Annette Franz Founder | Coach | Keynote Speaker | Author | Putting the "Customer" in Customer Experience | CXPA Board Chair
  • CX Journey

Annette Franz has more than 25 years of experience helping companies understand their employees and customers, identifying what drives retention, satisfaction, engagement, and the overall experience, and designing customer experience strategies to deliver a better experience for all constituents.

4 Articles
over 2 years ago
cx-journey.com

INFORM YOUR CX STRATEGY WITH JOURNEY MAPS

Journey mapping is the most critical and pivotal component in any customer experience transformation. An in-depth und...

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over 2 years ago
cx-journey.com

CX JOURNEY™ MUSINGS: CULTURE IS THE FOUNDATION

This week, I’m continuing my series about lessons and takeaways from the crisis we are living through right now.

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over 2 years ago
cx-journey.com

3 HIDDEN ELEMENTS YOUR CX STRATEGY NEEDS TO ACHIEVE SUCCESS

Buyers today are relying on customer reviews now more than ever before. In many cases. before a buyer even visits you...

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over 2 years ago
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GREAT RECESSION LEARNINGS THAT CAN BE APPLIED TO YOUR POST-PANDEMIC CX

In 2008, Ingrid Lindberg was in a newly formed role (Customer Experience Officer, or CXO) at a Fortune 100 company, c...

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