Articles - Annette Franz
Annette Franz, CCXP, is a customer experience expert with over 30 years of experience helping organisations understand employees and customers, improve retention and engagement, and design effective experience strategies.
She’s the author of two acclaimed books, “Customer Understanding” and “Built to Win”, which provide actionable insights on building customer-centric cultures and mastering journey mapping processes.
Recognised as one of “The 100 Most Influential Tech Women on Twitter” by Business Insider, Annette is also an Advisory Board Member for CX@UCI, an international keynote speaker, and a prolific writer featured in Forbes, CustomerThink, and CMSWire.
