by Annette Franz | Feb 4, 2026 | action, culture, data, decision making, golden thread, insights, leadership, Uncategorized, voice of customer, voice of employee
Organizations don’t stall because they lack insight. They stall because they mistake insight for the answer. There’s this expectation that insight should/will arrive already translated into a decision. Shocking news: It doesn’t. And it shouldn’t. Insight...
by Annette Franz | Jan 28, 2026 | action, culture, customer feedback, employee feedback, feedback, leadership, listening, Uncategorized, voice of customer, voice of employee
Fact: Most organizations listen more than they act. They survey employees, capture customer feedback, and publish dashboards filled with insight (well, with numbers). And yet, the same issues persist quarter after quarter. Trust erodes. Participation declines. Leaders...
by Annette Franz | Sep 18, 2024 | customer experience, customer experience design, customer experience journey, Uncategorized, voice of customer
I originally wrote today’s post for MarTech. It appeared on their site on May 16, 2024. It’s important that everyone is clear on the definition of customer experience because there are so many incorrect uses of the term and misconceptions about the concept...
by Annette Franz | May 22, 2024 | customer experience, customer feedback, customer understanding, feedback, Uncategorized, voice of customer
I originally wrote today’s post for CX Network. It appeared on their site on March 19, 2024. Customer feedback is the life blood of a customer-centric organization. As I like to say, customer understanding is the cornerstone of customer-centricity. Getting feedback...
by Annette Franz | Sep 27, 2023 | customer experience, customer feedback, data, digital, feedback, Uncategorized, voice of customer
I originally wrote today’s post for Concentrix. It recently appeared on their site. The race toward digital transformation is on, with investments in these efforts expected to reach $3.4 trillion in 2026. Brands that are just beginning their journey to digitize are...
by Annette Franz | Jun 28, 2023 | customer effort, customer expectations, customer experience, customer understanding, customer-centric, customer-centric culture, Uncategorized, voice of customer
For all the talk about customer-centricity, some businesses ironically downplay the actual voiceof the customer. They chase trends and make investments without fully considering how theseinitiatives will transform the customer experience. That’s how CCW starts...
