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Annette Franz

Founder and CEO of CX Journey; Customer Experience Expert & Author

Annette Franz
Travels From Travels From:
Orange County, CA, USA
Speaking Fee Speaking Fee:
Live Event: $30,000 - $50,000
Virtual Event: $10,000 - $20,000
More Fee Info
Categories Categories:
Categories Categories:
Business Growth, Communication, Computer Science, Customer Experience, Female Leadership, Marketing, Sales, Women in Business
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Annette Franz Biography

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, Franz has fundamentally changed how organizations do business—and boosted their bottom lines in the process.

A seasoned CX veteran with 30 years of experience, Franz 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.

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Speaker profile last updated by AAE Talent Team on 02/12/2024.

Annette Franz Speaking Topics

  • 6 Steps from Maps to Outcomes

    You've seen the headlines: "Journey mapping is a waste of time." Journey mapping fail." "Why journey mapping sucks." (Those are actual headlines.) The reality is, the problem isn't with journey mapping • it's with how it's done. Journey mapping is a tool and a process, and the process part is the critical part!

    In this presentation, I outline my six-step journey mapping process to help attendees get the maps done right and then use them to actual drive change in the organization and to the experience.

    This presentation can be a workshop/masterclass or a breakout presentation.

  • Improve the Customer Experience by Focusing on the Employee Experience

    Among the building blocks of a customer experience transformation strategy, focusing on the employee experience is one of the most critical. But why haven't companies made this a priority? We know for a fact that the employee experience drives a great customer experience!

    In this presentation, I not only explain what the employee experience entails and how to improve it, but I also share stories from my client work that support the notion that if we fix the employee experience, you'll have resolved 90% of the issues with the customer experience.

    You can't fix what's happening on the outside if you don't fix what's happening inside!

  • Putting the "Customer" in Customer Experience

    Everyone talks about customer experience and customer-centricity, but do they really know what that is, what it means, and what it entails.

    So many companies give lip service to customer experience • and there are a ton of examples • which means customers still feel like they aren't really at the center of all that businesses do, whether it's designing a product, a service, or a process.

    How do we fix that? Customer understanding is really the cornerstone of customer-centricity. In this keynote, I talk about three ways to achieve customer understanding • helping you put the "customer" into "customer experience."

  • Customer Understanding: The Cornerstone of Customer-Centricity

    Customer experience is the only true competitive advantage for businesses today. After all, it's all about the customer! It's the reason companies are in business. Customer experience leaders • those brands that excel at both employee experience and customer experience • are growing five times faster than the competition, and customer are, increasingly, choosing to do business with companies that provide an easier, more convenient, and more seamless experience. But becoming a customer experience leader doesn't happen by chance. You can't just demand it and make it so. It can't just happen in pockets of the organization. It happens when there's a commitment by executives to deliberately design a culture that puts the customer at the heart of everything the business does. For most, this requires a culture shift, a mindset shift, and a behavior shift.

  • Building A Winning Organization Through Customer-Centric Culture

    A customer-centric culture is one that is deliberately designed to be that way. There must be commitment from the top, especially from the CEO, to put customers' best interests at the heart of everything the business does. There are 10 foundational principles that ensure you get the culture that you design and allow. This presentation, which became the basis for Annette's second book and which has been updated to reflect new thinking in (and since) the book, is a must-see for organizations that want to shift how business is done to ensure that the customer is front and center.

Annette Franz Videos

  • Annette Franz Interview | Designing a Customer-Centric Culture
    Annette Franz Interview | Designing a Customer-Centric Culture
    Annette Franz, CCXP is founder and CEO of CX Journey Inc. Having started her career in this customer experience profession at J.D. Power and...
  • Annette Franz, CX Journey | Comcast CX Innovation Day 2019
    Annette Franz, CX Journey | Comcast CX Innovation Day 2019
    Annette Franz, Founder and CEO, CX Journey, talks with Jeff Frick at the Comcast Silicon Valley Innovation Center.
  • Designing A Fail-proof Closed Loop Feedback Process
    Designing A Fail-proof Closed Loop Feedback Process
    Annette Franz, Founder & CEO, CX Journey Inc, speaks on designing a fail-proof closed-loop feedback process at SparrowCast.
See All Videos »

Annette Franz Books

  • Customer Understanding: Three Ways to Put the
    Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business)

FAQs on booking Annette Franz

  • How do I book Annette Franz to speak at my event?

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  • What are the speaker fees for Annette Franz

    Speaking fees for Annette Franz, or any other speakers and celebrities, are determined based on a number of factors and may change without notice. The estimated fees to book Annette Franz are for live events and for virtual events. For the most current speaking fee to hire Annette Franz, click the Check Availability button above and complete the form on this page, or call our office at 1.800.698.2536 to speak directly with an experienced booking agent.

  • What topics does Annette Franz speak about?

    Annette Franz is a keynote speaker and industry expert whose speaking topics include Business Growth, Communication, Computer Science, Customer Experience, Female Leadership, Marketing, Sales, Women in Business.

  • Where does Annette Franz travel from?

    Annette Franz generally travels from Orange County, CA, USA, but can be booked for private corporate events, personal appearances, keynote speeches, or other performances. For more details, please contact an AAE Booking agent.

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    AAE Speakers Bureau has successfully booked keynote speakers like Annette Franz for clients worldwide since 2002. As a full-service speaker booking agency, we have access to virtually any speaker or celebrity in the world. Our agents are happy and able to submit an offer to the speaker or celebrity of your choice, letting you benefit from our reputation and long-standing relationships in the industry. Please click the Check Availability button above and complete the form on this page including the details of your event, or call our office at 1.800.698.2536, and one of our agents will assist you to book Annette Franz for your next private or corporate function.

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Annette Franz is a keynote speaker and industry expert who speaks on a wide range of topics such as 6 Steps from Maps to Outcomes, Improve the Customer Experience by Focusing on the Employee Experience, Putting the "Customer" in Customer Experience, Customer Understanding: The Cornerstone of Customer-Centricity and Building A Winning Organization Through Customer-Centric Culture. The estimated speaking fee range to book Annette Franz for your event is $30,000 - $50,000. Annette Franz generally travels from Orange County, CA, USA and can be booked for (private) corporate events, personal appearances, keynote speeches, or other performances. Similar motivational celebrity speakers are Adam Toporek, Dan Gingiss, Blake Morgan, Jeanne Bliss and Robert Spector. Contact All American Speakers for ratings, reviews, videos and information on scheduling Annette Franz for an upcoming live or virtual event.

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