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Annette Franz

What is ‘CX Transformation’ and why CX is the new business imperative for 2017 – Exclusive download

What is ‘CX Transformation’ and why CX is the new business imperative for 2017 – Exclusive download

by on April 15, 2017

Annette Franz, CCXP & Scott Draeger, M-EDP outline what is 'CX Transformation' and why CX is the new business imperative for 2017

On Tuesday February 7th, 2017, GMC Software in conjunction with media partners: Document Strategy magazine, CX Magazine, Connected Thinking and E-learn2grow held the industry's first ever CX Transformation Day online event. [more…]

CX Transformation – What does it all mean?

CX Transformation – What does it all mean?

by on April 7, 2017

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Annette Franz, CCXP & Scott Draeger, M-EDP [pictured] outlines what is 'CX Transformation' and why CX is the new business imperative for 2017

On Tuesday February 7th, 2017, GMC Software in conjunction with media partners: Document Strategy magazine, CX Magazine, Connected Thinking and E-learn2grow held the industry's first ever CX Transformation Day online event.

[more…]

The top 11 mistakes and best practices for designing an actionable customer journey map

The top 11 mistakes and best practices for designing an actionable customer journey map

by on February 21, 2017

You spent thousands of dollars on journey mapping consultants, workshops, and tools, and you’re thrilled to have survived the exercise and walked away with some great-looking maps. Then reality sets in. You were told that journey maps are the be-all-end-all tool for customer experience transformations.

But looking at your maps, you suddenly have no idea what you need to improve or how/ where to begin to improve it.

Now what? Where did you go wrong?

[more…]