by Annette Franz | Feb 11, 2026 | culture, customer experience, employee experience, golden thread, governance, leadership, Uncategorized
I do believe that most CX professionals know and think about the EX–CX connection: Employees who are engaged (an outcome of a great employee experience) deliver better customer experiences. But, do they really? Why does it rarely change anything? Why do I still just...
by Annette Franz | Nov 12, 2025 | accountability, culture, culture change, customer-centric culture, governance, leadership, transformation, Uncategorized
Culture transformation efforts often begin with bold aspirations: new values, lofty purpose statements, and visions of how the organization will “show up” differently. But those efforts frequently fall short, not because the vision is unclear, but because...
by Annette Franz | Oct 16, 2024 | champions, core values, culture, culture change, customer-centric culture, governance, leadership, Uncategorized
In last week’s article, I wrote about how to create a Culture Plan and who is involved. Let’s take it one step further this week and find out how to implement your Plan. After all, as Howard Schultz says, “The best strategy in the world is useless...
by Annette Franz | Jun 12, 2024 | alignment, commitment, culture, customer experience, customer understanding, customer-centric culture, employee experience, governance, leadership, Uncategorized
Years ago – actually nine years ago, in February 2015 – I wrote about The 7 Deadly Sins of Customer Experience. I shared that article on LinkedIn recently and recognized that the sins may need some updating. I don’t disagree with the sins I...
by Annette Franz | Nov 29, 2023 | business outcomes, commitment, customer experience, customer experience design, customer feedback, desired outcomes, feedback, governance, outcomes, ROI, Uncategorized
I originally wrote today’s post for SurveyMonkey. A modified version appeared on their site on August 14, 2023. It’s hard to believe that executives still need to be convinced that they should be listening to the voice of the customer and making decisions based on...
by Annette Franz | Nov 16, 2022 | culture, customer understanding, customer-centric, customer-centric culture, employee experience, employee understanding, golden rule, governance, leadership, metrics, people-centric, platinum rule, Uncategorized
In last week’s post I shared that, in order to get your entire organization thinking differently, you’ve got to first know and embrace the principles and the practices of customer-centricity, and you’ve got to ensure that everyone remains aligned to achieve the...
