Annette Franz

A Career Putting Customers Front And Center

As the Founder and CEO of CX Journey Inc., Annette Franz is leading the charge for a customer-centric landscape for modern businesses. From her ten principles and practices of customer-centricity to their relentless, real-world use, Annette has fundamentally changed how organizations do business—and boosted their bottom lines in the process.

A seasoned CX veteran with 30 years of experience, Annette worked at some of the most premier organizations in the country including J.D. Power, Fidelity, and Mattel before founding CX Journey Inc. in 2011. Since 2018, she has served as a member of the Forbes Coaches Council, providing industry-leading insights into CX and its myriad dovetailing concerns.

As a sought-after thought leader, she has drawn audiences across the country to learn about her methods and philosophy—some of which has been distilled in her books Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), and in her new release, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business.