Annette Franz

3 weeks ago | cx-journey.com | Annette Franz

Last year I wrote a wildly popular article about Debunking Your Biggest Customer Experience Misconceptions. Since then, as you know, I’ve written a book titled Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, and I’ve put a heavier focus on employee experience this year. So, why don’t we switch gears and talk about some of the myths surrounding employee experience. Employee experience is starting to get the attention it deserves.

3 weeks ago | advisorpedia.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.

1 month 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.

1 month 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.

1 month 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.