CX Journey


CX Journey

CX Journey

Annette Franz began her blog, CX Journey™, as a way to share her learnings and experiences from the last 20+ years in the customer experience profession. The blog name originates from the quote, "success is a journey, not a destination" and the understanding that customer experience is a journey, as well, and a never-ending one at that. At the same time, designing the best possible customer experience means not only focusing on a single touch point but also - especially - on the entire customer journey. In a nutshell, these concepts summarise the underlying theme or framework for all of Annette’s writing on CX Journey.