by Annette Franz | Jun 7, 2023 | culture, customer experience, customer experience design, customer-centric culture, data, employee experience, leadership, technology, tools, Uncategorized
I originally wrote today’s post for CX Network. It appeared on their site on March 8, 2023. In a world where products and services are becoming more and more commoditized, customer experience is the only true and sustainable differentiator. That means that...
by Annette Franz | Mar 30, 2022 | artificial intelligence, customer experience, empathy, technology, Uncategorized
Is it possible to put empathy into action? In short, the answer is, “Yes.” I recently got a copy of Dr. Natalie Petouhoff’s book, Empathy In Action: How to Deliver Great Customer Experiences at Scale, which she co-wrote with Tony Bates, chairman and...
by Annette Franz | Nov 10, 2021 | collaboration, culture, customer experience, customer-centric culture, governance, technology, Uncategorized
I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021. We know that the customer experience is important to the success of any organization. Customers are king, and they vote with their wallets – and with their feet. It’s...
![Customer [insert term here]: What Do They All Mean?](https://cx-journey.com/wp-content/uploads/2021/01/business-5779840_640.jpg)
by Annette Franz | Jan 27, 2021 | account management, automation, customer experience, customer improvement, customer service, customer success, technology, Uncategorized
Here’s an uncomfortable – yet indisputable – truth: you are in business to create and to nurture customers. Without customers – and especially without employees to create your products and to serve your customers – you have no business. Regardless of company size,...
by Annette Franz | Jul 22, 2020 | big data, customer experience, data, marketing, technology, Uncategorized
I originally published today’s post for Oracle CX. It appeared on their site on March 20, 2019. The connected customer is always consuming information and leaving digital fingerprints, providing two data streams that modern marketers must access and then integrate...
by Annette Franz | Jul 24, 2019 | customer experience, technology, Uncategorized
Today I’m pleased to share a guest post by Dwayne Charrington.Technology surrounds us in countless applications, right from the simplest of mechanical devices operated manually, like twisting a doorknob, to the most-sophisticated electronic devices, like...
