CX, EX and ROX Blog
June 21, 2020

ROX instead of ROI in the Contactcentre – a holistic approach

Join me for the webinar on Monday (in German).

Companies need a holistic understanding of the returns of a CX and EX program to take the contact center off the defensive and make it futureproof. Determining a Return on Experience (ROX) helps you show the rest of the organization that you are running a value center, not a cost center.

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ROX, Stefan Kolle, contact centre, customer experience
June 8, 2020

Technology Trends Improving Customer Experience in 2020

Customer experience has become a necessity for business success. Every day, consumers have a greater ability to interact with businesses and brands, and the majority of them expect companies to understand their expectations from the start. Studies show that 73% of consumers say good experience with a company is instrumental in influencing their brand loyalty.

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customer experience, chatbots, customer service, customer security
June 8, 2020

Is It Time to Audit Your Customer Experience Transformation?

I originally wrote today’s post for Forbes. It appeared on the Forbes site on August 16, 2019.

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Annette Franz (Gleneicki), commitment, cx strategy, CX vision, leadership
June 8, 2020

Inform Your CX Strategy With Journey Maps

This post was originally published and shared on CCW Digital on February 19, 2020.

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Annette Franz (Gleneicki), brand promise, customer experience, cx strategy, employee experience
May 25, 2020

Improve employee happiness by hiring the right candidates

According a research made by Oxford University – employees are 13% more productive when they are happy. Many companies have already understood this and have started to focus more of their efforts to keep the employee satisfaction score high. Regular team and company meetings, honest conversations, recognized progress, encouraged breaks and time off – all these are just some of the used methods.

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May 19, 2020

CX Journey™ Musings: Culture Is the Foundation

This week, I’m continuing my series about lessons and takeaways from the crisis we are living through right now.

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Annette Franz (Gleneicki), culture, leadership, brand strategy
May 19, 2020

CX Journey™ Musings: Do Brands Really Care About Us?

Over the last few weeks, I’ve been writing about lessons and takeaways from the current crisis. This week, I’m channeling a post I wrote years ago called Do We Care About Brands?, which I shared again recently on social media. After re-reading that, it had me asking, “What about brands? Do they really care about us?”

People don’t care how much you know until they know how much you care.

-Theodore Roosevelt

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advertising, customer experience, Annette Franz (Gleneicki), marketing, empathy
May 10, 2020

Customer Experience Challenges 2020

In February & March 2020 we ran research amongst CX professionals, to find out what their biggest challenges were. We wanted to take the pulse of the CX community. So we reached out to 144 CX professionals recruited via LinkedIn Survey question: What are the main obstacles on the path towards improved customer experience (CX)? Data collection finished before the COVID-19 outbreak to exclude its impact on the survey results.

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CX, customer strategy, customer centricity
May 3, 2020

How to build your CX ROI model

If you have ever tried to prove that good customer experience equals more money for the company, you will know that this is more than complicated task. The data may not exist or be expensive to obtain. Unfortunately calculating the ROI of your CX efforts is usually one of the ways to get the needed budget for your strategy and bring everybody on board. 

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customer experience, ROI
April 22, 2020

CX Journey™ Musings: Is Your Customer Experience Crisis Ready?

I mentioned over the last couple of weeks that there are some important takeaways from the current crisis. Here’s another takeaway.
 
There’s a little bit of irony in the title of today’s post. Why do we have to make sure the customer experience is crisis ready? (Employee experience, too! This post applies to both!)
 
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Annette Franz (Gleneicki), culture, customer effort, customer expectations, customer centricity