Annette Franz

Title: CX Thought Leader Company: CX Journey Inc

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I have developed and led global teams of Consulting Services professionals and guided them to sell, consult on, design, implement, and operationalize enterprise-wide customer experience solutions that drive business and organizational improvements. Services teams included: Account Management, Consulting, Research Methods, Best Practices, Solutions Implementation, QA, Analytics, Training, and Support.

I have been recognized as a Customer Experience thought leader who is passionate about helping to build people-focused organizations. People-focused organizations care about people first, over profits; they also know that if they focus on the the employee experience "more first," a great customer experience will follow. Customers will feel as if they are appreciated and valued - and so the business grows.

More importantly, my point of view is that the customer experience is an ever-evolving journey. When companies think about the big picture, the entire customer journey, they show their desire to build trusted, not transactional, relationships. In addition, I've been known to say that you can't transform something you don't understand: you must understand the customer and what he's trying to achieve before you can design an experience that delights him.

Areas of Expertise
Motivational Team Leader * Team Coaching/Development * P&L/Forecasting * Account Management * Program/Project Management * Discovery/Ideation * Customer Satisfaction & Loyalty/NPS * Customer Experience Optimization * Employee Satisfaction & Engagement * Customer/Employee Journey Mapping * Feedback Maps * Operationalizing Insights * Business Development * Enterprise Solutions * Executive Presentations * Panel Management * Focus Groups * Concept Testing * Various Research and Data Collection Methodologies * Survey Design * World-Class VoC Programs * CX Strategy/Best Practices * Consultative Selling * Solution Design * Marketing * Event Organizer * Speaker * Social Media * Blogger * Ghost Writer