Annette Franz

Vice President, Customer Experience in California

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Annette has led Consulting Services departments for several companies that focus on improving both the customer experience and the employee experience by utilizing their software platforms to facilitate listening to and operationalizing the voice of the constituent. Annette started her career in this space as a VOC consultant at J.D. Power and Associates and has been working with clients to transform their cultures and experiences for more than 20 years.

In 2011, Annette began her blog, CX Journey™, as a way to share her learnings and experiences from the last 20 years. Her blog is currently syndicated on CustomerThink, Yahoo Small Business Advisors, FutureLab, Business2Community, and more, and she's a guest blogger and ghost writer for several others. She was also invited to be a part of the Employee Happiness Tips, Tricks, and Tools site as one of 26 world-renowned authors committed to sharing tips and tricks for improving the employee experience.

2014 accolades include: CXPA CX Impact Award, #45 of The 100 Most Influential Tech Women on Twitter by Business Insider, Top 10 of 2014 Top 50 Most Active Influencers in #CX – Customer Experience by MindTouch, #1 of Top 100 Big Data and Customer Experience Influencers by Onalytica, #11 Executive Top 60 Customer Experience Influencers by SAP, and a top contributor in Customer Experience and Leadership for CustomerThink and Business2Community.

She is passionate about helping companies understand the importance of the employee experience and its role in delivering an exceptional customer experience, as well as how to transform their cultures to ensure the customer is at the center of every conversation.

In addition, or perhaps complementary, to her passion for a positive employee experience is her focus on being a fair and forward-thinking leader to her staff, who look to her for guidance, leadership, and mentoring. She believes that if you openly communicate with your staff, if you take care of your people, the business will follow.

Annette holds a B.S. in Management from California State University, is a Certified Customer Experience Professional (CCXP), and is CEM Certified. She is an active member of the Customer Experience Professionals Association (CXPA), as a Board Member, SoCal Local Networking Event Team Lead, CX Expert, and CX Mentor.

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