Humanise your automation to ensure a positive employee experience
CX author Annette Franz shares why you should humanise your automation to ensure positive customer & employee experiences, not just processes.
Author: Annette Franz
May 4, 2021
What analytics leaders can learn from the power of having a CX Vision
Analytics & Customer Insight leaders can learn from their peers. Annette Franz shares on why & how CX leaders develop a compelling CX vision.
Can you run a Customer Journey Mapping workshop from your home?
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.
19 signs that your customers are just not that into you
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?
Values-based Leaders need to Show not just Say how they are different
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
“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
10 more all too common mistakes and how to improve your VoC program
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 […]
10 all too common VoC program mistakes and how to avoid them
How is your VoC program performing? Guest blogger, Annette Franz, shares 10 all too common Voice of Customer program mistakes & how to avoid them.
5 steps to move along the continuum toward data-driven success
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.
Prescriptive Analytics and why it matters for improved CX
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 & […]
Employee-centric culture, a CX leader shares a lesson learnt
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 […]
Weology part 2 – how to go about changing culture to We
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 […]