It’s easy for businesses to get swept up in the day-to-day pursuit of increased market share, higher ROI and bigger bottom lines. While it’s crucial for organizations to be forward-thinking and ...

It’s become a cliché to say that customer experience (CX) isn’t the sole responsibility of any one team, or that every part of the business should have a role to play in CX. Of course they do. The ...

Let's face it: Everyone is doing more with less. Whether that's because of layoffs, reduced budgets, or just the general impact of today's economic uncertainty, teams are scrambling to keep the ...

Until new behaviors and mindsets are rooted in the organization’s social norms, they are subject to degradation. Interventions increase employees’ interest and ability to accept and enact ...

When I talk about a product-centric approach, I mean when companies develop products and services with the idea that a good hunter is more likely than average to get a lucky hit. They also believe ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. Let's start at the top—literally. We need executives to ...