Annette Franz is a Certified Customer Experience Professional and an official member of the Forbes Coaches Council, an exclusive community for accomplished business and career coaches.

Annette brings an impressive 30 years of combined experience from both the client and vendor sides, focusing on helping businesses in understanding their employees and customers. Her specialization lies in pinpointing the key drivers of retention, satisfaction, engagement, and the overall customer experience. Annette excels in formulating strategies for both employee and customer experiences, with the ultimate goal of delivering enhanced experiences for all stakeholders.

Whether you are seeking a keynote speaker, coach, consultant, journey mapping workshop/process facilitator, influencer, or thought leader, Annette has the expertise to provide valuable insights on customer experience, employee experience, and culture. You can find her profile on eSpeakers here: https://www.espeakers.com/marketplace/profile/30696?btsc=1.

Annette is the author of the book ‘Customer Understanding: Three Ways to Put the Customer in Customer Experience (and at the Heart of Your Business)’, which is available on Amazon in both paperback and Kindle formats. This book explores three approaches for achieving customer understanding, providing a comprehensive guide to her six-step journey mapping process.

Her second book, ‘Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business’ is tailored for company executives and leaders, offering valuable insights into the significance of customer-centric approaches and making a strong case for cultivating a successful organization centered around the needs of the customers.

Annette has been recognized as one of the ‘100 Most Influential Tech Women on Twitter’ by Business Insider and continues to be a prominent figure in the customer experience field. Serving as an Advisory Board Member for CX@UCI, she actively mentors professionals in the industry and contributes her valuable thought leadership to various platforms such as Forbes, Business2Community, CustomerThink, CMSWire, and more.