Annette Franz

Founder/CEO and Consultant in California

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Annette Franz is Founder/CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients ground and frame their customer experience strategies in/via customer understanding. Her passion lies in teaching companies about customer experience and helping them understand the importance of the employee experience to a great customer experience. She has 25 years of experience in the customer experience space, helping companies improve customer satisfaction and retention as well as the employee experience.

Annette has been recognized by numerous organizations over the last five years as a thought leader and top influencer in Customer Experience. She was also recognized as one of "The 100 Most Influential Tech Women on Twitter" by Business Insider.

She has been blogging for more than five years about all things customer experience and employee experience. You can find her blog at, and her articles are syndicated to various industry and non-industry sites. She also frequently guest blogs, writes white papers and eBooks, conducts webinars, and participates in podcasts with/for companies who are looking to shift their focus to the customer and the employee.

Annette has served - and continues to serve - as an advisor to various start-ups in the CX technology space.

She is an active Customer Experience Professionals Association (CXPA) member, as a CX Expert, CX Mentor, and a SoCal Local Networking Team Lead; she also serves as an executive officer on the association's Board of Directors.

And finally, Annette is a Certified Customer Experience Professional (CCXP) and has been CEM certified, as well.

  • Work
    • CX Journey Inc.