CXpert - Customer Experience

I’ve been a huge fan of Annette Franz since my early consulting days. She’s always been incredibly generous with her time and advice – and her insights have shaped much of how I think about customer and employee experience.

Annette has just released her third book: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success. It’s a must-read for any leader who wants to unlock higher performance, stronger retention, and better customer experiences by truly prioritising their employees.

Recently, I sat down with Annette to talk about the book. We covered everything from culture and values to AI, remote work, and the candidate experience. I’ve transcribed our conversation into a two-part series.

If you care about performance, retention, and delivering better customer experiences by putting employees first, this is worth your time.

Employee Understanding - A Chat With Annette Franz An interview with Annette Franz about her latest book, Employee Understanding.

I was recently offered the opportunity to talk with Jon Briggs, EVP of Commercial Payments at KeyBank, and Tim Attinger, Co-Founder and President at OvationCXM, about how Key significantly reduced customer churn and improved their & by orchestrating customer journeys.

The Benefits of Orchestrating Customer Journeys - CXpert How KeyBank reduced customer churn and improved their CX by orchestrating customer journeys using OvationCXM.

Had a great chat with James Nathan on his wonderful podcast The Only One Business Show. We talked about what the oldest businesses in the world have in common, how new businesses can leverage the success of more established organisations, and why is more important now than ever before.

S4e17 Ben Motteram - 28:10:2022, 10.57 James chats with Ben Motteram, an internationally recognised thought leader, corporate advisor and keynote speaker who's named one of the world's most influential voices in the field of customer exper