by Annette Franz | Mar 15, 2023 | closed-loop process, customer feedback, data, employee effort, employee experience, Uncategorized, voice of customer
Customer expectations are higher than ever, but one place those expectations haven’t changed is when it comes to their feedback. They want you to listen; they want to be heard; and they want to be assured that action will be taken on their feedback. Critical to...
by Annette Franz | Jan 18, 2023 | big data, customer expectations, customer understanding, data, journey map, journey mapping, service blueprint, Uncategorized
I am thrilled to share that I took on the role of hosting Concentrix Catalyst’s digital talk show series, Born Digital, which is pioneering new ways to connect through organic, human-centered, creative content. The show features experts from both Concentrix...
by Annette Franz | Jan 4, 2023 | big data, customer expectations, customer experience, data, desired outcomes, outcomes, personalization, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on September 30, 2022. Data is at the heart of designing and delivering a great (connected) customer experience. Without data informing your design and delivery, you really are flying blind. But...
by Annette Franz | Sep 14, 2022 | customer experience, customer journey, data, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on June 7, 2022. Connected customers expect seamless, consistent, and personalized experiences across various channels and touchpoints. You must know their preferences and expectations and...
by Annette Franz | Apr 20, 2022 | customer experience, customer feedback, data, feedback, listening, surveys, Uncategorized
You know by now that there are three ways to achieve customer understanding: Listen (feedback and data), Characterize (personas), and Empathize (journey mapping process). Of these three, probably the one that is used most often – or the one that most companies...
by Annette Franz | Apr 6, 2022 | customer experience, CX profession, data, insights, Uncategorized, voice of customer
I’m always curious about the latest research on the state of all things customer experience. A few days ago, UserTesting’s 2022 CX Industry Report came across my desk, and I took a run through what they uncovered. The following three topics were touted as...
