Annette Franz Customer Experience Focus On Customer Experience

About Annette

Annette Franz, CCXP, founder and CEO of CX Journey Inc., has spent the last 30 years in the customer experience profession. She started her career at J.D. Power and Associates in 1992 and spent much of the next 25 years before founding CX Journey Inc. in 2017 leading consulting services for the major voice of the customer (VOC) platforms, helping clients in a variety of industries develop and execute their customer experience strategies. She has also worked on client-side customer experience strategy for Mattel, Fidelity Investments, and Compellon.
Annette is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business) and of Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks), which dives into the ten foundational principles of a customer-centric culture. She is a Certified Customer Experience Professional (CCXP), an official member of the Forbes Coaches Council, and a startup advisor.



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