2020-08-11 09:28
Do you have the right people in the room for your journey mapping workshops?
I’m often asked about who should participate in journey mapping workshops. The obvious answer is the custom… Read More
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Marketing, strategy, innovation, focus on customer centricity and CX
2020-07-24 13:30
I originally published today’s post on Forbes. It appeared on their site on November 18, 2019. I’ve made some additions and edits since writing the original, so this is… Read More
2020-07-24 13:18
Thank you to Amit Asamwar for posing a question to me on LinkedIn, after I shared a post about journey mapping. His question is one that I am frequently asked.Tags: journ… Read More
2020-07-24 13:06
I originally published today’s post for Oracle CX. It appeared on their site on March 20, 2019.Tags: big datacustomer experienceAnnette Franz (Gleneicki)marketingtechnol… Read More
2020-07-04 18:44
This video promotes the next Futurelab Weekly Webinar. We have already kicked off a serie of 13 weekly webinars around our CCC model - the recipe for a successful VoC implementation.
T… Read More
2020-07-04 18:28
After the launch of the Futurelab Weekly Webinar last week, we now continue with the first webinar that goes more in-depth – how to start your Voice of the Customer programme.
What I a… Read More
2020-06-25 08:35
I originally wrote today’s post for CCW Digital. It appeared on their site on March 18, 2020. I’ve updated it to reflect some things we’ve seen and learned since… Read More
2020-06-25 08:25
I’m pleased to have co-authored this post with Ben Motteram, aka CXpert. It was previously shared on his site on May 26, 2020.Tags: communicationcultureemploye… Read More
2020-06-25 07:08
We are proud and happy to announce the launch of the Futurelab Weekly Webinar. As we have accumulated so many insights, cases and presentations over the past 17 years of customer strategy, C… Read More
2020-06-21 18:41
Join me for the webinar on Monday (in German).
Companies need a holistic understanding of the returns of a CX and EX program to take the contact center off the defensive and make it futurepr… Read More
2020-06-08 17:57
Customer experience has become a necessity for business success. Every day, consumers have a greater ability to interact with businesses and brands, and the majority of them expect companies… Read More
2020-06-08 06:47
I originally wrote today’s post for Forbes. It appeared on the Forbes site on August 16, 2019.Tags: Annette Franz (Gleneicki)commitmentcx strategyCX visionleadershipFace… Read More
2020-06-08 06:40
This post was originally published and shared on CCW Digital on February 19, 2020.Tags: Annette Franz (Gleneicki)brand promisecustomer experiencecx strategyemployee experience… Read More
2020-05-25 19:12
According a research made by Oxford University – employees are 13% more productive when they are happy. Many companies have already understood this and have started to focus more of th… Read More
2020-05-19 12:26
This week, I’m continuing my series about lessons and takeaways from the crisis we are living through right now.Tags: Annette Franz (Gleneicki)cultureleadershipbrand strategyFaceb… Read More
2020-05-19 12:18
Over the last few weeks, I’ve been writing about lessons and takeaways from the current crisis. This week, I’m channeling a post I wrote years ago called Do We Care About Br… Read More
2020-05-10 18:34
In February & March 2020 we ran research amongst CX professionals, to find out what their biggest challenges were. We wanted to take the pulse of the CX community. So we reached out to 1… Read More
2020-05-03 18:29
If you have ever tried to prove that good customer experience equals more money for the company, you will know that this is more than complicated task. The data may not exist or be expensive… Read More
2020-04-22 12:06
I mentioned over the last couple of weeks that there are some important takeaways from the current crisis. Here’s another takeaway.
There’s a little bit of irony in the ti… Read More
2020-04-22 10:16
All great changes are preceded by chaos. -Deepak Chopra
Yes, we are living in challenging and uncertain times. Some might call this chaos, but I wouldn’t go that far at all. We… Read More
2020-04-21 18:43
This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need a… Read More
2020-04-08 18:25
While we are all adapting to the new (hopefully temporary) situation it is more important than ever to keep taking the pulse of your customers.
You are shifting your contact center, your ope… Read More
2020-03-31 19:08
My meetings in Germany got cancelled, so I tried to contact the airline to change my booking. Chat did not work. E-mail was not offered. Call centre kept on cutting me off for hours on end… Read More
2020-03-31 18:41
From Contact centre to Customer Value Centre: read our new opinion paper. As we are not at the CCW, please watch also our webinar!
Dear Reader,Tags: Stefan Kollecontact centrecustomer v… Read More
2020-03-19 12:28
A few months ago, I wrote a detailed post about employee experience called What Exactly is Employee Experience? In that post, I shared:
It’s not just about the impact on the… Read More
2020-03-19 12:21
With #Covid19 closing everything around us, we're all either in a lock down or panic mode. In the NY metro area, everything has been closed. My daughter is home from college for the rest of… Read More
2020-03-19 12:09
It’s not a slogan, vision, mission, or message either.
Sustainability is what companies do, sooperating in a way that ensures that they stay in business isn’t a new idea, it&rsqu&hell…Read More
2020-03-19 11:32
This is a modified version of a post I originally wrote for Forbes. It appeared on the Forbes site on June 13, 2019.Tags: customer experienceexecutivesAnnette Franz (Gleneicki… Read More
2020-02-24 08:38
I originally wrote today’s post for Eptica. It appeared on their blog on June 13, 2019.
Problem Statement: Brands have been running Voice of the Customer programs for years… Read More
2020-02-24 08:29
I originally wrote today’s post for Customer Contact Week (CCW). It appeared on their site on November 8, 2019.Tags: Annette Franz (Gleneicki)customer-centric cultureemp… Read More
2020-02-05 17:08
Clay Christensen has died. Debate about his theories should live on.
His concept of disruptive innovation is a brilliant encapsulation of the role of unexpected effects on mar… Read More
2020-02-05 17:02
I originally wrote today’s blog post for Intouch Insight. It appeared on their blog on September 5, 2019.
In order to truly establish a foothold in – and to then propel… Read More
2020-02-05 16:46
You keep reading and writing and saying “digital transformation.” Do you know what that means?
In September 2019, I did a keynote titled “Marketing in the Era of… Read More
2020-01-19 12:35
Boeing’s widening woes are a warning to every communicator tasked with creating or sharing company purpose.
The headline in today’s New York Times says it all: Cas… Read More
2020-01-19 12:27
I originally wrote today’s post for CallidusCloud. It appeared on their blog on October 15, 2018.Tags: Annette Franz (Gleneicki)customer experiencefeedbackVoice of Custo… Read More
2020-01-19 12:19
Critical to improving the customer experience is listening to customers and incorporating their data and their feedback into your transformation strategy. Data-driven decisions are key to cu… Read More
2020-01-19 12:09
If you want to improve the customer experience, you first need to understand your customers and their experiences; to do this, I typically recommend three approaches, all of which go hand in… Read More
2019-12-18 09:53
According to TechTarget, “Customer experience management is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the orga… Read More
2019-12-18 09:42
For several years, I gave most of the presentations at the AT&T AdWorks Lab and of course, the entire discussion of un-bundling and cord-cutting was always part of the discussion. At the… Read More
2019-12-18 09:19
The World Economic Forum (“WEF”) is gearing up for its annual confab in the Swiss Alps by publishing a “Davos Manifesto” about company purpose. It smacks of dishonest… Read More
2019-11-26 11:40
Today’s post was originally published on Forbes on February 1, 2019. I’ve made some modifications to that original post.
It’s starting to happen. I hear it. I see… Read More
2019-11-26 11:32
Understanding the difference between customer experience and customer service will save you money in your contact center!
There’s a quote (which I may have evolved over the years) from… Read More
2019-11-26 11:16
As many large companies prepare next year’s sustainability reports, it’s important to note that nobody cares.
Well, very few people care, and they fall into three little buckets:… Read More
2019-11-10 11:33
A couple of months ago, we announced that Futurelab had become a partner infinit.cx, a leader in complex contact centre solutions which has a long list of successful customer experience stor… Read More
2019-10-28 15:23
Less than a month separates us from one of the most inspiring events in the CX world – the International Customer Experience Awards 2019. And this year our consultancy company will be… Read More
2019-10-21 11:37
Customer-centricity starts by listening to the customer. But in many organisations it seems that the further you get away from the customer (research) department, the less people actually li… Read More
2019-10-20 16:30
The following is an excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your BusinessTags:&n&hell…Read More
2019-10-20 16:22
Is hiring for culture fit a good idea?
In the last several weeks, I’ve seen a couple articles – in reputable publications like Harvard Business Review and The Wall Street Journal… Read More
2019-09-30 20:08
When it comes to managing the digital customer experience, there’s an interesting duality all of us need to deal with:Tags: customer centricityprivacyAlain ThysB2C relationshipFac… Read More
2019-09-30 12:31
As a customer experience professional, you focus a lot on the customer. You put the customer on a pedestal. You put the customer front and center. And rightly so; without customers, you have… Read More
2019-09-30 12:20
I originally wrote today’s post for Forbes. It appeared on Forbes on March 5, 2019.
“Customers are connected.” “Customers are more-informed than ever.&rdquo&hell…Read More
2019-09-04 09:14
I write about organizational culture and core values quite often. One of my most recent articles on this topic was about whether or not employees believe in their companies’… Read More
2019-09-04 08:58
It all starts with CEO commitment.
Customer experience professionals got an early Christmas present last week in the form of a revised statement on the “purpose of a corporation.&rdquo&hell…Read More
2019-08-22 18:40
More and more companies are pursuing customer-centered approaches in the context of digital change projects. But where is the customer located in the company? How do I measure his or her beh… Read More
2019-08-18 16:15
Are you using journey mapping to design a better future-state experience and to deliver new value for your customers – with your customers?Tags: Annette Franz (Gleneicki)customer… Read More
2019-08-18 15:59
I originally wrote today’s post for Kayako. It appeared on their blog on March 1, 2019.
Tags: Annette Franz (Gleneicki)customer experienceemployee experiencecustomer experie… Read More
2019-08-13 11:40
What do you think would happen if during an offsite meeting, 6 members of your 10-people strong management team came up with the most brilliant brand and customer strategy on the planet. In… Read More
2019-07-23 12:17
With whom and how do you socialize customer insights?
You’re listening to customers. You’re combining their feedback with those bread crumbs of data that they leave with every tr… Read More
2019-07-23 12:08
Are you making this mistake when journey mapping?We already know that people are making mistakes when they’re journey mapping. I’ve outlined several of them in past posts:
5 Myth… Read More
2019-07-23 11:52
I originally wrote this post for Forbes.com. It appeared on the Forbes site on November 14, 2018.Tags: customer experienceAnnette Franz (Gleneicki)customer understandingemploy… Read More
2019-07-22 19:35
Social media has become the go-to channel for customers and brands to communicate with one another. The conversation can involve anything from questions to complaints to shout-outs, but what… Read More
2019-07-18 18:10
Introduction to a highly opinionated thought paper.
In this paper we show how the current dealership model is not viable, and introduce 10 new business models, as well as a number of quick f… Read More
2019-07-15 11:37
Creating the perfect customer experience is not an easy task - especially in the beginning, when you don’t have even a clue from which point of the Customer Life Cycle to begin. Additi… Read More
2019-06-11 19:52
I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series… Read More
2019-06-11 19:42
Do you know the difference between means and outcomes? Between the journey and the destination?
I know. I know. Those are silly questions to ask.
Of course everyone knows the difference betw… Read More
2019-06-11 19:39
This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018.
If you want to move beyond cosmetic changes and lip service t… Read More
2019-06-07 06:12
I don’t think there is any need to push the statement “a great customer experience leads to happier customers, which in turn leads to higher profit” anymore – over th… Read More
2019-05-19 18:14
How do leaders drive (lasting) change?Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event w… Read More
2019-05-19 17:58
I originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018.
When companies focus on people, their people - employees first, then customers - the… Read More
2019-05-06 19:35
I hate to tell you this, but you're just not.*
I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot … Read More
2019-05-06 19:28
I originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018.How do you prioritize your CX improvement initiatives?You've listened to customers. Y… Read More
2019-05-06 19:20
This is the second of a two-part series on common VoC program mistakes.
In case you missed the first post in this series, you can find it here.Tags: Annette Franz (Gleneicki)listeningsu… Read More
2019-04-22 14:05
Well-run customer experience (CX) programs can help B2B companies grow the lifetime value of accounts, save them from churning, and generate warm referrals that drive new growth.
According t… Read More
2019-04-14 16:54
I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018.
As I sat down to write this month's post, I reflected on several conversations I had this wee… Read More
2019-04-14 16:43
If you don't know by now, customer understanding is the cornerstone of customer-centricity.
Customer-centricity means putting the customer at the center; customer understanding is how y… Read More
2019-04-02 11:44
Do employees believe in the core values? Do they even know their company's core values?
Core values are the fundamental beliefs of an organization; they guide executives and employees… Read More
2019-04-02 11:39
Are you aware that there's also a Culture Perception Gap?
I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Cultur… Read More
2019-03-12 13:49
The ultimate fan is an immortal fan!Tags: Annette Franz (Gleneicki)fanscustomer experiencecustomer loyaltyFacebook Like
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2019-03-12 13:42
I originally wrote today's post for CallidusCloud. It was published on their blog April 19, 2018.
The customer experience is a journey; your transformation work is, too!Tags: Annette Fr… Read More
2019-02-27 11:57
Do you know why it's important to digitize your journey maps?
In the past, I've written about some of the myths of journey mapping. One of those myths was:
Without a digital mapping platform… Read More
2019-02-27 11:34
Is your customer experience transformation work stuck at good intentions? One of the biggest showstoppers in customer experience transformations today is execution - actually, it's the… Read More
2019-02-13 10:10
Could asking two simple questions actually help double your sales?
Absolutely. Here’s a real-world case that proves it. And it just happens to be my favourite case of all.
It’s a… Read More
2019-02-10 12:38
I originally wrote today's post for Story of Business. It appeared on their blog on August 3, 2018.
Stories are a wonderful communication tool and a powerful teaching tool. They allow you to… Read More
2019-02-10 12:29
Do you know all of the building blocks of a customer experience transformation strategy?
I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which s… Read More
2019-02-10 12:07
While my blog was being “reworked” (read: unhacked), I posted in Linked-In about the webinar I did last week with Microsoft.
That was the first of a three-webinar series on the c… Read More
2019-01-29 12:38
It is always nice to have a new quote from McKinsey about the ageing business.
This one come from a very recent publication Navigating a world of disruption.Tags: Dick Stroudglobal cons… Read More
2019-01-29 12:23
I originally wrote today's post for CMSWire. It appeared on their blog on May 8, 2018.
While customer experience strategies and transformations must include a priority focus on the employee… Read More
2019-01-29 12:06
Are you looking to earn your CCXP this year?
I get a lot of questions every week from customer experience professionals who are interested in taking the CCXP exam but aren't sure how to prep… Read More
2019-01-29 11:55
My Good-ish Experience
I rented some movies so that I could watch them over the Christmas break. This didn’t work out with two movies. In the midst of watching these issues cropped up… Read More
2019-01-25 11:43
Munich, 25th Jan 2019 - Customer Experience is the heartbeat of every business. However, there is still a negative perception around it - within businesses and amongst customers alike… Read More
2019-01-25 11:43
Munich, 25th Jan 2019 - Customer Experience is the heartbeat of every business. However, there is still a negative perception around customer service - within businesses and amongst cu… Read More
2019-01-14 15:55
When I first became involved in the Ageing Business - a long, long time ago - AARP had been at it for years. And here they are today, still plugging away to make corporate America aware of t… Read More
2019-01-14 15:44
As 2019 begins, it’s time to reclaim marketing as a key driver of business. Management guru Peter Drucker once said, “Because its purpose is to creatTags: Denise Lee Y… Read More
2019-01-14 15:26
I challenge you think about things differently in 2019.
What got us here won't get us there, right?
I recently came across The Tribal Wisdom of the Dakota Indians, a 1999 arti… Read More
2019-01-08 12:50
I guess the most obvious and most likely thing that 2019 will bring is pretty much the same things as 2018 bestowed. Somehow that doesn't seem the right thing an observer about the ageing bu… Read More
2019-01-08 12:35
This is the fourth and last ‘conversation’ in this series of conversations dealing with implementation. You can find the first three conversations here, here, and here.Tags: &hell…Read More
2019-01-08 12:28
What was on the minds of CX professionals in 2018?
And, most importantly, what does it mean for 2019? That has yet to be determined, but "execution" and "results" are two words I'd lik… Read More
2018-12-30 09:25
I originally wrote today's post for CallidusCloud. It appeared on their blog on March 28, 2018.
Change is hard. But it’s even harder when you don’t have a clear sense of the outc… Read More
2018-12-30 09:16
I originally wrote today's post for Clicktools. It appeared on their blog on March 26, 2018.
There are a lot of different ways to listen to customers and employees.Tags: Annette Franz (… Read More
2018-12-30 09:06
What's in your library?
I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I t… Read More
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