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...
by Annette Franz | Nov 6, 2019 | employee engagement, employee expectations, employee experience, employee feedback, employee happiness, employee loyalty, employee ownership, employee productivity, employee relationships, employee retention, employee satisfaction, employee-centric, employees, empower employees, Uncategorized, voice of employee
Today’s post was originally published on Forbes on February 1, 2019. I’ve made some modifications to that original post. It’s starting to happen. I hear it. I see it. Finally. It’s not perfect, but we’re making progress. I’ll take...
by Annette Franz | Oct 8, 2019 | candidate experience, core values, culture, employee experience, Uncategorized, workplace
Is hiring for culture fit a good idea? In the last several weeks, I’ve seen a couple articles – in reputable publications like Harvard Business Review and The Wall Street Journal – about the “dangers of hiring for culture fit.” They cited...
by Annette Franz | Oct 2, 2019 | customer experience, customer understanding, customer-centric, customer-centric culture, employee experience, employee-centric, employees, people-centric, Uncategorized
My new book is ultimately about how to develop a customer-centric culture by bringing the customer and her voice into the organization. I was honored to recently join Shep Hyken on his Amazing Business Radio podcast to talk about my book. It was my third time on the...
