by Annette Franz | Apr 6, 2022 | customer experience, CX profession, data, insights, Uncategorized, voice of customer
I’m always curious about the latest research on the state of all things customer experience. A few days ago, UserTesting’s 2022 CX Industry Report came across my desk, and I took a run through what they uncovered. The following three topics were touted as...
by Annette Franz | Feb 23, 2022 | culture, customer experience, customer feedback, customer-centric culture, insights, listening, Uncategorized, voice of customer
I’m pleased to share a guest post by Uma Bhat of Clootrack. Note: I’m one of the 102 customer experience experts included in Clootrack’s report. What are the biggest challenges that brands face when they want to implement an exceptional customer...
by Annette Franz | Nov 3, 2021 | customer experience, customer feedback, data, feedback, insights, Uncategorized, voice of customer
It’s that time of the year again when folks are looking for predictions about what customer experience will look like next year and beyond. I find it more interesting to reflect on this year as a follow-up to the shitshow that was known as 2020. What did brands...
by Annette Franz | Oct 7, 2020 | brand, customer experience, customer understanding, data, employee experience, innovation, insights, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on April 27, 2020. Is it time for a brand refresh? I know that’s probably not top of mind for you at this very moment, given the current crisis facing the world, but maybe it should be. Business...
by Annette Franz | Jul 16, 2019 | analytics, customer experience, customer feedback, data, insights, journey mapping, personas
With whom and how do you socialize customer insights? You’re listening to customers. You’re combining their feedback with those bread crumbs of data that they leave with every transaction and interaction with your brand. You’ve developed customer...
by Annette Franz | Jun 25, 2019 | agile, analytics, data, insights
Today I’m pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul’s site on March 9, 2019. This is the second in two-part series from Paul about agile working. Find the first post in the series here. In my first post on...
