Annette Franz

I’ll explore these ongoing customer experience challenges and how the HYPERVSN 3D Holographic Digital Avatar offers a cutting-edge solution #CX

Culture Plans, I’m digging a bit deeper into how to create a Culture Plan and who is involved in the process. #inclusion

You’ve got to plan it. You’ve actually got to design it. That’s where a Culture Plan comes into play. #advisors #culture

Customer experience management is about the set of practices that your company will employ to design, deliver, and improve the experience customers have#CX

You get the culture you design or the one that you allow. To understand what that means, you first need to know what culture is. #culture

AI is driving a seamless customer experience, transforming challenges into opportunities, and turning every touchpoint into a moment of delight.#AI #CX

Socializing the values is crucial for a variety of reasons, as it directly impacts your culture, your customer relationships. #advisor 

What’s the most important component at the heart of the business? Is it product? Sales? Customers? Employees? Profit? The brand? #CX #advisors

AI continues to evolve, its impact on contact centers is transforming them into more agile, efficient, and customer-centric environments. #AI #CX #advisors

what foundational elements must be in place before developing and executing your customer engagement strategy? #CX #advisors

Without customers and especially without employees to create your products and to serve your customers you have no business. #advisors

The good news is that about half of these companies are already seeing a return on their AI investments. #advisors #AI

AI will take on those repetitive and menial tasks that waste employee time, freeing them up to do more complex, creative, valuable and value-add work. #AI

I don’t disagree with the sins I originally wrote about, but I’m OK with consolidating, updating, and fine-tuning the existing ones #CX

Executing a voice of the customer VoC program that yields actionable insights is imperative. #advisors #CX

To improve the experience to be more methodical, educational, informative, and aware of customer preferences and expectations. #CX #AI

I’ll explore the power of AI in transforming the customer experience and how businesses can harness its potential. #CX #AI #advisors

I’d offer up some conversation starters to facilitate dialogue and alignment between Marketing and Customer Experience departments. #advisors #CX

Communication is one of the most overlooked components of the customer experience. But it’s one of the most important components.#CX #advisors

The only true and sustainable competitive advantage brands have today is the customer experience. #CX #advisors

There’s this preconceived notion that customers only complete surveys or tell others if they’re mad – or happy, you pick. #CX #advisors

What are quick wins? Why are they important? What are some quick wins best practices? What’s the best way to communicate them? #advisors

Sound like they could be solved by doing the work to design and deliver a great customer experience. It’s all about the customer, right?! #advisors

A topic that needs to be heard by all and the session was standing room only. The word is getting out: take care of employees. Listen! Act! #advisors

In those conversations, one of my first questions after seeing a demo is What problem are you solving for the customer? #AI #advisors #CX

Critical to delivering a simple, seamless, and consistent experience for customers because that’s what customers want expect, as well. #CX #advisors

Understanding their journeys and keeping up with those expectations are both critical to ensuring that customers have a great experience. #CX #advisors

24 things you can start doing this year to get you on the right track, to make sure you achieve the business outcomes you desire. #advisors

The contact center is a pivotal touchpoint in the customer journey. It’s often the primary channel used by customers to interact with your company#CX

Top areas for which customer experience professionals would like to see more budget: customer feedback programs and product feedback programs. #CX

About earned data and first-party data. And there are so many other types of data! Let’s take a look at the difference between these two. #advisors

One thing I haven’t written about is negative personas. What are they? Why are they important? How do you use them? #advisors #personas

Companies forget that digital is about the customer and how to connect with them and deliver a better experience, their desired experience. #advisors

These are some of the more critical challenges to be aware of. Of course, the next question is: how does one overcome these challenges? #advisors

What is it? Why is it so important? What does it entail? What are design considerations of an employee off-boarding program? And more. #advisors

Customer off-boarding is the process of formally ending or terminating the relationship between your business and your customers. #CX #advisors

Let’s take a look at what customer onboarding is, if it’s only for B2B, what it entails, why it’s so important. #advisors #CX

No decisions without first thinking of the customer and the impact those decisions have on customers. The customer is infused into everything they do. #CX

Impact on customer experience if the voice of the customer isn’t infused into designing and delivering a great contact center experience.#CX #advisor

If you want to cut through the clutter, make a big splash, or leave a lasting impression, you can’t just do something humdrum. #advisors #CX

Where products and services are becoming more and more commoditized, customer experience is the only true and sustainable differentiator. #CX #advisors

When was the last time you moved to a new home? How would you describe that experience? What were the biggest pain points of the experience?

They’re doing it all wrong. They’re not really mapping. When you do it right, you can effect real change. #advisors #mapping

Let’s talk about that, about Sunday Scaries. What are they? Why do they happen? What can employees do to overcome this dread?

Customer expectations are higher than ever, but one place those expectations haven’t changed is when it comes to their feedback. #CX #advisors

How do you ensure that everyone, including your back-office employees, has their sights set on the right target? #CX #customers #advisors

If you think about customer experience management as a continuous improvement process, you’ll be miles ahead of anyone else. #CX #advisorrs

It requires us to take the time to listen to – and to understand – the person we’re talking to or interacting with. Empathy. #empathy

Silos kill innovation. They create nightmares for the customer experience. And say good-bye to the omnichannel experience! #CX #employeeexperience

Some would say this is a new way to express a long-standing concept or phenomenon: employee disengagement. I agree. #employees #advisors