by Annette Franz | Nov 29, 2023 | business outcomes, commitment, customer experience, customer experience design, customer feedback, desired outcomes, feedback, governance, outcomes, ROI, Uncategorized
I originally wrote today’s post for SurveyMonkey. A modified version appeared on their site on August 14, 2023. It’s hard to believe that executives still need to be convinced that they should be listening to the voice of the customer and making decisions based on...
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 | Jul 21, 2021 | business outcomes, change, change management, customer experience, desired outcomes, outcomes, Uncategorized
One of the most-commonly requested needs – often as a result of CEO/executive asks – is to build the business case for the business to focus on the customer experience. (It’s painful just to write that without thinking about this open letter to CEOs,...
by Annette Franz | Mar 28, 2018 | business outcomes, customer experience, desired outcomes, employee experience, metrics, success, success metrics
Image courtesy of Unsplash How do you measure success of your customer experience initiatives? For any type of project or initiative that you undertake, it’s important to be able to track progress and measure success. In order to do that, you must first outline...
