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Annette Franz, CCXP

Founder + CEO at CX Journey Inc.

Mission Viejo, United States

26430 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
Author126
Influencer443
Speaker20
Entrepreneur90
Total679

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Company

Areas of Expertise

Analytics
Business Strategy 31.82
Change Management 30.23
Culture 40.20
Customer Experience 43.75
Design Thinking 37.40
Leadership 30.62
Management 30.07
Diversity and Inclusion 30.29
Future of Work 30.07
RPA 30.27
Customer Loyalty 31.26
Innovation 30.04
Marketing 30.19
CRM 30.27

Industry Experience

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

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Publications

63 Article/Blogs
5 THINGS EVERYONE GETS WRONG ABOUT CUSTOMER SERVICE
CX JOURNEY™
November 17, 2021
Customer service is an important part of not only the customer experience but also the success of a business. Get it wrong and a lot of other pieces of the customer experience and the customer relationship with your brand might (will) fall apart. According to Microsoft, 96% of consumers around the world say customer service is an important factor when it comes to brand loyalty.

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Tags: Customer Experience, Customer Loyalty

THE KEY TO A GREAT CUSTOMER EXPERIENCE IS COLLABORATION
CX JOURNEY™
November 10, 2021
We know that the customer experience is important to the success of any organization. Customers are king, and they vote with their wallets – and with their feet. It’s critical that the experience meets customers’ needs and expectations. Today, customers expect the experience to be simple, effortless, seamless, personalized, convenient, and fast.

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Tags: Customer Experience, Culture, Customer Loyalty

THE STATE OF CX: FALL 2021
CX JOURNEY™
November 03, 2021


It’s that time of the year again when folks are looking for predictions about what customer experience will look like next year and beyond. I find it more interesting to reflect on this year as a follow-up to the shitshow that was known as 2020. What did brands learn last year? What are they doing differently this year? Will it stick going into the future? (That’s where the real trends and predictions lie.) How quickly did customer insights rise in importance? How are they being used now?

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Tags: Customer Experience, Customer Loyalty

FROM SALES-CENTRIC TO CUSTOMER-CENTRIC: THREE CRITICAL STEPS
CX JOURNEY™
October 20, 2021
A few months ago, I wrote a post on what it looks like when a company is sales-centric. I’ve seen this culture many times over the last year or so (and prior, for sure, but examples overwhelmingly landed on my desk this year). If you haven’t read that post, it’s an important precursor to this one.

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Tags: Customer Experience, Culture, Customer Loyalty

EVOLVING YOUR CUSTOMER SUCCESS APPROACH
CX JOURNEY™
October 13, 2021
I originally published today’s post on Forbes. It appeared on their site on August 23, 2021.

The Customer Success profession was born in 1996, when Vantive, a CRM vendor, realized that their system had a failure rate so high that it drove customers away and sealed the fate of their desire for 100% of customers to be referenceable. Marie Alexander, a former Vantive customer, was hired to help stem the tide. She created a Customer Success department and introduced Customer Success Managers (CSMs) to potential new customers, letting them know there was staff responsible for ensuring their success using the Vantive platform. (Interestingly, so many have credited Salesforce with the concept of customer success, but alas, it was not.)

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Tags: Customer Experience, Customer Loyalty

PRIORITIZATION AND DECISION-MAKING TOOLS: A DELIBERATE 7-STEP DECISION-MAKING CHECKLIST
CX JOURNEY™
October 06, 2021
Last week, I wrote about the RICE Scoring Model, a method used to prioritize initiatives and make smarter decisions. I also mentioned a couple of other post in which I talked about prioritization methods and criteria:

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Tags: Customer Experience, Leadership, Culture

PRIORITIZATION AND DECISION-MAKING TOOLS: THE RICE SCORING MODEL
CX JOURNEY™
September 29, 2021
As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to build the business case and help your executives prioritize those initiatives – because there are typically many improvements that need to be made.

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Tags: Customer Experience, Leadership, Customer Loyalty

CX JOURNEY MUSINGS: VALUES CREATE VALUE
CX JOURNEY™
September 22, 2021
Culture is so important to your business. The right culture is even more important. If you ask me, the right culture is always one that is customer-centric. Putting the customer at the heart of the business is what makes the world, er, the business, go round.

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Tags: Customer Experience, Culture

WHAT’S IMPEDING CHANGE IN YOUR BUSINESS?
CX JOURNEY™
September 08, 2021
You know you need to make changes in the business, but there are competing forces, those that help to drive the change and those that impede the change. How do you identify and then solve for each of those and, ultimately, bring everyone together?

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Tags: Customer Experience, Leadership, Change Management

TIPS TO ACTIVATE YOUR CUSTOMER PERSONAS
CX JOURNEY™
September 01, 2021
A few weeks ago, I wrote about Seth Godin’s concept of finding your Who, which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: their (customer) beliefs, their dreams, their desires. It’s a reminder that developing personas is so important to customer experience design. And it’s a reminder that we should be finding products for our customers, not customers for our products.

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Tags: Customer Experience, Design Thinking

CX JOURNEY MUSINGS: NOTHING CHANGES IF NOTHING CHANGES
CX JOURNEY™
August 25, 2021
First and foremost, the CEO must deliberately define (and drive) the culture to be one that puts the customer’s best interests at the center of all the business does. Then, it takes the entire organization to be committed to it, to work together toward a common goal, to put the “customer” in customer experience. You know that there’s a lot of lip service about customer experience and improving the customer experience, but until you put the customer into everything you do, well, it’s just that—lip service.

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Tags: Customer Experience, Leadership, Change Management

CHANGE MANAGEMENT AND THE 20/60/20 RULE
CX JOURNEY™
August 18, 2021
I’ve written about change and change management several times over the years, especially last year. After all, customer experience management really is (all about) change management. Change is hard. Well, it can be. But it’s especially hard when not everyone sees or agrees with your change vision.

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Tags: Leadership, Change Management

VISIONARY COMPANIES: ONE PART VISION, MANY PARTS ALIGNMENT
CX JOURNEY™
August 11, 2021
In business and especially in our customer experience work, we seek alignment – from both executives and employees. Executives must all be on the same page; there must be a unified approach and commitment to the work that lies ahead. At the same time, we’ve got to bring employees along, as well, and ensure that everyone is on board to do the work. For employees, this best happens when they are involved in decisions rather than having the outcomes of the decisions forced on them.

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Tags: Customer Experience, Leadership, Culture

7 WAYS TO KEEP THE CUSTOMER TOP OF MIND
CX JOURNEY™
August 04, 2021
“How do you keep the customer top of mind when everybody is working remotely right now?” This was the question that Ben Motteram and I tackled on one of our recent calls. The following is a transcript of the call.

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Tags: Customer Experience, Culture

FINDING YOUR WHO
CX JOURNEY™
July 28, 2021
Simon Sinek popularized the concept of finding your Why, which he defines as the purpose, cause, or belief that drives you. He states that the concept is “grounded in the tenets of the biology of human decision making.” Once you find your Why, you can live in alignment with it. Truly an important concept and exercise, both for business and for life, in general.

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Tags: Customer Experience, Marketing

BUILDING THE BUSINESS CASE: NO PAIN, NO GAIN
CX JOURNEY™
July 21, 2021
One of the most-commonly requested needs – often as a result of CEO/executive asks – is to build the business case for the business to focus on the customer experience. (It’s painful just to write that without thinking about this open letter to CEOs, excerpted from my book, Customer Understanding.)

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Tags: Customer Experience, Change Management

CX JOURNEY MUSINGS: WHICH COMES FIRST, EXPECTATIONS OR PERFORMANCE?
CX JOURNEY™
July 14, 2021
Customers try your brand with a set of expectations (your brand promise) in mind. How you perform against those expectations leads to some level of satisfaction. If performance meets or exceeds expectations, then customers have a higher level of satisfaction and/or loyalty. If performance is less than expectations, then the brand promise has been broken – no explanation needed on what that means for your company. One sidebar to note here: consumers have higher expectations of iconic brands.

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Tags: Customer Experience, Culture, Customer Loyalty

CX JOURNEY MUSINGS: RIDE FOR THE BRAND
CX JOURNEY™
July 07, 2021
What is a brand? And what does it mean to ride for the brand?

Having grown up on a farm, I know brands and branding well. In farm and ranch life, a brand is an identifier for your livestock, a symbol imprinted on an animal’s skin/hide. (There are other forms beyond the iron branding tool, such as ear tags to identify ownership, i.e., to which farmer that animal belonged.) According to The Cowboy Accountant, “In the early days of the American west, a brand was a ranch’s trademark, used to separate and document ownership of livestock. The brand also represented pride, duty, and stewardship, which inspired loyalty and dedication.”

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Tags: Customer Experience, Culture

CX JOURNEY MUSINGS: ARE YOU SALES-CENTRIC OR CUSTOMER-CENTRIC?
CX JOURNEY™
June 30, 2021
There’s a difference? Yes, there is.

I’ve been involved in a few conversations lately where it was quite obvious that what these folks were talking about clearly described sales-driven and sales-centric organizations, but not all parties to the conversations agreed with my assessment of the situation.

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Tags: Customer Experience, Culture, Customer Loyalty

CX JOURNEY MUSINGS: CONSENSUS OR ALIGNMENT?
CX JOURNEY™
June 23, 2021
Consensus versus alignment: is there a difference? Does it matter? Where does it apply in your customer experience work?

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Tags: Customer Experience, Culture

STRENGTHENING RELATIONSHIPS THROUGH CUSTOMER SUCCESS
CX JOURNEY™
June 16, 2021
The history of the Customer Success profession dates back to 1996, when a CRM vendor, Vantive, realized that their system had a high failure rate, an issue that certainly didn’t help their quest to have 100% of their customers willing to serve as references. Marie Alexander created and led a department she called Customer Success. She introduced team members to prospects, letting them know that the Customer Success Managers were there to ensure the prospect would be successful using Vantive.

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Tags: Customer Experience, CRM, Customer Loyalty

EMPLOYEE EXPERIENCE: ARE YOU PROVIDING FEEDBACK OR FEEDFORWARD?
CX JOURNEY™
June 09, 2021
A critical component of a great employee experience is feedback – both from peers and from management. The iterative, continuous improvement that happens as a result of that feedback is important to an employee’s development, productivity, and engagement. But does that improvement really happen? Or is providing/receiving feedback more of a demoralizing exercise?

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Tags: Customer Experience, Culture

RESTORING CUSTOMER CONFIDENCE?
CX JOURNEY™
June 02, 2021
The topics of customer trust and customer confidence have come up in conversations a few times recently, especially as it relates to pandemic and post-pandemic actions by several companies. More on that in a moment. To start with, I thought I’d take a closer look.

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Tags: Customer Experience, Culture, Customer Loyalty

INTERVIEWING FOR CULTURE FIT
CX JOURNEY™
May 26, 2021
“Hiring for culture fit” is always a hot topic. I love it. I think it’s so important that you get the right people on the bus to ensure you (a) have the culture you desire, (b) deliver the experience customers desire, and (c) see the business results you desire. I’ve written about it a couple times:

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Tags: Customer Experience, Culture

IDEATING THE FUTURE STATE CUSTOMER EXPERIENCE
CX JOURNEY™
May 19, 2021
I’ve been know to say, “You can’t transform something you don’t understand.” You don’t want to change things that are working well or that create value for your customers. So know the current state and what to fix and what to maintain before designing the future state. Know the current state so that you can make near-term fixes and improvements while you’re re-imagining and redesigning the future state, which can take some time.

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Tags: Customer Experience, Culture

CUSTOMER SUCCESS: BUILDING VALUE FOR CUSTOMERS FASTER THAN THEY CAN ON THEIR OWN
CX JOURNEY™
May 12, 2021
There are so many different customer experience roles these days that I wrote a post a few months ago called “Customer [Insert Term Here]: What Do They All Mean?” In the past, I’ve written a few times about the difference between customer experience and customer service. And back in 2018, I homed in on the difference between customer experience and customer success. Ultimately, I believe that customer experience is the umbrella discipline, and if we get the experience right all of the sub-disciplines will be less costly and their workloads will be simpler and more streamlined.

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Tags: Customer Experience, Culture, Customer Loyalty

EMPATHY MAPS ARE NOT JOURNEY MAPS – AND VICE VERSA
CX JOURNEY™
May 05, 2021
Back in 2019, I shared an excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business, that outlines the various types of maps that you may encounter or use in your work to understand and redesign the customer experience.

Over time, and especially recently, I realized that I probably should’ve included one other map definition in that section of the book for clarity, although there’s a reason I didn’t, which you’ll understand shortly. I’m talking about empathy maps. Too many people think empathy maps are a form of journey map. They are not.

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Tags: Customer Experience, Customer Loyalty

PROVING THE ROI OF REDUCING CUSTOMER EFFORT
CX JOURNEY™
April 28, 2021
As a follow on to the post, Four Actions to Take on Customer Effort Feedback, you’re likely going to need to prove the ROI of reducing customer effort. In this post, I’ll talk about five steps to prove the ROI.

So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand. You’ve uncovered some real pain points for customers – parts of the experience that require more effort on their part than they expected or deserve! It’s time to take action and make some improvements. [maybe a link here to the previous article on how to take action on CES]

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Tags: Customer Experience, Culture, Customer Loyalty

FOUR ACTIONS TO TAKE ON CUSTOMER EFFORT FEEDBACK
CX JOURNEY™
April 21, 2021
One of the biggest mistakes companies can – and do – make with customer feedback is to do nothing at all with it. Remember the old Gartner statistic: 95% of companies collect customer feedback. Yet only 10% use the feedback to improve, and only 5% tell customers what they are doing in response to what they heard.

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Tags: Customer Experience, Culture

EMPLOYEE EXPERIENCE DRIVES THE CUSTOMER EXPERIENCE: BUT IT’S NOT JUST ABOUT THE FRONTLINE
CX JOURNEY™
April 14, 2021
I’ve had a lot of conversations in recent weeks about how the employee experience drives the customer experience, but the part that stands out from these conversations is the common thread: that the customer experience only happens via, or is only shaped by, the frontline employees.

That is just not true.

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Tags: Customer Experience, Culture

CX JOURNEY MUSINGS: THE MORE THINGS CHANGE, THE MORE THE EXCUSES DON’T
CX JOURNEY™
April 07, 2021
Change is hard. We know that. But it’s even harder when we hear nothing but excuses for why something can’t be done or why it shouldn’t change.

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Tags: Customer Experience, Culture, Change Management

CX JOURNEY MUSINGS: THE EXPERIENCE IS EVERYTHING
CX JOURNEY™
March 31, 2021
In last week’s post, I wrote about some findings in Salesforce’s latest State of the Connected Customer report. One of the graphics for the first finding, “customer connections are essential,” stood out to me. The title of the chart is, “Amid Crises, Experience Remains a Key Differentiator.” I agree with that. It’s the sub-title that struck me: “The Experience a Company Provides Is as Important as Its Products or Services.”

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Tags: Customer Experience, Culture, Customer Loyalty

CUSTOMERS ARE RE-EVALUATING THEIR BRAND RELATIONSHIPS
CX JOURNEY™
March 24, 2021
I recently got my hands on a copy of Salesforce’s latest State of the Connected Customer report, which captures customers’ thoughts from midway through 2020 and, ultimately, the pandemic and other societal crises during the year. At this point, the key findings are probably not a surprise to read, but the details and stats behind them are interesting, nonetheless.

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Tags: Customer Experience, Culture

MARKETING IN THE ERA OF THE CUSTOMER EXPERIENCE
CX Journey Inc.
March 17, 2021
What customers are seeing and experiencing vs. what brands are saying can often be in conflict. The gap between Marketing and Customer Experience (CX) teams is largely responsible for that. In this article, I’ll pose some conversation starters to help bridge that gap and get everyone working together for the benefit of the customer – and, ultimately, the business.

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Tags: Customer Experience, Leadership, Marketing

BREAKING DOWN SILOS BETWEEN PRODUCT AND CX
CX JOURNEY™
March 10, 2021
Designing and delivering a cohesive end-to-end customer experience is important for brands to do. To make this happen, your entire organization must be integrated and aligned to work toward that goal. In this article, I’ll address the gap between two important parts of your organization that must be bridged in order to achieve this goal.

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Tags: Customer Experience, Culture

CUSTOMER ENGAGEMENT: BEYOND PERSONALIZATION TO HYPER-PERSONALIZATION
CX JOURNEY™
March 03, 2021
I originally wrote today’s post for GetFeedback. It appeared on their site on March 1, 2020.

According to Salesforce, 51% of customers expect that brands will anticipate their needs and make relevant suggestions before they make contact – by 2020. Well, here we are!

It’s amazing how much business has changed in the last 20+ years, and yet, it’s incredible how much it hasn’t. Take for example the concept of 1:1 marketing, introduced by Don Peppers and Martha Rogers in the late 90s. They defined 1:1 marketing (also called relationship marketing or customer-relationship management) as “being willing and able to change your behavior toward an individual customer based on what the customer tells you and what else you know about that customer.” Sounds like something that has been referred to as “personalization” in recent years but has evolved even further to “hyper-personalization” in 2020.

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Tags: Customer Experience, Culture

CUSTOMER-CENTRICITY: WHAT EXACTLY IS IT?
CX JOURNEY™
February 24, 2021
The terms “customer-centric” and “customer-centricity” get thrown around a lot; oftentimes, it’s quite clear that they’re being used out of turn. I believe “customer-centric” is often confused with “customer focus,” and the two are very different.

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Tags: Customer Experience, Culture

HUMANIZING AUTOMATION TO HELP EMPLOYEES WORK SMARTER NOT HARDER
CX JOURNEY™
February 17, 2021
Back in late 2015, I wrote an article titled Work Harder or Smarter? in which I offered up some ways to help employees work more efficiently – ultimately, to work smarter. The last item on the list was automation. Fast forward five plus years, and automation is likely at the top of the list now for a lot of companies! But for many, the term “automation” brings chills, with visions of job losses and customer frustration.

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Tags: Customer Experience, Culture

TRANSFORMING THE CUSTOMER EXPERIENCE FROM THE INSIDE OUT
CX JOURNEY™
February 10, 2021
I’ve written about inside out thinking and behavior a few times, but today’s focus on inside out is a little different.

I often receive requests to train employees on how to deliver a great customer experience. Awesome. I love where they’re headed with that request, but there’s so much more to delivering a great experience than simply training employees to do so. (Yes, that’s a part of it, but not the first part.) As I like to say, you have to fix what’s happening on the inside (leadership, culture, employees) before you can fix what’s happening or do better on the outside (for customers, vendors, partners, and others in your ecosystem).

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Tags: Customer Experience, Design Thinking, Leadership, Culture

PARTICIPATIVE RELATIONSHIPS: CO-CREATE THE EXPERIENCE WITH CUSTOMERS
CX JOURNEY™
February 03, 2021
In 2019, I wrote about this marketing phenomenon that I kept hearing about, that customers are in control, that they have all the power. I never felt like that was right. In that post, I wrote: So, when you see those headlines about customer control and customer...

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Tags: Customer Experience, Innovation, Customer Loyalty

CUSTOMER [INSERT TERM HERE]: WHAT DO THEY ALL MEAN?
CX Journey™
January 27, 2021
Here’s an uncomfortable – yet indisputable – truth: you are in business to create and to nurture customers. Without customers – and especially without employees to create your products and to serve your customers – you have no business. Regardless of company size, region, industry, etc., you are in business for the customer, because of the customer.

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Tags: Customer Experience, Customer Loyalty

12 TIPS TO IMPROVE YOUR CSAT SCORE
CX Journey™
January 20, 2021
You know your customers are satisfied because the customer satisfaction (CSAT) score that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so – it usually can be. So, what’s a company to do to earn even better CSAT scores?

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Tags: Customer Experience

HOW TO TAKE ACTION ON YOUR CUSTOMER FEEDBACK
CX Journey™
January 13, 2021
Author and businessman Harvey Mackay once said: “You learn when you listen. You earn when you listen – not just money, but respect.”

Those words could not be truer when it comes to customer experience and to your business.

Listening (to customers) is one of the most powerful tools in your toolbox. As Harvey says, you learn when you listen. You learn about the customer, about her expectations, about how well you’re performing against her expectations, about how your products and services help her solve her problems, and more.

The respect part of Harvey’s quote comes from doing something with what you learn. Unfortunately, this is where a lot of businesses fall down. Don’t be one of those businesses! Let me help you take what you hear and what you learn from customers and do something with it. Afterall, insights without action are just expensive trivia!

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Tags: Customer Experience

ON BECOMING CUSTOMER-CENTRIC: USING THE HEAD, HEART, AND HANDS MODEL
CX JOURNEY
January 06, 2021
I was recently introduced to the Head, Heart, and Hands Change Model. On the surface, as we think about customer experience, these words make total sense. They align with Thinking, Feeling, and Doing (which I say are the key differentiators between actually creating a journey map and, well, not).

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Tags: Customer Experience, Management, Culture

CUSTOMER TRUST: A TWO-WAY STREET
CX JOURNEY
December 23, 2020
You can see that transparency and integrity are huge components in earning your customers’ trust, as is consistency. I would add authenticity – do what you say you’re going to do; be who you say you are – to that, as well.

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Tags: Customer Experience

Keeping Employees Informed about Customer Experience Transformation Efforts
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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?!)

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Tags: Customer Experience

Reducing Customer – and Employee – Effort with Automation
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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!

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Tags: Customer Experience, Future of Work, RPA

Customer Service Happens When the Experience Breaks Down
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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

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Tags: Customer Experience

Not Your Father’s Comcast
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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

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Tags: Customer Experience

What Exactly is Employee Experience?
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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!

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Tags: Customer Experience

Understanding Customer Mindset with Journey Mapping
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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!

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Tags: Customer Experience

Is Your Video Marketing Campaign Benefiting Your Customer Experience?
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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.

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Tags: Customer Experience

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

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Tags: Customer Experience

5 CX Questions Mystery Shopping Can Answer
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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.

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Tags: Customer Experience

CX Journey Musings: Hiring for Culture Fit
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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

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Tags: Culture, Diversity and Inclusion

Customer-Centric Culture Means Employees First
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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

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Tags: Customer Experience

Do Customers Really Want to Be in Control?
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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?

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Tags: Customer Experience

CX Journey Musings: In the Name of Humanity…
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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.

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Tags: Customer Experience

8 Important Questions to Answer to Start Down the Path of Customer-Centricity
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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

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Tags: Customer Experience, Leadership, Culture

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

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The “New” Purpose of a Business
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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!

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Tags: Customer Experience

Linking Behaviors to Core Values
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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!

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Tags: Culture, Leadership

Deliver New Value to Your Customers with Future-State Journey Mapping
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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.

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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.

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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
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.

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Tags: Customer Experience, Design Thinking, Culture

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.

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Tags: Business Strategy, Culture, Customer Experience

Co-Founder, Partner
Insight Wave
December 01, 2018

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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.

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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

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Tags: Culture, Customer Experience, Leadership

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

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Tags: Customer Experience, Design Thinking

1 Video
WHAT’S THE SECRET TO A GREAT CUSTOMER EXPERIENCE?
CX JOURNEY
December 30, 2020
I’ll keep today’s post simple – and fun. Bob Farrell, founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!!), when he developed a motivational speech for new employees called Give ’em the Pickle!, based on a letter he received from a disappointed customer.

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Tags: Customer Experience

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Annette Franz, CCXP