Annette Franz, CCXP, is founder and CEO of CX Journey. She has more than 25 years of experience helping companies (from both the client side, ie, Mattel and Fidelity, and the vendor side) understand their employees and customers and identify what drives retention, satisfaction, engagement and the overall experience – so that employees, customers and businesses reap the benefits and achieve their desired outcomes.

Franz was named one of the“100 Most Influential Tech Women on Twitter” by Business Insider and is an internationally recognised customer experience thought leader, coach, and keynote speaker. In 2019, she published her first book, Customer understanding: Three ways to put the ‘customer’ in customer experience (and at the heart of your business).

Franz serves as chairwoman of the board of directors of the Customer Experience Professionals Association (CXPA). She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. And, finally, she is an advisory board member for CX@Rutgers.