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Annette Franz

Senior Consultant

Annette Franz is founder and CEO of CX Journey Inc. She has more than 25 years of experience helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Annette recently wrote the book on customer understanding! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

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 was recognized among the “Top 10 Customer Experience Leaders You Should Follow” by Survaider in 2019.

Annette previously led consulting services organizations at CustomerSat, Medallia, Allegiance (MaritzCX), and Confirmit. Her past clients include: 21st Century Insurance, Fidelity Investments, Gold’s Gym, Honeywell, CORT, John Deere, Harley-Davidson Financial Services, JetBlue, CareFusion, AIG, GSK, and XSport Fitness.

Annette serves as Chairwoman on the Board of Directors of the Customer Experience Professionals Association (CXPA), coaches other professionals in this field to help them advance their careers and succeed in their current roles, and is a speaker and an avid writer; you can find her work not only on her own blog but also on Forbes, Business2Community, CustomerThink, Quality Digest, APICS Magazine, and more. She is a Certified Customer Experience Professional (CCXP).

Annette earned her B.S. from California State University.

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