Annette Franz
I had another column in the hopper, but when this article came across my desk, followed by a phone conversation with Bob Chapman, I knew I needed to write something different, something that is top...
Annette Franz
Do you feel like you’re not making the progress in your customer experience (CX) transformation efforts that you thought or hoped you would by now?
You started years (not months—it’s a journey)...
Annette Franz
Why is employee engagement at an all-time low? Why is turnover as high as it is? Why are employees constantly looking for better opportunities?
Think about those questions, along with what I...
Annette Franz
When you think of the phrase “inside-out” relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly.
“Inside-out” means...
Annette Franz
There’s a problem with journey maps? Well, not with the maps themselves but with how people talk about them.
I love attending webinars and reading articles about journey mapping because I’m...
Annette Franz
I recently saw an article with an image that included a quote from Antonio Banderas: “Expectation is the mother of all frustration.”
Honestly, this is true in life, in all relationships....
Annette Franz
What motivates you to go to work every morning? What drives you to do good work every day? What motivates you to want to work for your employer every day? What are the things that your manager and...
Annette Franz
In May 2016, I spoke at CallidusCloud Connections (C3); if you’ve never been to this event, be sure to check it out this year. The topic of my session was “The Seven Deadly Sins of Customer...
Annette Franz
How well does your decision-making process work for you? Are you able to go from decision to solution to action with ease?
This is the second part of my two-part series on Peter Drucker’s five...
Annette Franz
Have you adopted a decision-making process that works well for you? If you have, I’d love to hear about it. If not, read on. As a leader, your next best action is based on making a decision as to...
