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 | Nov 30, 2022 | business, customer experience, employee experience, leadership, tools, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on September 12, 2022. As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to...
by Annette Franz | Oct 6, 2021 | alignment, decision making, leadership, priorities, tools, Uncategorized
Last week, I wrote about the RICE Scoring Model, a method used to prioritize initiatives and make smarter decisions. I also mentioned a couple of other post in which I talked about prioritization methods and criteria: Prioritizing Your #CX Improvement...
by Annette Franz | May 24, 2017 | commitment, customer experience, CX strategy, employee engagement, tools
I originally wrote today’s post for Clicktools. It appeared on their blog on August 29, 2016.Quite simply: without employees, you have no customer experience.The linkage between employee engagement and experience and the customer experience has been proven....
by Annette Franz | Sep 6, 2016 | continuous improvement, process improvement, root cause, tools
Have problems? How are you solving them so that they never happen again?How are you getting at the root cause of any issues you or your customers are having? What types of root cause analyses (RCA) are you conducting? Or are you even thinking about RCA?Conducting some...
by Annette Franz | May 12, 2015 | customer experience, data, storytelling, tools, voice of customer
I originally wrote today’s post for Intradiem. It appeared on their blog on November 20, 2014. What is storytelling, and why is it an important tool to have in your CX Toolbox? In a post I wrote several months ago, I outlined the 5 Rules for Turning Data into...
