by Annette Franz | Sep 10, 2025 | culture, customer experience, employee experience, executives, leadership, outcomes, people-centric, priorities, ROI, Uncategorized
I’ve seen and heard it countless times over the years: a People and Culture leader or a CX professional comes to the executive table asking for investment in employee experience (EX) or customer experience (CX), respectively, only to hear the same old tired line:...
by Annette Franz | Jul 9, 2025 | CEO, commitment, culture, employee engagement, employee experience, employee retention, executives, leadership, Uncategorized
Employee Experience is a business imperative, not an HR project. For too long, employee experience (EX) has been treated as a peripheral concern: an HR project, a culture initiative, or a morale booster. That mindset is not only outdated – it’s expensive. In...
by Annette Franz | Feb 28, 2024 | CEO, customer experience, customer understanding, executives, leadership, marketing, Uncategorized
There’s this interesting phenomenon that Bain uncovered, the delivery gap, which I dubbed the CX Perception Gap several years ago: 80% of executives believe that they are delivering a superior customer experience, while only 8% of customer agree. There’s a...
by Annette Franz | Mar 4, 2020 | CEO, customer experience, executives, Forbes, leadership
This is a modified version of a post I originally wrote for Forbes. It appeared on the Forbes site on June 13, 2019. A version of this also happens to have made it as the closing chapter of my book, Customer Understanding: Three Ways to Put the “Customer”...
by Annette Franz | Apr 24, 2019 | budget, continuous improvement, customer experience, executives, priorities
Image courtesy of Pixabay I originally wrote today’s post for CallidusCloud. It appeared on their blog on April 13, 2018. How do you prioritize your CX improvement initiatives? You’ve listened to customers. You’ve mapped their journeys. And...
by Annette Franz | Mar 14, 2018 | customer experience, customer-centric, customer-centric culture, executives
Image courtesy of PixabayI originally wrote today’s post for CallidusCloud. It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is,...
