by Annette Franz | Jun 3, 2020 | culture, customer experience, customer experience design, customer-centric culture, governance, Uncategorized
A couple weeks ago, Sarah Simon shared her thoughts on warring factions experienced within many corporations around the world, specifically, the lack of unity between CX teams and other parts of the organization that are also trying to understand the customer and...
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,...
by Annette Franz | Aug 7, 2019 | customer experience, customer experience journey, CX strategy, CX vision, employee experience, governance, Uncategorized
I originally wrote today’s post for Kayako. It appeared on their blog on March 1, 2019. The only true competitive advantage for brands is their customer experience. As a result, more and more companies – both large and small – are slowly getting on board with...
by Annette Franz | Aug 8, 2018 | champions, customer experience, customer-centric, customer-centric culture, employee experience, governance, transformation
Image courtesy of PixabayThis is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts. If you missed Part 1, see it here.I’ll dive right in with more details about your CX...
by Annette Franz | Aug 1, 2018 | champions, customer experience, customer-centric, customer-centric culture, employee experience, governance, transformation
Image courtesy of PixabayIn this two-part series, I’ll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation...
by Annette Franz | Sep 20, 2016 | CCO, customer experience, governance, guiding principles, journey map, leadership, silos
Image courtesy of PixabayIs your organization suffering from silo-itis?If you answered that question with a “yes,” you’re absolutely, 110% not alone. Unless your company was intentionally built from the ground up to not function in silos – and...
