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Annette Franz, CCXP

Founder + CEO at CX Journey Inc.

Mission Viejo, United States

26195 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
Author89
Influencer262
Speaker20
Entrepreneur90
Total461

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
Culture 39.81
Customer Experience 41.62
Design Thinking 37.50
Leadership 30.40
Management 30.13
Diversity and Inclusion 30.43
Future of Work 30.10
RPA 30.39
Customer Loyalty 30.09
Innovation 30.04

Industry Experience

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

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Publications

26 Article/Blogs
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, Design Thinking

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, Design Thinking, Innovation

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