by Annette Franz | Aug 21, 2019 | core values, culture, employee experience, leadership, Uncategorized, values
I write about organizational culture and core values quite often. One of my most recent articles on this topic was about whether or not employees believe in their companies’ core values. In that post, I shared this statistic from Gallup: only 23% of U.S....
by Annette Franz | Aug 7, 2019 | customer experience, customer experience journey, CX strategy, CX vision, employee experience, governance, Uncategorized
I originally wrote today’s post for Kayako. It appeared on their blog on March 1, 2019. The only true competitive advantage for brands is their customer experience. As a result, more and more companies – both large and small – are slowly getting on board with...
by Annette Franz | Jul 9, 2019 | customer experience, customer experience design, customer understanding, customer-centric, cxjourney, employee experience, Forbes, Uncategorized
I originally wrote this post for Forbes.com. It appeared on the Forbes site on November 14, 2018. In this follow-up to my article last month titled “Has Your CX Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or...
by Annette Franz | Jun 12, 2019 | customer experience, design thinking, employee experience, journey mapping, service blueprint
In today’s post, I reveal the secret sauce for journey mapping success. Are you ready? There’s a lot of bad press out there about journey mapping. And there’s a lot of bad journey mapping (or what people think is journey mapping). A few months ago, I...
by Annette Franz | May 29, 2019 | core values, culture, customer experience, employee experience, leadership, mission, purpose, servant leadership, truly human leadership, vision
This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first...
by Annette Franz | May 22, 2019 | business outcomes, customer experience, employee experience, outcomes
Do you know the difference between means and outcomes? Between the journey and the destination? I know. I know. Those are silly questions to ask. Of course everyone knows the difference between means and outcomes. Of course everyone knows the difference between the...
