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...
by Annette Franz | Oct 30, 2018 | culture, customer experience, customer journey, customer service, customer-centric culture, transformation, voice of customer
Image courtesy of CMPThe customer experience profession has a lot of buzzwords. Or does it?I was recently given access to a report by the team at Customer Management Practice, organizers of the popular CCW (Customer Contact Week) events. The report is titled...
by Annette Franz | Aug 8, 2018 | champions, customer experience, customer-centric, customer-centric culture, employee experience, governance, transformation
Image courtesy of PixabayThis is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts. If you missed Part 1, see it here.I’ll dive right in with more details about your CX...
by Annette Franz | Aug 1, 2018 | champions, customer experience, customer-centric, customer-centric culture, employee experience, governance, transformation
Image courtesy of PixabayIn this two-part series, I’ll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation...
