Annette Franz

Annette Franz is an author, speaker, and customer experience consultant whose career centers on helping organizations prioritize both customers and employees. Franz began her career at J.D. Power and Associates and spent more than two decades leading consulting services for major voice of the customer (VOC) platforms. She has worked with clients across a range of industries to develop and implement customer experience strategies.

Franz has managed consulting services organizations for CustomerSat, Medallia, Allegiance, Confirmit, and Touchpoint Dashboard, and has held customer experience leadership roles at Mattel, Fidelity Investments, and Compellon. This experience across both vendor and client organizations provides Franz with a comprehensive perspective on customer and employee experience management.

Franz is the founder and CEO of CX Journey Inc., a company focused on advancing customer-centric business practices. Through her leadership, she assists organizations in building values-driven cultures that empower employees and improve customer relationships. Franz works with brands to develop strategies that foster employee engagement, enhance customer loyalty, and support long-term business growth. She maintains a blog at CX Journey, sharing insights on customer experience, employee engagement, and organizational culture. Franz also contributes to publications including Quality Digest, APICS Magazine, Forbes, and Business2Community.

As an author, Franz has written several books that serve as resources in the customer experience field. Her first book, "Customer Understanding: Three Ways to Put the 'Customer' in Customer Experience (and at the Heart of Your Business)," presents a framework for understanding customers through listening, characterizing, and empathizing. Her second book, "Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business," explores the principles of building a customer-focused culture. Her third book, "Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success," expands on the importance of employee experience in organizational success.

Franz is a Certified Customer Experience Professional (CCXP) with extensive experience in helping companies understand the drivers of employee and customer retention, satisfaction, and engagement. She has been recognized as one of The 100 Most Influential Tech Women on Twitter by Business Insider and served on the Executive Committee of the Customer Experience Professionals Association Board of Directors, including a term as Board Chair. Additional honors include recognition as a top customer experience expert by Freshworks, CloudCherry, LitmusWorld, and peopleHum. Franz is also a member of the Forbes Coaches Council. Her expertise in customer experience, employee engagement, and culture-driven transformation positions her as a leading voice in the field.