Annette Franz Gleneicki

Should You Feel Empathy or Sympathy? Or... ?

Do you know the difference between empathy and sympathy?

And when to use one over the other? Have you been using the terms - and the feelings - correctly?

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Have Your Journey Maps Failed You?

Have you gone through some journey mapping exercises, only to find that the maps don't deliver what they experts said they would?

Have your maps failed you?

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Top 10 #CX Challenges for 2016

What customer experience challenges are you facing this year?

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. Sadly, they are really not much different from what we've heard in recent years.

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The Business Case for a Great Employee Experience

Have you put the spotlight on the employee experience at your company?

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Is It Time To Create a Hassle Map?

How do you identify, measure, and resolve painpoints and difficulties that your customers experience when they are trying to do some job with your products?

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Should #CX Professionals Care About the Four Moments of Truth?

What are the Four Moments of Truth? And do they fit into experience design?

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Why Be a Great Place to Work?

How does your employee experience rate relative to other companies? 

Would your employees consider the company a great place to work?

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Customer Experience Improvements - A Series of Baby Steps

I love talking about the customer experience; I could sit for days, answering questions and discussing the finer points of this topic.

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12 Es Impacting Employee Experience

A lot of elements comprise the employee experience. Many, ironically, start with the letter E.

Last year, I wrote about some of the employee lingo that gets bandied about, often interchangeably - and, sadly, incorrectly so. For whatever reason, as I started writing today's post, I was reminded of that post. Regardless, the lingo I'm writing about today is more specific to what makes up the employee experience. 

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Customer Experience Resolutions

Are you into making customer experience predictions for next year?

Personally, I'm over predictions! Any predictions!

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