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Annette Franz, CCXP

Annette Franz, CCXP
Annette has led Consulting Services departments for several companies that focus on improving both the customer experience and the employee experience by utilizing their software platforms to facilitate listening to and operationalizing the voice of the constituent. Annette started her career in this space as a VOC consultant at J.D. Power and Associates and has been working with clients to transform their cultures and experiences for more than 20 years.

Annette Franz, CCXP's Posts

Five Fails to Avoid with Your VoC Program

Not seeing the results or improvements you expected to see from your customer listening efforts?

Today's VoC Program Challenges

As we wrap up 2017 and think about how we're going to do things better or differently in 2018, I tho...

Outside-In vs. Inside-Out Thinking

In the world of customer experience, what's the difference between outside-in and inside-out? 

Should You Invest in Customer Experience?

ROI is still our favorite "three-letter word." Nothing wrong with that!

The Elusive ROI of Customer Experience

Have you been able to prove the ROI of focusing on the customer experience to your executives?  

The Economics of the Customer Experience

Not all returns from your customer experience investments are financial. Will that scare your execut...

Can't Get to Future State without Knowing Current State

  As part of your journey mapping efforts, you’ll likely (well, need to) create two types of maps:

Validating Your Journey Maps for #CX Design Success

  In a post from last week, I wrote about the most-basic and most-important rule of customer journey...

Moments of Truth

Do you know the moments of truth for various tasks customers attempt to achieve with your organizati...