by Annette Franz | Mar 8, 2023 | collaboration, communication, culture, customer experience, employee experience, leadership, silos, Uncategorized
I originally wrote today’s post for Medallia. It appeared on their site on December 14, 2022. Fact: Your brand has connected customers. That shouldn’t be a surprise. These are customers who interact with your brand via your website, their mobile phones, your apps,...
by Annette Franz | Jan 25, 2023 | culture, employee engagement, employee experience, employee feedback, leadership, Uncategorized
I originally wrote today’s post for Coveo. It appeared on their site on November 9, 2022. Probably one of the hottest topics in business over the last year or so has been the Great Resignation (Reshuffle, Reset, Renegotiation, Rethink, Reimagination, etc.). The...
by Annette Franz | Jan 11, 2023 | employee engagement, employee expectations, employee experience, employee feedback, employee happiness, feedback, leadership, Uncategorized
I originally wrote today’s post for Medallia. It appeared on their site on August 31, 2022. Employee experience is a hot topic right now. Finally, right? The Great Resignation really turned the focus onto employees and on understanding what’s driving them to switch...
by Annette Franz | Dec 21, 2022 | culture, culture change, customer experience, customer-centric culture, employee experience, leadership, Uncategorized
It was a busy year of interviews and podcasts to spread the word about my new book, Built to Win: Designing a Customer-Centric Culture That Drives Value For Your Business. I wrote this book mostly for company executives and leaders (including Board members – yes,...
by Annette Franz | Dec 14, 2022 | culture, customer experience, customer-centric culture, employee experience, leadership, Uncategorized
It’s that time of the year again: time to reflect on what was, what is, and what’s to come. It seems that hot topics this past year were, not surprisingly (for a variety of reasons), employee experience and culture (among others). It could be because I...
by Annette Franz | Nov 30, 2022 | business, customer experience, employee experience, leadership, tools, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on September 12, 2022. 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...
