ABOUT ANNETTE FRANZ

Annette Franz
Annette Franz is an internationally recognized customer experience thought leader, coach, consultant, and speaker. She’s on the verge of publishing her first book about putting the “customer” into customer experience. Stay tuned for that! Annette is active in the Customer Experience Professionals Association (CXPA), as: an Executive Officer on the Board of Directors, a CX Expert, and a CX Mentor. And she is a Certified Customer Experience Professional (CCXP). She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience.

Are Your Guests Stuck?

No one ever said that a guest experience transformation was easy. It’s a lot of work and requires a dedicated and relentless focus on making things better. If you’ve seen your progress slow, evaluate your efforts against the six items here.

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How to Put People Before Programs

If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your organization’s culture.

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Clarity Process

Three effective ways to start moving toward clarity right now.