Archive Author: Annette Franz

Archive Author: Annette Franz

16 Dec

Are You On the Customer Experience Naughty List?

Annette Franz

‘Tis the season… Santa’s making his lists and checking them twice. Oh no! Your company shows up on his Customer […]

20 Nov

Storytelling is a Trojan Horse for Customer Experience Learning

Annette Franz

What is storytelling, and why is it an important tool to have in your CX Toolbox? In a post I […]

22 Oct

Measure Twice, Cut Once (A Mantra for CX Change Management)

Annette Franz

How well do you vet any process improvements or other changes within your organization before you make them? I’ve used […]

25 Sep

Customer Satisfaction Means Never Confusing Your Customer

Annette Franz

Are your customers confused? Do you even know what that means? And do you know what the implications of customer […]

2 Sep

8 Steps for Customer Experience Change Management

Annette Franz

[The original post appeared on the CX Journey blogsite on August 26, 2014.] How well are your change management efforts […]

19 Jun

Where is the CX Inflection Point in Your Customer Engagement?

Annette Franz

There comes a time in every company’s history, present time, or future when it must change or adapt – or […]

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