by Annette Franz | Jul 8, 2020 | customer experience, design thinking, employee experience, journey map, journey mapping, Uncategorized
Thank you to Amit Asamwar for posing a question to me on LinkedIn, after I shared a post about journey mapping. His question is one that I am frequently asked. “One query that I wanted to ask about Journey Mapping is that how long can these be considered valid...
by Annette Franz | May 19, 2020 | alignment, brand promise, commitment, customer experience, CX strategy, employee experience, journey map, journey mapping, strategy, Uncategorized
This post was originally published and shared on CCW Digital on February 19, 2020. The following is an abbreviated excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Journey...
by Annette Franz | Apr 15, 2020 | customer experience, customer experience design, customer feedback, data, employee experience, journey map, Uncategorized, user experience
I’m pleased to share another guest post by Lexie Lu of Design Roast. Keeping a positive customer experience (CX) in the middle of the COVID-19 pandemic may require thinking outside the box a bit. Fear and worry drive many people during difficult times. No matter...
by Annette Franz | Mar 25, 2020 | customer experience, customer experience journey, employee experience, journey map, journey mapping, Uncategorized
Another question (recall, last week’s question was about CX teams) that has been posed regularly over the last couple of weeks is, “Should we cancel our journey mapping workshops?” or “Is it possible to conduct journey mapping workshops...
by Annette Franz | Dec 31, 2019 | culture, customer experience, customer journey, customer understanding, customer-centric, customer-centric culture, employee experience, employee-centric, employees, journey map, journey mapping, Uncategorized
I started the CX Journey™ blog in 2011, with a nervous twitch and an intense curiosity about who on earth would ever read what I write?! I’m thankful for you, my readers, this year and every year, as your curiosity and continued readership has kept my writing...
by Annette Franz | Nov 26, 2019 | customer effort, customer service, customer understanding, employee effort, journey map, journey mapping, keynote speaker, service blueprint, speakers, Uncategorized, understanding
I’m excited to be a keynote speaker at CCW Nashville in January. As part of our partnership, I am once again sharing some of the content created by my fellow event speakers and offered on the CCW website. In today’s post, I’m sharing a few tidbits...
