Annette Franz

Title: Founder/CEO Company: CX Journey Inc

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Annette Franz is CEO of CX Journey Inc, a boutique consulting firm specialising in helping clients ground and frame their customer experience strategies in/via employee and customer understanding. 

Her passion lies in teaching companies about customer experience and helping them understand the critical linkage between the employee experience and a great customer experience. 

She has 25 years of experience in the CX space and has been recognized as one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and by several other organizations as a top influencer in Customer Experience. 

She is an active CXPA member, as a CX Expert, CX Mentor, and a SoCal Local Networking Team Lead; she also serves as an executive officer on the association’s Board of Directors.

Presentation Summary

Journey Maps: Catalysts, not Masterpieces

One of the first steps in developing your customer experience strategy is to understand your customers and the journeys they take while engaging with your organization. To do so, you’ll need to not only listen to customers but also map their journeys to identify the ideal path to creating ongoing and lasting value for them. Journey maps afford a wealth of benefits, but only if they become catalysts, not masterpieces. Why not use this powerful tool to create a better experience in order to retain more customers!

Key takeaways from this presentation include how to:

  • Create journey maps that are catalysts for change

  • Drive value at those key moments that matter for your customers

  • Avoid the pitfalls that turn journey maps into masterpieces

  • Design the ideal experience for your customers

  • And more!

Annette will be speaking at: