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Annette Franz

Founder and CEO of CX Journey; Customer Experience Expert & Author

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Annette Franz Biography

Annette Franz, CCXP, founder and CEO of CX Journey Inc., has spent the last 30 years in the customer experience profession. She started her career at J.D. Power and Associates in 1992 and spent much of the next 25 years prior to founding CX Journey Inc. in 2017 leading consulting services for the major voice of the customer (VOC) platforms, helping clients in a variety of industries develop and execute their customer experience strategies.

She has also worked on client-side customer experience strategy for Mattel, Fidelity Investments, and Compellon. Annette is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business). In this book, she outlines the importance of customer understanding through listening (feedback and data), characterizing (personas), and empathizing (journey maps) to developing a customer-centric culture. Her second book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage, ForbesBooks), which dives into the ten foundational principles of a customer-centric culture, was released on March 22, 2022.

She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.

Speaking Topics
  • 6 Steps from Maps to Outcomes

    You've seen the headlines: "Journey mapping is a waste of time." Journey mapping fail." "Why journey mapping sucks." (Those are actual headlines.) The reality is, the problem isn't with journey mapping • it's with how it's done. Journey mapping is a tool and a process, and the process part is the critical part!

    In this presentation, I outline my six-step journey mapping process to help attendees get the maps done right and then use them to actual drive change in the organization and to the experience.

    This presentation can be a workshop/masterclass or a breakout presentation.

  • Improve the Customer Experience by Focusing on the Employee Experience

    Among the building blocks of a customer experience transformation strategy, focusing on the employee experience is one of the most critical. But why haven't companies made this a priority? We know for a fact that the employee experience drives a great customer experience!

    In this presentation, I not only explain what the employee experience entails and how to improve it, but I also share stories from my client work that support the notion that if we fix the employee experience, you'll have resolved 90% of the issues with the customer experience.

    You can't fix what's happening on the outside if you don't fix what's happening inside!

  • Putting the "Customer" in Customer Experience

    Everyone talks about customer experience and customer-centricity, but do they really know what that is, what it means, and what it entails.

    So many companies give lip service to customer experience • and there are a ton of examples • which means customers still feel like they aren't really at the center of all that businesses do, whether it's designing a product, a service, or a process.

    How do we fix that? Customer understanding is really the cornerstone of customer-centricity. In this keynote, I talk about three ways to achieve customer understanding • helping you put the "customer" into "customer experience."

  • Customer Understanding: The Cornerstone of Customer-Centricity

    Customer experience is the only true competitive advantage for businesses today. After all, it's all about the customer! It's the reason companies are in business. Customer experience leaders • those brands that excel at both employee experience and customer experience • are growing five times faster than the competition, and customer are, increasingly, choosing to do business with companies that provide an easier, more convenient, and more seamless experience. But becoming a customer experience leader doesn't happen by chance. You can't just demand it and make it so. It can't just happen in pockets of the organization. It happens when there's a commitment by executives to deliberately design a culture that puts the customer at the heart of everything the business does. For most, this requires a culture shift, a mindset shift, and a behavior shift.

  • Building A Winning Organization Through Customer-Centric Culture

    A customer-centric culture is one that is deliberately designed to be that way. There must be commitment from the top, especially from the CEO, to put customers' best interests at the heart of everything the business does. There are 10 foundational principles that ensure you get the culture that you design and allow. This presentation, which became the basis for Annette's second book and which has been updated to reflect new thinking in (and since) the book, is a must-see for organizations that want to shift how business is done to ensure that the customer is front and center.

Videos
Books
Customer Understanding: Three Ways to Put the

Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business)

FAQs
  • HOW TO BOOK Annette Franz?

    Our booking agents have successfully helped clients around the world secure talent like Annette Franz for both live and virtual events for over 15 years. The team at All American Entertainment represents and listens to the needs of organizations and corporations seeking to hire keynote speakers, celebrities or entertainers for speaking engagements, personal appearances, product endorsements, or corporate entertainment. Fill out a booking request form for Annette Franz, or call our office at 1.800.698.2536 to discuss your upcoming event. One of our experienced agents will be happy to help you get pricing information and check availability for Annette Franz or any other celebrity of your choice.
  • HOW MUCH DOES IT COST TO BOOK Annette Franz?

    Booking fees for Annette Franz, or any other speakers and celebrities, are determined based on a number of factors and may change without notice. Pricing often varies between live and virtual events. Other factors that can affect speaker fees include the talent's schedule, market conditions, length of presentation, and the location of the event. The live and virtual event speaking fees listed on this website are intended to serve as a guideline only. In some cases, the actual quote may be above or below the stated range. For the most current fee to hire Annette Franz, please fill out the booking request form or call our office at 1.800.698.2536 to speak with an experienced booking agent.
  • WHO IS THE AGENT FOR Annette Franz?

    All American Entertainment has successfully secured celebrity talent like Annette Franz for clients worldwide for more than 15 years. As a full-service talent booking agency, we have access to virtually any speaker or celebrity in the world. Our agents are happy and able to submit an offer to the speaker or celebrity of your choice, letting you benefit from our reputation and long-standing relationships in the industry. Fill out the booking request form or call our office at 1.800.698.2536, and one of our agents will assist you to book Annette Franz for your next private or corporate function.
  • WHAT IS A FULL-SERVICE TALENT BOOKING AGENCY?

    All American Speakers is a "buyers agent" and exclusively represents talent buyers, meeting planners and event professionals, who are looking to secure celebrities and speakers for personal appearances, speaking engagements, corporate entertainment, public relations campaigns, commercials, or endorsements. We do not exclusively represent Annette Franz or claim ourselves as the exclusive booking agency, business manager, publicist, speakers bureau or management for Annette Franz or any other speaker or celebrity on this website. For more information on how we work and what makes us unique, please read the AAE Advantage.
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This website is a resource for event professionals and strives to provide the most comprehensive catalog of thought leaders and industry experts to consider for speaking engagements. A listing or profile on this website does not imply an agency affiliation or endorsement by the talent.

All American Entertainment (AAE) exclusively represents the interests of talent buyers, and does not claim to be the agency or management for any speaker or artist on this site. AAE is a talent booking agency for paid events only. We do not handle requests for donation of time or media requests for interviews, and cannot provide celebrity contact information.

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Founder and CEO of CX Journey; Customer Experience Expert & Author

Travels From:
Orange County, CA, USA
Speaking Fee:

Annette Franz Biography

Annette Franz, CCXP, founder and CEO of CX Journey Inc., has spent the last 30 years in the customer experience profession. She started her career at J.D. Power and Associates in 1992 and spent much of the next 25 years prior to founding CX Journey Inc. in 2017 leading consulting services for the major voice of the customer (VOC) platforms, helping clients in a variety of industries develop and execute their customer experience strategies.

She has also worked on client-side customer experience strategy for Mattel, Fidelity Investments, and Compellon. Annette is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business). In this book, she outlines the importance of customer understanding through listening (feedback and data), characterizing (personas), and empathizing (journey maps) to developing a customer-centric culture. Her second book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage, ForbesBooks), which dives into the ten foundational principles of a customer-centric culture, was released on March 22, 2022.

She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.

Annette Franz Speaking Topics

  • 6 Steps from Maps to Outcomes

    You've seen the headlines: "Journey mapping is a waste of time." Journey mapping fail." "Why journey mapping sucks." (Those are actual headlines.) The reality is, the problem isn't with journey mapping • it's with how it's done. Journey mapping is a tool and a process, and the process part is the critical part!

    In this presentation, I outline my six-step journey mapping process to help attendees get the maps done right and then use them to actual drive change in the organization and to the experience.

    This presentation can be a workshop/masterclass or a breakout presentation.

  • Improve the Customer Experience by Focusing on the Employee Experience

    Among the building blocks of a customer experience transformation strategy, focusing on the employee experience is one of the most critical. But why haven't companies made this a priority? We know for a fact that the employee experience drives a great customer experience!

    In this presentation, I not only explain what the employee experience entails and how to improve it, but I also share stories from my client work that support the notion that if we fix the employee experience, you'll have resolved 90% of the issues with the customer experience.

    You can't fix what's happening on the outside if you don't fix what's happening inside!

  • Putting the "Customer" in Customer Experience

    Everyone talks about customer experience and customer-centricity, but do they really know what that is, what it means, and what it entails.

    So many companies give lip service to customer experience • and there are a ton of examples • which means customers still feel like they aren't really at the center of all that businesses do, whether it's designing a product, a service, or a process.

    How do we fix that? Customer understanding is really the cornerstone of customer-centricity. In this keynote, I talk about three ways to achieve customer understanding • helping you put the "customer" into "customer experience."

  • Customer Understanding: The Cornerstone of Customer-Centricity

    Customer experience is the only true competitive advantage for businesses today. After all, it's all about the customer! It's the reason companies are in business. Customer experience leaders • those brands that excel at both employee experience and customer experience • are growing five times faster than the competition, and customer are, increasingly, choosing to do business with companies that provide an easier, more convenient, and more seamless experience. But becoming a customer experience leader doesn't happen by chance. You can't just demand it and make it so. It can't just happen in pockets of the organization. It happens when there's a commitment by executives to deliberately design a culture that puts the customer at the heart of everything the business does. For most, this requires a culture shift, a mindset shift, and a behavior shift.

  • Building A Winning Organization Through Customer-Centric Culture

    A customer-centric culture is one that is deliberately designed to be that way. There must be commitment from the top, especially from the CEO, to put customers' best interests at the heart of everything the business does. There are 10 foundational principles that ensure you get the culture that you design and allow. This presentation, which became the basis for Annette's second book and which has been updated to reflect new thinking in (and since) the book, is a must-see for organizations that want to shift how business is done to ensure that the customer is front and center.

Annette Franz Videos

  • Annette Franz Interview | Designing a Customer-Centric Culture
    Annette Franz, CCXP is founder and CEO of CX Journey Inc. Having started her career in this customer experience profession at J.D. Power and...
  • In Conversation with Annette Franz | Ozonetel
    Delivering an amazing customer experience comes with many challenges. Some loud and clear, and some less talked about.
  • Annette Franz, CX Journey | Comcast CX Innovation Day 2019
    Annette Franz, Founder and CEO, CX Journey, talks with Jeff Frick at the Comcast Silicon Valley Innovation Center.

Annette Franz Books

Speaker Lists Featuring Annette Franz

FAQs on booking Annette Franz

  • How to book Annette Franz?

    Our booking agents have successfully helped clients around the world secure talent like Annette Franz for both live and virtual events for over 20 years. The team at All American Entertainment represents and listens to the needs of organizations and corporations seeking to hire keynote speakers, celebrities or entertainers for speaking engagements, personal appearances, product endorsements, or corporate entertainment. Fill out a booking request form for Annette Franz, or call our office at 1.800.698.2536 to discuss your upcoming event. One of our experienced agents will be happy to help you get pricing information and check availability for Annette Franz or any other celebrity of your choice.
  • How much does it cost to book Annette Franz?

    Booking fees for Annette Franz, or any other speakers and celebrities, are determined based on a number of factors and may change without notice. Pricing often varies between live and virtual events. Other factors that can affect speaker fees include the talent's schedule, market conditions, length of presentation, and the location of the event. The live and virtual event speaking fees listed on this website are intended to serve as a guideline only. In some cases, the actual quote may be above or below the stated range. For the most current fee to hire Annette Franz, please fill out the booking request form or call our office at 1.800.698.2536 to speak with an experienced booking agent.
  • Who is the agent for Annette Franz?

    All American Entertainment has successfully secured celebrity talent like Annette Franz for clients worldwide for more than 20 years. As a full-service talent booking agency, we have access to virtually any speaker or celebrity in the world. Our agents are happy and able to submit an offer to the speaker or celebrity of your choice, letting you benefit from our reputation and long-standing relationships in the industry. Fill out the booking request form or call our office at 1.800.698.2536, and one of our agents will assist you to book Annette Franz for your next private or corporate function.
  • What is a full-service talent booking agency?

    All American Speakers is a "buyers agent" and exclusively represents talent buyers, meeting planners and event professionals, who are looking to secure celebrities and speakers for personal appearances, speaking engagements, corporate entertainment, public relations campaigns, commercials, or endorsements. We do not exclusively represent Annette Franz or claim ourselves as the exclusive booking agency, business manager, publicist, speakers bureau or management for Annette Franz or any other speaker or celebrity on this website. For more information on how we work and what makes us unique, please read the AAE Advantage.

Annette Franz is a keynote speaker and industry expert who speaks on a wide range of topics such as 6 Steps from Maps to Outcomes, Improve the Customer Experience by Focusing on the Employee Experience, Putting the "Customer" in Customer Experience, Customer Understanding: The Cornerstone of Customer-Centricity and Building A Winning Organization Through Customer-Centric Culture. The estimated speaking fee range to book Annette Franz for your event is $30,000 - $50,000. Annette Franz generally travels from Orange County, CA, USA and can be booked for (private) corporate events, personal appearances, keynote speeches, or other performances. Similar motivational celebrity speakers are Dan Gingiss, Allison Pickens, Don Peppers, Adam Toporek and Flavio Martins. Contact All American Speakers for ratings, reviews, videos and information on scheduling Annette Franz for an upcoming live or virtual event.

Annette Franz Speaking Topics

  • 6 Steps from Maps to Outcomes

    You've seen the headlines: "Journey mapping is a waste of time." Journey mapping fail." "Why journey mapping sucks." (Those are actual headlines.) The reality is, the problem isn't with journey mapping • it's with how it's done. Journey mapping is a tool and a process, and the process part is the critical part!

    In this presentation, I outline my six-step journey mapping process to help attendees get the maps done right and then use them to actual drive change in the organization and to the experience.

    This presentation can be a workshop/masterclass or a breakout presentation.

  • Improve the Customer Experience by Focusing on the Employee Experience

    Among the building blocks of a customer experience transformation strategy, focusing on the employee experience is one of the most critical. But why haven't companies made this a priority? We know for a fact that the employee experience drives a great customer experience!

    In this presentation, I not only explain what the employee experience entails and how to improve it, but I also share stories from my client work that support the notion that if we fix the employee experience, you'll have resolved 90% of the issues with the customer experience.

    You can't fix what's happening on the outside if you don't fix what's happening inside!

  • Putting the "Customer" in Customer Experience

    Everyone talks about customer experience and customer-centricity, but do they really know what that is, what it means, and what it entails.

    So many companies give lip service to customer experience • and there are a ton of examples • which means customers still feel like they aren't really at the center of all that businesses do, whether it's designing a product, a service, or a process.

    How do we fix that? Customer understanding is really the cornerstone of customer-centricity. In this keynote, I talk about three ways to achieve customer understanding • helping you put the "customer" into "customer experience."

  • Customer Understanding: The Cornerstone of Customer-Centricity

    Customer experience is the only true competitive advantage for businesses today. After all, it's all about the customer! It's the reason companies are in business. Customer experience leaders • those brands that excel at both employee experience and customer experience • are growing five times faster than the competition, and customer are, increasingly, choosing to do business with companies that provide an easier, more convenient, and more seamless experience. But becoming a customer experience leader doesn't happen by chance. You can't just demand it and make it so. It can't just happen in pockets of the organization. It happens when there's a commitment by executives to deliberately design a culture that puts the customer at the heart of everything the business does. For most, this requires a culture shift, a mindset shift, and a behavior shift.

  • Building A Winning Organization Through Customer-Centric Culture

    A customer-centric culture is one that is deliberately designed to be that way. There must be commitment from the top, especially from the CEO, to put customers' best interests at the heart of everything the business does. There are 10 foundational principles that ensure you get the culture that you design and allow. This presentation, which became the basis for Annette's second book and which has been updated to reflect new thinking in (and since) the book, is a must-see for organizations that want to shift how business is done to ensure that the customer is front and center.

Annette Franz Speaker Videos

  • Annette Franz Interview | Designing a Customer-Centric Culture
    Annette Franz, CCXP is founder and CEO of CX Journey Inc. Having started her career in this customer experience profession at J.D. Power and Associates in 1992, she’s got 30 years of experience...
    In Conversation with Annette Franz | Ozonetel
    Delivering an amazing customer experience comes with many challenges. Some loud and clear, and some less talked about.
  • Annette Franz, CX Journey | Comcast CX Innovation Day 2019
    Annette Franz, Founder and CEO, CX Journey, talks with Jeff Frick at the Comcast Silicon Valley Innovation Center.
    Designing A Fail-proof Closed Loop Feedback Process
    Annette Franz, Founder & CEO, CX Journey Inc, speaks on designing a fail-proof closed-loop feedback process at SparrowCast.

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Speakers Similar to Annette Franz

This website is a resource for event professionals and strives to provide the most comprehensive catalog of thought leaders and industry experts to consider for speaking engagements. A listing or profile on this website does not imply an agency affiliation or endorsement by the talent.

All American Entertainment (AAE) exclusively represents the interests of talent buyers, and does not claim to be the agency or management for any speaker or artist on this site. AAE is a talent booking agency for paid events only. We do not handle requests for donation of time or media requests for interviews, and cannot provide celebrity contact information.

If you are the talent, and wish to request removal from this catalog or report an issue with your profile, please click here.

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The 2022 Speaking Industry Benchmark Report