Thinkers360
Interested in getting your own thought leader profile? Get Started Today.

Annette Franz, CCXP

Founder + CEO at CX Journey Inc.

Mission Viejo, United States

26176 Followers

Annette Franz is founder and CEO of CX Journey Inc. She’s got more than 25 years of experience helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Annette is the author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business).

She was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Some of that recognition is listed below, with a full list on her LinkedIn profile.

Annette serves as Chairwoman on the Board of Directors of the Customer Experience Professionals Association (CXPA), mentors other professionals in this field to help them advance their careers, and is a speaker and an avid writer; you can find her work not only on her own blog but also on Forbes, Business2Community, CustomerThink, Quality Digest, APICS Magazine, and more. She is a Certified Customer Experience Professional (CCXP).

She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience.

And, finally, she is an Advisory Board member for CX@Rutgers.

Available For: Authoring, Consulting, Influencing, Speaking
Travels From: Orange County, CA
Speaking Topics: customer experience, employee experience, culture

Annette Franz, CCXPPoints
Academic0
Author78
Influencer262
Speaker10
Entrepreneur160
Total510

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Company

Areas of Expertise

Analytics
Business Strategy 33.48
Change Management
Culture 43.67
Customer Experience 55.64
Design Thinking 36.53
Leadership 30.22
Management
Diversity and Inclusion 30.40

Industry Experience

Automotive
Engineering & Construction
Financial Services & Banking
Furniture
Hospitality
Insurance
Manufacturing
Professional Services
Retail
Telecommunications
Travel & Transportation

Please signin or signup to view publication section.

Publications

18 Article/Blogs
Keeping Employees Informed about Customer Experience Transformation Efforts
Import from wordpress feed
December 03, 2019
Communication is a critical tool to secure employee buy-in and adoption, and, especially, to educate employees about the ongoing changes that lie ahead. What questions do they have? What should you consider as you prepare your communication plan? (You have a plan, right?!)

See publication

Tags: Customer Experience

Reducing Customer – and Employee – Effort with Automation
Import from wordpress feed
November 26, 2019
I'm excited to be a keynote speaker at CCW Nashville in January. As part of our partnership, I am sharing some of the content created by my fellow event speakers and offered on the CCW website. If you're planning to attend, I've also included my code for a 20% discount!

See publication

Tags: Customer Experience

Customer Service Happens When the Experience Breaks Down
Import from wordpress feed
November 20, 2019
Why is it important to understand the difference between customer experience and customer service? Get the experience right. Design the experience to be simple, to meet customer expectations, to allow customers to painlessly do what they’re trying to do. And you’ll take a load off your customer

See publication

Tags: Customer Experience

Not Your Father’s Comcast
Import from wordpress feed
November 13, 2019
I was invited to participate in Comcast's CX Innovation Day on Monday, November 4. The event's purpose was to put a spotlight on CX innovation, specifically at Comcast. Comcast is doing some great things! They are not the same company that you remember from 5+ years ago. If Comcast can reinvent itse

See publication

Tags: Customer Experience

What Exactly is Employee Experience?
Import from wordpress feed
November 06, 2019
What exactly is employee experience? And why is it important? I define it and share some stats on why it's so important to put your employees more first!

See publication

Tags: Customer Experience

Understanding Customer Mindset with Journey Mapping
Import from wordpress feed
October 30, 2019
I'm excited to be a keynote speaker at CCW Nashville in January. As part of our partnership, I am sharing some of the content created by my fellow event speakers and offered on the CCW website. If you're planning to attend, I've also included my code for a 20% discount!

See publication

Tags: Customer Experience

Is Your Video Marketing Campaign Benefiting Your Customer Experience?
Import from wordpress feed
October 23, 2019
Today I'm pleased to share another guest post by Lexie Lu. In this post, Lexie shares the benefits of video marketing, including eight tips to ensure a great customer experience with your marketing efforts.

See publication

Tags: Customer Experience

Feedback Maps: Inventory and Make Sense of Your VoC Data
Import from wordpress feed
October 16, 2019
Today's post is an excerpt from my book. I write about how an why to create a feedback map.

See publication

Tags: Customer Experience

5 CX Questions Mystery Shopping Can Answer
Import from wordpress feed
October 10, 2019
Mystery shopping is a powerful tool to help you understand the experience that you're delivering for your customers. In this guest post, Linda Taylor of MattsenKumar shares five questions that mystery shopping can help to answer.

See publication

Tags: Customer Experience

CX Journey Musings: Hiring for Culture Fit
Import from wordpress feed
October 08, 2019
In the last several weeks, I've seen a couple articles - in reputable publications like Harvard Business Review and The Wall Street Journal - about the "dangers of hiring for culture fit." They cited that hiring for culture fit destroys things like diversity, creativity, and innovation. In this post

See publication

Tags: Culture, Diversity and Inclusion

Customer-Centric Culture Means Employees First
Import from wordpress feed
October 02, 2019
At the end of the day, your business focus has to be on the people who drive your business—both employees and customers (and vendors, partners, etc.). There can be no customer-centric culture without focusing on your employees first. So, really, it’s all about the people; perhaps to simplify thi

See publication

Tags: Customer Experience

Do Customers Really Want to Be in Control?
Import from wordpress feed
September 25, 2019
"Customers are in control." Why is that a headline these days? What's easy, convenient, or effortless about being in control? What do customers really want?

See publication

Tags: Customer Experience

CX Journey Musings: In the Name of Humanity…
Import from wordpress feed
September 18, 2019
I came across a video recently that was part of a social media campaign by GS Caltex, an energy firm, and has been shared and reshared by many call centers around the world. It's a really sad statement about humans when it has to come to this, but it has/did.

See publication

Tags: Customer Experience

8 Important Questions to Answer to Start Down the Path of Customer-Centricity
Import from wordpress feed
September 11, 2019
Today’s post originally appeared in Forbes on December 21, 2018. How can companies ensure that they are ready to put the customer at the center of all they do? Customer-centric companies put the customer at the center of all they do; they ensure that they make no decisions without first thinki

See publication

Tags: Customer Experience, Leadership, Culture

Journey Mapping Definitions Bring Clarity
Import from wordpress feed
September 04, 2019
Today's post contains an excerpt from my first book, which is now available on Amazon!

See publication

The “New” Purpose of a Business
Import from wordpress feed
August 28, 2019
CEOs from 181 corporations signed a statement on the "purpose of a corporation" last week. In this post, I share my thoughts on that, offer up some next steps for the CEOs, and question why it took so long!

See publication

Tags: Customer Experience

Linking Behaviors to Core Values
Import from wordpress feed
August 21, 2019
Have you linked your core values to acceptable or desired behaviors to help employees understand what they mean? And then linked those to outcomes for the business? If not, you ought to. Here's how!

See publication

Tags: Culture, Leadership

Deliver New Value to Your Customers with Future-State Journey Mapping
Import from wordpress feed
August 14, 2019
The fifth step in my journey mapping process is Ideate, which is all about ideating solutions to existing customer pain points and designing a better experience for tomorrow.

See publication

Tags: Customer Experience

1 Board Membership
Board Chair, Customer Experience Professionals Association
Customer Experience Professionals Association
January 01, 2020
Founded in 2011, the Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession.

The CXPA supports the professional development of its members and advances the field by providing shared best practices and education, developing standards, offering networking opportunities, promoting the industry, and creating a better understanding of the discipline of Customer Experience.

See publication

Tags: Customer Experience

1 Book
Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business)
KDP
September 03, 2019
Struggling to ensure that the customer is at the center of all your business does?

This book is your guide to putting the “customer” in customer experience.

Not sure what that means? Well, for starters, too many executives believe they are delighting their customers. Why wouldn’t they think that?! When they focus on growth, those customer acquisition numbers are pretty sweet, but they don’t tell the real story.

Prioritizing customer retention is critical. But you can’t just throw technology at it, give it some lip service, and call it a day. Retention is hard work! You’ve got to understand who your customers are and what problems they are trying to solve or what jobs they are trying to do. Then you’ve got to use that understanding to design an experience that helps customers achieve their goals. That’s the key to putting the customer in customer experience!

Ultimately, you need to bring the customer voice into all meetings, decisions, processes, and designs. The customer must be at the center of all you do. After all, it’s all about the customer!

In this book, I cover the three approaches to customer understanding: surveys and data, personas, and journey mapping. I could’ve written the whole book about journey mapping, but there’s so much more to building a customer-centric business than journey mapping. The culture must first be deliberately designed to put the customer at the heart of the business. And all foundational elements of a CX transformation must be in place to make that happen.

With that knowledge, read this book and:

Learn about the three approaches you must use to understand your customers, why you must use them, and how they work together.
Create an action plan to ensure insights gleaned from these three approaches are implemented in your organization.
Develop and assign personas to your customers in order to better understand their needs, goals, problems to solve, and jobs to be done.
Learn the difference between touchpoint maps and journey maps and how touchpoint maps can still be a valuable asset in your customer experience toolbox.
Understand why journey mapping is called the backbone of customer experience management – and how to make it so in your organization.
Set up and facilitate your own current-state and future-state journey mapping workshops with customers.
Set up and facilitate service blueprint workshops with internal stakeholders.
Find out how to put the customer at the heart of your business.
And more!

See publication

Tags: Culture, Customer Experience, Design Thinking

3 Founders
Experia Summit
Annette Franz
September 01, 2019
Experia Summit is a virtual summit for experience management professionals. In just five days, learn from the best of the best about how to build a people-centric organization that not only puts people first but also experiences phenomenal growth as a result of that.

See publication

Tags: Business Strategy, Culture, Customer Experience

Co-Founder, Partner
Insight Wave
December 01, 2018

See publication

Tags: Culture, Customer Experience

CX Journey Inc.
Annette Franz
April 07, 2017
CX Journey Inc. is a customer experience strategy consulting firm that specializes in laying the groundwork required to establish a CX roadmap and strategy that will drive your culture transformation efforts and ensure that the customer is at the center of all you do. We offer a variety of services, including coaching, consulting, workshops, speaking, and thought leadership/content.

See publication

Tags: Business Strategy, Culture, Customer Experience

2 Keynotes
Customer Understanging: Put the “Customer” in Customer Experience and at the Heart of Your Business
CX Talks
October 22, 2019

See publication

Tags: Culture, Customer Experience, Leadership

Put the "Customer" in Customer Experience
Freshworks
November 19, 2018

See publication

Tags: Customer Experience, Design Thinking

Blog

Opportunities

Contact Annette Franz, CCXP

Media Kit

Share Profile

Contact Info

  Profile

Annette Franz, CCXP