by Annette Franz | Jul 22, 2020 | big data, customer experience, data, marketing, technology, Uncategorized
I originally published today’s post for Oracle CX. It appeared on their site on March 20, 2019. The connected customer is always consuming information and leaving digital fingerprints, providing two data streams that modern marketers must access and then integrate...
by Annette Franz | Apr 15, 2020 | customer experience, customer experience design, customer feedback, data, employee experience, journey map, Uncategorized, user experience
I’m pleased to share another guest post by Lexie Lu of Design Roast. Keeping a positive customer experience (CX) in the middle of the COVID-19 pandemic may require thinking outside the box a bit. Fear and worry drive many people during difficult times. No matter...
by Annette Franz | Jan 8, 2020 | customer experience, customer feedback, data, feedback, voice of business, voice of customer
I originally wrote today’s post for CallidusCloud. It appeared on their blog on October 15, 2018. Many companies are focusing on the customer experience these days in some way, shape, or form. Most of them know that it’s necessary to deliver a great experience...
by Annette Franz | Dec 24, 2019 | analytics, customer experience, data, operationalize, voice of customer
Critical to improving the customer experience is listening to customers and incorporating their data and their feedback into your transformation strategy. Data-driven decisions are key to customer experience transformation success. There are many different customer...
by Annette Franz | Dec 5, 2019 | big data, customer experience, customer service, data, Uncategorized
Today I’m pleased to share a guest post by Vaishali Gopi with Freshworks. Data, analytics, surveys, IoT, artificial intelligence, and automation are the new leading buzzwords in retail and customer service. But what is the point of having all this data about our...
by Annette Franz | Jul 16, 2019 | analytics, customer experience, customer feedback, data, insights, journey mapping, personas
With whom and how do you socialize customer insights? You’re listening to customers. You’re combining their feedback with those bread crumbs of data that they leave with every transaction and interaction with your brand. You’ve developed customer...
