Annette Franz
CEO and Author at CX Journey
CEO @CXJourney Inc. | Consultant, #KeynoteSpeaker, #Author | #culture #leadership #employeeexperience #customerexperience
Articles
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2 days ago |
cx-journey.com | Annette Franz
As customer expectations continue to rise and technology evolves at an unprecedented pace, customer experience (CX) leaders are being called to transform – not just their strategies but their very own roles. No longer can CX be treated as a siloed function or discipline. It must become a company-wide imperative – embedded in culture, grounded in a deep understanding of both customers and employees, and powered by technology. The question isn’t just: Are CX leaders ready to evolve?
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1 week ago |
customerthink.com | Annette Franz
Personas are fictional characters that are created to represent ideal prospects or actual customers based on needs, pain points, problems to be solved, jobs to be done, preferences, expectations, goals, and more. Personas are research based, created by starting with customer interviews and then fine tuning with validation surveys.
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1 week ago |
cx-journey.com | Annette Franz
Last week, I wrote about customer personas and the importance of socializing and operationalizing them. I also shared ways to do both. And guess what? The same level of importance and methods of embedding them into the organization apply to employee personas, as well! But what about internal customer personas? What are they? How do they compare? And how are they used? We’re going to cover a lot of territory in this article. Let’s start with employee personas.
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1 week ago |
advisorpedia.com | Annette Franz
In business transformation work, whether it’s culture, employee experience, or customer experience, the most powerful shifts don’t happen because of a single program or a top-down mandate. They happen when people observe, practice, and pass on new ways of thinking and acting. (It’s that grassroots groundswell that I often refer to.) That’s where the timeless learning model “See One. Do One. Teach One.” comes in.
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2 weeks ago |
cx-journey.com | Annette Franz
Personas are fictional characters that are created to represent ideal prospects or actual customers based on needs, pain points, problems to be solved, jobs to be done, preferences, expectations, goals, and more. Personas are research based, created by starting with customer interviews and then fine tuning with validation surveys.
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