by Annette Franz | Jan 15, 2020 | culture, customer experience, customer retention, customer understanding, customer-centric, customer-centric culture, employee experience, Uncategorized
One of my proudest accomplishments of 2019 (or ever) is writing and publishing my first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). It was something I’d been wanting to do...
by Annette Franz | Dec 31, 2019 | culture, customer experience, customer journey, customer understanding, customer-centric, customer-centric culture, employee experience, employee-centric, employees, journey map, journey mapping, Uncategorized
I started the CX Journey™ blog in 2011, with a nervous twitch and an intense curiosity about who on earth would ever read what I write?! I’m thankful for you, my readers, this year and every year, as your curiosity and continued readership has kept my writing...
by Annette Franz | Dec 11, 2019 | customer experience, customer experience design, customer understanding, customer-centric culture, employee experience, employee-centric, Uncategorized, voice of customer, voice of employee
That’s not too much to ask from Santa, is it?! Well, good thing he has a little helper elf to set you on the path to achieving customer understanding. I wrote this book called Customer Understanding: Three Ways to Put the “Customer” in Customer...
by Annette Franz | Dec 9, 2019 | brand experience, candidate experience, culture, customer experience, employee experience, human experience, leadership, Uncategorized
Joakim Thorn, CEO of Effectly AB, and I co-wrote this article to highlight not only the importance of experience management but also why we produced Experia Summit, the first virtual summit dedicated to this topic. This was originally published on MyCustomer.com....
by Annette Franz | Dec 3, 2019 | branding, communication, communication planning, customer experience, CX strategy, employee experience
According to TechTarget, “Customer experience management is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle.” Gartner defines it as “the practice of...
by Annette Franz | Nov 13, 2019 | customer experience, customer experience design, customer focus, customer understanding, customer-centric, employee experience, innovation, Uncategorized
It’s not your father’s Comcast. It’s now your Comcast, the Comcast of the future. I was invited to participate in Comcast’s CX Innovation Day on Monday, November 4. The event’s purpose was to put a spotlight on CX innovation. It included...
