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Author: Annette Franz

This author has written 2 articles

Top Picks

  • Think differently to find the best talent: Recruitment in a disruptive digital age
  • Turning leadership on its head: Finding the leaders around you
  • How buying on emotion led to one of the best customer experiences I’ve had.
  • Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)
  • What the NHS can teach us about customer relationship management

Author

Annette

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

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is an internationally recognized customer experience thought leader, coach, and keynote speaker. In 2019, she published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).

Annette serves as Chairwoman on the Board of Directors of the Customer Experience Professionals Association (CXPA). She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. And, finally, she is an Advisory Board Member for CX@Rutgers.

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Recent Articles

  • Think differently to find the best talent: Recruitment in a disruptive digital age
  • Turning leadership on its head: Finding the leaders around you
  • How buying on emotion led to one of the best customer experiences I’ve had.
  • Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)
  • What the NHS can teach us about customer relationship management

All articles

Has your CX transformation stalled?

Has your CX transformation stalled?

  • Annette Franz
  • May 10, 2020
  • Article / Customer Experience / Featured / Top Picks

The good news is that you’ve embarked on a customer experience transformation journey. The bad news is that you don’t think your organization has evolved as much as you’d hoped…

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Why Customer Experience transformations stall?

Why Customer Experience transformations stall?

  • Annette Franz
  • March 17, 2020
  • Article / Customer Experience

In this follow-up to my article  titled “Has Your CX Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. In the previous article, I focused…

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