by Annette Franz | Oct 6, 2021 | alignment, decision making, leadership, priorities, tools, Uncategorized
Last week, I wrote about the RICE Scoring Model, a method used to prioritize initiatives and make smarter decisions. I also mentioned a couple of other post in which I talked about prioritization methods and criteria: Prioritizing Your #CX Improvement...
by Annette Franz | Sep 29, 2021 | customer experience, decision making, leadership, priorities, Uncategorized
As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to build the business case and help your executives prioritize those initiatives – because...
by Annette Franz | Sep 8, 2021 | action, change, change management, customer experience, CX vision, employee experience, leadership, Uncategorized, vision
You know you need to make changes in the business, but there are competing forces, those that help to drive the change and those that impede the change. How do you identify and then solve for each of those and, ultimately, bring everyone together? I’ve written...
by Annette Franz | Aug 25, 2021 | change, change fatigue, change management, customer experience, employee experience, leadership, Uncategorized
The following is a modified excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), available now on Amazon in paperback and Kindle formats. Transforming your business to one that puts...
by Annette Franz | Aug 18, 2021 | alignment, change, change management, leadership, Uncategorized
I’ve written about change and change management several times over the years, especially last year. After all, customer experience management really is (all about) change management. Change is hard. Well, it can be. But it’s especially hard when not...
by Annette Franz | Aug 11, 2021 | alignment, culture, customer experience, leadership, Uncategorized
A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know. Back then I wrote: In business and especially in our customer experience work, we seek alignment – from both executives and employees. Executives...
