CX, EX and ROX Blog

September 10, 2020

Does Corporate Purpose Need A New Purpose?

While most of us think about “corporate purpose” as companies adopting programs to promote public good beyond what directly benefits their bottom lines, I wonder if a bigger, more complex transformation is at hand?

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Jonathan Salem Baskin, corporate environment, corporate purpose, business transformation
September 10, 2020

Blow Up Your Corp Comms

The world we knew at the start of 2020 longer exists. Covid has disrupted how we work, live, and learn, and the only certainty about the future is that we’re not returning to the past.

Therefore, it’s the perfect time to disrupt how your company (and how you) communicate.

No, it’s past time, and it’s not an opportunity, it’s a requirement. Your stakeholders require novel approaches, and your management wants better ideas that cost less money.

So, here are 5 ways you could disrupt what you do:

The Gauntlet To Mediocrity

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corporate communication, Jonathan Salem Baskin, leadership
August 27, 2020

Change Management Step #1: Sense of Urgency

I’ve written many times over the years about change, including posts on change management, change vision, change fatigue, and more.

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Annette Franz (Gleneicki), change management, customer experience
August 27, 2020

CX Journey™ Musings: The New Purpose of a Business – One Year Later

Stakeholderism. Shareholderism. Two words we don’t talk about much in the CX world – at least not in the “-ism” format. I’ll come back to these concepts in a moment, as they are closely linked to what I’m writing about today.

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Annette Franz (Gleneicki), business, corporate social responsibility, customer experience, employee experience
August 27, 2020

People, Not Channels

If your sales team approached customers the way we communicators talk at our stakeholders, your company would go out of business.

The differences are shocking, and for years they’ve been evident in the different ways each department is treated:

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Jonathan Salem Baskin, customer experience, sales, communication strategy
August 11, 2020

Defining and Communicating Your Intended Customer Experience

I originally wrote today’s post for the CXPA. It appeared on the CXPA site on April 15, 2020, as part of a series on CX as a Strategy for Resilience. Be sure to check out the entire series.

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Annette Franz (Gleneicki), customer experience, customer understanding
August 11, 2020

Journey Mapping Workshops: Do You Have the Right Participants?

Do you have the right people in the room for your journey mapping workshops?

I’m often asked about who should participate in journey mapping workshops. The obvious answer is the customer – or so you’d think. Let’s take a look at who should be in the room (in-person or virtual).

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Annette Franz (Gleneicki), journey mapping, customer experience, employee experience, workshops
July 24, 2020

5+ Ways to Socialize and Operationalize Your Core Values

I originally published today’s post on Forbes. It appeared on their site on November 18, 2019. I’ve made some additions and edits since writing the original, so this is a slightly modified version of that post.

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core value, customer-centric culture, Annette Franz (Gleneicki)
July 24, 2020

Updating Your Journey Maps

Thank you to Amit Asamwar for posing a question to me on LinkedIn, after I shared a post about journey mapping. His question is one that I am frequently asked.

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journey map, customer experience, employee experience, Annette Franz (Gleneicki), design thinking
July 24, 2020

3 Areas Marketers Must Focus on in the Age of the Connected Customer

I originally published today’s post for Oracle CX. It appeared on their site on March 20, 2019.

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big data, customer experience, Annette Franz (Gleneicki), marketing, technology