by Annette Franz | Jan 18, 2023 | big data, customer expectations, customer understanding, data, journey map, journey mapping, service blueprint, Uncategorized
I am thrilled to share that I took on the role of hosting Concentrix Catalyst’s digital talk show series, Born Digital, which is pioneering new ways to connect through organic, human-centered, creative content. The show features experts from both Concentrix...
by Annette Franz | Oct 26, 2022 | action, customer experience, customer experience design, employee experience, journey map, journey mapping, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on August 18, 2022. Journey mapping is one of the most powerful tools to help you understand the current customer experience and to design a new experience. But I always like to say, “Know the...
by Annette Franz | Aug 3, 2022 | customer experience, customer experience design, customer experience journey, journey map, journey mapping, Uncategorized
I originally wrote this post for Wix Answers. It appeared on their site on February 21, 2022. I mentioned in my last post that customer service is not only an important part of the customer experience but also of the success of a business. Get it wrong and a lot of...
by Annette Franz | Jul 27, 2022 | customer experience, customer service, journey map, journey mapping, Uncategorized
I originally wrote this post for Wix Answers. It appeared on their site on February 3, 2022. Customer service is not only an important part of the customer experience but also of the success of a business. Get it wrong and a lot of other pieces of the customer...
by Annette Franz | May 19, 2021 | co-creation, design thinking, ideation, journey map, journey mapping, Uncategorized
I’ve been know to say, “You can’t transform something you don’t understand.” You don’t want to change things that are working well or that create value for your customers. So know the current state and what to fix and what to maintain before...
by Annette Franz | May 5, 2021 | customer experience, customer experience design, customer experience journey, empathy, empathy map, journey map, journey mapping, Uncategorized
Back in 2019, I shared an excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business, that outlines the various types of maps that you may encounter or use in your work to...
