Annette Franz (Gleneicki)

Change Management Step #1: Sense of Urgency

I’ve written many times over the years about change, including posts on change managementchange visionchange fatigue, and more.

Continue Reading

CX Journey™ Musings: The New Purpose of a Business – One Year Later

Stakeholderism. Shareholderism. Two words we don’t talk about much in the CX world – at least not in the “-ism” format. I’ll come back to these concepts in a moment, as they are closely linked to what I’m writing about today.

Continue Reading

Defining and Communicating Your Intended Customer Experience

I originally wrote today’s post for the CXPA. It appeared on the CXPA site on April 15, 2020as part of a series on CX as a Strategy for Resilience. Be sure to check out the entire series.

Continue Reading

Journey Mapping Workshops: Do You Have the Right Participants?

Do you have the right people in the room for your journey mapping workshops?

I’m often asked about who should participate in journey mapping workshops. The obvious answer is the customer – or so you’d think. Let’s take a look at who should be in the room (in-person or virtual).

Continue Reading

5+ Ways to Socialize and Operationalize Your Core Values

I originally published today’s post on Forbes. It appeared on their site on November 18, 2019. I’ve made some additions and edits since writing the original, so this is a slightly modified version of that post.

Continue Reading

Updating Your Journey Maps

Thank you to Amit Asamwar for posing a question to me on LinkedIn, after I shared a post about journey mapping. His question is one that I am frequently asked.

Continue Reading

3 Areas Marketers Must Focus on in the Age of the Connected Customer

I originally published today’s post for Oracle CX. It appeared on their site on March 20, 2019.

Continue Reading

Customer Experience: Communication in Times of Uncertainty (And Beyond)

I originally wrote today’s post for CCW Digital. It appeared on their site on March 18, 2020. I’ve updated it to reflect some things we’ve seen and learned since then.

Continue Reading

Five Tips to Engage Remote Staff During Lockdown

I’m pleased to have co-authored this post with Ben Motteram, aka CXpert. It was previously shared on his site on May 26, 2020.

Continue Reading

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.

Continue Reading
Subscribe to RSS - Annette Franz (Gleneicki)