Annette Franz
Annette Franz is founder and Chief Experience Officer of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, consultant, and speaker. She has 25+ years of experience in helping companies understand their employees and customers in order to identify what makes for a great experience and what drives retention, satisfaction, and engagement. She's sharing this knowledge and experience in her first book, Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business).
I originally wrote today’s post for CMSWire. It appeared on their site on June 21, 2022. Culture is such an important part of your business.…
I originally wrote today’s post for CMSWire. It appeared on their site on June 7, 2022. Connected customers expect seamless, consistent, and personalized experiences across…
I originally wrote today’s post for Medallia. It appeared on their site on April 28, 2022. Metrics are always a hot topic among customer experience…
I originally wrote this post for Wix Answers. It appeared on their site on February 21, 2022. I mentioned in my last post that customer…
I originally wrote this post for Wix Answers. It appeared on their site on February 3, 2022. Customer service is not only an important part…
I originally wrote today’s post for Wix Answers. It appeared on their site on August 3, 2021. In March and April of 2020, when the…
I originally wrote today’s post for Tymeshift. It appeared on their site on March 14, 2022. It is a known fact that the employee experience…
I originally wrote today’s post for Zendesk. It appeared on their site on March 7, 2022. If you’re not yet focusing on the customer experience…
I originally wrote today’s post for StellaConnect. It appeared on their site on September 20, 2021. This version has been modified to apply to employees,…
I originally wrote today’s blog for Zendesk. It appeared on their site on November 29, 2021. Customer service is a vital part of not only…
I originally wrote this post for Shep Hyken’s site. It appeared on his blog on March 21, 2022. Have you heard the saying, “A fish…
I originally wrote today’s post for Stella Connect. It appeared on their site on November 16, 2021. It would be an understatement if I said…
I originally wrote today’s post for Bill Quiseng’s blog. It was posted on his site on March, 15, 2022. As I was writing my...
When I think of Honda, I think of the Helpful Honda commercials and the Random Acts of Helpfulness. I’m sure Honda is OK with me…
Heard enough about the Great Resignation? Well, sadly, this has been a long time coming, and at this point, we should continue talking about it.…
The work that we do as customer experience professionals can often be summed up as change management – or change leadership. One of the key…
You know by now that there are three ways to achieve customer understanding: Listen (feedback and data), Characterize (personas), and Empathize (journey mapping process). Of…
Almost three years ago to the date, I wrote a post titled, Customer Understanding: The Cornerstone of Customer-Centricity. I’ve been speaking about it much longer…
I’m always curious about the latest research on the state of all things customer experience. A few days ago, UserTesting’s 2022 CX Industry Report came…
Is it possible to put empathy into action? In short, the answer is, “Yes.” I recently got a copy of Dr. Natalie Petouhoff’s book, Empathy…