Annette Franz

California

CEO @CXJourney Inc. | Consultant, #KeynoteSpeaker, #Author | #culture #leadership #employeeexperience #customerexperience

Articles

Time to First Value: The CX metric you can’t afford to ignore

1 week ago | martech.org | Annette Franz

According to a 2024 Gainsight report, 73% of churned customers said they never saw value early enough to justify their investment. In an era of instant gratification and eroding patience, your product or service isn’t judged by what it can do, but by how fast it delivers something meaningful. Customers don’t just buy products, services or subscriptions – they buy solutions to problems; they buy outcomes. You haven’t delivered value if your customer doesn’t hit their first meaningful win quickly.
Time to First Value: The CX metric you can’t afford to ignore

1 week ago | harro.com | Annette Franz

According to a 2024 Gainsight report, 73% of churned customers said they never saw value early enough to justify their investment. In an era of instant gratification and eroding patience, your product or service isn’t judged by what it can do, but by how fast it delivers something meaningful. Customers don’t just buy products, services or subscriptions – they buy solutions to problems; they buy outcomes. You haven’t delivered value if your customer doesn’t hit their first meaningful win quickly.
The People-First Mindset: Embracing Technology Without Losing Humanity

1 week ago | customerthink.com | Annette Franz

In boardrooms across a multitude of industries around the world, conversations about business transformation are accelerating, for a variety of reasons. AI, automation, analytics – these tools are now central to strategic roadmaps. But here’s the growing danger: in the race to modernize, many organizations are starting with technology and working backward. When this happens, the result isn’t innovation – it’s disconnection.
Fix The Franchisee Experience, Strengthen The Brand

1 week ago | cx-journey.com | Annette Franz

When we talk about experience management, the conversation tends to revolve around customers and employees – and rightly so. But there’s another group that’s often overlooked, yet deeply influential in shaping the customer experience and upholding your brand’s integrity: your franchisees and licensees. (And yes, I know. Not everyone reading this works for a franchisor or licensor.
CX Leadership Is Evolving. Will Your Organization Evolve With It?

2 weeks ago | customerthink.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?
Customer Personas in Action: Turning Insights Into Everyday Decisions

2 weeks ago | advisorpedia.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.
Internal Customer Personas vs. Employee Personas

3 weeks ago | customerthink.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.
CX Leadership Is Evolving. Will Your Organization Evolve With It?

3 weeks 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?
Socializing and Operationalizing Your Customer Personas

1 month 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.
Internal Customer Personas vs. Employee Personas

1 month 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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Annette Franz, CCXP @annettefranz

30 May 25

Franchisors/licensors: It’s time to elevate franchisee/licensee experience as a core business strategy. >> Fix The Franchisee Experience, Strengthen The Brand https://t.co/hQpPTLFEJp #franchise #owner #culture #entrepreneur #employeeexperience #brand #customerexperience https://t.co/k8oWwNghuC

Annette Franz, CCXP @annettefranz

30 May 25

94% of respondents believe consistently delivering positive customer interactions is very important to business success in their industry. A mere 38% say their org is very successful at achieving the same. @HarvardBiz @Tata_Comm https://t.co/cHkZbVyIsD #customerexperience #cx https://t.co/aVEXhKgpOj

Annette Franz, CCXP @annettefranz

30 May 25

How B2B and B2C brands are winning hearts with memory-driven CX >> The future of CX isn’t just personalized — it’s nostalgic. Learn to use past moments to create deeper customer connections. https://t.co/jWRMaHnvGA @martechismktg #customerexperience #cx https://t.co/xm0vIs1e3j