by Annette Franz | Jul 29, 2020 | customer experience, design thinking, employee experience, journey mapping, Uncategorized, workshops
Do you have the right people in the room for your journey mapping workshops? I’m often asked about who should participate in journey mapping workshops. The obvious answer is the customer – or so you’d think. Let’s take a look at who should be...
by Annette Franz | Jul 8, 2020 | customer experience, design thinking, employee experience, journey map, journey mapping, Uncategorized
Thank you to Amit Asamwar for posing a question to me on LinkedIn, after I shared a post about journey mapping. His question is one that I am frequently asked. “One query that I wanted to ask about Journey Mapping is that how long can these be considered valid...
by Annette Franz | Jul 1, 2020 | communications, customer experience, employee experience, journey mapping, leadership, Uncategorized
I recently listened to an Inc.com RealTalk Business Reboot webinar with Simon Sinek in which he talked about how leaders inspire, even in times of crisis. He talked about how some folks have asked him questions about leadership and what to do in “these uncertain...
by Annette Franz | Jun 24, 2020 | change, communication, communications, customer experience, employee experience, Uncategorized
I originally wrote today’s post for CCW Digital. It appeared on their site on March 18, 2020. I’ve updated it to reflect some things we’ve seen and learned since then. Employee experience and customer experience are always important, but how brands...
by Annette Franz | Jun 10, 2020 | communication, culture, employee experience, employee productivity, feedback, leadership, management, productivity, Uncategorized, workplace
I’m pleased to have co-authored this post with Ben Motteram, aka CXpert. It was previously shared on his site on May 26, 2020. Starting in mid-March this year, in response to the COVID-19 pandemic, many countries around the globe locked down their residents,...
by Annette Franz | May 26, 2020 | commitment, core values, culture, customer experience, CX strategy, CX vision, employee experience, governance, leadership, mission, Uncategorized, vision
I originally wrote today’s post for Forbes. It appeared on the Forbes site on August 16, 2019. A customer experience transformation is a lot of work. There are a lot of pieces that must come together, i.e., a lot of foundational elements that must be in place,...
