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.

Are You On the Customer Experience Naughty List?
By Annette Franz | December 16, 2014
Storytelling is a Trojan Horse for Customer Experience Learning
By Annette Franz | November 20, 2014
Measure Twice, Cut Once (A Mantra for CX Change Management)
By Annette Franz | October 22, 2014
Customer Satisfaction Means Never Confusing Your Customer
By Annette Franz | September 25, 2014
8 Steps for Customer Experience Change Management
By Annette Franz | September 2, 2014
Where is the CX Inflection Point in Your Customer Engagement?
By Annette Franz | June 19, 2014
The Customer-centric Approach: Are Your Customers Persona Non Grata?
By Annette Franz | May 19, 2014
The Most Important #CX Training Tool for Your Business
By Annette Franz | April 14, 2014