by Annette Franz | Sep 27, 2023 | customer experience, customer feedback, data, digital, feedback, Uncategorized, voice of customer
I originally wrote today’s post for Concentrix. It recently appeared on their site. The race toward digital transformation is on, with investments in these efforts expected to reach $3.4 trillion in 2026. Brands that are just beginning their journey to digitize are...
by Annette Franz | Nov 2, 2022 | automation, customer experience, customer success, digital, metrics, Uncategorized, value
In this article, Annette Franz reviews some Customer Success trends and predictions posed by Deloitte and asks Cast.app CEO, Dickey Singh, to weigh in with his thoughts on what he’s seeing relative to each trend or prediction. *** The role of your Customer Success...
by Annette Franz | Jun 16, 2021 | customer experience, customer success, digital, Uncategorized
The history of the Customer Success profession dates back to 1996, when a CRM vendor, Vantive, realized that their system had a high failure rate, an issue that certainly didn’t help their quest to have 100% of their customers willing to serve as references....
by Annette Franz | Jan 22, 2020 | customer experience, customer experience design, customer understanding, digital, Uncategorized
You keep reading and writing and saying “digital transformation.” Do you know what that means? In September 2019, I did a keynote titled “Marketing in the Era of Customer Experience” for an American Marketing Association (AMA) event. In that...
by Annette Franz | Feb 21, 2019 | customer experience, customer experience design, digital
Image courtesy of PixabayToday I’m pleased to share another guest post by Lexie Lu of Design Roast.How do you turn site visitors into raving fans? You spend a lot of time and money driving traffic to your website and reaching out to new potential customers. Once...
by Annette Franz | Oct 24, 2018 | customer experience, digital
Image courtesy of PixabayToday I’m pleased to share another guest post by Lexie Lu of Design Roast. If you want customers to return to your site, you have to create an amazing customer experience (CX). People tend to remember how your site makes them feel over...
