by Annette Franz | Oct 25, 2023 | culture, culture change, employee experience, leadership, Uncategorized
“You wake up every morning and drag yourself into the office. You know there’s a reason you drag and don’t skip. The thought of being in your office makes your stomach turn, and you wake up every morning checking your temperature to determine if today might be a...
by Annette Franz | Oct 18, 2023 | customer experience, customer experience design, customer understanding, employee experience, employee understanding, personas, Uncategorized, understanding
Customer understanding is a critical piece of designing and delivering a great customer experience. Employee understanding is just as important to designing and delivering a great employee experience. That understanding work includes three important tools: (1)...
by Annette Franz | Oct 11, 2023 | artificial intelligence, automation, customer experience, customer service, employee experience, technology, Uncategorized
Have you heard of “human-in-the-loop,” or HITL for short? It’s not a new concept, but it has certainly grown in popularity in the last year with the emergence of generative AI and its various use cases. (I know. “Emergence” is an...
by Annette Franz | Aug 30, 2023 | employee engagement, employee expectations, employee experience, offboarding, onboarding, Uncategorized
Last week, in the first article of this two-part series, I wrote about the concept of employee off-boarding, the opposite of employee onboarding. This week’s article will cover who’s responsible for it and if it makes sense to automate it. WHO’S RESPONSIBLE FOR...
by Annette Franz | Aug 23, 2023 | employee engagement, employee expectations, employee experience, offboarding, onboarding, Uncategorized
A few weeks back, I wrote about the importance of employee onboarding. Since then, I’ve also written a couple of articles on customer onboarding and a couple on customer off-boarding. Yes, there’s a pattern here; it’s time to write about employee...
by Annette Franz | Jul 19, 2023 | culture, customer-centric culture, employee engagement, employee experience, employee productivity, onboarding, productivity, Uncategorized
Years ago, I wrote an article that was syndicated on the Business2Community site. In that article, I mentioned the importance of proper employee onboarding. Someone commented on the article with outrage, saying that I was making up new words and that this term...
