Resources

I'll use this page to provide links to various interviews, documents, presentations, Hangouts, etc. that I've published or participated in.

Category: Online Interviews
InsideCXM: Q&A with Annette Franz
Customer Service Guru: A Chat with Annette Franz
Customers That Stick: Faces of Customer Experience: Annette Franz
Customer Engagement Magazine (Video and Print): How to Deliver an Amazing Customer Experience 
Laserfiche: 3 Questions with Annette Franz on Customer Experience
Leah Berry: 30 Experts in 30 Days (Video and Print): 10 Proven Tips to Improve the Customer Journey
Shmula.com: Customer Experience Perspectives - An Interview with Annette Franz
Heart of the Customer: Journey Mapping Interview with Annette Franz 
Servant Leadership: The Importance of Listening (The Ritz-Carlton Leadership Center)
Ta Tas at the Table: Annette Franz
Keatext Interview Series, Let's Talk about CX: Tech Trends Driving Customer Experience Strategies In 2017
CMSWire: Annette Franz: Without Happy Employees, Your 'CX Journey Is Already Marred'
Thematic: Guest Interview with CX Expert, Annette Franz
Guided Selling: 23 CX Experts Reveal the Best Ways to Measure Customer Experience Success

Category: Video Interviews
Quality Digest Interview: What is the Third Rail of Customer Experience
Customer Engagement Magazine (Video and Print): How to Deliver an Amazing Customer Experience 
CMO Brain: Customer Experience Mapping with Annette Franz
CMS-Connected Show: Are Expectations Too High for Customer Experience Management
Leah Berry: 30 Experts in 30 Days (Video and Print): 10 Proven Tips to Improve the Customer Journey
CX Transformation Day (GMC Software), Keynote Session (Video): CX Transformation – What Does It All Mean?
CX Transformation Day #2 (Quadient), Global Panel Interview (Video): Journey Maps: A Catalyst for Change
Tony Robbins Business Mastery Group (Facebook Video): Force 4 (Sales Mastery): Journey Mapping How-To Presentation and Discussion

Category: White Papers I Wrote
Best Practices for Managing a Team Remotely
Quadient: Don't Waste Your Time with Journey Maps
Quadient: The Convergence of Customer Communications Management and Customer Experience Management
Fuel Cycle: Drive Action with Your Customer Data

Category: eBooks I Wrote or Contributed To
Sprinklr (contributor): The Survival Guide to Customer Experience
Wrote for Quadient: The Authoritative Guide to Achieving CX Excellence: Unlocking the Power of Customer Communications Management (CCM)
CXPA (contributor): Q&A With the CX Experts
Wrote for Quadient: Rise of the Customer Experience Executive: How CX Earned a Spot in the C-Suite

Category: Webinars I've Hosted
Zendesk: 7 Steps to Customer Experience Heaven
Touchpoint Dashboard: 7 Deadly Sins of Journey Mapping
CustomerThink: Hooked On Customers Summit
Intradiem: The Employee Journey is Not a Vacation; It’s a Make-or-Break for Customer Service
Fuel Cycle: The Problem with VoC Programs Today - and How to Solve It
Fuel Cycle: 14 Principles of Journey Mapping
CallidusCloudCX: How to Stay Off the CX Loser List
CMSWire: 3 Secrets to Voice of the Customer Success
Fuel Cycle: Drive Action with Customer Data
APICS: Ease Customer Effort with an Enhanced Omnichannel Experience
Logi Analytics: 5 Steps to Making Data Actionable

Category: Podcasts
Amazing Business Radio with Shep Hyken: Annette Franz Reveals the 7 Deadly Sins of Customer Service
Fast Leader Show: Running into the Same Wall Constantly
Mariposa Leadership: Employee Experience = Customer Experience
Social Antipasti: The Rational and Emotional Sides of Customer Experience
Crack the Customer Code: Crack the Code on Journey Mapping
MindTouch Ask Me Anything: Customer Journey Mapping with Annette Franz
GMC Software InspireCast Series, CX Talk Part 1: Why CX is a Must for Business
GMC Software InspireCast Series, CX Talk Part2: Customer Journey Mapping for Business (part 1: challenges and best practices)
GMC Software InspireCast Series, CX Talk Part 3: Customer Journey Mapping for Business (part 2: ownership, measurement, and maintenance)
GMC Software InspireCast: Book Review on the Authoritative Guide to Achieving #CX Excellence 
GMC Software InspireCast: Rise of the Customer Experience Executive within the C-Suite

Category: Google Hangouts
CX Day 2013 Australian Google Hangout
CX Day 2013 Pacific Google Hangout
Fonolo Google Hangout: The Future of Customer Experience
CX Day 2014 Australian Google Hangout
CX Day 2014 Pacific Google Hangout

Category: Infographics
A Collection of CXO Infographics
A Collection of Customer Service Infographics
A Collection of Employee Engagement Infographics
A Collection of Leadership Quotes & Infographics

2 comments:

  1. Regarding this white paper: Best Practices for Managing a Team Remotely

    It's odd to me, here in 2012, that there is still so much attachment to an 18th century factory model for 21st century knowledge workers! Knowledge knows no boundaries, and I look forward to the day when increasing numbers of laptop jockies are freed from the confines of office distractions to work remotely from the location of their choice.

    Great article!

    ReplyDelete
    Replies
    1. Thanks, Sarah! Kate Nasser recently wrote a post on leading virtual teams... it's a great add and will hopefully help us advance the archaic thoughts on this topic! (http://katenasser.com/9-communication-essentials-for-leading-virtually-gdt/)

      Annette :-)

      P.S. For those who are wondering why it took me 4 months to respond to Sarah, I assure you I respond to your comments in a timely manner. Sarah and I just happen to know each other and have had this discussion many times over the last several years. She has reported to me twice (virtually) during that time. :-) I wanted to add a note about Kate's post here because it is quite relevant.

      Delete