Annette Franz

Head of marketing and customer experience initiatives

CX Journey Inc.

Annette Franz, a certified customer experience professional (CCXP), is founder and CEO of CX Journey Inc. She has 25 years of experience in helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience—so together we can design a better experience for all constituents. She’s an author (she wrote the book on customer understanding!), a speaker, and a customer experience thought leader and influencer. She serves as vice chairwoman on the board of directors of the Customer Experience Professionals Association (CXPA), is an official member of the Forbes Coaches Council, and is an advisory board member for CX@Rutgers.

Wed, 07/17/2024 - 12:01
Actions Really Do Speak Louder Than Words Don’t tell me. Show me.
Wed, 01/22/2014 - 12:51
It was Mark Twain who said, “Action speaks louder than words but not nearly as often.” This has become my favorite saying, both with regards to customer experience and to life in general. I’ve used this quote recently with my kids, and it's an…
What Is the Third Rail of Customer Experience? Experts weigh in on taboo beliefs and behaviors
Mon, 01/13/2014 - 09:50
For those of you who have never heard the phrase “The third rail,” here are a couple of definitions to get you started. The Urban Dictionary defines it as: “A dangerous area of discussion, a point at which the mere mention of a subject results in…
What Trumps a Great Customer Experience? The ‘how’ explains the ‘what’
Mon, 12/16/2013 - 11:57
A few weeks ago, I wrote a guest post for Jeannie Walters of 360Connext titled “A Great Customer Experience Trumps....” At the end I posed the question: “What trumps a great customer experience? Only one thing. Can you guess?” I’m going to answer…
A Customer Experience Carol Change your future now
Sun, 12/08/2013 - 13:42
I love all of the holiday classics (stories and movies), especially those that make us pause for a moment to reflect not only on who we are but also on who we want to become. This holds true both for us as individuals and for companies or brands.…
‘Sucking Less’ Is Not a Customer Experience Strategy In this day and age, is there any viable excuse for not focusing on the customer experience?
Mon, 11/25/2013 - 17:45
I was part of a panel that participated in a Google Hangout on Air hosted by Fonolo a couple weeks ago. During the Hangout, the panel discussed a few stats on—and trends affecting—customer experience. My lead topic was about this statistic from…
The Problem With Inside-Out Thinking Doing business backwards
Thu, 11/07/2013 - 10:25
In March 2013, the Transportation Security Administration (TSA) announced it was changing some of its carry-on restrictions; in addition to certain types of knives, TSA decided to allow passengers to bring golf clubs, hockey sticks, and plastic…