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.
Tag: customer experience
May 4, 2021
Why you need to join up listening to your customers and your employees
Join up your listening to your customers (VoC) and listening to your employees (VoE) programmes, to really drive Trust argues Peter Lavers.
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.
Preparing for the Digital Human customer in your business
Are you preparing for a digital human customer in your business? CX expert, Peter Lavers, shares research from SAS on how CX needs to adapt to digitisation.
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?
Bringing it to life, from blue sky ambition to operational execution
Bringing to life your blue sky ambitions to make them an operational reality, guest blogger Gerry Brown shares how to bridge what is too often a chasm in CX
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
The vital need for accountability to deliver Customer Insight
Why accountability is needed to avoid nobody acting on Customer Insight. Guest blogger, Ian Golding shares a story for CX leaders that also applies to us.
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.
Lies, damn lies & the wrong statistics, measuring what matters, part 1
Building on this month’s focus, the reality of applying analytics in businesses, let’s tackle the issue of the wrong statistics. False comfort can be achieved […]