by Annette Franz | Jan 7, 2026 | culture, culture change, customer experience, customer understanding, employee experience, employee understanding, leadership, truly human leadership, Uncategorized
… and the truths that actually drive culture, employee experience, and customer experience As we kick off 2026, leaders are still tripping over the same problem: They keep saying things that sound right about culture, employee experience (EX), and customer...
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 | Apr 12, 2023 | culture, customer-centric culture, employee engagement, employee experience, leadership, truly human leadership, Uncategorized, workplace
I recently saw this quote by Bill Marklein: Culture is how employees’ hearts and stomachs feel about Monday morning on Sunday night. I love that. It’s so true. I really believe that, if your company had a strong and healthy culture, the “Sunday...
by Annette Franz | Jun 22, 2022 | employee engagement, employee experience, employee retention, leadership, servant leadership, truly human leadership, Uncategorized
I’ve written many times about the importance of the employee experience, both on its own and in connection with the customer experience. We cannot talk about (and do something about) the employee experience enough these days. It’s a mess. (Consider this:...
by Annette Franz | Mar 11, 2020 | employee experience, leadership, servant leadership, truly human leadership, Uncategorized
A few months ago, I wrote a detailed post about employee experience called What Exactly is Employee Experience? In that post, I shared: It’s not just about the impact on the customer experience – it’s also about the impact on employees. It’s about treating them like...
by Annette Franz | May 29, 2019 | core values, culture, customer experience, employee experience, leadership, mission, purpose, servant leadership, truly human leadership, vision
This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first...
