Annette Franz | SpeakerHub

Personal Details

Bio

Annette Franz is founder and CEO of CX Journey Inc. She's spent the last 30 years helping companies understand their employees and their customers in order to identify what drives retention, satisfaction, engagement, and the overall experience – and bring that understanding into the business so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Annette wrote the book on customer understanding. Available on Amazon, Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business), is your guidebook to bringing the customer's voice into all you do.

Her second book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks), the definitive book on building a customer-centric culture, outlines the 10 foundational principles of building a winning organization by putting customers at the center of all you do.

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. Take a look at the Honors section of her LinkedIn profile to see an endless list of companies who have recognized Annette over the years as a thought leader to follow when it comes to customer experience, culture, employee experience, and more!

She served six years on the Executive Committee of the Customer Experience Professionals Association’s (CXPA) Board of Directors (including one year as Board Chair), mentors other professionals in this field to help them advance their careers, and is a keynote speaker and an avid writer; you can find her work not only on her own blog but also in Forbes, Business2Community, CustomerThink, CMSWire, Quality Digest, APICS Magazine, TechTarget, and more.

She is an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience. And, finally, she is an Advisory Board Member for CX@UCI.

Annette will work with you to plan the presentation to ensure it not only meets your needs and goals but also your audience's goals.

"Everyone really enjoyed your keynote, and it was the perfect way to kick off the event!" -M.M., client

"One of the highlights of the [event] was your keynote speech. It resonated really well with me." -E.T., attendee

Current position (1)

Customer Experience Coach, Author, Speaker

CX Journey Inc.

Degrees (1)

B.S., Business Management

California State University

1991 to 1993

Presentations

Presentations (6)

Putting the "Customer" in Customer Experience

Everyone talks about customer experience and customer-centricity, but do they really know what that is, what it means, and what it entails.

So many companies give lip service to customer experience - and I've got a ton of examples - which means customers still feel like they aren't really at the center of all that businesses do, whether it's designing a product, a service, or a process.

How do we fix that? Customer understanding is really the cornerstone of customer-centricity. In this keynote, I talk about three ways to achieve customer understanding - helping you put the "customer" into "customer experience."

Improve the Customer Experience by Focusing on the Employee Experience

Among the building blocks of a customer experience transformation strategy, focusing on the employee experience is one of the most critical. But why haven't companies made this a priority? We know for a fact that the employee experience drives a great customer experience!

In this presentation, I not only explain what the employee experience entails and how to improve it, but I also share stories from my client work that support the notion that if we fix the employee experience, you'll have resolved 90% of the issues with the customer experience.

You can't fix what's happening on the outside if you don't fix what's happening inside! What other aspects do you need to think about to fix what's happening on the inside? I'll share three other things that need to be considered in addition to the employee experience.

6 Steps from Maps to Outcomes

You've seen the headlines: "Journey mapping is a waste of time." Journey mapping fail." "Why journey mapping sucks." (Those are actual headlines.) The reality is, the problem isn't with journey mapping - it's with how it's done. Journey mapping is a tool and a process, and the process part is the critical part!

In this presentation, I outline my six-step journey mapping process to help attendees get the maps done right and then use them to actual drive change in the organization and to the experience.

This presentation can be a workshop/masterclass or a breakout presentation.

Creating Your CX Strategy, One Block at a Time

A customer experience transformation is a lot of work. Most folks have no idea what all it entails. In this presentation, I'll take the audience through the foundational elements that must be in place for an organization to successfully execute on their customer experience (culture) transformation strategy.

Marketing in the Era of Customer Experience

Marketo cited that 86% of CMOs and Marketing executives believe they will own the end-to-end customer experience by 2020. That's a scary statistic when many marketers have no idea what that (CX) entails. Marketing's role tends to stop at acquisition and not focus at all on how to retain customers. In this presentation, I walk through the eight realities of marketing in the era of customer experience.

Activate Lasting Change in Your Organization

When it's an overall culture change or some strategic or operational change within the organization, executives cannot just demand change and expect it to happen. In this presentation, I talk about some of the challenges of implementing change and the critical steps to driving and activating lasting change within your organization.

Past talks (4)

Putting the "Customer" in Customer Experience (and at the Heart of Your Business)

CX Talks Atlanta

Atlanta

October 22, 2019

10 Realities of Marketing in the Era of Customer Experience

AMA OC Marketing Tech Summit

Irvine, CA

September 21, 2019

Putting the "Customer" in Customer Experience

Refresh '19

London