by Annette Franz | Jul 29, 2026 | customer experience, customer experience design, data, emotions, personalization, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on March 31, 2025. What if the key to customer loyalty isn’t faster shipping or flashier ads but a cleverly timed stroll down memory lane? A new wave in customer experience (CX) is gaining...
by Annette Franz | Jan 15, 2025 | brand promise, customer expectations, customer experience, customer experience design, employee experience, personalization, Uncategorized
Customers’ expectations for the experience with your brand are high – and constantly evolving. In today’s competitive business landscape, brands are always seeking innovative ways to enhance engagement and build stronger connections with their customers. A...
by Annette Franz | Dec 11, 2024 | contact center, customer experience, customer service, data, journey orchestration, omnichannel, personalization, Uncategorized
I originally wrote today’s post for Sprinklr. It appeared on their site on March 4, 2024. The contact center is a pivotal touchpoint in the customer journey. It’s the primary channel used by customers to interact with your company, especially post-purchase....
by Annette Franz | Nov 26, 2024 | artificial intelligence, customer experience, customer journey, employee experience, personalization, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on January 30, 2024. In today’s competitive business landscape, brands are constantly seeking innovative ways to capture the attention and loyalty of their customers. A prevailing...
by Annette Franz | Nov 13, 2024 | customer experience, customer loyalty, customer understanding, loyalty, omnichannel, personalization, Uncategorized
I originally wrote today’s post for CX Network. It appeared on their site on July 8, 2024. Problem Statement: Loyalty, incentivized or otherwise, is harder to win than ever before, and in a competitive marketplace, more companies are looking to customer experience as...
by Annette Franz | Nov 6, 2024 | automation, customer experience, digital, omnichannel, personalization, Uncategorized
I originally wrote today’s post for HYPERVSN. It appeared on their site on October 3, 2024. It was a preface to a webinar we did together about Exceeding Customer Expectations with AI-Powered Holographic Humans, which you can still view on demand. In the rapidly...
