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Annette Franz
1,297 followers -
CX Journey™ - http://www.cx-journey.com/
CX Journey™ - http://www.cx-journey.com/

1,297 followers
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I recently did an interview with Park Howell with The Business of Story. We talked about journey mapping and how to use mapping to tell the customer (and the employee) story. #customerexperience #storytelling #journeymapping  
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This is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts. #customerexperience #governance #cxchampions  
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In this post, I answer a lot of questions about setting up a team of CX Champions: what are the ideal traits? what do they do? why do I need them? how do I find them in my company? and what is their role? #customerexperience #cco #governance #champions  
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Is there a linkage between corporate culture and the bottom line? Who drives culture? How do you measure culture? These questions - and more - are answered in today's post. #culture #leadership #workplace #employeeexperience  
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Don't let your culture rot from the head down. If you, company leader, do the 15 things outlined in this post, you'll be well on your way to setting the tone for the people-focused culture that you are trying to create. #leadership #culture #transformation #employeeexperience #workplace  
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Data is just data until you do something with it, right?! #data #feedback #voiceofthecustomer  
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Which rule - the Golden Rule or the Platinum Rule - puts us into more-human and more-empathetic shoes? #goldenrule #platinumrule #customerexperience #employeeexperience  
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Sadly, communications are often an overlooked piece of the customer experience and the overall customer experience strategy. And yet, like in any relationship, communications are often the point where the experience breaks down – or are the root cause for a breakdown. #communication #journeymapping #customerexperience #employeeexperience  
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How do you develop a customer experience strategy and roadmap? That was one of many questions I was asked during my recent interview with Dan Michaeli, co-founder and CEO of SaleMove and host of the podcast, The CX Show. #customerexperience #CXstrategy #employeeexperience
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