About 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.

Reduce Employee Effort for a Great Customer Experience

By Annette Franz| 2017-06-28T03:51:34+00:00 October 31st, 2016|Categories: CX Strategy, Employee Engagement, Organizational Adoption of CX|Tags: employee experience, employees, feedback, shoes|

There's a lot of talk about how much effort a customer is required to put forth to complete some task with an organization, whether it's to buy a product, to get an issue resolved, or to do something else. There's even a way to measure this effort, using the customer effort score (CES). If you're not [...]

Inside Out vs. Outside In Thinking

By Annette Franz| 2016-12-19T05:35:13+00:00 August 30th, 2016|Categories: Customer Centricity|Tags: customer, inside out, perspective, thinking|

In the world of customer experience, what's the difference between outside-in and inside-out? Inside-out thinking means your focus is on processes, systems, tools, and products that are designed and implemented based on internal thinking and intuition. The customer's needs, jobs, and perspectives do not play a part in this type of thinking; they aren't taken into [...]

I think it’s really good and one of the better online learning courses I’ve seen.

Scott Burns, Senior Director, Reliant

I received the knowledge in the six core competencies needed to pass the CCXP exam.

Jeff Hursey, Cisco Systems, USA

I can immediately apply the skills I learned leading me to make real changes for my company.

Cynthia Tang, Sunway Pyramid, Malaysia

I just wanted to let you know what a pleasure it was to hear you today. Your presentation was inspiring and clear, with good examples I will certainly not forget.

Luciana Panza, Gerente Operaciones y Procesos eCommerce Frávega, Buenos Aires, Argentina

The CXU Team has done an amazing service by putting together a robust and highly challenging question database that prepared me well for the CCXP exam. The CXU CCXP mock tests really do give one a genuine flavor of the nuances and fine shades of meanings of words that one sees in the CCXP test itself. The team is also highly receptive on customer feedback and take action on it with a closed-loop feedback mechanism thus exhibiting customer centric practices themselves!

Ghulam Ali, Epic Consulting, Dubai

About Annette Franz

Reduce Employee Effort for a Great Customer Experience

Inside Out vs. Outside In Thinking

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