Author: Annette Franz

Annette Franz is CEO of CX Journey Inc, a boutique customer experience consulting firm that specializes in laying the groundwork required to establish a CX strategy that will drive your culture transformation efforts. Her beliefs are that (1) customer understanding along the customer experience journey is key to developing a strategy that allows both customers and businesses to achieve their desired outcomes, and (2) the employee experience - and your culture - cannot be an afterthought; as a matter of fact, they should be your #1 priority. Previously, Annette developed and led global teams of customer experience consulting professionals, guiding them to sell, consult on, design, implement, and operationalize enterprise-wide customer experience solutions that drove business and organizational improvements.