Annette Franz
CCXP, CEM
CA, USEmployee and customer experience thought leader, speaker, and author who - for 30+ years - has helped businesses put people front and center in the organization to ensure the organization thrives.
Annette Franz is a globally recognized thought leader, author, and speaker in culture transformation, employee experience (EX), and customer experience (CX). As the founder and CEO of CX Journey Inc., she helps organizations build strong, values-driven cultures that empower employees and drive exceptional customer experiences.
With over 30 years of experience, Annette has worked with brands across industries to develop strategies that foster engaged employees, enhance customer relationships, and create long-term business success. She is passionate about ensuring that culture is the foundation for meaningful change, believing that fixing the culture fixes the outcomes.
Annette is the author of multiple books, including Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business); Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks); and Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, which provide actionable frameworks for embedding culture, employee experience, and customer experience into business strategy. She is also a sought-after keynote speaker, sharing her expertise with audiences worldwide.
A champion of culture-driven transformation, Annette serves as an advisor, mentor, and advocate for organizations looking to elevate their workplace environments, empower employees, and strengthen customer relationships. Recognized as one of the top influencers in the EX and CX space, she continues to shape the industry through her work, writing, and thought leadership.
Annette will work with you to plan the presentation to ensure it not only meets your needs and goals but also your audience's goals.
Annette Franz is a globally recognized thought leader, author, and speaker in culture transformation, employee experience (EX), and customer experience (CX). As the founder and CEO of CX Journey Inc., she helps organizations build strong, values-driven cultures that empower employees and drive exceptional customer experiences.
With over 30 years of experience, Annette has worked with brands across industries to develop strategies that foster engaged employees, enhance customer relationships, and create long-term business success. She is passionate about ensuring that culture is the foundation for meaningful change, believing that fixing the culture fixes the outcomes.
Annette is the author of multiple books, including Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business); Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks); and Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, which provide actionable frameworks for embedding culture, employee experience, and customer experience into business strategy. She is also a sought-after keynote speaker, sharing her expertise with audiences worldwide.
A champion of culture-driven transformation, Annette serves as an advisor, mentor, and advocate for organizations looking to elevate their workplace environments, empower employees, and strengthen customer relationships. Recognized as one of the top influencers in the EX and CX space, she continues to shape the industry through her work, writing, and thought leadership.
Annette will work with you to plan the presentation to ensure it not only meets your needs and goals but also your audience's goals.
Virtual Presentation
I can present any of my programs virtually. My office setting is professional, and I have high-quality equipment to broadcast my virtual presentation.
Fix the Culture, Fix the Outcomes
Build a Winning Organization Through a Customer-Centric Culture
A customer-centric culture is one that is deliberately designed to be that way. There must be commitment from the top, especially from the CEO, to put customers' best interests at the heart of everything the business does.
There are 10 foundational principles that ensure you get the culture that you desire. This presentation is a must-see for organizations that want to shift how business is...
Transforming the Customer Experience... From the Inside Out
Normally when we talk about improving the customer experience, the focus is on outside-in thinking and doing, i.e., bringing the customer voice into everything you do.
Imagine if we took time to improve the experience from the inside out. No, not inside-out thinking and doing but taking a look at what's happening inside that drives what's happening on the outside for customers.
You can't fix what's happening on the outside if you don't fix...
Putting the "Customer" in Customer Experience
Everyone talks about customer experience and customer-centricity, but do they really know what that is, what it means, and what it entails.
So many companies give lip service to customer experience - and there are a ton of examples - which means customers still feel like they aren't really at the center of all that businesses do, whether it's designing a product, a service, or a process.
How do we fix that? Customer understanding is really the cornerstone of...
Fix the Culture, Fix the Outcomes/Workshop
Format: 3-hour workshop
Description: This workshop includes both group and individual exercises to identify and assess your current culture, design the future culture, outline ways to socialize and operationalize your core values, identify blockers and enablers of your desired culture, help leaders drive lasting change, and underline how employees will live the core values in their roles.
This program is...
Journey Mapping Masterclass/Workshop
Companies believe that they already understand their customers and the customer experience. In reality, few really do, and that discrepancy leads to service breakdowns, less-than-optimal experiences, weak loyalty, and ultimately, lost brand reputation
and decreased long-term growth.
With superior customer experience and realized product value comprising the backbone of essentially all businesses, this competitive space remains a constant battleground. By implementing a...
