CX author Annette Franz shares why you should humanise your automation to ensure positive customer & employee experiences, not just processes.
Analytics & Customer Insight leaders can learn from their peers. Annette Franz shares on why & how CX leaders develop a compelling CX vision.
Do you have to cancel planned Customer Journey Mapping workshops due to lockdown? Can you run such a workshop online? Annette Franz shows us how.
Annette Franz shares 19 signs that your customers are not that into you. What can you learn from these 19 tell tale signs of a flawed relationship?
Do you tell your team the values you want them to have or do you show them? Guest blogger, Annette Franz, shares why leaders need to show not just say.
“You can lead a horse to insights but you can’t make it execute”. Guest blogger, Annette Franz, shares tips for progress on vital need to execute on insight
Continuing our series to help improve your Voc program, here are 10 more mistakes to avoid. After the popularity of her first post in this […]
How is your VoC program performing? Guest blogger, Annette Franz, shares 10 all too common Voice of Customer program mistakes & how to avoid them.
How can you achieve Data-Driven success as a business? Guest blogger, Annette Franz, shares 5 steps along the continuum to being a data-driven business.
Returning to the theme of applications of analytics, I’m delighted to shift our focus to prescriptive analytics. Whether you recall the heydays of CRM & […]
Continuing our series of leaders sharing lessons learnt, a CX leader shares on an employee-centric culture. Annette Franz is a one of our regular guest […]
Let’s return to Weology and the challenges the author, Peter Aceto, faced in changing culture. It has been great to hear that many of you […]