Annette Franz has more than 25 years of experience helping companies understand their employees and customers, identifying what drives retention, satisfaction, engagement, and the overall experience, and designing customer experience strategies to deliver a better experience for all constituents.
Journey mapping is the most critical and pivotal component in any customer experience transformation. An in-depth und...Read Full Article
This week, I’m continuing my series about lessons and takeaways from the crisis we are living through right now.Read Full Article
Buyers today are relying on customer reviews now more than ever before. In many cases. before a buyer even visits you...Read Full Article
In 2008, Ingrid Lindberg was in a newly formed role (Customer Experience Officer, or CXO) at a Fortune 100 company, c...Read Full Article