Author Archives: Annette Franz

Through her blog, CX Journey (http://www.cx-journey.com/), Annette Franz shares her passion for helping companies understand the importance of the employee experience and its role in delivering an exceptional customer experience, as well as how to transform their cultures to ensure the customer is at the center of every conversation. She is a Certified Customer Experience Professional (CCXP), is CEM Certified, and is a local networking lead for the Customer Experience Professionals Association (CXPA). She was recently recognized as one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and has been recognized by several organizations as a top influencer in Customer Experience.

Go and See for Yourself
By Annette Franz | April 5, 2016
The Challenges of Employee Retention
By Annette Franz | February 23, 2016
Ever-Elusive Customer Experience ROI
By Annette Franz | January 25, 2016
Linking Customer Experience and Partner Success
By Annette Franz | December 17, 2015
Improve the Omnichannel Experience, Reduce Customer Effort
By Annette Franz | October 15, 2015
What is Herd Mentality in Your Customer Experience Strategy?
By Annette Franz | September 17, 2015
Use Customer Voice to Pull Your Company Out of an Innovation Rut
By Annette Franz | August 20, 2015
Mark Your Spot: Does Customer Experience Benchmarking Tell Us the Right Things?
By Annette Franz | July 16, 2015
15 Ways to Build Employee Efficiency
By Annette Franz | June 18, 2015
Employee Empowerment Increases Productivity
By Annette Franz | May 21, 2015
Employee Effort: Are They Just Spinning Their Wheels?
By Annette Franz | April 23, 2015
Employee Engagement Drives Business Growth
By Annette Franz | January 22, 2015