by Annette Franz | Sep 30, 2026 | accountability, change management, commitment, culture, customer experience, dashboards, golden thread, leadership, listening, metrics, ROI, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on January 28, 2026. Customer Experience teams aren’t failing because they lack passion, tools, or data. They’re failing because, when improvement stalls, they ask the wrong questions. OK,...
by Annette Franz | Sep 10, 2025 | culture, customer experience, employee experience, executives, leadership, outcomes, people-centric, priorities, ROI, Uncategorized
I’ve seen and heard it countless times over the years: a People and Culture leader or a CX professional comes to the executive table asking for investment in employee experience (EX) or customer experience (CX), respectively, only to hear the same old tired line:...
by Annette Franz | Jul 17, 2024 | customer experience, customer experience journey, data, employee experience, metrics, ROI, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on May 2, 2024. This is a modified version of that post. I spend a lot of time talking to leaders about the value of a customer-centric culture. Sadly, their reactions are often disheartening...
by Annette Franz | Nov 29, 2023 | business outcomes, commitment, customer experience, customer experience design, customer feedback, desired outcomes, feedback, governance, outcomes, ROI, Uncategorized
I originally wrote today’s post for SurveyMonkey. A modified version appeared on their site on August 14, 2023. It’s hard to believe that executives still need to be convinced that they should be listening to the voice of the customer and making decisions based on...
by Annette Franz | Apr 28, 2021 | customer effort, customer experience, employee effort, ROI, Uncategorized
I originally wrote today’s post for GetFeedback. It appeared on their site on February 27, 2020. As a follow on to the post, Four Actions to Take on Customer Effort Feedback, you’re likely going to need to prove the ROI of reducing customer effort. In this post,...
by Annette Franz | Feb 5, 2020 | culture, customer experience, customer-centric culture, employee experience, ROI, Uncategorized
I originally wrote today’s post for Customer Contact Week (CCW). It appeared on their site on November 8, 2019. What does a customer-centric culture look like, and what are the benefits of designing such a culture? Customer-centric companies put the customer at...
