CX, EX and ROX Blog
January 31, 2022

AI and the Contact Center: Working Together in Harmony

I originally wrote today’s post for NICE inContact. It appeared on their site on July 1, 2021.

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Annette Franz (Gleneicki), artificial intelligence, automation, contact center, customer experience, customer service, employee experience
January 31, 2022

Focus On the Experience, and the Numbers Will Come – Always

I originally wrote today’s post for StellaConnect. It appeared on their site on July 13, 2021.

You’ve probably all heard – or read about – the Bain statistic from 2005 that goes like this:

80% of executives believe that they are delivering a superior customer experience, while only 8% of customers agree.

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Annette Franz (Gleneicki), customer experience, customer-centric, growth, metrics
December 9, 2021

5 Things Everyone Gets Wrong About Customer Service

I originally published today’s post for StellaConnect. It appeared on their site on May 25, 2021.

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Annette Franz (Gleneicki), customer experience, customer service
December 9, 2021

The Key to a Great Customer Experience Is Collaboration

I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021.

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Annette Franz (Gleneicki), collaboration, culture, customer experience, customer-centric culture, governance, technology
December 9, 2021

From Sales-Centric to Customer-Centric: Three Critical Steps

A few months ago, I wrote a post on what it looks like when a company is sales-centric. I’ve seen this culture many times over the last year or so (and prior, for sure, but examples overwhelmingly landed on my desk this year). If you haven’t read that post, it’s an important precursor to this one.

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Annette Franz (Gleneicki), customer experience, customer-centric culture
December 9, 2021

Evolving Your Customer Success Approach

I originally published today’s post on Forbes. It appeared on their site on August 23, 2021.

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Annette Franz (Gleneicki), customer experience, customer success
November 9, 2021

Prioritization and Decision-Making Tools: The Rice Scoring Model

As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to build the business case and help your executives prioritize those initiatives – because there are typically many improvements that need to be made.

I’ve previously written about prioritization methods and criteria:

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Annette Franz (Gleneicki), customer experience, decision making, leadership, prioritizing
November 9, 2021

CX Journey™ Musings: Values Create Value

Culture is so important to your business. The right culture is even more important. If you ask me, the right culture is always one that is customer-centric. Putting the customer at the heart of the business is what makes the world, er, the business, go round.

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Annette Franz (Gleneicki), core values, culture, customer-centric culture
November 9, 2021

What’s Impeding Change in Your Business?

You know you need to make changes in the business, but there are competing forces, those that help to drive the change and those that impede the change. How do you identify and then solve for each of those and, ultimately, bring everyone together?

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Annette Franz (Gleneicki), action, change, change management, CX vision
November 9, 2021

Tips to Activate Your Customer Personas

A few weeks ago, I wrote about Seth Godin’s concept of finding your Who, which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: their (customer) beliefs, their dreams, their desires. It’s a reminder that developing personas is so important to customer experience design. And it’s a reminder that we should be finding products for our customers, not customers for our products.

WHY PERSONAS

Personas…

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customer experience, customer experience design, Annette Franz (Gleneicki), design thinking