by Annette Franz | Jun 3, 2020 | culture, customer experience, customer experience design, customer-centric culture, governance, Uncategorized
A couple weeks ago, Sarah Simon shared her thoughts on warring factions experienced within many corporations around the world, specifically, the lack of unity between CX teams and other parts of the organization that are also trying to understand the customer and...
by Annette Franz | May 28, 2020 | agile, change, customer experience, listen, listening, proactive, Uncategorized
In this week’s guest post, we continue the series with five customer experience industry veterans sharing their experiences from previous crises to help get through the current crisis. This post was written by Stephanie Thum, CCXP – with contributions from...
by Annette Franz | May 26, 2020 | commitment, core values, culture, customer experience, CX strategy, CX vision, employee experience, governance, leadership, mission, Uncategorized, vision
I originally wrote today’s post for Forbes. It appeared on the Forbes site on August 16, 2019. A customer experience transformation is a lot of work. There are a lot of pieces that must come together, i.e., a lot of foundational elements that must be in place,...
by Annette Franz | May 21, 2020 | career, customer experience, CX career, CX strategy, strategy, Uncategorized
Today I’m pleased to share a long-overdue guest post by Sarah Simon. Throughout my career, I’ve enjoyed the thrill of several transitions between parallel (related, but different) professional camps. In each case, there was some level of misalignment...
by Annette Franz | May 19, 2020 | alignment, brand promise, commitment, customer experience, CX strategy, employee experience, journey map, journey mapping, strategy, Uncategorized
This post was originally published and shared on CCW Digital on February 19, 2020. The following is an abbreviated excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Journey...
by Annette Franz | May 13, 2020 | culture, leadership, strategy, Uncategorized
This week, I’m continuing my series about lessons and takeaways from the crisis we are living through right now. So far, I’ve covered whether you should cancel workshops or not, change is possible and survival of the fittest is real, customer-centric...
