Annette Franz (Gleneicki)
November 11, 2018

Employee Experience Comes First

There should be no doubt: companies must recognize that employees come first.

I had a great time talking about this and many other topics when I joined Mary Drumond and James Conrad with Worthix for their Voices of Customer Experience podcast.

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core value, Annette Franz (Gleneicki), employee experience, leadership
November 11, 2018

#CX Buzzwords or the Real Deal?

The customer experience profession has a lot of buzzwords.

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buzzwords, culture, customer experience, customer journey, Annette Franz (Gleneicki), transformation
October 28, 2018

What Does the Future of #CX Look Like?

I'm already seeing it: people are starting to talk and write about customer experience trends for 2019. 
 
It's only the start of Q4! We haven't even made it through 2018 yet! Still lots of time to make things happen. (Right?!)
 
Regardless, I'm not big on talking about customer experience trends for the new year any more. I have in the past, but I gave up a couple years ago.
 
Why?
 
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Annette Franz (Gleneicki), customer experience, consumer trends
October 7, 2018

Customer Experience and Customer Service: What's the Difference?

It's that time of year again...
 
This week, we are celebrating CX Day and Customer Service Week. I love that they land on the calendar at the same time, and yet, let's just keep adding to the confusion!
 
I've written about the differences before:
 
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Annette Franz (Gleneicki), customer experience, customer service, CX
September 26, 2018

Straight from the Horse's Mouth

I originally wrote today's post for CallidusCloud. It appeared on their blog on March 22, 2018.
 
Naysayers have been shouting "Surveys are dead!" from rooftops for a couple of years now. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem.
 
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employee experience, customer experience, Voice of Employee, Voice of Customer, Annette Franz (Gleneicki)
September 26, 2018

Transforming Your Culture with the Help of a Culture Committee

What is a Culture Committee? And do you need one? (The short answer is "Yes!")
 
Last month, I wrote a two-part series about how to stand up your team of CX Champions. Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success.
 
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culture, culture change, employee experience, Annette Franz (Gleneicki)
August 22, 2018

Telling Your Customer Stories through Journey Maps

Do you know the power of storytelling? And do you use it in your customer experience transformation efforts? 
 
Back in 2014, I wrote a post about a museum experience I had at the California Science Center in Los Angeles where a docent told stories about the exhibits and engaged the audience far more than detailed display placards ever could.
 
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Annette Franz (Gleneicki), journey mapping, customer experience, customer service, storytelling
August 22, 2018

Optimize Your Customer Journey

Did you know that data is a critical component of your journey maps?

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Annette Franz (Gleneicki), customer experience, customer service, journey mapping, customer journey
August 13, 2018

Amplify Your Transformation with CX Champions - Part 2

This is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts. 
 
If you missed Part 1, see it here.
 
I'll dive right in with more details about your CX Champions team.
 
How often does the CX Champions team meet?
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Annette Franz (Gleneicki), customer experience, champions, transformation, governance, customer centricity
August 13, 2018

Amplify Your Transformation with CX Champions - Part 1

In this two-part series, I'll  outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. 
 
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Annette Franz (Gleneicki), customer experience, champions, transformation, governance
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