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...
by Annette Franz | May 6, 2015 | buy-in, customer experience, CX strategy, governance, journey mapping
I’m blogging today from the Customer Experience Professional Association’s (CXPA) Insight Exchange in San Diego. In addition to the local networking events that local CXPA teams host around the country, this event is the annual membership gathering with an...
by Annette Franz | Feb 27, 2015 | customer experience, customer service, employee experience, governance, leadership
Is your company committing the 7 Deadly Sins of customer experience? Recently, my kids asked me about the 7 Deadly Sins; I don’t remember how the topic came up, but when they ask, I answer. Of course, as I ran down the list and explained them (in a PG kind of...
