by Annette Franz | Jun 3, 2026 | artificial intelligence, culture, customer experience, employee experience, golden thread, leadership, outcomes, Uncategorized
I’ve seen it. I’ve read about it. And the pattern is consistent: most companies jump into AI the same way they jumped into digital transformation a decade ago, i.e., fast, fragmented, and without a clear definition of what success looks like. That approach...
by Annette Franz | May 27, 2026 | culture, customer experience, employee experience, golden thread, leadership, outcome tracing, outcomes, Uncategorized
There’s a quote that every executive must know and understand: “You get the culture you design or the one you allow.” Most leaders read that and nod. They think of the designed culture, i.e., the values on the wall, the mission statement in the all-hands deck, the...
by Annette Franz | May 20, 2026 | culture, customer experience, employee experience, golden thread, leadership, outcome tracing, outcomes, root cause, Uncategorized
Most leaders diagnose outcomes at the symptom level. Here’s the methodology to go deeper and find what’s actually broken. When a desired business outcome is missed or not achieved, most organizations get busy solving. The product launched late, so the team implements...
by Annette Franz | May 13, 2026 | business outcomes, culture, customer experience, employee experience, golden thread, leadership, outcome tracing, outcomes, Uncategorized
Most culture frameworks describe what to fix. This one tells you how to know if it’s working – and how to keep it working over time. “Fix the culture, fix the outcomes.” That’s my mantra. And yes, I’ve heard the objection: it’s too simple. You can’t...
by Annette Franz | May 6, 2026 | business outcomes, core values, culture, employee experience, golden thread, leadership, outcome tracing, outcomes, Uncategorized, workplace
“Fix the culture, fix the outcomes.” I say this often (and I’ve written about it before). It’s even my signature line when I do Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business book signings. Occasionally someone...
by Annette Franz | Apr 29, 2026 | business outcomes, culture, customer experience, employee experience, golden thread, leadership, Uncategorized
There’s been lots of talk about CX work and how it has to be tied to business outcomes for leaders to get on board. That’s an old, tired mantra. I’ve been in this business/profession for 30+ years, and we’ve been saying the same thing… over and over again…...
