by Annette Franz | Nov 19, 2025 | customer experience, customer success, journey mapping, metrics, Uncategorized, value
I originally wrote today’s post for MarTech. It appeared on their site on May 29, 2025. According to a 2024 Gainsight report, 73% of churned customers said they never saw value early enough to justify their investment. In an era of instant gratification and eroding...
by Annette Franz | Jul 23, 2025 | action, closed-loop process, customer experience, customer understanding, customer-centric, customer-centric culture, data, feedback, insights, journey mapping, operationalize, personas, Uncategorized
I still see people using the term “customer-centric” incorrectly. What does it truly mean to be customer-centric? It looks like this: There are no discussions, no decisions, no designs without bringing in the customer and her voice, without asking how it...
by Annette Franz | Jan 10, 2024 | customer experience, customer experience journey, customer journey, journey management, journey mapping, Uncategorized
I originally wrote today’s post for Measures Consulting. It appeared on the Enghouse Interactive blog on September 7, 2023. Customers’ expectations about their experiences during every stage of the relationship with the brands with which they interact have...
by Annette Franz | Sep 20, 2023 | customer experience, customer experience design, customer experience journey, customer journey, journey mapping, journey orchestration, Uncategorized
Today’s post is the second in a two-part series by Ben Motteram, customer experience strategist and founder of consulting firm CXpert. (If you missed the first part, here’s the link.) I share this series because it covers a hot topic in customer experience...
by Annette Franz | Sep 13, 2023 | customer experience, customer experience design, customer journey, journey map, journey mapping, journey orchestration, Uncategorized
Today’s post is the first in a two-part series by Ben Motteram, customer experience strategist and founder of consulting firm CXpert. I share this post because it covers a hot topic in customer experience circles today: journey orchestration. Ben recently had a...
by Annette Franz | May 24, 2023 | customer experience, customer experience journey, customer journey, customer success, journey map, journey mapping, personas, sales, Uncategorized
This is the second of a two-part series on the various journeys we attribute to different constituents of our businesses. What are they? How do they differ? Why is it important to differentiate? And who needs to be involved and engaged when? That and more can be found...
