Annette Franz

Annette Franz, CCXP has 30 years of experience in helping companies understand their employees and customers, identifying what drives retention, satisfaction, engagement, and the overall experience, alongside designing employee and customer experience strategies to deliver a better experience for all constituents. Annette wrote the book on customer understanding! It's available on Amazon in both paperback and Kindle formats: Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business). In it you’ll learn the three ways to achieve customer understanding, including an in-depth guide to her six-step journey mapping process. Her second book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks), is available on Amazon, Barnes & Noble, BAM!, Target, and hundreds of other outlets. It was written for company executives and leaders (including Board members – yes, culture must be important to your Board!), but it’s also for others who want to help executives and leaders understand what being customer-centric means, why it’s important, and how to build the business case for building a winning organization where the customer is at the heart of all you do. Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized as a top thought leader in Customer Experience.