Tag: goals


Customer Experience Fuels Innovation

Customer Experience Fuels Innovation Guest Blog: Annette Franz, CCXP How does customer experience fuel innovation? This is a hot topic. We want (need) to see companies innovate for the customer, but many companies still struggle with what that means, how to do it, and what it takes to truly be innovative; instead, they imitate. I think Kerry Bodine said it

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Complacency or Innovation: You Decide.

Complacency or Innovation: You Decide Guest Blog: Annette Franz, CCXP How can anyone become complacent about running a business? It’s a broad question, but if you think you’re going to become complacent about the customer experience – and think that’s OK – then you might as well be complacent about your business, in general. If you rest on your laurels,

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Where should we begin our CX journey?

Where should we begin our CX journey? My favorite analogy with respect to the CX world is to compare it to a soccer game played by five-year-old children.  If you have ever watched one of these games, you will understand why – usually all the children are chasing the ball together, no spacing around the field, just a wild race

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