Annette Franz (Gleneicki)

CX Journey™ Musings: Are Pre-Mortems and Post-Mortems Part of Your Work Plan?

Over the years, I’ve written a lot of posts about change and change management. In a post I wrote earlier this year about change and some of the learnings and takeaways from the pandemic and the business crisis that created, I noted that that we had/have a lot to learn.

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8 Tips to Create a Great Candidate Experience

Do you consider the candidate experience to be part of the employee experience? If not, you should. The employee experience begins well before the employee gets her badge and goes through orientation. The employee experience lifecycle is a long one, running through similar stages as the customer experience lifecycle.

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Building Your Multi-Faceted, Multi-Skilled CX Team

Earlier this year, I wrote an article about CX Teams: Who, What, Where, How Many, and How Much?, answering all the questions that you might have about what a CX team looks like, i.e., the make-up of the team, size of the team, who it reports to, budget responsibility, barriers to success, and more.

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CX Journey™ Musings: The Employee Platinum Rule

There’s the Golden Rule: treat others the way you want to be treated.

And there’s the other Golden Rule: he who holds the gold makes the rules. In other words, those with the money are in power, i.e., your customers.

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Four Inputs of a Customer-Centric Culture Transformation

I originally wrote today’s post for Shep Hyken’s blog. It appeared on his site on May 29, 2020.

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Journey Mapping: Which Journeys Should You Start With?

The first step in my six-step journey mapping process is Plan.

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Marketing Teams: Here’s How to Best Use Customer Journey Maps

I originally published today’s post for Oracle CX. It appeared on their site on October 7, 2019.

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Prioritization and Decision-Making Tools: The Eisenhower Matrix

Decisions, decisions, decisions.

As customer experience professionals, we have decisions to make; we need to help our executives make decisions; and prioritization is an important part of our decision-making process. Tools to be more efficient and effective with our time and our efforts are priceless!

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Seven Elements Needed to Refresh Your Brand

I originally published today’s post on Forbes. It appeared on their site on April 27, 2020.

Is it time for a brand refresh?

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Customer-Centricity: Principles, Practices, and Outcomes

I originally published today’s post on Forbes. This is a modified version of the post that appeared on their site on February 18, 2020.

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