Annette Franz (Gleneicki)

The “New” Purpose of a Business

It all starts with CEO commitment.

Customer experience professionals got an early Christmas present last week in the form of a revised statement on the “purpose of a corporation.” Well, it was a revision for the CEOs at the Business Roundtable, but many of us already know what the purpose of a business is.

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Deliver New Value to Your Customers With Future-State Journey Mapping

Are you using journey mapping to design a better future-state experience and to deliver new value for your customers – with your customers?

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5 Key Building Blocks of a Winning Customer Experience Strategy

I originally wrote today’s post for Kayako. It appeared on their blog on March 1, 2019.
 
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10 Ways to Socialize Customer Insights

With whom and how do you socialize customer insights?

You’re listening to customers. You’re combining their feedback with those bread crumbs of data that they leave with every transaction and interaction with your brand. You’ve developed customer personas to better understand who they are, what problems they are trying to solve, and what jobs they need to get done. You’ve mapped their journeys to understand their experience today and their expectations for a better experience tomorrow.

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One More Journey Mapping Mistake

Are you making this mistake when journey mapping?
We already know that people are making mistakes when they’re journey mapping. I’ve outlined several of them in past posts:

5 Myths of Journey Mapping, in which I wrote about:

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Why Customer Experience Transformations Stall

I originally wrote this post for Forbes.com. It appeared on the Forbes site on November 14, 2018.

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Has Your #CX Transformation Stalled?

I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series.

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CX Journey™ Musings: On Means and Outcomes...

Do you know the difference between means and outcomes? Between the journey and the destination?

I know. I know. Those are silly questions to ask.

Of course everyone knows the difference between means and outcomes. Of course everyone knows the difference between the means to an end and the end.

Or do they?

As I was driving to an appointment the other day, I saw a sticker on the back of a construction truck that read, in big red letters: Safety is the goal.

So, let me throw out some definitions here.

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On Becoming People-Centric

This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018.

If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture.

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Leaders Need to Show, Not Just Say

How do leaders drive (lasting) change?

Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business.

One of the stories that Troy shared resonated with me because it's exactly the kind of thing that I talk about when it comes to driving lasting change: leaders can't just talk the talk; they must walk the walk.

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