by Annette Franz | Jun 20, 2019 | agile, analytics, culture, data, insights
Today I’m pleased to share a guest post by Paul Laughlin. This post originally appeared on Paul’s site on February 21, 2019. The term Agile working is being used within more and more businesses. Although loosely defined, it generally refers to a more...
by Annette Franz | Dec 13, 2018 | customer experience, CX team, hiring, insights, talent, teamwork
Image courtesy of PixabayToday I’m pleased to share a guest post by Liliana Petrova of DoingCXRight that is based on her experience hiring CX teams. This post originally appeared on her site on November 21, 2018.Although customer experience has been around for a...
by Annette Franz | Sep 12, 2017 | action, customer experience, customer feedback, insights, voice of customer
Image courtesy of PixabayAre you acting on what your customers are telling you? Companies listen to customers but fail to make improvements to the customer experience as a result of what they hear.There are a few reasons behind that, including but not limited to: a...
by Annette Franz | May 2, 2017 | analytics, closed-loop process, customer feedback, data, insights, voice of customer
Are you taking action on your customer data? I like to write about taking action and actionable insights because there’s a serious lack of action when it comes to customer feedback. I’ve witnessed it for far too long. I’ve written about this topic a...
by Annette Franz | Jul 21, 2016 | analytics, customer experience, data, insights, journey map, root cause
Image courtesy of PixabayToday I’m pleased to share part two of a two-part guest post by Paul Laughlin. For the second part of this two-part series on insight generation for product development, I return to that “brown paper” exercise.You may recall...
by Annette Franz | Jul 14, 2016 | analytics, customer experience, data, insights
Image courtesy of Pixabay Today I’m pleased to share part one of a two-part guest post by Paul Laughlin. I often write about topics like better target marketing or marketing effectiveness measurement. So it seems like a natural next step to cover how to ensure...
