it,” right?That statement has plagued companies for a long time and for a variety of reasons – not the least of which is that they just don’t know what to do with the data: how...
