voice of employee Archives

Leaders: Time to Conduct Listening Tours That Actually Change Your Business

by Annette Franz | Sep 23, 2026 | culture, customer experience, employee experience, leadership, listening, outcomes, Uncategorized, voice of employee

I originally wrote today’s post for MarTech. It appeared on their site on May 27, 2026. Most executive or leadership listening tours fail for one simple reason: They were designed to (just) collect feedback instead of uncovering truth. Meetings get scheduled, leaders...

Insight Is Evidence, Not an Answer

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...

Building a Culture of Listening AND Action

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...

Debunking Employee Experience Myths Leaders Need To Stop Believing

by Annette Franz | Jun 4, 2025 | culture, employee engagement, employee expectations, employee experience, employee feedback, employee understanding, leadership, Uncategorized, voice of employee

Last year I wrote a wildly popular article about Debunking Your Biggest Customer Experience Misconceptions. Since then, as you know, I’ve written a book titled Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business...

Activating Your Employees for Better Business Outcomes

by Annette Franz | Feb 14, 2024 | culture, employee engagement, employee expectations, employee experience, employee feedback, employee understanding, Uncategorized, voice of employee

If you’ve never attended Medallia’s annual Experience conference, you need to plan to attend next year. Last week, I spent a few days in Vegas at Experience 2024, and between the new product announcements and the celebrity keynotes, the event was packed...

Let’s Get to the Root of Your Customers’ Issues

by Annette Franz | Feb 22, 2023 | closed-loop process, customer feedback, employee feedback, feedback, root cause, Uncategorized, voice of customer, voice of employee

I originally wrote today’s post for NICE Ltd. It appeared on their site on December 8, 2022. Your Voice of the Customer (VOC) program is a rich source of data that, when used properly, fuels and informs your customer experience (CX) strategy—providing your...