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Annette Franz | CX Journey Inc.

Annette Franz

CX Journey Inc.

CEO

Mission Viejo, CA

MEMBER BADGE2018SINCE

About

Annette Franz is founder and CEO of CX Journey Inc., a boutique customer experience strategy consulting firm specializing in helping clients ground and frame their customer experience strategies in employee and customer understanding. Her passion lies in teaching companies about customer experience and helping them understand the critical linkage between the culture, employee experience, leadership, and a great customer experience. She has 25 years of experience consulting with clients to help them improve both employee and customer experiences. 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 influencer in Customer Experience. She co-hosts the weekly #CXChat on Twitter, serves as an executive officer on the Board of Directors of the Customer Experience Professionals Association, and mentors other professionals in this field to help them advance their careers. Annette is also a speaker and an active writer; you can find her work not only on her own blog but also on Business2Community, CustomerThink, Quality Digest, APICS Magazine, and more. She is also a Certified Customer Experience Professional (CCXP).

MEMBER BADGE2018SINCE

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Skills

  • Customer Experience
  • Leadership
  • Culture

CX Journey Inc.

CX Journey Inc. is a boutique customer experience strategy consulting firm specializing in helping clients ground and frame their customer experience strategies in employee and customer understanding. Designing a better customer experience typically requires a culture transformation. We know that this transformation work must be led and executed from within the organization by a respected leader who can guide everyone on the journey; however, translating that journey into an operating plan and a set of actions that is customized to your business is complex. Without a clear understanding of how all the pieces of a customer experience strategy fit together from A to Z, where the stumbling blocks exist, and how to keep moving the work ahead, your efforts can easily stall, or worse yet, be abandoned. While we can get in and get our hands dirty doing the work with you, our goal is to work in partnership with you, in a coaching and advisory role, to transfer the knowledge and the skills required to achieve your goals. Having said that, we are happy to conduct workshops for you, during which we would ultimately teach you to fish. Services offered include culture assessments, leadership assessments, core values definition, transformation readiness assessments, journey mapping workshops, employee and customer survey design workshops, customer experience roadmap and strategy development, and coaching services for those who are new to the CX role as well as for those who are veteran CX professionals needing a little help to refresh their efforts and initiatives or to ideate new approaches.

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Area of Focus

  • Executive Coaching
  • Public Speaking
  • Workshops