Annette is a recognised customer experience thought leader who is passionate about helping to build people-focused organisations, organisations that care about people over profits, knowing that by focusing on employee experience first, a great customer experience will follow.
Annette holds a B.S. in Management from California State University, is a Certified Customer Experience Professional (CCXP), and is CEM Certified. She is an active member of the Customer Experience Professionals Association (CXPA), as a Board Member, SoCal Local Networking Event Team Lead, CX Expert, and CX Mentor.
August 15, 2017Last Updated: March 10, 2020 Annette Franz
We’ve got 5 tips on how to speak the same language as your customers that will improve your customers experience and improve how you effectively communicate with customers across voice channels, marketing, the website and more.
August 30, 2016Last Updated: November 14, 2018 Annette Franz
We’ve all heard it. What gives? We’ve all seen the reports and the studies and the statistics that “customer experience is the next… battlefield, competitive battleground, competitive advantage, competitive frontier, marketing, ___ [fill in the blank].” I recently saw a
