Profile

CX Journey Inc.

Contact Details

CX Journey Inc.

Bio

Annette Franz is founder and CEO (Chief Experience Officer, of course!) of CX Journey Inc. She's got 25 years of experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience - so that, together, you can design a better experience for all constituents.

She recently wrote the book on customer understanding! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business). You can buy it on Amazon in paperback or Kindle formats!

Annette is also co-founder of Insight Wave, a customer experience accelerator that helps customer experience professionals operationalize the customer experience strategy across their organizations. 

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top thought leader and influencer in Customer Experience.

She serves as the Chair of the Board of Directors of the Customer Experience Professionals Association (CXPA), mentors other professionals in this field to help them advance their careers, and is a keynote speaker and an avid writer; you can find her work not only on her own blog but also in Forbes, Business2Community, CustomerThink, Quality Digest, APICS Magazine, TechTarget, and more. She is a Certified Customer Experience Professional (CCXP).

She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience.