CX Journey™

Helping to build winning organizations where people are front and center | #culture #employeeexperience #customerexperience

[CX Journey™ @CXJourney]

These are the key ingredients, the foundational elements, for #customerexperience transformation success .. Building Blocks of a Customer Experience Transformation Strategy | https://t.co/cnjLoA321g #custexp #empexp #cx #governance #leadership #culture #customerunderstanding

[Annette Franz @annettefranz]

Building a Stronger Culture Through Culture Audits - CX Journey™ https://t.co/umGTOHQY1q The goal of a culture audit is to assess how well an organization’s culture aligns with its stated values and goals and how it influences employee behavior, satisfaction, and performance.

[Annette Franz @annettefranz]

Customers Don’t Experience Your Intentions. They Experience Your Systems. https://t.co/tXtrd0ivOB Culture is what people believe, value, and feel
System is what people are required, enabled, and rewarded to do

[Annette Franz @annettefranz]

Grow NRR on Autopilot. Most cos say they want “proactive CX” & “scalable CS.” But if you look under the hood, almost every motion is still reactive, manual, & dependent on humans stitching together dashboards, decks, & data. @CastDotApp flips that model. https://t.co/ZeoFXT9kWG

[Annette Franz @annettefranz]

Who HR Reports To Says More Than You Think - CX Journey™ https://t.co/5OI7kFq0ke Org charts never lie. They reveal #leadership philosophy and priorities more honestly than any mission statement or engagement survey. #culture #workplace #employeeexperience #HR

[Annette Franz @annettefranz]

Silos Are For Farmers! - CX Journey™ https://t.co/Et5mlLVfv1 Silos cause pain for your employees: reduced efficiencies, wasted resources, killed productivity, reduced morale. Detrimental to create a customer-centric culture. They cause pain for customers, too.

[Annette Franz @annettefranz]

Customers Don’t Experience Your Intentions. They Experience Your Systems. - CX Journey™ https://t.co/tXtrd0ivOB Every organization has system. Was yours designed intentionally or did it evolve by default? If it’s the latter, it’s already working against you.

[Annette Franz @annettefranz]

Strategy Is a System, Not a Statement https://t.co/Ipbuiw3AtD Positivity tells ppl what matters. Strategy tells them what to/not to do, how to do it, and how decisions get made when tradeoffs show up. If your “strategy” doesn’t guide tradeoffs, it’s not a strategy. It’s a slogan.

[Annette Franz @annettefranz]

Connecting Organizational Silos to Leverage Data for a Better Experience https://t.co/kxnjrS7Pnf The go-to when silos exist is to break them down. But we don’t always have to do that. There r reasons for their existence; it just depends on the goals of the org and of the silos.

[Annette Franz @annettefranz]

First Principles, Outcome Tracing, and the Golden Thread https://t.co/V26vKf9eCv You're thinking about it all wrong. Most orgs solve problems by analogy: outcomes go sideways so they benchmark a competitor, import best practices, install a framework that worked somewhere else.

[Annette Franz @annettefranz]

Fix the Culture, Fix the Outcomes: What That Really Means - CX Journey™ https://t.co/PJPrr9pUQG Most organizations misunderstand both halves of the phrase. They misunderstand what it means to fix the culture, and they misunderstand what it means to fix the outcomes.

[Annette Franz @annettefranz]

A healthy herd doesn't thrive on movement alone. It needs nourishment. Learn more in the latest issue of Farm to Executive Table newsletter: Issue #26: Feed and Water – What Employees Need to Sustain Performance https://t.co/5kHQ3sD47J

[Annette Franz @annettefranz]

Strategy Is a System, Not a Statement - CX Journey™ https://t.co/Ipbuiw3AtD Leaders must identify where the system is working against the experience they say they want to deliver. That's where the real work begins.

[Annette Franz @annettefranz]

What Comes First: Mindset or Behavior? - CX Journey™ https://t.co/HycIzMmND0 Understanding the difference, the sequence, is important because organizations are spending enormous amounts of time, money, and energy on transformation efforts that don’t transform anything.

[Annette Franz @annettefranz]

Strategy Is a System, Not a Statement https://t.co/Ipbuiw3AtD Strategy isn't what you say; it's what you operationalize. The businesses that consistently deliver exceptional employee and customer experiences don't just have better intentions... they have better-aligned systems,

[Annette Franz @annettefranz]

Is It Challenging to Build and Sustain a Customer-Centric Culture? - CX Journey™ https://t.co/8o1V4y1zYc To operate your business in this fashion, it must be deliberately designed to be that way, it must be embedded in your core values.

[Annette Franz @annettefranz]

Strategy Is a System, Not a Statement https://t.co/Ipbuiw3AtD Most companies don’t fail because they lack good intentions. They fail because their culture says one thing, their employee experience reinforces another, and their customers experience something else entirely.

[Annette Franz @annettefranz]

Accountability: The Non-Negotiable in Culture Transformation https://t.co/r2cOud1c2N It's obligation/discipline to take ownership for actions, decisions, outcomes and answer for them w/transparency & integrity. It’s not abt blame. It’s abt responsibility, consistency, follow-thru

[Annette Franz @annettefranz]

First Principles, Outcome Tracing, and the Golden Thread https://t.co/zGtWARgVjA First-principles thinking rejects solving by analogy, strips problem down to its foundational, irreducible truths and reasons up from there, not from precedent, convention, or industry habit.

[Annette Franz @annettefranz]

When Guardrails Fail, Systems Break - and the Golden Thread Snaps https://t.co/F7GyTRwDXh Culture is the guardrails. Not values posters. Not leadership slogans. And not what leaders say they value. It’s what constrains and enables behavior when trade-offs appear.

[Annette Franz @annettefranz]

You Have Two Cultures. Which One Runs the Business? - CX Journey™ https://t.co/MOD0VwJo8D Every organization has two cultures operating simultaneously. They rarely align, and the gap between them is where most organizational dysfunction lives.