by Annette Franz | Sep 2, 2026 | core values, culture, employee experience, leadership, teamwork, Uncategorized
I originally wrote this post for Contact Center Pipeline. It appeared on their site in September 2025. Every company has a culture, whether it’s the one you design or the one you allow. But in many organizations, there are actually two: the mission culture, i.e., what...
by Annette Franz | Mar 10, 2021 | customer experience, product design, product experience, teamwork, Uncategorized, user experience
I originally wrote today’s post for GetFeedback. It appeared on their site on July 19, 2020. Designing and delivering a cohesive end-to-end customer experience is important for brands to do. To make this happen, your entire organization must be integrated and aligned...
by Annette Franz | Dec 13, 2018 | customer experience, CX team, hiring, insights, talent, teamwork
Image courtesy of PixabayToday I’m pleased to share a guest post by Liliana Petrova of DoingCXRight that is based on her experience hiring CX teams. This post originally appeared on her site on November 21, 2018.Although customer experience has been around for a...
by Annette Franz | Dec 6, 2017 | collaboration, culture, employee experience, leadership, silos, teamwork
Image courtesy of PixabayDoes your company suffer from the “not my job (NMJ) syndrome?” When was the last time you heard someone being asked to do some task that wasn’t outlined in their job description, only to respond with, “That’s not...
by Annette Franz | Sep 8, 2015 | cooperation, efficiency, employee effort, employee experience, leadership, productivity, teamwork
Image courtesy of PixabayLooks like I’m on a productivity kick at the moment. Last week, I wrote about the difference between busy work and real work in your customer experience transformation.Today, I’m inspired by this TED@BCG London Talk by Yves...
by Annette Franz | Jul 17, 2015 | employee engagement, employee experience, employee ownership, employees, leadership, teamwork
Image courtesy of PixabayEmployee passion drives results.That’s the title of a blog post I wrote back in 2012. Without question, that statement still holds true today.When employees have a real sense of pride in their work, when they take ownership in what they...
