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Annette Franz

Annette Franz is a customer experience consultant and blogs at CX Journey, where she shares her passion for helping companies understand the importance of the employee experience and its role in delivering an exceptional customer experience. On her blog she reveals how to transform the organisational culture to ensure the customer is at the center of every conversation.

Annette has been recognised as one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and she also been recognised by several organisations as a top influencer in customer experience. She is an active CXPA member, as a CX Expert, CX Mentor, and a SoCal Local Networking Team Lead; she also serves on the Board of Directors.

Customer experience blogger and expert Annette Franz discusses what employee engagement is and what it is not. And, more importantly, how employers and employees can work together to achieve it I recently saw a note from a reporter with a reputable online publication asking for sources who had used company perks, as well as app, to track rewards...Full Article »
CX blogger Annette Franz on how prescriptive analytics allows companies to make data-driven decisions outlining the best action to take I'm often asked about the future of customer experience: What does it look like? What will companies focus on this year? What advancements should we expect to see? What are the latest tools to help companies...Full Article »
CX Expert Annette Franz asks the questions: What do the first 90 days on the job look like for a brand new Chief Customer Officer or VP of CX? When I spoke to Scott Draeger of GMC Software, one of the questions that he asked me is what I'd call the customer experience officer's (CXO's) "first 90 days". He asked me what CXOs would...Full Article »
CX expert and blogger Annette Franz discusses that ever increasing dilemma of customer-centricity and handy tools you can utilise to help you achieve this. Striving to make yours a customer-centric company? How does the customer become the centre of attention for your organisation? What tools should you have in your customer-centric toolbox?...Full Article »
CX expert and blogger Annette Franz talks about the importance of a ‘stay’ interview, rather than an exit one, to get a deeper understanding of employee satisfaction and increase engagement in the long-term. There is a clear linkage between the employee experience and the customer experience. We know this, and yet many companies still refuse to...Full Article »
CX expert and blogger Annette Franz highlights the importance of mapping customer journeys as part of the wider customer experience strategy. Have you started journey mapping yet? Or are you still wondering why it's an important tool to have in your customer experience management toolbox? I've written and talked about journey mapping...Full Article »
CX expert and blogger Annette Franz discusses the different silos organisations can have and how to break through them to deliver a better experience to your customers. Is your organisation suffering from silo-it is? If you answered that question with a "yes", you're not alone. Unless your company was intentionally built from the ground up...Full Article »
CX expert Annette Franz asks: Are you considering all of your channels when you think about the omni-channel experience? A couple months ago, I wrote about improving the omni-channel experience to reduce customer effort. In my closing statement, I mentioned that I'd write about a channel that you may not think about when you’re making the...Full Article »
CX expert and blogger Annette Franz, discusses the 7 deadly sins of customer experience – are you committing any of them? Recently, my kids asked me about the 7 Deadly Sins. I don't remember how the topic came up, but when they ask, I answer. Of course, as I ran down the list and explained them (in a PG kind of way), I pondered sins of the...Full Article »