Podcasts about cx journey

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.

Discover how Big Brothers Big Sisters leverages technology to provide innovative customer experiences and track long-term societal impact.In this episode, Lauren is joined by Adam Vasallo, CMO of Big Brothers Big Sisters of America. Adam shares how the organization, founded in 1904, creates life-changing mentorship opportunities for youth facing adversity. Learn how Big Brothers Big Sisters empowers volunteers to become mentors ("Bigs") who are matched with children ("Littles") in their communities. Adam outlines key strategies to drive awareness and recruit Bigs, including digital marketing, strategic partnerships and leveraging alumni as advocates. Discover how technology enables personalized experiences and keeps matches connected, even during the pandemic. Adam also explains Big Brothers Big Sisters' approach to CX, including journey mapping for Bigs, robust match support systems and measuring long-term societal impact through rigorous studies. Tune in for insights on youth empowerment, volunteer engagement and bringing relevance to a 100+ year old nonprofit. If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts.Watch the episode on YouTube: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1 Imagine running your business with a trusted advisor who has your success top of mind. That's what it's like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what's possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) Preview (00:32) Introducing Adam Vasallo(04:30) Creating life-changing mentorship opportunities  (08:15) Recruiting and Onboarding “Bigs”(13:10) Engaging Bigs and Littles throughout the mentorship (17:56) Leveraging Technology To Enhance CX (24:01) Supporting The Mission Through The Pandemic (28:32) Measuring Long-Term Societal Impact(33:16) Leveraging Data to Improve Programs and Partners(36:55) Keys to Mapping The end-to-end CX Journey

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 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.

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

In this week's Tech People podcast, we explore the latest in CX technology and strategy. In this exciting episode, we have the pleasure of welcoming back Amy Behbehani, now a senior consultant at InflowCX, a leading consulting firm for contact center technology, unified communications, and quality analytics.Amy shares her expertise on how to enhance your CX journey with the latest automation, AI, and cloud-based solutions. She also provides valuable insights on how to overcome process challenges and select the best BPO for your company.At InflowCX, they take a data-driven approach to evaluate potential solutions for their clients, using scorecards to make informed decisions. They also offer an 8-week approach to manage the change management process and help ease clients into the transition process.Whether you're a small startup or a large enterprise, InflowCX provides technology solutions, operational consulting, and BPO consulting for companies of all sizes. Tune in to our latest episode to learn more about how Amy helps companies improve their CX journey and deliver efficient and effective customer service solutions.

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, The Buzz presents a panel from our 2022 CX Summit. High-Impact Service Providers (HISPs) are federal entities that provide necessary services directly to the American public, as designated by the Office of Management and Budget. In this panel discussion, customer experience leaders at some of our nation's most critical agencies break down their service delivery efforts.Panelists:Lee Becker (Moderator) - Senior VP, Public Sector & Healthcare, MedalliaNicole Callahan - Voice of the Customer, Customer Analytics at Federal Student Aid, Department of EducationAmber Chaudry - Customer Experience Lead, Department of Housing & Urban DevelopmentVashon Citizen - Digital Services Division Chief, Office of Access and Information Services at U.S Citizenship and Immigration ServicesKenneth Corbin - Chief Taxpayer Experience Officer, Internal Revenue ServiceBen Sweezy - Director of Federal Digital Strategy, SalesforceSubscribe on your favorite podcast platform to never miss an episode! For more from ACT-IAC, follow us on Twitter @ACTIAC or visit http://www.actiac.org.

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

In this episode of CX Confessions: The Customer Experience Show, host Staci Satterwhite, COO at Khoros, and guest host Anastacia Darby, Director of Strategic Development at Khoros, sit down with Atri Chatterjee, Chief Marketing Officer at ForgeRock, a San Francisco-based access management software company that's on a mission to create simple and secure identity experiences. With more than three decades of experience in marketing at several different tech companies ranging in size from start-ups to well-established enterprises, Atri has plenty of wisdom to share on digital identity, key CX trends, and more.Join us as we discuss:Why digital identity is a key component of CX todayThe consumerization of ITHow digital transformation has brought both security and CX to the forefront The cost of poor CX to enterprisesWhy Atri and his team are aiming to create frictionless, “passwordless” environments in the futureItching for more CX goodness? You can find this interview and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here.Listening on a desktop & can't see the links? Just search for CX Confessions in your favorite podcast player.This episode of CX Confessions was produced by Quill.

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.   

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

On this episode of Recorded for Quality Assurance, we are joined by Nate Brown, the Senior Director of CX at Arise and Co-Founder of CX Accelerator. Tune in to hear him speak on the key to truly delivering excellent customer service, how we set agents up for success, the most important metrics to be focusing on and so much more.

In a world of clicks and emoji's the connection between you and the customer is the most important aspect of your business.  You've promised them an experience and now you must deliver that promise that exceeds their expectations that will have them telling others and returning.  In this weeks episode I cover the CX Journey you need to create, plan and evolve and the pitfalls if you don't.

Annette Franz, Founder and CEO of CX Journey joins us on this episode of TELUS International Studios. Annette has been accelerating the industry for 20 years, analyzing companies and helping them strategically nail CX. In the interview, she also warns companies of the consequences of when CX falls to the wayside.

Mark Smith is the President of Kitewheel. With over 20 years of global experience in Marketing Applications and Analytical CRM, Mark is a leader in building, growing and managing successful companies. Currently in “innovation mode” as the President of Kitewheel, Mark is focused on helping marketing agencies deliver better customer engagement through solutions that unify the “logic” layer of today’s customer-facing technology for their large brand clients.   Mark’s journey into customer behaviour and experience started early in his career. Shortly after achieving his Ph.D. in Mathematics and Statistics from the University of Edinburgh, Mark founded Quadstone – the first data mining company to focus explicitly on the analytics of customer behaviour. In the years that followed, Mark moved to Boston to build the US business and oversaw revolutionary analytic progress at clients including T-Mobile, Dell, Merrill Lynch and Fidelity. His leadership role expanded to global sale, marketing and product teams that led to a series of 3 successful M&A transactions over the last 10 years.    Questions   Mark can you share a little bit about your journey? How you got to where you are today, what is Kitewheel and what do they do? What are some key performance indicators that you would need to watch in the business as it relates to the data analytics in order to ensure that you can predict behaviour or at least nudge them as you had suggested on what they would need to do next or what they would need to be reminded of. We hear a lot also about an Omni-channel experience. An Omni-channel means that everything is connected, as you were suggesting just now. Could you give us an example of a company that you know, whether maybe you've worked with as a service provider, or a company that you are a customer of theirs? And maybe they haven't mastered it, they've come very close to mastering an Omni-channel experience? Who should own customer experience in a company? Could you share with us if you have a website, app, tool, anything that you absolutely can't live without in your business? What's the one thing that you use in your business that you can't live without? It could be a tool, it could be a website, it could be an app. Could you share with us maybe one or two books that have had biggest impact on you? It could be a book that you read a very long time ago, or maybe even one you read recently, but it still has had a great impact on you. Could you share with us maybe one thing that you're working on in your life right now, something that you're really excited about? It could be something you're working on to develop yourself or your people. Where can listeners find you online if they wanted to connect with you even more? Do you have a quote or a saying that during times of adversity or challenge you'll tend to revert to this quote or saying, it kind of helps to refocus you or just get you back on that path to whatever goal you are working on originally.   Highlights   Mark’s Journey   Mark shared that he’s the President of Kitewheel, they are a company that helps deliver great experiences to the customers of typically large organizations, by helping them manage the journeys that their customers are on. He has been doing this for a long time now, over 20 years he has been helping organizations understand the behaviour of customers from a kind of an analytic perspective. And at Kitewheel, they've kind of tuned that and moved more into the orchestration area, as they call it, which is helping businesses actually make a difference to the customer by changing the process, and helping the customer along their journey, so that they have the best possible experience.   Me: So customer journey mapping and customer orchestration. Those are kind of big terminologies in the customer experience space, for those members of our audience that may not necessarily know what that entails, could you break down for us what that is in the simplest possible terms, maybe give us an example of what it means to a business to understand that process?   Mark shared that journey mapping is certainly something that's been around for quite some time in the customer experience area, that the whole process of designing out the steps that a customer goes through on their journey, journey has become very popular, particularly the last few years, because organizations see it as a way managing that journey, is a way of kind of being somewhat in control of the experience and try and allows the business to do the best possible job of delivering a great experience. And so organizations are trying to understand so what is the journey?   And what ways do customers interact with my business? Which channels do they use? What things do they look for on different channels? And when do they use them? And what order did they do things?   Too many businesses are very kind of focused on things from their perspective. And they would like customers to do things in a certain order, but it's all really about the customer, and they do things their way. And different customers do things in different ways and so they're often on different journeys, and organizations trying to map those out.   What Kitewheel is focused on is actually using the data inside organizations to do what they call journey analytics. So not just theoretically, what do we think the customer journey is, but actually using the data from all these digital tools that we now have, and all these channels systems that record everything that happens, let's take those and start to analyze what's the real journey that the customers are on and let's visualize that so that the business can really understand not just what they think the customers doing or not just what the customers say they're doing through feedback surveys. But actually, what are they doing in terms of real behaviour.   Let's look at that. And that's journey analytics. And that journey analytics then gives you a frame, once you can see what the customers are really doing and you understand what makes them happy and or unhappy, then you can start to orchestrate, which is the process of actually changing things for the customer, helping them along their journey, nudging them this way, nudging them that way, reminding them of something they need to do. And that all helps them get to their end goal of getting a question answered, getting a customer service issue dealt with, buying a product, whatever it may be. If we can help get them there more smoothly, quickly, easily, the customer is going to regard that as a great experience and be very happy.   Key Performance Indicators in the Business to Predict Behaviour on What to Do Next   Me: What are some key performance indicators that you would need to watch the business as it relates to the data analytics in order to ensure that you can predict behaviour or at least nudge them as you had suggested on what they would need to do next or what they would need to be reminded of.   Mark shared that that's a great point. And what the organizations often have to do here is develop a small number of new performance indicators that are connected to journeys.   Lots of businesses today, they track things by channel or by product or by business unit and they know how many people visit the website, they know how many people open emails, they know how many people call the call centre, they know how many people say they're a net promoter and how many people complain. But few organizations have tied all of that together to understand it as a connected experience and understand it as a journey.   And the key new metrics that need to be developed are how many customers are going down different journeys and what is the overall satisfaction of customers who go down these different experiences.   And the data is all there, it's just a matter of connecting it together so you could see it as a connected journey. And then say, customers would go down this journey, they're much happier than customers who go down this different journey, let's align the right customers with the right journey.   Today, most companies can only control those things, channel by channel, or activity by activity, interaction by interaction. And the best results come from moving on to a connected experience of lots of interactions or across lots of channels.   Mastering the Omni-Channel Experience   Me: We hear a lot also about an Omni-Channel experience. An Omni-Channel means that everything is connected, as you were suggesting just now. Could you give us an example of a company that you know, whether maybe you've worked with as a service provider, or a company that you are a customer of theirs? And maybe they haven't mastered it, they've come very close to mastering an Omni-Channel experience?   Mark shared that the Omni-Channel concept, it's supposed to mean, all channels, all possible channels. The idea being that we as customers can make any choice we want, we as customers can one day go online to get a product, another day walk into a store, another day phone up, shouldn't really matter, we should get the same level of experience, have access to the same products regardless of where we choose, or how we choose to do business.   And the great companies are able to connect those channels together so that it's seamless. And no matter what the customer chooses, as they move from potentially one channel to another, it's a seamless experience for them, that's what we all would regard as a great experience that if he’s on the website looking at something, can't find an answer to his question, so he calls for help, it's always great when your call goes through the customer service person talking to you knows why you're there. And you can say, you’re calling because of a problem with your bill, because those channels have been connected and they know that he was just on the website with a billing problem, and therefore can help him instantly with that problem.   And so, that ability to connect those channels is where the kind of leading organizations are going, he had a great expert, you asked me for a specific example.   And he had a great experience just recently, he and his wife bought some new furniture from a company called Floyd who are an American manufacturer based in Detroit. And like everybody these days, like most people these days, they bought their furniture online, sitting at home, because they can't go anywhere. And they've done a fantastic job of making that a super kind of connected, highly branded experience. So, they half did the order on a mobile phone and then moved to a laptop.   But that went through, they instantly got confirmation and they got handed to a shipping company and actually there was something that had to be made and then handed to a shipping company. But that was completely seamless, they had communications coming from both the shippers as well as the manufacturer. But they were totally connected, each one knew what the other one was doing. And they gave them advance notice of when the delivery was going to be arrived exactly on time. They then phoned to check it was all correct, send them a survey following it. Just everything works so smoothly, despite the fact that they were two different companies involved and like four different channels. And when those things work well like that, what happens? You tell everybody about it, and that's what we're all looking for. We all want businesses promoted by advocates who think we do a great job. And here he is, doing exactly that because it was a great experience.    Who Should Own Customer Experience in a Company   Me: So we are in that era now, as you said, people are way more aware of customer experience, there's clearly a lot more attention given to it. A lot of organizations maybe 10, 15 years ago that never used to allocate a budget towards customer experience definitely by force, the customer has forced them to realize the direct correlation between having customers and their bottom line, they certainly realize that they need to give some emphasis to customer experience. But who should own customer experience in a company?   Mark stated that this is a great question. And it really has changed dramatically, just in the last one or two years. Because he thinks it's raised up significantly who owns customer experience, certainly, in the forward thinking businesses, the ones that are approaching customer experience the right way, they have realized that it's suddenly become this huge differentiator for the business from the competition.   In the old days, customer experience was seen as more a lower level thing in the business, it was a problem solving issue resolution thing, it was like the customer complaints department.   And now, the real forward thinking organization see it, “No, customer experience is actually about the whole business, in a way, it's what our brand is, this is the core message we give out to the market is the kind of experience we deliver.” And it's the number one thing people look for to differentiate one company from another. So it has to span the whole business.   And so, we see a lot of big CX initiatives now lead from the board level, real C level executives, and more and more companies are hiring Chief Experience Officers or Chief Customer Officers, who are going to take this customer centric view and drive experience as a connected thing across the typical three big divisions of sales, marketing, and service.   And oftentimes, customer experience was just in the service department but he thinks the real thinkers are bringing it up to be across all of them because every one of those communications, whether it comes from marketing, or customer service, or loyalty, or wherever, they're all part of the experience that the business delivers. So connecting them requires a top level very senior person to really lead this new generation of CX initiative.   Me: Amazing, thank you so much for sharing Mark. I did a training session earlier today with a financial organization. I'm here in Jamaica, actually. Are you in the States or in the UK?   Mark shared that he is in the States. He lives just outside Boston but his accent does come from the UK originally.   Me: Yes, it's still very strong. So one of the things that came up in the training session earlier today, and it's actually a great pet peeve of mine is sales and customer service, I strongly believe work hand in hand. And I find that a lot of companies that have sales representatives, they're extremely eager and enthusiastic and just on it to get the business, that first sale, but then to get me to buy again, or to follow up to ensure that I'm okay with the product or the service, whatever it may be, whether it's tangible or intangible, that's where they fail. Is it something that needs to be psychological from a sales perspective for it to be merged with customer experience that they don't just look on it as a one-time sale. I get it, you have a target, you need to earn X amount of dollars per month. But those customers that you signed on in November 2020, have you even reached out to them since the year started? Where do we close that gap? Or how do we close that gap?   Mark stated that that's a great example of that sort of systematic systemic problems that organizations have to do this kind of customer experience delivery right and that's the sort of silos, the organizational silos that exist in so many businesses, driven by management structures, team structures, and sadly, often incentive structures that really govern what people do, what your teams do, the lifeblood of the company, the people, what they actually do, if those are not connected and everybody from the top down is focused on the experience goal, then you'll get this kind of situation. And that's why you need a top level leader around these initiatives to make sure that the organization lines up. It's funny he often thinks that the real challenge these days of getting these stuff right is not technology anymore, it's not data, it's the organization actually doing the right things and behaving the right way. And so, if your sales team is totally incented, and motivated around just getting the deal in and then they hand it on to somebody else to look after that customer, then they're only going to care about it up to that point. And if their incentives and their commission is purely based on that, then that's where it stops, and they move on to the next thing.   Now, that can work if you've got a good customer success group who picks up the customer and their job is making sure that customer’s happy and they pick up. That's what actually what they do at Kitewheel is a nice handoff between the sales team who bring the customer up to the point of becoming one of their customers and then their customer success group picks them up and they're responsible for every week, every month, making sure that customer’s happy and successful. And ultimately, in two years-time, three years-time would renew and stay with them. And as long as there's a connection and the handoff happens, and you've got people caring about both sides, that can work. The problem is when there isn't anybody to hand it to, they’re just sales are being done and immature businesses can often be like this, they've just bring sales in, but no one picks them up. And it seems like no one cares about you. We've all experienced that, you buy a product and then it feels like no one's interested in you anymore, they've got your money, and you're on your own kind of thing.   App, Website or Tool that Mark Absolutely Can’t Live Without in His Business    When asked about an online resource that he can’t live without, Marks shared that for his business today, it would almost certainly be Zoom. They have suddenly moved a year ago now almost, to be in a virtual business, no one goes in the office anymore, everybody works from home, he used to travel almost every week to visit customers. And now he has been sitting in the same room for the last 12 months doing everything virtual. So if they didn't have these tools, it's not always Zoom, many customers use Microsoft Teams or WebEx. But those online collaboration environments is undoubtedly the most important tool in his life right now to keep the contact going. Keep connected with the customer, make sure they're happy.   Books That Have Had the Greatest Impact on Mark    When asked about books that have had the biggest impact, Mark shared that an interesting question. The best recent book he read actually just literally a few weeks ago, he read Ben Horowitz’s The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers, which is a great business book. It's like he's gone through all the things that he (Mark) has gone through running a company over the last 20 years. And just full of great kind of down to earth advice on how to handle difficult situations and lots of stories about how this sort of thing happens all the time, it's always difficult, there's always completely unknown things that come around the corner that you need to be able to adapt and handle. So, he really enjoyed that read a few weeks ago.  And then the other classic business book that he read a long time ago was Geoffrey Moore's Crossing the Chasm, which is all about how you go from early kind of inventive ideas to more mainstream business. And he feels like that's where the customer experience world is at the moment, it's gone from early stage stuff to suddenly, it’s like every company out there is suddenly interested in customer experience. And we're definitely going through that kind of transition right now.   Me: I think COVID has actually brought it to the forefront even more, that has been my experience here in Jamaica for sure. They're more sensitive, and they pay more attention to the quality of the experience that they've gotten and I don't know if it's because safety has been like the new buzzword, how safe do you make me feel if I have to come into your environment and that a lot of times falls on how to services delivered. Something as simple, which has nothing to do with the product or service that you deliver but something as simple as when you actually arrive at a client's location and they are taking your temperature and spraying you, sometimes they're spraying it with things that you're not aware of. And nobody is actually saying to you, may I please sanitize your hands, and the liquid that we're using for the sanitation is alcohol mixed with lemongrass oil, or whatever concoction they've put in a bottle, but I think it is courteous, you should exercise courtesy and tell the customer what you are sanitizing their hand with.   Mark agreed and shared that Yanique made a really interesting point. And one of the things that worries him about the whole pandemic is we're being moved all this digital sort of human less contact mechanisms and people are going to forget about how to actually interact with each other, those kind of situations where people don't talk to you anymore, maybe because they're a bit scared because this situation is scary. But he knows exactly what you mean about that kind of personal interaction thing. But he also thinks this COVID, it has totally changed the business world as well and it is driving this interesting customer experience, because for so many businesses, their customers have totally changed how they experienced that business. All of a sudden all of our customers are also at home, like we are, and also having to do things on new channels, on more digital channels and that's a whole different experience for a lot of people. And so, the smart companies are suddenly focusing on, “We better investigate this area and do the best we can to make this experience for the customers a good experience.”    What Mark is Really Excited About Now!    Mark shared that Kitewheel has been around about 8 years and their business has been very focused on very large organizations who have been the sort of real leaders in this customer experience space and the first ones to move into, try and manage journeys better, and connect their channels and use all their data and so on. And the thing they’re working on and kind of launching in just a few weeks time, is how they bring those same things, the things that the big guys have been pioneering? How do they bring that to everyone?   How can they package that up, and make this sort of a journey approach, accessible to a lot more companies, a lot more businesses by essentially simplifying it and packaging it up so that everyone can kind of benefit from those, the early work of the kind of pioneers.   And that's very exciting. And it's a sort of reaction to get so many people asking them for that. They don't necessarily have a big army of internal developers to do things themselves but they'd still like to start taking this more customer experience centric approach to things. So, that's their big initiative that they're working on this year, and in fact, launching in a couple of weeks.   Where Can We Find Mark Online   Website – www.kitewheel.com Email – msmith@kitewheel.com LinkedIn – Mark Smith   Quote or Saying that During Times of Adversity Mark Uses   When asked about a quote or saying that he tends to revert to, Mark shared that he has a lots of those, he’s well known for having lots of quotes for different things. One of the mottos of the business, actually, they have a motto which is, “Work hard and be nice to people.” They have a poster that hangs in the office. No one sees it anymore but it does hang in the office. But he grew up in Scotland and there's a great there's matching quote from Scotland which is that, “Hard work never killed anybody.” And that would be his quote for when times are tough, you should remember that hard work never killed anybody, which is an old Scottish expression.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers by Ben Horowitz   The ABC’s of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC’s of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

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

The CX Allstars include Hollis Roberts, Jill Raff, James Dodkins, and Dennis Wakabayashi. They have created a new training platform to help you and your company navigate the EX to CX journey for your organization, getting everyone on the same page. The course helps you open up your aperture and gives you tactics to improve the employee and customer experience, and ensure it's aligned with your brand. Hollis Roberts focuses on how you can show up every day to understand who you are, the value you can create, and how you contribute to the success of the broader team and company. For new leaders, Hollis shares wisdom on how to take yourself on as your first project vs. a project to fix the customer experience, and define "the experience of you." If Hollis helps you on "how to lead ourselves," Jill Raff focuses on "how we lead others" and create employee engagement that creates employee lifetime value. From the staffroom to the boardroom, Jill helps gives you the tools to make people feel recognized and heard so they can translate their work into meaningful customer experiences. James Dodkins portion of the training platform is about showing you the principles and the mindsets that create ideal customer experiences. You don't have to "wow" your customer at each turn, but you do need to deliver a consistently positive experience, and James will help you do that. Finally, Dennis closes out the show and his focus is on the known and unknown customer, bringing together data and touch points to create customer lifetime value. Dennis shares his expertise on how to think about the recency, frequency & size of the purchase, and how to align EX and CX closer to your brand to create value. A star-studded show with four leaders in the EX and CX space, bringing together their decades of experience into one platform to help you accelerate your career. Stay tuned for more details from Hollis, Jill, James and Dennis!

With 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.

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 eighth episode, we again respond to the challenge of needing to work from home productively. This episode is an interview with a globally recognised CX expert, who has been working from home for over 20 years. Annette Franz is CEO & founder of CX Journey, as well as being chairwoman of the CXPA, author of "Customer Understanding" and regularly recognised CX consultant & coach. In this conversation we discuss her experience of learning to work effectively from home, including habits, apps & environment. Lots of honest pragmatic advice to help many leaders who are making this transition in a less than ideal environment. We hope it helps you.

Annette 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/

Our host, John Corrigan, talks with Kerry Bodine, founder of Kerry Bodine & Co and author of "Outside In," about journey mapping workshops.

Our host, John Corrigan, talks with Kerry Bodine, founder of Kerry Bodine & Co and author of "Outside In," about journey maps as a tool for your CX program. Part 1 of 3.

Annette 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.com/).

Annette 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.

Steve kicks off the new year with a discussion on how some companies still need to master the fundamentals of customer experience with CX luminary Annette Franz, founder and CEO of CX Journey, Inc.

Annette 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 of target demographics or segments.Empathize: Walk in your customers' shoes and create a journey map Instead of always ending the customer experience with the survey, you can take an extra step by listening to your customers on places like social media. The goal is to be where your customers are when they want to provide feedback.A Persona is a researched-based representation of your ideal customer. Organizations can have multiple personas for customers that have similar preferences, likes, needs, and pain points.Five reasons why every organization should journey map:                                                         1. There’s no better way to understand the experience, what’s going right and what’s going wrong.                  2. Journey mapping helps you design new and better experiences.                  3. They are great communication and training tools for employees. You can use journey maps to train employees on what the experience should look like and align your organization around the customer.                  4. Journey maps allow you to show instead of tell, which increases your chance of getting an executive commitment towards CX transformation.                  5. Journey maps give employees who don’t usually interact with customers a clear line of sight to the customer. About: Annette Franz is the CEO of CX Journey. For the last 25 years, she’s helped companies understand their employees, customers, and what drives engagement and retention. 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 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 started. Customers will give you the deepest insights Journey maps are one tool in the CX toolkit Digitise and display your journey map so staff can see it. If nothing changes, nothing changes.

In 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.

Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. Today, we're revisiting some of the answers from previous guests to the pay-it-forward question, "what do you know now that you wish you knew then?" These answers will be helpful to both current and aspiring CCOs. Guests in order of appearance are: Claudiu Coltea (Citizen's Financial Group), Parrish Arturi (Fidelity Investments), Scott Dille (Northern Trust), Brian Lille (Equinix), Rachael McBrearty (Cisco), Catherine Courage (Google), Karen Quintos (Dell). Get show notes at customerbliss.com/cb95.

There's so much to learn about successfully implementing a program through your own trial and error, but what would success look like without mentors or help from others? I've always found learning from successful individuals to be helpful, which is why I love asking my guests, "what do you know now that you wish you knew then?" This episode features a compilation of answers to the pay-it-forward question I ask in every episode with tactical advice that you can apply today. Find more information at customerbliss.com/podcast.

Annette Franz, CCXP, author, speaker, CXPA board member and Founder of CX Journey discusses the rise of the customer experience executive as an equal C-level member within the C-suite. A great must-listen to for any CEO of any business or brand wanting to understand why a company needs a CX executive, be it a Chief Customer Officer or a Chief Customer Experience Officer. Annette further discusses the CX executive's critical success factors plus their biggest challenges to success within this role. All of which can be found in Annette's newly authored book she highlights in this episode: The Rise of the CX Executive, featuring interviews with real life CX executives: Donna Peeples, CCO of Pypestream, Christine Corbett, CCO of Australia Post, Isabelle Conner, CMO/CCO of Generali Group, Nick Frunzi, CCO of Esri and Ingrid Lindberg, former 4-time CCO. Make sure to make this episode part of your playlist if you're an upcoming CX professional or a CEO wanting to focus on CX for their business.

Shep 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! Learn more about your ad choices. Visit megaphone.fm/adchoices

Annette 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 changes can be made. There are quick wins to be had, but you have to know how to find them! There are so many different frameworks for journey mapping, how do you know where to start? Annette dissects ways to explore the customer’s journey and to learn about who your customers really are. Are you ready to dive in? Listen in to hear many great tips to start or continue your journey mapping. Annette Franz: Customer Experience Expert Annette Franz blogs at CX Journey, where she shares her passion for helping companies understand the importance of the employee experience and its role in delivering an exceptional customer experience, as well as how to transform their cultures to ensure the customer is at the center of every conversation. She was recently recognized as one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and has been recognized by several organizations as a top influencer in Customer Experience. She is an active CXPA member, as a CX Expert, CX Mentor, and a SoCal Local Networking Team Lead; she also serves on the Board of Directors. Connect with Annette @annettefranz   @cxjourney  LinkedIn  Facebook Related Content Annette’s blog post, Journey Maps: Not an Exercise in Futility Annette’s blog post, 5 Basic Journey Mapping Principles Jeannie’s blog post, 5 Customer Journey Mapping Mistakes Adam’s blog post on Convince and Convert, 7 Tips to Get Started with Customer Journey Mapping  Sponsor Message  Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines is a one-stop training guide for anyone who works with customers. Be Your Customers Hero covers customer service from beginning to end. In HERO, you will learn some of Adam’s favorite tips and tricks for winning the mental game of service, for communicating in ways that set you up for success, and of course, for working with difficult customers. Get a copy for yourself or for your whole team. Bulk discounts are available. Learn more here.                  Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices