by Annette Franz | Aug 20, 2025 | artificial intelligence, culture, customer experience, customer-centric culture, data, employee experience, leadership, technology, Uncategorized
Culture determines how AI shows up in your customer experience – intelligent, intentional, and human, or disconnected and damaging. The choice is yours. AI is everywhere, but is it actually improving your customer experience, or just making it faster and colder?...
by Annette Franz | Jun 18, 2025 | artificial intelligence, culture, customer experience, customer experience design, customer-centric culture, employee experience, leadership, technology, Uncategorized
A few weeks ago, I wrote about the evolving roles of customer experience (CX) leadership, including (and especially) how critical integrating employee experience (EX) is to the five key shifts shaping the future of CX leadership. This is an important topic to address...
by Annette Franz | May 21, 2025 | artificial intelligence, culture, customer experience, customer-centric culture, employee experience, employee productivity, empower employees, leadership, people-centric, technology, truly human leadership, Uncategorized
In boardrooms across a multitude of industries around the world, conversations about business transformation are accelerating, for a variety of reasons. AI, automation, analytics – these tools are now central to strategic roadmaps. But here’s the growing danger:...
by Annette Franz | May 14, 2025 | analytics, chief customer officer, culture, customer experience, customer-centric culture, data, employee experience, leadership, technology, Uncategorized
As customer expectations continue to rise and technology evolves at an unprecedented pace, customer experience (CX) leaders are being called to transform – not just their strategies but their very own roles. No longer can CX be treated as a siloed function or...
by Annette Franz | Jan 22, 2025 | analytics, artificial intelligence, customer experience, data, employee experience, technology, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on November 26, 2024. Customers’ expectations for the experience with your brand are high – and constantly evolving. In today’s competitive business landscape, brands are always seeking...
by Annette Franz | Apr 10, 2024 | artificial intelligence, communication, communications, customer experience, employee experience, technology, Uncategorized
I wrote today’s post for RingCentral; it covers the power of communication in the customer experience and includes how AI can redefine your communication strategy for better customer engagement. Communication is one of the most overlooked components of the customer...
