Shows
Leadership and CX PodcastSilo Smash: Uniting Departments for an Unforgettable Customer ExperiencePicture this: You Walk into work Monday morning, and instead of the usual departmental walls, you see colleagues from different teams brainstorming together over coffee. Marketing is chatting with IT about a customer pain point. Sales is sharing insights with Customer Service. Everyone’s working toward the same goal—making life better for the people you serve. Sounds wonderful, doesn’t it? Unfortunately, many workplaces struggle with silos—when departments work in isolation rather than harmony. It’s not anyone’s fault, really. It just happens as organizations grow. But here’s the beautiful thing: it’s absolutely fixable, and the results are tr...
2025-09-3000 minLeadership and CX PodcastSilo Smash: Uniting Departments for an Unforgettable Customer ExperiencePicture this: You Walk into work Monday morning, and instead of the usual departmental walls, you see colleagues from different teams brainstorming together over coffee. Marketing is chatting with IT about a customer pain point. Sales is sharing insights with Customer Service. Everyone’s working toward the same goal—making life better for the people you serve. Sounds wonderful, doesn’t it? Unfortunately, many workplaces struggle with silos—when departments work in isolation rather than harmony. It’s not anyone’s fault, really. It just happens as organizations grow. But here’s the beautiful thing: it’s absolutely fixable, and the results are tr...
2025-09-3000 min
Business Transformation Pitch with The CX GoalkeeperEmployee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business SuccessAnnette Franz discusses her book on employee experience and emphasizes the connection between employee understanding and business success. She provides insights on culture, listening, and empathy as vital components for creating a positive workplace environment. About Annette Franz Annette Franz is a globally recognized thought leader, author, and speaker in culture transformation, employee experience (EX), and customer experience (CX). As the founder and CEO of CX Journey Inc., she helps organizations build strong, values-driven cultures that empower employees and drive exceptional customer experiences. With over 30 years of experience, Annette has worked with brands...
2025-09-2929 min
Chats with JasonCulture Is Not Fluff: Annette Franz on Employee Experience & Customer SuccessCulture is not fluff—it’s your operating system.In this episode of Chats with Jason, Jason S Bradshaw sits down with Annette Franz—CEO of CX Journey and author of Employee Understanding—to uncover why fixing culture is the fastest path to improving both employee experience and customer experience.💡 What you’ll learn in this episode:Why leaders must put employees MORE first to deliver world-class customer experiencesThe 3 questions that reveal if your company culture is brokenHow to stop chasing survey scores and build a listening cultureWhy designing for...
2025-09-0127 min
Punk CX: Customer Experience Insights with Adrian SwinscoeEmployee understanding and cracking the code of a better employee experience - Interview with Annette FranzToday’s interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast and appeared back in 2019. She joins me today to talk about her new book: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, the difference between employee engagement and employee experience, the time that Annette was working at JD Power & Assocs and W. Earl Sasser, Jr. and Leonard Schlesinger (both from Harvard and two of the authors of Putting the Service Profit Chain to Work) came to th...
2025-07-0838 min
Becoming RadicalLeadership’s Blindspot: Ignoring Employees Is Killing Your CXIn this episode of Becoming Radical, host Michael Gaizutis sits down with Annette Franz, CEO of CX Journey and author of Built to Win, to unpack how customer experience (CX), leadership alignment, and culture shape business success. With over 30 years of expertise, Annette offers hard-earned insights on why real transformation starts with employees, how to build customer-obsessed cultures, and the crucial—often overlooked—role of listening.Annette draws on lessons from corporate life, entrepreneurship, and her early career roots at J.D. Power to reveal how disconnected leadership, poor cult...
2025-07-0135 min
ADAPT or dieAnnette Franz & the Culture Reset: Why Fixing CX Starts at the TopOn this episode of ADAPT or Die: Transformative Leadership Conversations, executive coach and former tech CEO Andreas Pettersson sits down with Annette Franz, globally recognized thought leader, author of three books, and CEO of CX Journey Inc. With 30+ years of experience in culture transformation, EX, and CX, Annette shares what most leaders get wrong about customer experience—and why it’s rarely a “communication” issue.Challenge → Companies struggling with retention, poor CX, or stagnant growth often blame surface issues—but Annette reveals that the true bottleneck is cultural misalignment and disengaged leadership at the top.Adaptation →...
2025-06-2630 min
All Things Considered CX with Bob AzmanWhy Employee Experience Drives Customer Success, with Annette FranzWelcome back to another episode of the All Things Considered CX Podcast!In this engaging conversation, Bob Azman reconnects with Annette Franz, Chief Experience Officer of CX Journey, Inc., and a true thought leader in the world of customer and employee experience. Annette shares insights from her impressive 33-year career—including her start at J.D. Power and Associates—and dives into the central themes of her latest book, "Employee Understanding."Together, Bob and Annette explore why so many organizations are stuck in the basi...
2025-06-0332 min
All Things Considered CX with Bob AzmanWhy Employee Experience Drives Customer Success, with Annette FranzWelcome back to another episode of the All Things Considered CX Podcast!In this engaging conversation, Bob Azman reconnects with Annette Franz, Chief Experience Officer of CX Journey, Inc., and a true thought leader in the world of customer and employee experience. Annette shares insights from her impressive 33-year career—including her start at J.D. Power and Associates—and dives into the central themes of her latest book, "Employee Understanding."Together, Bob and Annette explore why so many organizations are stuck in the basi...
2025-06-0332 min
Experience MattersAnnette Franz on why customer-centricity can’t be an afterthought | Experience Matters Podcast: Episode 06A lot of companies say they’re customer-centric. But what does it actually take to make that happen?In this episode of Experience Matters, Annette Franz—Founder & CEO of CX Journey Inc. and author of Built to Win—joins Niraj, CEO and Co-Founder of Hiver, to talk about what real customer-centricity looks like.Annette shares why many businesses struggle with churn and competition, not because of bad support, but because they don’t truly understand their customers. She also explains how startups can build a strong customer focus early on, and why it’s harder for bigger...
2025-04-2326 min
Die EdenhoferinLeadership für Gemeinwohl: Menschen sehen, Institutionen bauen? mit Prof.in Dr.in phil. Petra Mund, Vizepräsidentin der KHSBCV: https://www.khsb-berlin.de/de/profile-personal/3944 https://de.wikipedia.org/wiki/Petra_Mundhttps://www.linkedin.com/MonographienMund, Petra (2019): Grundkurs Organisation(en) inder Sozialen Arbeit, München: Ernst Reinhardt Verlag. Mund, Petra (2010): Sozialpädagogisches Handelnunter kommunalem Haushaltsdruck - Ein Beitrag zur Frage der Steuerung stationärer Hilfen zur Erziehung, Dissertation, online verfügbar unter: https://depositonce.tu-berlin.de/handle/11303/2665FachartikelMund, P. (2025): Zukunft der Kinder- und Jugendhilfe: Szenarien im Kontext von Fachkräftebedarf und sozial-gesellschaftlichen Herausforderungen Überlegungen zu einer starken Kinder- und Jugendhilfe im Jahr 2030. Zeitschr...
2024-12-1257 min
Account Management SecretsEpisode 9: Building True Customer and Employee Experiences“I strongly believe that there’s a strong connection between employee experience and customer experience. Employee experience drives the customer experience,” says Annette Franz, the CEO of CX Journey Inc. She joins Alex Raymond to talk about how putting employees first fuels customer success. Annette challenges the typical focus on metrics, asking us to consider: Are we truly supporting our employees to deliver the experience our customers expect?
Annette’s perspective is clear: collaboration—especially between sales and account management—is the key to equipping teams with the resources and support they need to meet customer need...
2024-11-0137 min
Maveric Banking Edge PodcastStrategic Digital Marketing Insights for Customer RetentionUnlocking the Future of Banking: Proven Digital Marketing Strategies for Client Retention in 2024For a business landscape where customers expect personalized, seamless, and digitally optimized experiences, banks are under increasing pressure to retain clients. The hyper-charged environment with shifting market dynamics invites fierce competition and negligible room for missteps.Maveric's latest podcast reveals the cutting-edge strategies shaping the future of banking. These strategies leverage real-time data, artificial intelligence, and personalized digital marketing to build lasting client loyalty. With retention costs five times lower than acquisition, banks must shift their focus from chasing new...
2024-10-0737 min
First Contact: Stories of the Call CenterBuilding a Customer-Centric Culture: Annette FranzIn this episode of First Contact: Stories of the Call Center, Christian Montes sits down with customer experience (CX) expert Annette Franz to explore the vital connection between employee experience (EX) and delivering exceptional CX.
Annette shares her insights on building a customer-centric culture, effective journey mapping, and the role of data in improving customer interactions. The conversation dives deep into how AI and automation are shaping the future of contact centers, the importance of leadership alignment, and practical tips for aspiring entrepreneurs.
Whether you're leading a team or looking to enhance your c...
2024-09-1858 min
Mental Selling: The Sales Performance PodcastEp 088 Building a Customer-Centric Culture in SalesUnderstanding the broader customer journey and the impact of customer feedback can make all the difference in sales.
Annette Franz, founder and CEO of CX Journey Inc., is a thought leader in customer experience, empowering organizations to embrace a customer-centric approach. In this episode, Annette shares the transformational power of customer feedback, the significance of value alignment, and the pivotal role sales teams play in delivering exceptional customer experiences.
Annette and host Will Milano explore the critical elements of customer-centric organizations, the impact of employee experience on customer satisfaction, and the need for sales teams to prioritize value-driven solutions. Listen...
2024-07-2533 minMaveric Banking Edge PodcastUnderstanding the Shifting Dynamics of Banking Customer ExperienceP Venkatesh is in conversation with Ashutosh Karandikar and Annette Franz.The banking world is on the move. Consumer demands and evolving technologies drive a revolution in customer experience (CX), leaving banks scrambling to keep up. To help you navigate this changing landscape, our podcast distills the critical findings from our latest in-depth report on the state of CX in banking. Join us for a thought-provoking podcast. Listen to the podcast to understand the nuances of: The current state of customer experience within the banking industry.How emerging trends and technologies are sh...
2024-05-0643 min
Customers First PodcastRevisit of the Most Talked About Episode of 2023: The Building Blocks of a Customer Experience Strategy with Annette FranzEpisode 92 Revisited as The #1 Shared & Discussed of 2023 Join Tacey and her special guest, Author, Speaker and CEO of CX Journey Inc., Annette Franz, as they discuss "The Building Blocks of a Customer Experience Strategy." Annette has nearly three decades of experience inspiring and elevating organizations and teams. Between Annette and Tacey, this episode brings you over seven decades of experience building teams and organizations to become customer-centric. Annette defines what customer-centric and employee-centric mean and how employee experience ultimately drives the customer experience. She also explains how we go about building a...
2024-03-2634 minCustomers First PodcastRevisit of the Most Talked About Episode of 2023: The Building Blocks of a Customer Experience Strategy with Annette FranzEpisode 92 Revisited as The #1 Shared & Discussed of 2023 Join Tacey and her special guest, Author, Speaker and CEO of CX Journey Inc., Annette Franz, as they discuss "The Building Blocks of a Customer Experience Strategy." Annette has nearly three decades of experience inspiring and elevating organizations and teams. Between Annette and Tacey, this episode brings you over seven decades of experience building teams and organizations to become customer-centric. Annette defines what customer-centric and employee-centric mean and how employee experience ultimately drives the customer experience. She also explains how we go about building a...
2024-03-2634 min
The Global XperienceKeep Your Employees Happy | Annette FranzSend us a textEpisode Summary: In this episode, we welcome Annette Franz, an award-winning coach, keynote speaker, author, and founder of CX Journey. With over 30 years in the industry, Annette shares her expertise in creating impactful customer and employee experiences, discussing her journey and her books "Built to Win" and "Customer Understanding."Key Highlights:Introduction to Annette Franz: An overview of Annette's extensive career in customer experience and her work with CX Journey.Inspiration Behind Her Books: Annette reveals what motivated her...
2024-03-1839 minDie EdenhoferinPolitischer Friede und Religion? mit Dr. Gesine PalmerDr. Gesine Palmer ist Mitarbeiterin am Center for Intellectual Diaspora an der Katholischen Akademie, Berlin
Palmer, Gesine: Ein Freispruch für Paulus. John Tolands Theorie des Judenchristentums, Berlin 1996; dieselbe: Konversionen und andere Gesinnungsstörungen. Zur bleibenden Relevanz des Denkens nach Hermann Cohn und Franz Rosenzweig, Berlin 2015; dieselbe: Vielfalt statt Konsens, Münsterschwarzach 2021.
2024-01-1251 min
Feel Into A Ground-Breaking Full Audiobook While Traveling.The Metamorphosis by Franz KafkaPlease visithttps://thebookvoice.com/podcasts/1/audiobook/732282to listen full audiobooks.
Title: The Metamorphosis
Author: Franz Kafka
Narrator: Peter Coates
Format: Unabridged Audiobook
Length: 1 hour 52 minutes
Release date: November 30, 2023
Ratings: Ratings of Book: 4 of Total 1
Genres: Psychological
Publisher's Summary:
New translation of The Metamorphosis by Franz Kafka. Poor Gregor Samsa! This guy wakes up one morning to discover that he's become a 'monstrous vermin'. The first pages of The Metamorphosis where Gregor tries to communicate through the bedroom door with his family, who think he's merely being lazy, is vintage screwball comedy. Indeed, scholars and readers alike have delighted in Kafka's...
2023-11-301h 52
The CXPodEnglish Episode: CX Podden with Annette Franz, CX superstar, thought leader and CEO and founder of Customer Journey Inc.When being from a small, small coumtry like Norway, making and hosting a small, small podcast like CX Podden, it may seem a bit bold asking one of the biggest names within CX, all the way from the US to join the podcast. But as we are on a mission to engage and create enthusiasm around the field of CX, we dared to ask Annette Franz to join us, and guess what?! She said yes!
Listen and learn about Annettes journey into CX, how it all started, and what her perspectives on CX are today? We will also find out...
2023-11-0839 min
"Escucha, Aprende, Inspírate""Construido para ganar" de Annette FranzEn este episodio inmersivo de OwlCast, nos adentramos en las páginas iluminadoras de "Construido para ganar" de Annette Franz, explorando los diez pilares esenciales para una experiencia del cliente (CX) excepcional. Desde comprender la profundidad de la CX hasta valorar el poder transformador de las historias y testimonios, cada momento de nuestro viaje destaca cómo las empresas pueden y deben construir una relación más sólida y significativa con sus clientes. A través de una narrativa que entrelaza datos verificables y ejemplos palpables, nos movemos fluidamente entre temas como la importancia de escuchar la voz del cl...
2023-11-0520 min
CX-WISE By SprinklrWhat growing up on a farm taught Annette Franz about CXAre you up for creating a CX culture that not only delights your customers but also champions your agents' mental well-being?
In this episode of CX-WISE, our host Nathan Bennett engages in an insightful conversation with renowned CX Expert, Annette Franz. From addressing mental health concerns in contact centers to dispelling common misconceptions about customer experience, Annette's expertise will inspire you to navigate the complexities of the modern CX world, one step at a time.
Annette also shares her practical advice for leaders on fostering a human-centric culture for CX success, revealing the cruc...
2023-10-2633 min
The Future Workforce PodcastMaintaining Company Culture: Strategies for Success in a Changing EconomyIn this must-listen episode, we bring together Liam Martin and Annette Franz for an eye-opening discussion on how companies can not only survive but thrive during economic downturns. The key? A steadfast focus on both customers and employees. Annette Franz, an industry leader in customer experience and the mind behind CX Journey, hones in on the need for businesses to cultivate a customer-centric culture. She shares enlightening examples of companies that have masterfully implemented this approach to immense success. But it's not all about the customer; Annette and Liam agree that employees are the other half of...
2023-09-0641 min
The Happy Engineer | Career Success for Engineering Leadership124: The Secret to Customer Understanding that Engineers Need to Know with Annette Franz | CEO at CX Journey | AuthorHow much time should you spend listening to the Voice of the Customer (VOC)? How does a customer-centric mindset help you accelerate your career as an engineer? Listen now for these answers and more! ============================ When you’re ready, here are three ways I can help you build your engineering career: 1. Grab my eBook … 49 tips you can apply immediately to stand out and move up, without any fancy degrees or certifications. 2. Join us at Happy Hour … my LIVE monthly workshop where we di...
2023-08-3157 min
The Business of Customer LoveDesigning a world class customer-centric culture that wins more loyal advocates with Annette FranzIn this episode we spoke with Annette Franz, best selling author and Founder and CEO of CX Journey Inc.
Annette shares how brands can create cutting edge customer experiences that drive sustainable and profitable growth for their business.
During our chat, Annette also shares how business leaders can transform their existing company culture and rebuild it in every way around the needs of their customers (while putting employees first).Hosted by Ausha. See ausha.co/privacy-policy for more information.
2023-08-0223 min
Practical AI: The Capacity for GoodAI in Action: Building a Customer-Centric Organization with Annette Franz, Founder and CEO of CX JourneyIn this episode of Practical AI: The Capacity for Good, Annette Franz, Founder and CEO of CX Journey, joins James Diel to explore the role of AI and automation in customer support and experience. Annette emphasizes the importance of employing data to understand and personalize the customer journey and using AI to enhance the employee experience.Annette Franz is a highly regarded figure in the field of customer experience, known internationally for her expertise as a thought leader, coach, keynote speaker, and author. With a remarkable career spanning over three decades, she has dedicated herself to helping companies...
2023-07-1929 min
Next in QueueIf You Build It They Will Come featuring Annette FranzIn 1989, Field of Dreams introduced us to one of the most famous quotes in movie history: “If you build it, he will come.” In this scene, Terence convinces Ray to stop listening to his brother-in-law, who is only focused on one thing – the numbers. The number of acres, the lost revenue, and the mortgage. But Terence tells him that when he changes his focus to providing an experience to the people, the people will come.
Annette Franz believes that building will bring things, too. Her latest book, Built to Win, is a blueprint for designing a customer-centric culture tha...
2023-05-1243 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 11 Episode 2 - People before Profits - Annette FranzThere is one content producer in the CX Community we have wanted to have as a guest for some time; Annette Franz. As a consultant, author, trainer and mentor Annette has spent a slice of her career working with clients to improve outcomes for their customers, colleagues and communities. This was a key part of our topic of this CX Superhero podcast episode. In conversation with Lexden's Christopher Brooks, Annette shares her journey through CX and why putting people at the heart of a CX transformation is essential to succeed. This is just one of the insightful a...
2023-05-0332 min
The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CXThe Business Value of a Great Employee Experience with Annette Franz, Founder & CEO of CX JourneyToday we’re going to talk about the business value of creating a great employee experience.To help me discuss this topic, I’d like to welcome Annette Franz, Founder & CEO of CX Journey, and best-selling author.RESOURCESThe Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcastSign up for The Agile Brand newsletter here: https://www.gregkihlstrom.comGet the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/The Agile Brand is produced by Missing Link—a Latina-ow...
2023-04-2628 minThe Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CXThe Business Value of a Great Employee Experience with Annette Franz, Founder & CEO of CX JourneyToday we’re going to talk about the business value of creating a great employee experience.To help me discuss this topic, I’d like to welcome Annette Franz, Founder & CEO of CX Journey, and best-selling author.RESOURCESThe Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcastSign up for The Agile Brand newsletter here: https://www.gregkihlstrom.comGet the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/The Agile Brand is produced by Missing Link—a Latina-ow...
2023-04-2628 min
GigCX DecodedDesigning a Customer-Centric Culture in a Gig CrowdIn this episode of the GigCX Decoded podcast, we speak with Annette Franz, a leader in the CX space.Annette is the founder and CEO of CX Journey Inc., a company ushering in the new wave of customer-centric businesses. An author and in-demand speaker, Annette uses the lessons of her nearly three decades of experience to inspire readers and audiences, daring them to elevate the game for their organizations and themselves.In this interview, Annette shares what it means to be a customer-centric organization, with customers at the heart of everything you do....
2023-04-2524 min
Customers First Podcast"The Building Blocks of a Customer Experience Strategy." With Special Guest, Author, Speaker and CEO of CX Journey Inc., Annette FranzJoin Tacey and her special guest, Author, Speaker and CEO of CX Journey Inc., Annette Franz, as they discuss "The Building Blocks of a Customer Experience Strategy." Annette has nearly three decades of experience inspiring and elevating organizations and teams. Between Annette and Tacey, this episode brings you over seven decades of experience building teams and organizations to become customer-centric. Annette defines what customer-centric and employee-centric mean and how employee experience ultimately drives the customer experience. She also explains how we go about building and strengthening that connection. Annette covers some o...
2023-03-0734 minCustomers First Podcast"The Building Blocks of a Customer Experience Strategy." With Special Guest, Author, Speaker and CEO of CX Journey Inc., Annette FranzJoin Tacey and her special guest, Author, Speaker and CEO of CX Journey Inc., Annette Franz, as they discuss "The Building Blocks of a Customer Experience Strategy." Annette has nearly three decades of experience inspiring and elevating organizations and teams. Between Annette and Tacey, this episode brings you over seven decades of experience building teams and organizations to become customer-centric. Annette defines what customer-centric and employee-centric mean and how employee experience ultimately drives the customer experience. She also explains how we go about building and strengthening that connection. Annette covers some o...
2023-03-0734 min
SIMPLE brand With Matt LylesFrom the Vault: Annette Franz - Built to Win: Designing a Customer-Centric CultureThis week's episode features a "from the vault" discussion with Annette Franz.Annette’s the founder and CEO of CX Journey Inc., a customer experience strategy consulting firm that helps clients ensure that the customer is at the center of all they do.As a seasoned Customer Experience veteran with over 30 years of experience, Annette’s held CX leadership roles at some of the top brands in the country including J.D. Power, Fidelity, and Mattel. And her latest book was just released this month! Built to Win: Designing a Customer-Centric Culture That Drive...
2022-12-2844 min
Humans of CXCustomer Understanding: The Cornerstone of a Customer-Centric Organization with Annette FranzIn this episode, Todd is joined by Annette Franz, CEO at CX Journey Inc., a customer experience strategy consulting firm that specializes in laying the groundwork required to establish a CX roadmap and strategy. They discuss how culture shapes the customer experience, customer understanding, and what part employee experience plays in creating the best CX. Humans of CX is handcrafted by our friends over at: fame.so
2022-11-0124 min
Conversations That Matter, a podcast from UniphoreDeveloping A Customer-Centric Company - Annette Franz - Conversations That Matter - Episode #37Today’s guest is a customer experience connoisseur who is celebrating 30 years in the customer experience field. Annette Franz is the Founder and CEO of CX Journey. On this episode of Conversations That Matter, Annette joins the show to talk with Randy about her new CX book, share her thoughts on the difference between customer service and CX, and answer the question “how do I build a customer-centric culture?” Takeaways: Customer service and customer experience are not the same. Customer experience is the sum of all the interactions a customer has with your brand.A good custom...
2022-10-1327 min
Conversations That Matter, a podcast from UniphoreDeveloping A Customer-Centric Company - Annette Franz - Conversations That Matter - Episode #37Annette Franz, Author of the books "Customer Understanding" and "Built to Win" and CEO of CX Journey joins the podcast this week. Annette and Randy discuss CX myths, customer-centric culture, and more!
2022-10-1327 min
Doing Customer Experience Right with Stacy Sherman55. Building A Winning Customer-Centric Organization The Right Way with Annette FranzCustomer-centric companies put the customer at the center of all they do, which means the entire workforce takes the time to understand who customers are and then uses that understanding to intentionally design better experiences for them. Too often, companies believe they know what's best and create customer experiences based on inside-out thinking, only to end up creating frustration and dissatisfaction. Stacy Sherman and Annette Franz share actionable tips about what it takes to ensure your company adopts a culture that's "Built to Win." Win for the customer, win for the business. Learn more at Access our FREE Customer Experience Audi...
2022-09-1233 min
The Only One Business ShowS4e9 The People Before Profits Edition Annette FranzJames chats with Annette Franz who has over 30 years in the customer experience profession and is founder and CEO of CX Journey Inc.
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 Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business.
She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.
They chat about the changes in company focus, what is customer experience, the...
2022-09-0830 min
CX EducationUsing your company's culture to drive customer experience with Annette Franz from CX Journey Inc.Episode SummaryWe're in business because of and for our customers. And that's why an exceptional customer experience should be at the heart of every business.But the foundation of every outstanding customer experience is the company's culture.In this episode of the CX Education podcast, our host Heather Share welcomes Annette Franz, the Founder and CEO of CX Journey Inc. They talk about how technology has impacted customer experience, why culture is the foundation for everything in your company, including CX, and the benefits of automation in business.##
2022-08-1744 min
Business Transformation Pitch with The CX GoalkeeperBuilt to Win with Annette FranzThe CX Goalkeeper had the great opportunity to interview Annette Franz LinkedIn Headline: Coach | Keynote Speaker | Author | Putting the "Customer" in Customer Experience Highlights: 00:00 Game Start 01:25: Annette Franz’s Introduction 02:42 Annette Franz’s Values 03:51 Where did the idea of the new book come from? 05:25 The 10 principles in the book 06:57 which principle did you enjoy writing the most? 09:29 which principle is the most undervalued rated? 12:53 the principle you forgot 16:11 which principle was for you the most difficult to writ...
2022-08-1527 min
Digitally Irresistible4 Steps to Improve the Customer Experience From the Inside OutHow a Customer-Centric Culture Improves the Employee Experience and Elevates CX This week’s guest is Annette Franz, founder and CEO of CX Journey. She has 30 years of experience—on both the client and vendor sides—helping companies understand their employees and customers to drive retention, satisfaction, engagement, and the overall customer experience. She is a credentialed CCXP who has authored two books on CX as well as numerous articles in industry publications and she is regularly invited to speak at conferences and private events. On this episode, we delve into Annette’s four key steps to im...
2022-07-1421 min
Focus On Customer ExperienceAnnette Franz Customer ExperienceAbout 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...
2022-06-0236 min
Making the FanHow to Become Customer-Centric vs. Customer-Focused w/ Annette FranzThe terms “customer-focused” and “customer-centric” are often used interchangeably, but there are distinct differences from how an organization is culturally structured to how they serve their customers.In this week’s episode, Annette Franz joins David Millay to discuss her latest book, “Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business” and the 10 principles to become a more customer-centric organization.—--Show Notes2:20 Customer-Focused vs. Customer-Centric Organizations4:37 Where Customer-Focused Organizations Fall Short8:05 Making the Flip to Being Customer-Centric13:35 The 10 Principles of Customer-C...
2022-05-1651 min
BestbookbitsBuilt To Win | Designing a Customer-Centric Culture | Annette Franz Interviewhttps://www.amazon.com/Built-Win-Designing-Customer-Centric-Business-ebook/dp/B09S4QB52V
https://cx-journey.com/
Annette Franz, CCXP is founder and CEO of CX Journey Inc. Having started her career in this customer experience profession at J.D. Power and Associates in 1992, she’s got 30 years of experience (both client side and vendor side) 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. She wrote the book on customer understanding!
She’s the au...
2022-05-1250 min
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact CentersThe Importance of Culture in an OrganizationCulture is often seen as something that is intangible and hard to measure. However, it is one of the most important aspects of any organization. In fact, culture plays a key role in employee engagement, and the employee experience drives the customer experience. What are ten critical principles that form the foundation of creating a culture?In this episode of the CX Pulse Podcast, our guest, Annette Franz talks about the top three basics that many companies still overlook, why culture is so important in an organization, and what the ten critical principles are that form the...
2022-05-0210 min
Download Incredible Full Audiobooks in Literature, Essays & Anthologies[German] - Novellen: Zehn Meisterwerke der Weltliteratur - Rote Edition by Guy De Maupassant, Annette Von Droste-Hülshoff, Anton Tschechow, Theodor Storm, Friedrich Schiller, Leo Tolstoi, E.T.A. Hoffmann, Giovanni Boccaccio, Franz Kafka, Sir Arthur Conan DoylePlease visithttps://thebookvoice.com/podcasts/1/audiobook/589641to listen full audiobooks.
Title: [German] - Novellen: Zehn Meisterwerke der Weltliteratur - Rote Edition
Series: #24 of Novellen: Zehn Meisterwerke der Weltliteratur - Rote Edition
Author: Guy De Maupassant, Annette Von Droste-Hülshoff, Anton Tschechow, Theodor Storm, Friedrich Schiller, Leo Tolstoi, E.T.A. Hoffmann, Giovanni Boccaccio, Franz Kafka, Sir Arthur Conan Doyle
Narrator: Sven Görtz, Jürgen Fritsche
Format: Unabridged Audiobook
Length: 14 hours 45 minutes
Release date: April 29, 2022
Genres: Essays & Anthologies
Publisher's Summary:
Zehn Meisternovellen der Weltliteratur sind hier versammelt: Die Judenbuche (Droste-Hülshoff), Brief an den Vater (Kafka), Rat Krespel (Hoffmann), Die Gesch...
2022-04-292h 45
Press 1 For NickCustomer-centric organizations require a mindset and behavior shift - Annette Franz [Culture]Annette Franz, author of Built To Win [Culture]
Annette has 30 years of experience (both client-side and vendor side) helping companies understand their employees and customers, identifying what drives retention, satisfaction, engagement, and the overall experience, and designing customer experience strategies to deliver a better experience for all constituents.
Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and she is also an official member of the Forbes Coaches Council, and that is just the start. Her newest book Built to Win: Designing a customer-centric culture that drives value for your business is out now. Anne...
2022-04-1135 min
Press 1 For NickCustomer-centric organizations require a mindset and behavior shift - Annette Franz [Culture]Annette Franz, author of Built To Win [Culture]Annette has 30 years of experience (both client-side and vendor side) helping companies understand their employees and customers, identifying what drives retention, satisfaction, engagement, and the overall experience, and designing customer experience strategies to deliver a better experience for all constituents.Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and she is also an official member of the Forbes Coaches Council, and that is just the start. Her newest book Built to Win: Designing a customer-centric culture that drives valu...
2022-04-1135 minSIMPLE brand With Matt LylesAnnette Franz - Built to Win: Designing a Customer-Centric CultureIn this week’s episode of the SIMPLE brand podcast, I talk with Annette Franz, author of Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business!Recently a CapGemini study showed that “while 75% of businesses believe they’re customer-centric, only 30% of their customers actually agreed with that.”So you can say that your brand is customer-centric all day long, but if your customer doesn’t agree with you, then you’ve got a big problem. And that problem is even bigger when you’re oblivious to it.Delivering...
2022-03-2945 min
Experience This!Dining, Designing, and Priming!Learn about how one restaurant is taking accessibility to new heights, putting the “customer” in “customer experience,” and what loyalty looks like when price doesn’t matter. Bite-Sized Delight From the Episode: • Accessibility Needs to Be Part of Your Customer Experience - Contento (a restaurant in New York City) excels at creating remarkable experiences for all patrons and especially those in wheelchairs as reported by Pete Wells in his article for The New York Times, "Accessibility Is a Right. This Restaurant Treats It That Way." • Forget What You Think, What Do You Know?! - Annette Fran...
2022-03-2934 min
Relationships at Work - a trust-driven leadership podcastHow To Build A People-First Workplace Culture with Annette FranzIn this episode of Relationships at Work, Russel chat withs author and consultant Annette Franz, on company culture and how to put people-first in your organization to keep them engaged (and some of the red flags you might be going the wrong way).Annette shares her experience and from her new book BUILT TO WIN...What organizations don't understand about cultureHow corporate and personal values fit to build cultureHow you can check-in on how your culture is progressing (or not)Red flags and mistakes to a broken cultureHow outside-in, inside-in decision making can be...
2022-03-2739 min
Amazing Business Radio10 Principles of Customer-Centricity Featuring Annette FranzHow Winning Organizations are BuiltShep Hyken interviews Annette Franz, founder and CEO of CX Journey Inc. and the author of Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. They discuss why customer-centricity needs to be understood and lived by the whole organization.Top Takeaways: Annette Franz shares the 10 key defining foundational principles that ensure customer-centricity from her latest book: 1. Culture is the foundation. Culture is core values plus behaviors. It needs to be deliberately designed to be customer-centric. 2. Leadership commitment and alignment are cri...
2022-03-2228 min
All Things Considered CX with Bob AzmanAnnette Franz, author, Built to WinAnnette 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. 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). Her second book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business dives into the ten foundational principles...
2022-03-2131 min
Crack the Customer Code481: Annette Franz, Built to WinAnnette Franz has some exciting ideas to share about the customer-centric mindset all companies need to have. Many of them are already widely believed by organizations, but they are not adopted in the way they need to be. What's more, many companies keep delaying this to increase profits, but they need to understand that genuinely implementing the employee and customer-centric model is the way to go to drive more value. Learn more about your ad choices. Visit megaphone.fm/adchoices
2022-03-1525 min
Fireside chats without the firesSeason 3: Episode 2, Built To Win, with Annette FranzNeal Topf is proud, and a little bit fanboying, to welcome back to the podcast the esteemed author Annette Franz.Following on from the success of Annette's first book, "Customer Understanding", Annette's second book, "Built To Win", promises to reshape how companies and individuals look at employee experience and the difference between customer-centric vs customer focus.Annette takes Neal on a whirlwind tour of the book, she touches on the 10 principles that help change the culture, why changing culture is hard and how can you measure culture.We also get to hear a b...
2022-03-0724 min
The Art of Customer Service // by Solvemate.Annette Franz: How to build a customer-centric culture | The Art of Customer Service #28 [ENG]Learn techniques to really understand your customers
Are you trying to find customers for your products or products for your customers? This episode’s guest, Annette Franz, is a Certified Customer Experience Professional (CCXP), author of “Understanding Customers” and founder of CX Journey, a customer experience strategy consulting firm. Annette joins Erik to discuss her latest book, “Built to Win” that uncovers the why, how and what to do in order to build a customer-centric culture that can help your company win.
In this episode, you’ll learn…
• …why it’s important to know who your customers and w...
2022-02-2825 min
Fitness + TechnologyUnderstanding Customer Experience With Annette FranzThis week, on the Fitness + Technology podcast, host Bryan O’Rourke welcomes Annette Franz to the show. Annette Franz has 30 years of experience helping companies understand their employees and customers, identifying what drives retention, satisfaction, engagement, the overall experience, and designing customer experience strategies to deliver a better experience for all constituents. She is the Founder & CEO of CX Journey, a global customer experience consulting firm that specializes in laying the groundwork required to establish a CX roadmap and strategy to drive culture transformation efforts. Today, Annette discusses with Bryan about the principles of user and membership experience and ho...
2022-02-1623 min
The Combustion ChroniclesGetting Real About Customer-Centricity (with Annette Franz)Lots of organizations talk about being customer centric; this week's guest actually makes customer centricity happen. Join the conversation as host Shawn Nason gets real with internationally recognized thought leader, keynote speaker, and author Annette Franz about focusing on the humans in Experience Ecosystems by putting customers in the center of the organization's discussions, decisions, and designs. Learn more about your ad choices. Visit megaphone.fm/adchoices
2021-10-2029 min.jpg)
New Normal - DIGITAL.DONE.RIGHT.New Normal: Annette FranzThis took a while. I know that it is not good podcasting to begin a show sharing my screen with my guest and talking about it. I know better but this had to be done. To see what I shared with Annette follow the link to the blogpost I wrote and it can be found there. Basically, it took almost a decade for me to get this guest on my show and it was worth the wait. I hope you enjoy this very CX design and experience-focussed exchange with Annette Franz. She shares a recent, really CX-positive experience which...
2021-06-2932 min
Reimagining The Contact Center - with Marc BernsteinWhat Does it Mean To Put The "Customer" In Customer Experience? w/ Annette Franz, CX Journey Inc.Marc Bernstein and Annette Franz discuss why you need a service blueprint, the Amazon effect, customer experience vs. customer service, and how to visualize your customers' experience.
Annette Franz is the CEO and Founder of CX Journey Inc. She is also the author of "Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business)"
2021-05-2646 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Annette Franz - S1E22 is about her book "Customer understanding"The CX Goalkeeper had a smart discussion with Annette Franz My learnings discussing about the book “Customer Understanding”, while we went through the three chapters: 1) Listening Start with the customers and design / develop products for them. (and don’t try to find customers for the products). Starting with “listening” and continuing by capturing all the relevant data and consolidating them: these steps help to really understand the customers. 2) Characterize: Segments are like the continents on our planet. They are too high level to design experiences. A “Buyer P...
2021-05-1731 min
ConversationWith: CX SeriesAnnette Franz - Understanding the Employee ExperienceWhat is employee experience and why is this top-of-mind for CX leaders in 2021? Join Terrence and Annette Franz and they dive into this exciting aspect of company culture and discover why elevating experiences across the board is necessary for real digital transformation.To find out more, check out these links:Website: https://www.iadvize.com/cx-seriesTerrence’s LinkedIn: https://www.linkedin.com/in/terrencefox/iAdvize’s LinkedIn: https://www.linkedin.com/company/iadv...Facebook: https://www.facebook.com/iAdvize.worl...Instagram: https://www.instagram.com/iadvize/?hl=en...
2021-03-0325 min
Fitness Business Podcast: Leadership, Innovation, and ProfitAnnette Franz: Putting the Customer Into the Customer ExperienceIn today's episode, Annette gives her professional advice on how to improve a club's ability to connect with the customer and provide a customer experience that's worth talking about. Listen and learn, as Annette teaches us how journey mapping can assist in that connection along with bringing "the customer into your team meetings."
2021-03-0236 min
The Fitness Business PodcastAnnette Franz: Putting the Customer Into the Customer ExperienceIn today's episode, Annette gives her professional advice on how to improve a club's ability to connect with the customer and provide a customer experience that's worth talking about. Listen and learn, as Annette teaches us how journey mapping can assist in that connection along with bringing "the customer into your team meetings."
2021-03-0236 min
The Ticket: Discover the Future of Customer Service, Support, and Experience, with IntercomCX expert Annette Franz on putting the 'customer' in 'customer experience'We can’t seem to get enough of CX — every year, there’s a growing list of articles, conferences, and best practices on the subject. So, how come so many companies still get it wrong? CX expert Annette Franz joins Intercom's Bobby Stapleton to discuss.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
2021-02-2529 min
Grab the Essential Full Audiobooks in Health & Wellness, Medicine & Naturopathy[German] - Die digitale Pille: Eine Reise in die Zukunft unseres Gesundheitssystems by Annette Mönninghoff, Christoph Franz, Elgar Fleisch, Andreas HerrmannPlease visithttps://thebookvoice.com/podcasts/1/audiobook/658311to listen full audiobooks.
Title: [German] - Die digitale Pille: Eine Reise in die Zukunft unseres Gesundheitssystems
Author: Annette Mönninghoff, Christoph Franz, Elgar Fleisch, Andreas Herrmann
Narrator: Sebastian Pappenberger
Format: Unabridged Audiobook
Length: 8 hours 43 minutes
Release date: February 10, 2021
Genres: Medicine & Naturopathy
Publisher's Summary:
Unser Gesundheitssystem steht unter hohem Veränderungsdruck: Wir leben aufgrund bahnbrechender medizinischer Fortschritte immer länger, jedoch führt unser zunehmend ungesunder Lebensstil dazu, dass wir immer häufiger an chronischen Krankheiten leiden. Dies treibt die Kosten im Gesundheitswesen in die Höhe und bringt unser erfolgreiches System ins Wanken. Die Di...
2021-02-108h 43
B2B Insights Podcast#26: CX Masters - Annette Franz, CX JourneyWith CX a top priority for most B2B companies heading into 2021, we’re launching our brand new CX Masters series where we talk to the world’s greatest CX experts to give you actionable takeaways on how to create a superior customer experience. In this fifth episode we talk to Annette Franz, Founder and CEO of CX Journey. Annette previously served as Chairwoman on the Board of Directors of the Customer Experience Professionals Association and was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider.
2021-01-1437 min
Fireside chats without the firesSeason 1 : Episode 37 - "Building your Multi-Faceted, Multi-Skilled CX team" with Annette FranzExplore what a CX professional and team looks and feels like, and, more importantly, what are the skills needed to do this job. For anyone remotely involved in any part of CX, regardless of the industry, Annette is a thought leader, passionate, insightful and someone that you should be following and listening to!
2020-12-2834 min
Winning Digital CustomersCustomer Journey Mapping Expert and Bestselling Author, Annette Franz | Winning Digital CustomersHoward sits down with Annette Franz, named one of the 100 Most Influential Tech Women on Twitter and bestselling author of Customer Understanding: Three Ways to Put the Customer in Customer Experience and at the Heart of Your Business to chat in-depth about her six-step process for customer journey mapping and how to put the customer at the center of your customer experiences. To know more about Annette Franz follow her at CX Journey and LinkedIn.Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast...
2020-12-0331 min
Banking on Experience powered by BUSINESSNEXTEpisode 33: Journey Mapping Your Member Experience with Annette FranzAh, Journey mapping. We’ve been hearing about it since ye olden days of the 1980’s. So, why are so many FIs still struggling to do it effectively? This week on CRMNEXT’s Banking on Experience, Annette Franz- Founder & CEO of CX Journey Inc., Author, and the queen of journey mapping herself- joins us to lend her royal expertise. What’s covered? A controversial question: What is Annette passionately opposed to, that most folks in the CX world are all for? In her words, “When people talk about NPS as the holy grail, it just ma...
2020-11-0821 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 7. Annette Franz, Chair of the CXPA, how to do a customer journey map; common call centre mistakes; and why employee experience is so important.Hello and welcome to the On Hold podcast, where we interview people with unique experiences and ask them to teach us how to create wonderful customer experiences.This week’s guest is Annette Franz. She’s been working in this space since before the words “customer experience” were a part of common business language.Annette has held senior CX & VoC positions at companies like Medallia, CustomerSat, and Confirmit, and now is the Chair of the Customer Experience Professionals Association. In short: she knows the customer experience landscape like the back of her hand.In this...
2020-11-0633 min
Press 1 For NickAnnette Franz - Founder and CEO of CX Journey, Inc. [Journey Mapping]Annette Franz talks Journey Mapping, the difference between Journey Mapping and Life Cycle stages, how to get started, and what do once you have completed your Journey Map. Nick Glimsdahl is the Director of Contact Center Solutions at VDS. He is a thought leader in both the Customer Service and Customers Experience fields. As the Director of Contact Center Solutions at VDS, his mission is to bring together digital transformation, customer expectations, and business objects to create effortless customer experiences. You can connect with Nick on LinkedIn. #press1fornick
#customerexperience
#customerservice
#cxofmradio
#cxconvos
#podcast
#podcasthost
#podcastshow
#podcastlife
#cxpa
#socap
#cxaccelerator
...
2020-09-1130 min
Press 1 For NickAnnette Franz - Founder and CEO of CX Journey, Inc. [Journey Mapping]Annette Franz talks Journey Mapping, the difference between Journey Mapping and Life Cycle stages, how to get started, and what do once you have completed your Journey Map. Nick Glimsdahl is the Director of Contact Center Solutions at VDS. He is a thought leader in both the Customer Service and Customers Experience fields. As the Director of Contact Center Solutions at VDS, his mission is to bring together digital transformation, customer expectations, and business objects to create effortless customer experiences. You can connect with Nick on LinkedIn. #press1fornick#customerexperience#customerservice#cxofmradio#cxconvos#podcast
2020-09-1130 min
The Thrifty Marketer PodcastCustomer Experience Challenges During COVID19 with Annette Franz - CEO, CX-Journey Inc.In this episode, I chatted with Annette Franz, CEO, and Co-founder of CX-Journey Inc. Topic: Customer Experience Challenges during COVID19Every organization is struggling with delivering the best experience for their customers during this pandemic. Annette shared her perspective on how organizations can still deliver a good experience to their customers by focusing on them effectively. Discussion Topics How organizations can make CX their key differentiator now? Annette's advice to organizations for delivering an optimal CX The role of employee engagement and morale on CX during tough times like these Specific use ca...
2020-08-3042 min
Science of CXDesigning a Customer-Centric Culture with Annette FranzThis week Steve and Angela welcome CX thought leader, coach, keynote speaker, and author Annette Franz, to talk about designing a customer-centric culture.
2020-07-2435 min
CX ConversationsThe 6 Steps of Customer Journey Mapping | Annette FranzIn this episode of Customer Service Secrets, we are talking about journey mapping with Annette Franz. Annett is the founder and CEO of CX Journey Inc. She is an expert in this area and has a wealth of experience in applying it. Oftentimes people don’t know where to start journey mapping or they think they are doing it when in reality they aren’t at all. Annette talks through the steps she typically goes through, what journey mapping really is, how to do it effectively and how to use it. Sometimes it needs revisiting every so often and we disc...
2020-06-2522 min
Fast Leader Show | Customer Experience Leadership275: Annette Franz – Customer-Centric Leadership and CultureWith the current pandemic going on, Annette Franz goes through this difficult situation with the help of her two teenage boys who lives together with her and shares some quality time with each other.
2020-04-2933 min
The Gifters: Your Story is a Gift to the WorldEp. 294: Annette FranzAnnette Franz has more than 25 years of experience helping companies understand their employees and customers, identifying what drives retention, satisfaction, engagement, and the overall experience, and designing customer experience strategies to deliver a better experience for all constituents.
https://www.linkedin.com/in/annette-franz/
2020-04-1311 min
CX FilesAnnette Franz - CX Journey - Customer Understanding And Journey MappingAnnette Franz is the founder of CX Journey and author of a recently published book titled 'Customer Understanding.' She is based in Orange County CA and is well known internationally as a leading CX expert. She leads CX workshops, coaches individuals or teams, consults and speaks at major conferences. On the podcast Annette explores the themes in her book, especially focusing on customer journey mapping. https://www.linkedin.com/in/annette-franz/ https://cx-journey.com/
2020-03-2018 min
Crack the Customer Code401: Annette Franz, Customer UnderstandingIn this episode we talk with Annette Franz about her book and how communication is a critical tool for employers and leaders. She has two crucial things to tell us here. However, there is more to it than that. There are ways to extend this newfound communication and keep it ongoing into the future, and Annette and her team help organizations find ways to achieve it. Learn more about your ad choices. Visit megaphone.fm/adchoices
2020-01-0724 minPunk CX: Customer Experience Insights with Adrian SwinscoeYou can't transform something you don't understand - Interview with Annette FranzYou can't transform something you don't understand - Interview with Annette Franz, founder and CEO of CX Journey Inc and an internationally recognized customer experience thought leader. Annette joins me today to talk about her new book: Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business), what it’s about, what we can learn from it and her views on the current state of customer experience.
2019-11-0338 min
SparrowCastVoice Of Customer Program | SparrowCast With Annette FranzAnnette Franz, Founder & CEO, CS Journey speaks on Voice Of Customer (VoC) program at SparrowCast.
2019-09-2608 min
Amazing Business RadioCustomer Understanding Featuring Guest Annette FranzShep Hyken interviews Annette Franz. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business. They also talk about the crucial role the employee experience plays in the customer experience.The Interview with Annette Franz:Customer understanding is a cornerstone of a customer-centric culture. You must understand who your customers are, the experience they’re having, the problems they face, their goals, and how your business helps them achieve their goals.Communication is crucial in the customer experience. You must communicate openly and honestly with yo...
2019-09-2427 min
TalentTalk PodcastAnnette Franz and Lisa DiVirgilio ArnoldAnnette Franz, the Founder/CEO of CX Journey talks about the importance of the employee experience and how any successful organization makes this a priority. Leaders need to listen to their employees, and involve them in decisions and changes. Lisa DiVirgilio Arnold, the COO of We Are Mammoth and Kin HR talks about the importance of keeping engagement high in her organizations, as well as the success companies find when they utilize a team dynamic. This show is brought to you by Talk 4 Radio (http://www.talk4radio.com/) on the Talk 4 Media Network (http://www.talk4media...
2019-09-0552 min
CX ConversationsCX Conversation with Annette Franz: demystifying the customer journey.Featuring in this episode is the CEO and Founder of CX Journey Inc. and a member of Forbes Coaches Council - Annette Franz!
She is one of the leading voices in Customer Journey mapping. Annette's simple and real world examples in the podcast will help you learn about how to develop customer journey maps and how to use it to improve customer experience for your brand.
Did you know that customer journey map is both a tool and process? Listen in to learn about all this and more.
Learn more about Customer Guru...
2019-05-3020 min
Amazing Business RadioIt’s All About The Customer Featuring Guest Annette FranzAnnette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping. Top Takeaways:The only way you’re going to design a product or service that customers will want and need is to understand their pain points, what problems they’re trying to solve, and what they’re trying to do.Creating a product is grounded in data, insight and customer understanding. Customer understanding can be achieved in three ways: Listen: Listening to the channels your customers are on and “listen” to existing customer data.Characterize: Developing personas instead...
2018-11-3033 min
Voices of CXAnnette Franz - Employee Experiences Come First - S2E13Annette Franz is founder and CEO of CX Journey Inc. She's got 25 years of experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience - so that, together, we can design a better experience for all constituents.
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 co-hosts the weekly #CXChat on Twitter, serves as an executive officer on the Board of Directors of the Customer Experience Prof...
2018-11-0532 min
Customer Experience LeadersHow to create a customer journey map in 6 steps | CX Journey, Founder and CEO, Annette FranzAnnette Franz is the Founder and CEO of CX Journey and is a highly respected customer experience consultant. In this episode you’ll learn about the importance of the customer journey map, how to get started with designing your own, and also some practical tips to make the most of your journey mapping experience. Resources mentioned: Everybody Matters (book), by Bob Chapman AirBNB’s 10 Star Experience (article) CX Journey (website), by Annette Franz Designing CX (website) Key takeaways (starts at 28:44): Journey Maps are easier than you think, so just get starte...
2018-08-2034 min
CX Show: Conversations on Customer ExperienceEstablishing a Customer Journey Strategy with Annette FranzIn this episode of the CX Show, we speak with Annette Franz, Founder and CEO at CX Journey, Inc, about laying the groundwork for a successful customer experience strategy.
2018-04-2632 min
Savor The Full Audiobook Everyone Is Talking About — So Breakthrough![German] - Deutsche Gedichte 7: 18. - 19. Jahrhundert: Werke von Joseph von Eichendorff, Ferdinand Raimund, Franz Grillparzer, Wilhelm Müller, August Graf von Platen, Annette von Droste-Hülshoff und August Heinrich Hoffmann von Fallersleben by Ferdinand Raimund, Joseph von Eichendorff, Franz GrillparzerPlease visithttps://thebookvoice.com/podcasts/1/audiobook/468718to listen full audiobooks.
Title: [German] - Deutsche Gedichte 7: 18. - 19. Jahrhundert: Werke von Joseph von Eichendorff, Ferdinand Raimund, Franz Grillparzer, Wilhelm Müller, August Graf von Platen, Annette von Droste-Hülshoff und August Heinrich Hoffmann von Fallersleben
Series: #7 of Deutsche Gedichte
Author: Ferdinand Raimund, Joseph von Eichendorff, Franz Grillparzer
Narrator: Jürgen Fritsche
Format: Abridged Audiobook
Length: 0 hours 54 minutes
Release date: November 25, 2016
Genres: Poetry
Publisher's Summary:
Gedichte aus dem 19. Jahrhundert. Mit dabei: Früh im Wagen, In der Frühe, Septembermorgen, Um Mitternacht, Jägerlied, Verborgenheit, Denk es, o Seele!, Gebet, Er ist's, Mein Fluss...
2016-11-2554 minDownload Incredible Full Audiobooks in Literature, Poetry[German] - Deutsche Gedichte 7: 18. - 19. Jahrhundert: Werke von Joseph von Eichendorff, Ferdinand Raimund, Franz Grillparzer, Wilhelm Müller, August Graf von Platen, Annette von Droste-Hülshoff und August Heinrich Hoffmann von Fallersleben by Ferdinand Raimund, Joseph von Eichendorff, Franz GrillparzerPlease visithttps://thebookvoice.com/podcasts/1/audiobook/468718to listen full audiobooks.
Title: [German] - Deutsche Gedichte 7: 18. - 19. Jahrhundert: Werke von Joseph von Eichendorff, Ferdinand Raimund, Franz Grillparzer, Wilhelm Müller, August Graf von Platen, Annette von Droste-Hülshoff und August Heinrich Hoffmann von Fallersleben
Series: #7 of Deutsche Gedichte
Author: Ferdinand Raimund, Joseph von Eichendorff, Franz Grillparzer
Narrator: Jürgen Fritsche
Format: Abridged Audiobook
Length: 0 hours 54 minutes
Release date: November 25, 2016
Genres: Poetry
Publisher's Summary:
Gedichte aus dem 19. Jahrhundert. Mit dabei: Früh im Wagen, In der Frühe, Septembermorgen, Um Mitternacht, Jägerlied, Verborgenheit, Denk es, o Seele!, Gebet, Er ist's, Mein Fluss...
2016-11-2554 min
WikiStammtischMarkus FranzMarkus Franz
Markus Franz und warum kein Social Media
Markus Franz hat eine Agentur, die Firmen hilft in der Wikipedia zurecht zu kommen und Firmenwikis hostet: Sucomo
gründete eine Tochtergesellschaft der Blogform Group mit; technische Vorarbeit für News-Portale
Jena ist schön
Jena verliert seinen ICE-Haltepunkt
Markus hat keine Social Media Profile, aber gibt Interviews und schreibt Presseartikel
Markus Franz: PR in der Wikipedia: So geht’s richtig. In: t3n. 19. Oktober 2010, abgerufen am 20. August 2016.
Andreas Weck, Markus Franz: „Der Grundgedanke ist doch, dass jeder sein Wissen beisteuern kann“. In: jetzt. 13. Januar 2013, abgerufen am...
2016-08-201h 13
Amazing Business RadioAnnette Franz Reveals the 7 Deadly Sins of Customer ServiceShep Hyken speaks with customer experience expert, Vice President of Client Experience at Compellon and author of the popular blog CX Journey™, Annette Franz. In this high-content packed interview, they discuss seven deadly “sins” of the customer experience. Annette shares tips that can help you prevent some of these deadly sins. Annette is also an expert in customer journey mapping and gives us some ideas that we can implement immediately. So, if you want to avoid some common, yet potentially devastating, customer experience and service mistakes, you can’t afford to miss this episode of Amazing Business Radio!
2016-07-2535 min
Download Incredible Full Audiobooks in Literature, Poetry[German] - Bibliothek der Klassiker: Deutsche Balladen 4: Werke von Theodor Körner, Wilhelm Müller, Friedrich Rückert, Franz Grillparzer, Gustav Schwab, August Graf von Platen, Annette von Droste-Hülshoff u.v.m. by Theodor Körner, Wilhelm Müller, Franz GrillparzerPlease visithttps://thebookvoice.com/podcasts/1/audiobook/469103to listen full audiobooks.
Title: [German] - Bibliothek der Klassiker: Deutsche Balladen 4: Werke von Theodor Körner, Wilhelm Müller, Friedrich Rückert, Franz Grillparzer, Gustav Schwab, August Graf von Platen, Annette von Droste-Hülshoff u.v.m.
Series: #4 of Deutsche Balladen
Author: Theodor Körner, Wilhelm Müller, Franz Grillparzer
Narrator: Jürgen Fritsche
Format: Abridged Audiobook
Length: 1 hour 11 minutes
Release date: June 24, 2016
Genres: Poetry
Publisher's Summary:
20 der schönsten deutschen Balladen aus dem 19. Jahrhundert! Mit dabei: Lützows wilde Jagd (Körner), Der Glockenguss zu Breslau, Der Lindenbaum, Das Hünengrab (alle Müller), Das...
2016-06-241h 11![Customer Service Culture [EN]](https://d3wo5wojvuv7l.cloudfront.net/t_rss_itunes_square_1400/images.spreaker.com/original/271f851660b534cf4f68923d23381b7c.jpg)
Customer Service Culture [EN]#14 The rational and emotional sides of Customer Experience w/Annette FranzIn this episode I'm hosting Annette Franz, Customer Experience expert, talking about what brands need to do in order to achieve excellent results using CX.*** *** ***Read full article here: http://bit.ly/Podcast-14ENG*** *** ***
2016-01-2719 min![Customer Service Culture [EN]](https://d3wo5wojvuv7l.cloudfront.net/t_rss_itunes_square_1400/images.spreaker.com/original/0120ee05db624b76465426a7e8a95f1b.jpg)
Customer Service Culture [EN]#14 The rational and emotional sides of Customer Experience w/Annette FranzIn this episode I'm hosting Annette Franz, Customer Experience expert, talking about what brands need to do in order to achieve excellent results using CX.*** *** ***Read full article here: http://bit.ly/Podcast-14ENG*** *** ***
2016-01-2719 min
Crack the Customer Code068: Annette Franz, Customer Experience ExpertAnnette Franz, creator of the CX Journey blog, gets into the nitty gritty of what makes a customer journey map a powerful tool for any organization.
Customer Journey Maps Get Real
“Do I need to track all thousand steps?” Different customers have different customer journeys, so what are the best ways to really map their journey?
Annette Franz tackles the complex process of customer journey mapping by simplifying it.
In this episode, Adam, Jeannie and Annette discuss the changing ways organizations can get the best information about their customers, so impactful chan...
2015-11-1918 min