CX Journey Inc. is a global customer experience strategy consulting firm that specializes in laying the groundwork required to establish a CX roadmap and strategy that will drive your culture transformation efforts. Customer understanding is the cornerstone of customer-centricity. Retention and growth are grounded in customer-centricity.
At CX Journey Inc., we help you put the "customer" into customer experience, whether it's internal (employees) or external customers. We believe that (1) culture is the foundation of your business, and culture transformation is the root of CX strategy success; (2) the employee experience cannot be an afterthought, rather, employees must come first; and (3) customer understanding along the journey is key to developing a strategy that allows customers and businesses to achieve their desired outcomes.
Why name the firm CX Journey Inc.?
You know the quote, "Success is a journey, not a destination." Well, the customer experience is a journey, too. It's a never-ending journey. Once you've designed the best experience for customers today, their needs change, their expectations evolve, customers change, etc. You'll need to think about the experience today and listen for - and anticipate - what lies ahead. You must always strive to deliver that ultimate customer experience, not only at a single touchpoint but also - especially - along the entire journey. Have you taken the first step?
Who is Annette?
Annette Franz is founder and CEO (Chief Experience Officer, of course!) of CX Journey Inc. She's got 25 years of experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience - so that, together, you can design a better experience for all constituents.
Annette is also co-founder of Insight Wave, a customer experience accelerator that helps customer experience professionals operationalize the customer experience strategy across their organizations.
Annette is also co-founder and co-host of Experia Summit, the world's first virtual summit dedicated to educating and inspiring the audience about all things experience management, i.e., customer experience, employee experience, leadership, and culture.
Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized as one of the top thought leaders around the world in Customer Experience.
She serves as the Vice Chairwoman of the Board of Directors of the Customer Experience Professionals Association (CXPA), mentors other professionals in this field to help them advance their careers, and is a speaker and an avid writer; you can find her work not only on her own blog but also in Forbes, Business2Community, CustomerThink, Quality Digest, APICS Magazine, and more. She is a Certified Customer Experience Professional (CCXP).
She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience. Go here to see her articles on Forbes.
And, finally, she is an Advisory Board member for CX@Rutgers.
For awards and recognition, check out the Recognition section on the right-hand column of this page. And here's a glimpse of a few of our favorite social media compliments over the years (click to enlarge)...