by Annette Franz | May 21, 2020 | career, customer experience, CX career, CX strategy, strategy, Uncategorized
Today I’m pleased to share a long-overdue guest post by Sarah Simon. Throughout my career, I’ve enjoyed the thrill of several transitions between parallel (related, but different) professional camps. In each case, there was some level of misalignment...
by Annette Franz | May 19, 2020 | alignment, brand promise, commitment, customer experience, CX strategy, employee experience, journey map, journey mapping, strategy, Uncategorized
This post was originally published and shared on CCW Digital on February 19, 2020. The following is an abbreviated excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Journey...
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 | Dec 22, 2015 | decision making, groupthink, leadership, planning, strategy
When it’s decision-making time, is there someone on your team who always plays devil’s advocate? And how do you view that person? Does he frustrate you? Or are you happy for an opposing view to drive alternative thinking or to facilitate deeper...
by Annette Franz | May 22, 2015 | customer experience, leadership, strategy
Image courtesy of PixabayIn your CX work, do you focus on the big picture or just on the task at hand?At the CXPA Insight Exchange in San Diego a couple weeks ago, the keynote speaker for the first day of the event was Derrick Hall, President and CEO of the Arizona...
by Annette Franz | Oct 9, 2014 | brand values, customer experience, CX Day, CX strategy, strategy
Image courtesy of PixabayHow do you link your customer experience strategy with your corporate strategy?As many of you know, earlier this week we celebrated the second annual CX Day, a day to celebrate both customers and the professionals who work tirelessly to...
