by Annette Franz | Jun 10, 2020 | communication, culture, employee experience, employee productivity, feedback, leadership, management, productivity, Uncategorized, workplace
I’m pleased to have co-authored this post with Ben Motteram, aka CXpert. It was previously shared on his site on May 26, 2020. Starting in mid-March this year, in response to the COVID-19 pandemic, many countries around the globe locked down their residents,...
by Annette Franz | May 26, 2020 | commitment, core values, culture, customer experience, CX strategy, CX vision, employee experience, governance, leadership, mission, Uncategorized, vision
I originally wrote today’s post for Forbes. It appeared on the Forbes site on August 16, 2019. A customer experience transformation is a lot of work. There are a lot of pieces that must come together, i.e., a lot of foundational elements that must be in place,...
by Annette Franz | May 13, 2020 | culture, leadership, strategy, Uncategorized
This week, I’m continuing my series about lessons and takeaways from the crisis we are living through right now. So far, I’ve covered whether you should cancel workshops or not, change is possible and survival of the fittest is real, customer-centric...
by Annette Franz | Apr 8, 2020 | change, change management, CX Darwinism, leadership, Uncategorized
All great changes are preceded by chaos. -Deepak Chopra Yes, we are living in challenging and uncertain times. Some might call this chaos, but I wouldn’t go that far at all. We will get through this. And when we do, we have a lot to take away from this crisis....
by Annette Franz | Mar 11, 2020 | employee experience, leadership, servant leadership, truly human leadership, Uncategorized
A few months ago, I wrote a detailed post about employee experience called What Exactly is Employee Experience? In that post, I shared: It’s not just about the impact on the customer experience – it’s also about the impact on employees. It’s about treating them like...
by Annette Franz | Mar 4, 2020 | CEO, customer experience, executives, Forbes, leadership
This is a modified version of a post I originally wrote for Forbes. It appeared on the Forbes site on June 13, 2019. A version of this also happens to have made it as the closing chapter of my book, Customer Understanding: Three Ways to Put the “Customer”...
