by Annette Franz | Jun 20, 2019 | agile, analytics, culture, data, insights
Today I’m pleased to share a guest post by Paul Laughlin. This post originally appeared on Paul’s site on February 21, 2019. The term Agile working is being used within more and more businesses. Although loosely defined, it generally refers to a more...
by Annette Franz | Aug 17, 2018 | customer experience, customer service, data, journey map, journey mapping
Image courtesy of CalabrioDid you know that data is a critical component of your journey maps?I’ve written a lot about journey maps and journey mapping over the last several years. I’ve also written about the importance of data to the journey mapping...
by Annette Franz | Jul 6, 2018 | analytics, customer experience, CX profession, data
Image courtesy of Pixabay I originally wrote today’s post for Logi Analytics. It appeared on their blog on December 14, 2017. Data is just data until you do something with it, right?! That statement has plagued companies for a long time. For a variety of...
by Annette Franz | May 23, 2018 | analytics, closed-loop process, customer feedback, data, feedback, survey design, surveys
Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don’t do anything with the feedback or follow up with customers about what they heard. What a...
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...
by Annette Franz | May 2, 2017 | analytics, closed-loop process, customer feedback, data, insights, voice of customer
Are you taking action on your customer data? I like to write about taking action and actionable insights because there’s a serious lack of action when it comes to customer feedback. I’ve witnessed it for far too long. I’ve written about this topic a...
