by Annette Franz | Feb 1, 2023 | culture, customer experience, customer-centric culture, employee experience, silos, Uncategorized
Last week, I spoke at the Furniture Marketing Group Symposium in Las Vegas. I talked about building a winning organization and fixing the experience from the inside-out. My focus was on deliberately designing a customer-centric culture, getting leaders committed and...
by Annette Franz | Jan 25, 2023 | culture, employee engagement, employee experience, employee feedback, leadership, Uncategorized
I originally wrote today’s post for Coveo. It appeared on their site on November 9, 2022. Probably one of the hottest topics in business over the last year or so has been the Great Resignation (Reshuffle, Reset, Renegotiation, Rethink, Reimagination, etc.). The...
by Annette Franz | Jan 11, 2023 | employee engagement, employee expectations, employee experience, employee feedback, employee happiness, feedback, leadership, Uncategorized
I originally wrote today’s post for Medallia. It appeared on their site on August 31, 2022. Employee experience is a hot topic right now. Finally, right? The Great Resignation really turned the focus onto employees and on understanding what’s driving them to switch...
by Annette Franz | Dec 21, 2022 | culture, culture change, customer experience, customer-centric culture, employee experience, leadership, Uncategorized
It was a busy year of interviews and podcasts to spread the word about my new book, Built to Win: Designing a Customer-Centric Culture That Drives Value For Your Business. I wrote this book mostly for company executives and leaders (including Board members – yes,...
by Annette Franz | Dec 14, 2022 | culture, customer experience, customer-centric culture, employee experience, leadership, Uncategorized
It’s that time of the year again: time to reflect on what was, what is, and what’s to come. It seems that hot topics this past year were, not surprisingly (for a variety of reasons), employee experience and culture (among others). It could be because I...
by Annette Franz | Dec 7, 2022 | change, change management, culture, culture change, customer experience, employee experience, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on September 26, 2022. In my last article, I wrote about the need for customer experience professionals to not only build the business case for improvements but to also help executives prioritize...
