by Annette Franz | Jan 15, 2020 | culture, customer experience, customer retention, customer understanding, customer-centric, customer-centric culture, employee experience, Uncategorized
One of my proudest accomplishments of 2019 (or ever) is writing and publishing my first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). It was something I’d been wanting to do...
by Annette Franz | Jun 12, 2019 | customer experience, design thinking, employee experience, journey mapping, service blueprint
In today’s post, I reveal the secret sauce for journey mapping success. Are you ready? There’s a lot of bad press out there about journey mapping. And there’s a lot of bad journey mapping (or what people think is journey mapping). A few months ago, I...
by Annette Franz | Jul 9, 2018
ABOUT ABOUT CX JOURNEY INC. CX Journey Inc. is a customer experience strategy consulting firm that specializes in laying the groundwork required to establish a CX roadmap and strategy that will drive your culture transformation efforts and ensure that the customer is...
by Annette Franz | Nov 2, 2016 | customer experience, customer feedback, listening, voice of customer
Image courtesy of PixabayFor today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you’re delivering your customer experience – without...
by Annette Franz | Sep 15, 2015 | customer experience, cxjourney, journey map, journey mapping
This post is a modified version of a post I originally published on Touchpoint Dashboard’s blog on April 1, 2015. As part of your journey mapping efforts, you’ll likely (well, need to) create two types of maps: (1) current state maps (2) future state maps...
