New CX Journey Inc. Website Launching!
CX Journey
by Annette Franz
3y ago
Image courtesy of PixabayCX Journey Inc.'s site is growing up! I'm so excited to have a new site going live this week! I'm sharing this note as a blog post as it will be my last post on what is currently www.cx-journey.com. A couple of things to note: This site will will revert to my previous Blogger URL, cxjourney.blogspot.com. The new site will take over the cx-journey.com URL. I'm moving the site over to WordPress, but this Blogger site will remain live for some transition period.Most of the content will remain here during that transition period.If you've subscribed to receive my blogs ..read more
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Agile Working in Practice: More Tips to Help Analytics Teams Transition
CX Journey
by Annette Franz
3y ago
Image courtesy of PixabayToday I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019. This is the second in two-part series from Paul about agile working. Find the first post in the series here. In my first post on how to achieve agile working in practice, I focused on four principles that were needed - principles of attitude and culture in order to have the right mindset and approach to working this way. Continuing with this series has been driven by the feedback I have heard from a variety of data and analytics leaders. Tho ..read more
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Agile Working for Analytics Teams Needs a Cu​lture Change
CX Journey
by Annette Franz
3y ago
Image courtesy of PixabayToday I'm pleased to share a guest post by Paul Laughlin. This post originally appeared on Paul's site on February 21, 2019. The term Agile working is being used within more and more businesses. Although loosely defined, it generally refers to a more flexible and pacey way of working. In this series, I share what this means for data, analytics & insight teams who need to work this way. Those businesses who have invested in formal training will likely be following one of the five most-popular methodologies. Although sounding very professional, in reality the appli ..read more
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Is Your Own Management Stalling Your Customer Experience Transformation?
CX Journey Blog
by Annette Franz
3y ago
Image courtesy of PixabayI originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here. In this follow-up to my recent article titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. In the previous article, I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated wit ..read more
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The Secret Sauce to Achieve Outcomes with Journey Mapping
CX Journey
by Annette Franz
3y ago
In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping). A few months ago, I shared my six-step journey mapping process. Remember, journey mapping isn't just a tool, it's also a process. Know the tool, and create it correctly. Embrace the process because the process is what's going to ensure you achieve your desired outcomes. I would call journey mapping the most critical and pivotal component in any customer experienc ..read more
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Exposure is What You Die from in the Desert
CX Journey
by Annette Franz
3y ago
If you're a speaker, thinking about becoming a speaker,  an event organizer, or considering hosting an event in the near future, you'll definitely want to read this. And even if you're none of the above, please continue reading. And feel free to share this whitepaper with anyone you believe will benefit. I recently asked for feedback from speakers about their experience with event organizers and about their speaking experience, in general. The catalyst for compiling this research was a string of bad speaker experiences. I'm grateful for every opportunity I get to speak. But every event ..read more
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Has Your #CX Transformation Stalled?
CX Journey
by Annette Franz
3y ago
Image courtesy of PixabayI 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. The good news is that you've embarked on a customer experience transformation journey. The bad news is that you don't think your organization has evolved as much as you'd hoped it would by now. Perhaps you started to see progress, but it suddenly seems like forward movement has stalled. You're not alone. A lot of companies are, or claim to be, working to improve the customer experience, w ..read more
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On Becoming People-Centric
CX Journey
by Annette Franz
3y ago
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 to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. What is culture? My favorite definition is Herb Kelleher’s: "Culture is what people do when no one is looking.” To add a little more detail to that, culture = values + behavior. While customer experience strategies must include a priority focus on the employee experience, they ..read more
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CX Journey™ Musings: On Means and Outcomes...
CX Journey
by Annette Franz
3y ago
Image courtesy of PixabayDo 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 between means and outcomes. Of course everyone knows the difference between the means to an end and the end. Or do they? As I was driving to an appointment the other day, I saw a sticker on the back of a construction truck that read, in big red letters: Safety is the goal. So, let me throw out some definitions here. According to Merriam-Webster, a goal is: the end toward which ef ..read more
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Leaders Need to Show, Not Just Say
CX Journey
by Annette Franz
3y ago
Image courtesy of PixabayHow 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 was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. One of the stories that Troy shared resonated with me because it's exactly the kind of thing that I talk about when it comes to driving lasting change: leaders can't just talk the talk; they must walk the walk. The story goes something like this. Tr ..read more
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