Do you have to cancel planned Customer Journey Mapping workshops due to lockdown? Can you run such a workshop online? Annette Franz shows us how.
Are you preparing for a digital human customer in your business? CX expert, Peter Lavers, shares research from SAS on how CX needs to adapt to digitisation.
Annette Franz shares 19 signs that your customers are not that into you. What can you learn from these 19 tell tale signs of a flawed relationship?
Bringing to life your blue sky ambitions to make them an operational reality, guest blogger Gerry Brown shares how to bridge what is too often a chasm in CX
“You can lead a horse to insights but you can’t make it execute”. Guest blogger, Annette Franz, shares tips for progress on vital need to execute on insight
Why accountability is needed to avoid nobody acting on Customer Insight. Guest blogger, Ian Golding shares a story for CX leaders that also applies to us.
Continuing our series to help improve your Voc program, here are 10 more mistakes to avoid. After the popularity of her first post in this series, I’m delighted to welcome guest blogger Annette Franz to share 10 more tips. As I mentioned before, Annette has many years of client-side experience in getting Voice of the Customer (VoC) programs to work. As is the case for Customer Insight leaders, most of.. Read More