Annette Franz (Gleneicki)

How Do You Measure #CX Success?

How do you measure success of your customer experience initiatives?
 
For any type of project or initiative that you undertake, it's important to be able to track progress and measure success. In order to do that, you must first outline what success looks like and what metrics you'll use to measure that. Outlining what success looks like starts with: specifying the problems to solve, establishing the objectives, and defining the desired outcomes.
 
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Drive Real #CX Change with Journey Maps

Are journey maps a waste of time, or can you really use them to drive CX change?
 
There's a big problem brewing out there when it comes to journey mapping:
Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the) most powerful tools and processes in the customer experience professional's arsenal.
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What's in Your #CX Budget?

What's in your customer experience strategy budget?
 
Traditionally, customer experience professionals have no budget.
 
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15 Brand Trends for 2015

Another year almost gone, and it's time to start sharing trends and predictions for 2015!
 
Last year, I shared Brand Keys' Robert Passikoff's 14 Brand Trends for 2014. This year, Robert again put together his proposed trends for the upcoming year. He again shared his thoughts on the numerology, as well, this time, obviously focusing on 15: In numerology 15 is the combination of the number 1 (representing leadership and forward movement) and the number 5 (numeric for business and finance), thus 15 becomes the fusion of leadership and forward momentum for brands and marketers.

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