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...
by Annette Franz | Oct 28, 2020 | customer experience, customer understanding, employee experience, journey map, journey mapping, Uncategorized, understanding
The first step in my six-step journey mapping process is Plan. This step includes all the prep work to get ready for your journey mapping workshop, including: identifying the personas for which you’ll map; the objectives, scope, outcomes, and success metrics of the...
by Annette Franz | Oct 18, 2020 | brand promise, customer experience, journey map, journey mapping, marketing, moment of truth, touchpoint mapping, touchpoints, Uncategorized
I originally published today’s post for Oracle CX. It appeared on their site on October 7, 2019. I’ve been known to say that you can’t transform something you don’t understand. If you don’t know and, more importantly, understand what the current state of the...
by Annette Franz | Jul 29, 2020 | customer experience, design thinking, employee experience, journey mapping, Uncategorized, workshops
Do you have the right people in the room for your journey mapping workshops? I’m often asked about who should participate in journey mapping workshops. The obvious answer is the customer – or so you’d think. Let’s take a look at who should be...
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 | Jul 1, 2020 | communications, customer experience, employee experience, journey mapping, leadership, Uncategorized
I recently listened to an Inc.com RealTalk Business Reboot webinar with Simon Sinek in which he talked about how leaders inspire, even in times of crisis. He talked about how some folks have asked him questions about leadership and what to do in “these uncertain...
