Podcast appearances and mentions of annette franz

Welcome 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 basics of experience management, often overlooking the vital connection between employee experience (EX) and customer experience (CX). Annette makes a compelling case for focusing on culture as the foundation of a thriving workplace, revealing the three pillar framework at the heart of her new book.They discuss why imposing rigid "rules" doesn't work, how workplaces can truly operationalize their values, and why governance—often seen as a negative—is actually a force for positive collaboration when done right.Plus, Annette addresses the often-overlooked shortcomings in recruiting and onboarding and offers practical advice for any leader aiming to create an employee-centric organization.If you're looking for actionable ideas to disrupt the status quo and drive lasting change in both customer and employee experience, you won't want to miss the lessons and stories Annette shares in this illuminating episode.

Welcome 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 basics of experience management, often overlooking the vital connection between employee experience (EX) and customer experience (CX). Annette makes a compelling case for focusing on culture as the foundation of a thriving workplace, revealing the three pillar framework at the heart of her new book.They discuss why imposing rigid "rules" doesn't work, how workplaces can truly operationalize their values, and why governance—often seen as a negative—is actually a force for positive collaboration when done right.Plus, Annette addresses the often-overlooked shortcomings in recruiting and onboarding and offers practical advice for any leader aiming to create an employee-centric organization.If you're looking for actionable ideas to disrupt the status quo and drive lasting change in both customer and employee experience, you won't want to miss the lessons and stories Annette shares in this illuminating episode.

In 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 customer service strategy, this episode is packed with valuable takeaways to help you succeed in today's business landscape.

Understanding 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 values 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 in as she shares steps on how to grasp the voice of the customer effectively, and shares strategies to enhance your sales performance. In this episode, you'll learn: 1. The importance of shifting focus from just selling to building strong customer relationships and delivering exceptional customer experiences. When you prioritize these aspects, you'll see better sales results and sustainable success. 2. Valuable insights from customer feedback, especially from lost deals. By consistently gathering and transparently sharing this feedback within your sales organization, you can uncover missed opportunities for improvement and growth. 3. Understand the value you provide to customers beyond just price competitiveness. By focusing on solving problems for customers, you can drive satisfaction, referrals, and repeat business, ultimately leading to a better sales strategy. Resources: Annette's LinkedIn: https://www.linkedin.com/in/annette-franz/ Annette's X: https://twitter.com/annettefranz Learn more about Annette: https://annettefranz.com/ Get her book here: https://annettefranz.com/books/ Jump into the conversation: [01:30] From owning the customer relationship to being a part of the customer journey [07:15] Building strong customer relationships [18:30] Value and value-based selling [25:10] Importance of loss analysis, customer understanding, and solving problems for customers [37:20] Integration of values into hiring and decision-making processes [43:55] Employee retention, talent recruitment, and organizational outcomes [51:10] Customer centricity [1:04:25] Customer needs, driving satisfaction, and generating referrals and repeat business

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Annette Franz, Founder and CEO of CX Journey. Together, they discuss the importance of culture, predictive analytics, and understanding the needs of employees and customers.

On this episode, we discuss customer experience trends – and how these trends are impacting CX leaders' priorities in 2024.Drawing on decades of experience and conversations with CX executives at some of the world's top brands, our expert guests speak to the challenges and opportunities in leveraging customer data, the impact of AI on customer interactions, what brands are looking for from outsourcing partners and much more.Listen for the compelling insights of Annette Franz, founder and CEO of CX Journey Inc., and Kory Laszewski, vice president of global sales at TELUS International.Want to dive deeper on the latest trends in CX? Download a copy of 2024 CX Leaders & Trends Insights by Execs In The Know, in partnership with TELUS International. Additional resources:Everest Group survey results: Enterprise readiness for generative AI adoption in customer experience management Visit our website to learn more about TELUS International.

Episode 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 and strengthening that connection. Annette covers some of the building blocks needed to build a customer experience strategy and how customer understanding is vital. She also shares three ways to achieve that customer understanding. Annette is also giving us a free assessment organizations can take to assess how customer-centric they currently are. The link to that will be below.   Timestamps: 05:29: Defining Customer-Centric Culture 09:01: Customer Experience vs. Employee Experience 12:59: Building a Customer-Centric Organization: Foundational Elements 19:30: The Importance of Customer Understanding 22:10: Free Assessment for Assessing Customer-Centric Culture   Annette's Contact Information: Website: https://annettefranz.com/ LinkedIn: https://www.linkedin.com/in/annette-franz/ Free Assessment: https://annettefranz.com/assessment/   Tacey's Contact Information:  Website and Social Media Links: www.taceyatkinson.com   Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future. Remember: Customer Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic!

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 if Norway is far behind the US when it comes to how we see and think around CX management, and there is even a blooper that we have decided not to cut from our lovely and inspiring chat with Annette! Enjoy!

How 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 dig deep into career growth strategies and provide 1:1 open coaching for you at the end of the session.   3. Apply for the Lifestyle Engineering Blueprint™️ … get a free Career Growth Audit™️ and work with me and my team privately in our intensive coaching program, exclusively for engineering leaders. ============================   In this episode, meet the woman who (literally) wrote the book on Customer Understanding, Annette Franz.    We talk about the importance of understanding your customer as an engineer, not only to design great products, but to build a great career.   She started her career at J.D. Power and Associates in 1992, and has spent the last 30 years as a customer experience leader for dozens of brand names you would recognize, and in her own consulting firm.  Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider.   Annette says people come before products. You are going to want to know why, and what to do about it.   She is author of two powerful books, 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.   So press play and let's chat… it's time to bridge the gap between product and VOC for YOU.   ============================   HAPPY ENGINEER COMMUNITY LINKS:   > Full Show Notes, Resources, & More   > Join our Facebook Group! Get access to bonus content and live coaching as growth-minded leaders build careers together.   ============================   WANT MORE AMAZING GUESTS?   “I love Zach and these amazing guests on The Happy Engineer Podcast.” If that sounds like you, please consider following, rating and reviewing the show!    I know it's a huge favor to ask, but when you follow, leave a 5-star rating, and add an honest review of how these episodes are helping you… it's a massive benefit for getting the attention of big name powerhouse guests on this show.    On Apple Podcasts, click our show, scroll to the bottom, tap to rate with 5-stars, and select “Write a Review.”   Thank you so much.    ============================   Connect with your host, Zach White:   LinkedIn (primary) Instagram Facebook YouTube  

In this episode, Sean sits down with Annette Franz, founder and CEO of CX Journey Inc (https://cx-journey.com/). They dive into why Annette started CX Journey and her +30 years of CX experience. They go deeper into her thoughts on customer expansion and retention. Annette gives some great insights on journey orchestration and how marketers can leverage this. Her tone gives off a jovial, astute knowledge on creating great customer experiences. Annette gets deep on why loves routines, her 90s bodybuilding days, any why/how she gets out of the office to recharge. More About Annette. https://www.linkedin.com/in/annette-franz/

In 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).

In this episode of Greatest Hits Episode of Getting to Aha!, Darshan Mehta is joined by Annette Franz, Founder & CEO of CX Journey. They discuss Annette's aha! journey; how customer experience came to be so vitally important in business; when the customer journey truly begins; and the difference between being customer-focused and customer-centric.

There 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 and brilliantly written chapters from Annette's latest business book, 'Built to Win'. The discussion covers the origins of the book, its novel structure and taps into some of the themes which Annette brings to life with examples and practice templates. To condense the highlights from Annette's impressive career into a short podcast isn't possible, but we thank her for her generosity to share so much in the time we did have. We hope you as inspired as we are. 

Today 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. RESOURCES The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com The Agile Brand podcast is brought to you by TEKsystems.Learn more here: https://www.teksystems.com/versionnextnow Don't miss the upcoming CXPS conference, May 8-11 in Durham, North Carolina. It's for professional services firms that want to focus more on the customer experience. Go to: https://clientexperience.org/cxps-conference/ to register and use the code AGILE200 to get $200 off your ticket. The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Today 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. RESOURCES The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com The Agile Brand podcast is brought to you by TEKsystems.Learn more here: https://www.teksystems.com/versionnextnow Don't miss the upcoming CXPS conference, May 8-11 in Durham, North Carolina. It's for professional services firms that want to focus more on the customer experience. Go to: https://clientexperience.org/cxps-conference/ to register and use the code AGILE200 to get $200 off your ticket. The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

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 and strengthening that connection. Annette covers some of the building blocks needed to build a customer experience strategy and how customer understanding is vital. She also shares three ways to achieve that customer understanding. Annette is also giving us a free assessment organizations can take to assess how customer-centric they currently are. The link to that will be below.   Annette's Contact Information: website: https://annettefranz.com/ LinkedIn: https://www.linkedin.com/in/annette-franz/   Free Assessment: https://annettefranz.com/assessment/   Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson   Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future. Remember: Customer Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic!

In this episode of Getting to Aha!, Darshan Mehta is joined by Annette Franz, Founder & CEO of CX Journey. They discuss Annette's aha! journey; how customer experience came to be so vitally important in business; when the customer journey truly begins; and the difference between being customer-focused and customer-centric.

This 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 Drives Value for Your Business.While lots of experts talk about the value of customer-centric experiences, there aren't enough lessons out there on how to build a customer-centric culture in your organization and how to ensure that the customer is fully ingrained into your organization's DNA. And that's just what Annette focuses on in Built to Win, and we take a deep-dive discussion into those lessons.Some of the topics we discuss include:The difference between being customer-focused and being customer-centric and the value of a customer-centric cultureThe barriers to creating a customer-centric cultureThe value of defining both behaviors and anti-behaviors that tie to your organization's valuesWhy your employees should come “more first” [that's not a typo!]How to ensure your customer experience thinking is outside-in vs inside-outHow to apply the Platinum Rule to your customer experienceRESOURCES FROM THIS EPISODEAnnette's siteAnnette on LinkedInAnnette's book - Built to Win: Designing a Customer-Centric Culture That Drives Value For Your BusinessAnnette's book - Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business) 

Annette Franz, CEO at CX Journey Inc., joins us to bring out the key pillars of best CX. Bringing culture and employee experience into perspective, Annette highlights how customer understanding opens new doors for organizations.

Today'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 customer experience involves more than just the customer. A good employee experience adds to the success of the customer experience.When designing your customer experience, you need to be customer-centric. Ask yourself, “How will this impact them?” “How will this make them feel?” “What value is it going to deliver?”Culture is core values plus behaviors.Data is the heart of designing and delivering a good experience. You can't build a product or service if you don't know what your customers' needs are.Before you can think about CX trends, you need to have the basics in place.While AI/Automation offers lots of uses for personalization, you need a pre-existing CX framework before you can take advantage of the technology.Quote of the Show:“Being customer-centric isn't just as easy as saying, hey, we're customer-centric.” - Annette FranzLinks:Twitter: https://twitter.com/annettefranz?s=20&t=aOLj5Mzl6Jg2dvRg3dOs8gLinkedIn: https://www.linkedin.com/in/annette-franz/Website: https://cx-journey.com/Customer Understanding: https://www.amazon.com/Customer-Understanding-Three-Experience-Business/dp/1686886810/ref=asc_df_1686886810/?tag=hyprod-20&linkCode=df0&hvadid=366338364634&hvpos=&hvnetw=g&hvrand=13111057715617334321&hvpone=&hvptwo=&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9002280&hvtargid=pla-817781085315&psc=1&tag=&ref=&adgrpid=78795692360&hvpone=&hvptwo=&hvadid=366338364634&hvpos=&hvnetw=g&hvrand=13111057715617334321&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9002280&hvtargid=pla-817781085315Built To Win: https://www.amazon.com/Built-Win-Designing-Customer-Centric-Business/dp/1642253227/ref=asc_df_1642253227/?tag=hyprod-20&linkCode=df0&hvadid=564832755269&hvpos=&hvnetw=g&hvrand=13111057715617334321&hvpone=&hvptwo=&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9002280&hvtargid=pla-1629212304445&psc=1Ways to Tune In:Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658 Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tgGoogle Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M

Customer-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.   More details at www.DoingCXRight.com/podcasts

The CX Goalkeeper had the great opportunity to interview Annette FranzLinkedIn Headline: Coach | Keynote Speaker | Author | Putting the "Customer" in Customer ExperienceHighlights:00:00 Game Start01:25: Annette Franz's Introduction02:42 Annette Franz's Values03:51 Where did the idea of the new book come from?05:25 The 10 principles in the book06:57 which principle did you enjoy writing the most?09:29 which principle is the most undervalued rated?12:53 the principle you forgot16:11 which principle was for you the most difficult to write about?17:13 which principle did you wrote as the first one?18:11 What is for you the most important message out of out of the first chapter? (Culture)19:41 What's the key message out of the second one leadership?20:17 What's the key message out of the third chapter?21:09 The future question (CX in 10 years)23:39 Annette's contact details24:20 Her book suggestion24:54 Annette's golden nuggetand much more on https://www.cxgoalkeeper.com/AnnetteFranz2Annette's Contact Details:https://www.annettefranz.comhttps://cx-journey.comhttps://www.linkedin.com/in/annette-franz/#cxgoalkeeper #customerexperience #podcast #leadership #winningonpurpose

How 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 improve the customer experience from the inside-out, looking at the interplay between culture, leadership, employees, and customers.   Customer Experience Strategy From the Start   Growing up on a farm in Ohio, Annette always dreamed of becoming a veterinarian. While the science of chemistry rerouted her from that endeavor, she did find a lot of chemistry in creating great customer and employee experiences. She left Ohio for sunny southern California and found a job doing market research at J.D. Power putting her math and writing skills to good use.   Since that time, she has been focused on customer experience strategy work on both the corporate brand side and the private agency side. Her work has ranged from customer understanding to culture and employee experience. As a certified customer experience professional (CCXP), she has seen the CX profession evolve over the past three decades and has gained deep insights on how to improve the customer experience.  The 4 Steps to Improve CX From the Inside-Out  Drawing on her years of strategic experience in the industry, Annette has identified four key pillars to improve CX from the inside-out. She takes an in-depth look at these and other strategies in her two books, “Built to Win” and “Customer Understanding,” and shares them with us here.   1. Culture    Annette's four-step strategy begins with the heart of the organization: the culture. She finds that by looking at what's happening on the inside with employees (while taking into account the voice of the customer), an organization can fix what's happening on the outside with customers.   Prioritizing culture means prioritizing how you do things. Annette says culture equals core values plus behaviors. This means defining, socializing, and operationalizing core values (including customer-driven ones). In labeling the values and defining appropriate behaviors associated with each one, a customer-centric culture will flow through the DNA of the organization and yield profound improvements and a great customer experience.   2. Leadership Commitment and Alignment   This customer-centric culture hinges on your organizational leadership's commitment to design and deliberately cultivate the culture. This commitment must extend beyond the CEO and a few leaders in various departments. It has to involve the entire leadership team. All leaders across departments must be aligned on what it means to be customer-centric and how the organization is going to deliver on that in order to ensure a unified customer-centric transformation.  This commitment must be evident in measurable ways. Leaders need to provide the resources needed (time, financial, capital, and human) to do the work that's needed to create and maintain a customer-centric culture.   Indeed, a customer-centric culture is a collaborative one in which everyone is working together towards the common goal of creating a great experience for customers.  3. Employee Experience  For all of this to happen, employees must come first. Without employees to design, build, sell, service, and deliver the products, an organization has nothing. The employee experience drives the customer experience.  Knowing this, it's important to define what the employee experience should be. This includes soft characteristics like building employee relationships through a leadership team that cares about the people, open and transparent communication, career planning, and knowledge that their work impacts the business and the customers. It also involves hard characteristics like the tools, processes, policies, workspace, workplace, and everything else that is needed to service the customers in the ways in which they deserve to be served.  4. Customer Understanding  The final step of Annette's strategy focuses on the voice of the customer. A customer-centric culture must include the voice of the customer, but how do you use that voice internally to drive employee and customer success?   Annette says this means looking at customer feedback, data, and personas internally to ensure employees are informed and educated about who the customer is and the experiences they desire. Using customer journey mapping, service blueprinting, and other initiatives to guide the values of the customer-centric culture and inform employee coaching can drive higher levels of engagement and help brands ultimately deliver a great customer experience.  The 10 Foundational Principles of a Customer-Centric Organization  In her book “Built to Win,” Annette discusses the 10 foundational principles of a customer-centric organization. The first three she shared here comprise the first three in her book: culture, leadership commitment and alignment, and employee experience.   The other foundational principles include additional ways to inspire people to think about what a customer-centric organization really looks like and entails. This means truly being people first; putting people before product, people before profits, and people before metrics.   In contrast to the inside-out approach of her four-step process to improve CX, her foundational principles incorporate outside-in thinking and doing—always including the customer perspective, knowing who they are and what their expectations are. This perspective can boost customer satisfaction and, subsequently, customer retention levels.   She also looks at governance—the structure, committees, and governing model. This foundational principle of a customer-centric organization guides how to break down silos to create cross-functional teams working towards the common goal of improving the customer experience.   Her culminating principle is the platinum rule: treating others the way they want to be treated. She said this approach sums up what outside-in thinking and doing is all about in a customer-centric organization and builds customer loyalty.   Customer Experience Strategy Today   Looking at customer experience strategy today in the context of its evolution over the past 30 years, Annette notes that it's more challenging today than ever before. Before the pandemic, many organizations were repurposing CX staff. Once the pandemic began, however, they shifted to work towards understanding the customer and their motivations. This evolved into a focus on the employee and the employee experience.  Today, Annette hears more and more stories about bad employee experiences, but companies that prioritized a customer-centric culture aren't facing that challenge. In contrast, their customer-centric outlook and empathy have guided them through hard times.  What Annette Does for Fun   Annette loves being outdoors and working out, whether on the water or in the woods. She enjoys paddle boarding, biking, mountain biking, and many of the other outdoor experiences that southern California has to offer.  To connect with Annette and learn more, visit annettefranz.com, cx-journey.com, and LinkedIn.  Watch the video here. Read the blog post here.   

Welcome to Practically Speaking, a show dedicated to highlighting practically genius ideas in less than 15 minutes. Get takeaways from Annette Franz's Genius Spotlight episode on customer experience, like how the employee experience drives the customer experience. Lindsay and Ryan then dig into data from Formstack's State of Digital Maturity report. This week, they cover how the most optimized organizations focus on improving the customer experience. Discover why these organizations find it easy to deliver on customer expectations.

McALLEN, Texas - Annette Franz, chair of the McAllen Chamber of Commerce, recently gave an update on her group's activities at a board meeting of the McAllen Economic Development Corporation. One of the items she discussed in her report was the chamber's new president and CEO, Josh Mejia. Franz said Mejia would be joining the chamber soon. “We are looking forward to Mr. Mejia working in our community and to move our chamber forward. This is a new chapter for our chamber and we expect great things from our new leader,” Franz said. Here is Franz's report. 

What does the employee experience have to do with the customer experience? Everything. In this episode, Annette Franz reveals how focusing on the employee experience is one of the most effective ways to improve the customer experience. The founder and CEO of CX Journey Inc. has spent the last 30 years helping organizations build customer-centric cultures based around people. She explains how to ensure employees have the resources they need to best serve customers, as well as why CX measurements like NPS are not the most reliable way to gauge success.

Annette Franz is today's guest on the Cyber Security Matters podcast, hosted by Dominic Vogel and Christian Redshaw. Annette Franz, CCXP is the founder and CEO of CX Journey Inc. Having started her career in the customer experience profession at J.D. Power and Associates in 1992, she has 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. CX Journey Inc. is a customer experience strategy consulting firm that specializes in laying the groundwork required to establish a CX roadmap and strategy that will drive your organization's culture transformation efforts and ensure that the customer is at the center of all you do.  In this episode, we will discuss: -The definition of “customer experience” and what it should mean for your organization -How customer experience is different than customer service  -How the customer experience differs depending on your business model  -How your employee's experience impacts your customer experience  Want to connect with Annette? Here are a couple of ways that you can do exactly that: -LinkedIn: @annettefranz -Website: www.cx-journey.com #cybersec #technology #business ep134

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. Connect with Annette https://annettefranz.com/ https://twitter.com/annettefranz https://www.linkedin.com/in/annette-franz/ https://www.instagram.com/annettefranz/ https://www.youtube.com/channel/UCWxwf-Z0h_eWZHwDDFsLyag

The 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-Centric Organizations22:12   Emphasizing Principle 1: Culture is the foundation (core values + behaviors)27:06  Emphasizing Principle 2: Leadership commitment and alignment are critical to success31:46   Emphasizing Principle 3: Employee experience - employees must be put more first35:15  The Importance of Servant Leadership40:57   Aligning Product Offerings with Customer Wants - What Problem Are You Solving?45:33   Customer Acquisition vs. Customer Retention and NPS—--For more on the topics we covered in today's episode:Check out Annette's books - Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business)Built to Win: Designing a Customer-Centric Culture that Drives Value for Your BusinessFrom Built to Win - 10 Principles That Ensure Customer-CentricityCulture is the foundation (core values + behaviors)Leadership commitment and alignment are critical to success.Employee experience: employees must be put more firstPeople come before products. People come before profits.People come before metrics. Customer understanding is the cornerstone.  Governance bridges organizational gaps. Outside-in thinking and doing vs. inside-out thinking and doing are core.The Platinum Rule over the Golden Rule.  Dr. Tony Alessandra's Platinum Rule Concept - Treat others the way they want to be treated.Everybody Matters by Bob ChapmanSapiens: A Brief History of Humankind by Yuval Noah Harari -----CX-Journey.comConnect with Annette on Twitter or LinkedIn

https://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 author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). You can buy it on Amazon in paperback or Kindle formats! Her second book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks), is available at Amazon, Books A Million!, Target, Barnes & Noble, and more outlets worldwide. Find out more about Annette and her books on her new site, annettefranz.com. 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.

Customer-centricity needs to be company-wide for it to truly impact your customers. But how can you instill these values in everyone? Annette Franz, Founder and CEO of CX Journey Inc, gives her playbook for developing a customer-centric culture at your organization. Her new book, Built to Win, dives deep into this topic and is out now.

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. Annette.What is the difference between customer-focused and customer-centric?How do you know if a company is customer-centric?Why do customer-centric organizations require a mindset and behavior shift?What advice do you have to companies who are struggling to change?You mentioned there is a perception gap between businesses that think they put the customers at the heart of all they do and what customers think. Why is there a gap?How can companies get the entire organization to rally around the customer?What is the best way to measure companies' existing cultures?How does the role of culture fit in the employee experience?How do you link culture to outcomes?When you go into an organization, what is the first question you are asking your clients [What problem are you solving for your customers?]ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

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 Franz's book, Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business, emphasizes the importance of listening to your customers and incorporating their input into your experience design. • Increased Value Counters Price Increases - Amazon Prime realizes that they can increase prices for their subscription as long as they keep increasing the value of the membership. Are You Looking for Things We Referenced? • "Accessibility Is a Right. This Restaurant Treats It That Way." - by Pete Wells in the New York Times • Pizzability - Experience This Show!, Season 4, Episode 82 • Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business - by Annette Franz • Conversation Corner with Help Scout • Amazon Prime • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman  Dan Gingiss  

In 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 impactful (for good and bad)If you enjoy the podcast, please subscribe and share with others.For more, go to relationshipsatwork.ca 

How Winning Organizations are Built Shep 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 critical to success. Customer centricity cannot just be one department or one person. It needs to be organization-wide. 3. Employee experience: employees must be put more first. When employees are happy and engaged, they will be more productive. 4. People come before products. Put the people first and take the time to understand who they are, their needs, pain, and what they are trying to do. Understanding our customers is how we can develop products for them instead of finding customers for our products. 5. People come before profits. Profits and shareholder value are outcomes. Great customer experiences are how we make sure that we get to those outcomes. 6. People come before metrics. If you focus on numbers and metrics, you do things differently than when you focus on improving the experience, which will ultimately move those numbers. 7. Customer understanding is the cornerstone. The voice of the customer is the cornerstone to every discussion, decision, and design of a customer-centric culture. 8. Governance bridges organizational gaps. Governance has two parts to it- the structure and the operating model. The structure is all of the committees that we have to get the organization working together to benefit the customer. The operating model is the people, the tools, the data, and the processes. 9. Outside-in thinking and doing vs. inside-out thinking and doing are core. Thinking outside-in is bringing the customer's voice into everything we do. 10. The Platinum Rule® rules. We're all familiar with The Golden Rule, which is to treat others the way you want to be treated. Franz shares an important lesson from Dr. Tony Alessandra's concept he calls The Platinum Rule, which is to treat others the way they want to be treated. Quote:    "A customer-centric culture is a collaborative culture. It's all about bringing the organization together to make sure that the customer has a better experience."   About:   Annette Franz, CCXP, founder and CEO of CX Journey Inc., is an internationally recognized customer experience thought leader, coach, and keynote speaker. She is the author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business). Her latest book, Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business, is now available.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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. 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 of a customer-centric culture. She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.

Annette 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

Neal 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 bit about what drives Annette, why did she want to write this book, what was her why. All of the above, and more, are discussed in the podcast. Download to find out more!

This 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 how organizations should reorient themselves on this focus.  One Powerful Quote: 20:57: “Just get started. Take the time to really educate yourself on what that means but get started. There are little things you can do that don't cost a lot of money that you can do to improve the experience.”  4-10 Bullet Points (w/ timestamps) - Highlighting key topics discussed: 3:46: Bryan opens the show by asking Annette by defining customer experience.  4:56: Bryan inquires with Annette about why customer experience is such a hot topic today.  6:17: Annette explains how culture pertains to the customer experience.  8:21: Bryan and Annette discuss the challenge with the mismatch in culture and creating true value systems. 9:55: Annette highlights the successes and errors when organizations try to initiate a culture with customer centricity. 12:35: Bryan asks Annette what industries have the best customer centric experience.  14:55: Annette talks about the pitfalls in journey mapping the customer experience.  16:34: Annette expresses how acquisition and retention does not align with the customer experience.  19:10: Annette describes the common themes for fitness brands in customer experience.  20:55: Bryan wraps up the show by asking Annette to impart her wisdom to the listeners.   Bullet List of Resources: https://www.linkedin.com/in/annette-franz/ https://cx-journey.com/built-to-win https://cx-journey.com/customer-understanding Guest Contact Information: https://www.linkedin.com/in/annette-franz/ https://twitter.com/annettefranz https://www.linkedin.com/in/bryankorourke/ http://www.fittechcouncil.org/ https://www.youtube.com/user/bko61163

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

This 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 surprised her and will certainly be using again. Listen in! Updates I had been totally engulfed in my Google UX Design certification course, which I successfully finished in May. The final project was to present my portfolio on the web and you can find a link to that on my webpage. (link below)Summer has really begun which means I get out more on my bicycle and travel around. I am still a bit tethered awaiting my status of fully vaccinated.Making plans for travels has begun and I am excited! I am lining up some interview guests in various countries where I will be traveling to them! That was always the plan with Zoom as the backup. So, I am getting really giddy about where I will go, who I will see and what we will talk about. Questions Why are so many CXes broken?What suggestions do you have for those in business who want to make change or suggest to their management changes that could be made?When do real users (customer) get involved in the process?How do we make this more of a thing? This value of good CX?Do you see companies doing anything differently in CX since this situation began in 2020? Guests LinksWebsite https://cx-journey.com Book https://www.amazon.com/Customer-Understanding-Three-Experience-Business/dp/1686886810/ Twitter https://twitter.com/annettefranz My LinksMy most recent blogpost at https://www.andrewfmaher.com

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)" --- Send in a voice message: https://anchor.fm/marcbernstein/message

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) ListeningStart 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 Persona” is also too high level for customer journey mapping. It shows preferences, what customer buys and how he/she buys.The details required for a Persona to map journey are e.g., needs, pain points, JTBD, …… it makes companies one steps closer to being able to personalize experiences. 3) Empathize:It is important to understand the experience customers have today and redesign it (how it will be tomorrow)You can't transform something you don't understand therefore, you need the “as-is” situation first.“Current state”, “service blueprint” and “future state” are the three most important steps in the CJM process.With the AS-IS situation you can perform tactical fixes. Indeed, it takes time to implement the desired “future state” and customers are maybe already gone.Fixing what is happening inside a company (using the service blueprint) is important to empower employees to deliver the desired experiences. The experiences are human and emotional, technology helps to facilitate the experiences.If you want to be successful you should appeal to both sides of CEO brain. The analytical side with the ROI and emotional side by making them feel the experiences and bringing stories to them. Additionally, make them understand what legacy they want to leave to the organization. How they want to be remembered… Her book suggestion:The Customer Comes Second: Put Your People First and Watch 'Em Kick Butt; Hal F. Rosenbluth Annette's golden nuggets:Culture is the foundation of everything, and it starts from the CEO.Take care of your employees and they will take care of your customers (and at the end of your business) How to contact Annette:http://www.cx-journey.com/https://www.linkedin.com/in/annette-franz/Customer Understanding on Amazon Thank you, Annette! #customerexperience #leadership #customerunderstanding #cxgoalkeeper

What 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-series​Terrence'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=enTwitter: https://twitter.com/iadvize​Twitch: https://www.twitch.tv/iAdviZe​

In this first episode of CX Decoded, we explore the challenges and priorities of CX professionals as we delve into our annual research report, the State of DCX. Hosts Rich Hein, head of content for CMSWire, and his colleague, Sarah Kimmel, VP of research at Simpler Media Group, do a deep dive on CMSWire's State of the Digital Experience survey research during this CX Decoded podcast by CMSWire. They are joined here by special guest Annette Franz, CCXP, founder and CEO of CX Journey, Inc. The podcast was recorded in December of 2020. Report: State of the Digital Customer Experience

Howard 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 https://cx-journey.com/about (CX Journey) and https://www.linkedin.com/in/annette-franz/ (LinkedIn). Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

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 cases of Digital Transformation on CX And more. For more such episodes, follow The Thrifty Marketer Podcast at https://bit.ly/2EN15cJFor SMB Marketing tips, visit https://bit.ly/3hHaj8V Hosted on Acast. See acast.com/privacy for more information.

Effective customer communications in financial services and billing and payments have always been based on understanding people's needs, and COVID-19 has only highlighted the importance of having the right relationship model. Guests: Becky Summers, Leader of Marketing Solutions, Raddon, a Fiserv Company; Annette Franz, CEO, CX Journey Inc.See omnystudio.com/listener for privacy information.

Annette Franz, a well-known customer experience consultant and author, starts our conversation by discussing some of those common blockers that many of us face in trying to create great customer experiences. In our conversation, we also talk about using customer feedback to improve customer experience, understanding the impact of emotion and the creating great customer journey maps. This podcast was made possible by our sponsor Natterbox. You can check out their cloud telephony platform by visiting: www.natterbox.com/voice360