by Annette Franz | Jun 17, 2026 | culture, employee experience, golden thread, leadership, transformation, Uncategorized
Which comes first, mindset or behavior? Leaders have been asking this question for decades (well, I know I have), and most of them have been answering it wrong. The common assumption is that behavior is the practical entry point, one that is visible, measurable, and...
by Annette Franz | Nov 12, 2025 | accountability, culture, culture change, customer-centric culture, governance, leadership, transformation, Uncategorized
Culture transformation efforts often begin with bold aspirations: new values, lofty purpose statements, and visions of how the organization will “show up” differently. But those efforts frequently fall short, not because the vision is unclear, but because...
by Annette Franz | Apr 23, 2025 | change, change management, culture, culture change, customer experience, employee experience, leadership, transformation, Uncategorized
In business transformation work, whether it’s culture, employee experience, or customer experience, the most powerful shifts don’t happen because of a single program or a top-down mandate. They happen when people observe, practice, and pass on new ways of...
by Annette Franz | Jul 12, 2023 | culture, culture change, customer-centric, customer-centric culture, leadership, transformation, Uncategorized
I originally wrote this article for Forbes. It appeared on their site on April 26, 2023. Customer-centricity provides a competitive advantage for the business, both from an employee and a customer perspective. Who wouldn’t want to work for – or buy from – a company...
by Annette Franz | Jun 5, 2019 | customer experience, customer experience journey, cxjourney, Forbes, transformation
I originally wrote today’s post for Forbes. It appeared on the Forbes site on October 18, 2018. I’ve made some slight modifications since then, as it turned into a two-part series. The good news is that you’ve embarked on a customer experience...
by Annette Franz | Jan 30, 2019 | customer experience, customer experience journey, CX strategy, CX vision, cxjourney, employee experience, transformation
Do you know all of the building blocks of a customer experience transformation strategy? I’ve mentioned the CX Perception Gap before, right? You might know it as Bain’s Delivery Gap, which states findings from their 2005 research: 80% of executives believe...
