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...
by Annette Franz | Nov 20, 2019 | customer experience, customer service, journey mapping
Understanding the difference between customer experience and customer service will save you money in your contact center! There’s a quote (which I may have evolved over the years) from Chris Zane, founder of Zane’s Cycles, that goes like this: “Customer service is...
by Annette Franz | Oct 30, 2019 | customer understanding, journey map, journey mapping, keynote speaker, speakers, Uncategorized, understanding
I’m excited to be a keynote speaker at CCW Nashville in January. As part of our partnership, I am 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 that Lemon...
by Annette Franz | Sep 4, 2019 | customer experience lifecycle, customer journey, journey map, journey mapping, moment of truth, service blueprint, touchpoint mapping, touchpoints
Today’s post in an excerpt from my first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). The book is available on Amazon as of this morning! Transforming the customer...
by Annette Franz | Aug 14, 2019 | customer experience, customer experience design, customer experience journey, customer journey, CX vision, cxjourney, journey map, journey mapping, service blueprint, Uncategorized
Are you using journey mapping to design a better future-state experience and to deliver new value for your customers – with your customers? One of a dozen or so journey mapping myths that I’ve written about over the last few years is that you can’t...
