How 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. […]| CX Journey™
Culture dictates whether the tools and programs designed to enhance the employee experience are embraced or undermined. Here’s why culture is not only the foundation but also the necessary starting point.| CX Journey™
Fix the culture, fix the outcomes. What does it mean? How do you achieve it? Where do you begin? And why?| CX Journey™
A customer experience audit can take one of two formats or meanings. In this post, I talk about one of those two: the audit of the structure and strategy you have in place to deliver the experience your customers are having – or desire to have.| CX Journey™
So you've created a Culture Plan. How do you implement it? Who's involved? What are best practices for implementation?| CX Journey™
A Culture Plan is designed to shape, foster, maintain, and sustain your desired culture. How do you create this Plan, and who is involved?| CX Journey™
What is a Culture Plan? And why do I need one? Why is it important?| CX Journey™
Whether your business is large medium, or small, when it comes to developing a customer-centric organization, the soul of that transformation journey really is your corporate culture.| CX Journey™
From ForbesBooks comes Building a Winning Organization, the customer experience guide from Annette Franz, founder and CEO of CX Journey, Inc.| Annette Franz
