governance

December 9, 2021

The Key to a Great Customer Experience Is Collaboration

I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021.

Annette Franz (Gleneicki), collaboration, culture, customer experience, customer-centric culture, governance, technology

January 11, 2021

Taking Your #CX Team Cross-Functional

In last week’s post, I wrote about Building Your Multi-Faceted, Multi-Skilled CX Team. I outlined the various skills that you’ll need on your team. An important thing to note is that not all skills needed to execute on your customer experience strategy will come from the core CX team. And not all of the oversight will come from that team, either.

Annette Franz (Gleneicki), customer experience, cx strategy, governance

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?

Annette Franz (Gleneicki), customer experience, champions, transformation, governance, customer centricity

August 13, 2018