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 | 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...
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...
