by Annette Franz | Oct 13, 2021 | customer experience, customer success, Forbes, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on August 23, 2021. The Customer Success profession was born in 1996, when Vantive, a CRM vendor, realized that their system had a failure rate so high that it drove customers away and sealed the...
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 | Sep 25, 2019 | customer experience, customer relationships, Forbes
I originally wrote today’s post for Forbes. It appeared on Forbes on March 5, 2019. “Customers are connected.” “Customers are more-informed than ever.” “Customers trust each other more than brands.” “Customers have the...
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 5, 2019 | customer experience, customer experience journey, cxjourney, Forbes, transformation
I originally wrote today’s post for Forbes. It appeared on the Forbes site on October 18, 2018. I’ve made some slight modifications since then, as it turned into a two-part series. The good news is that you’ve embarked on a customer experience...
