I'll use this page to provide links to various interviews, documents, presentations, Hangouts, etc. that I'll publish or participate in.

Category: Interviews
InsideCXM: Q&A with Annette Franz
Customer Service Guru: A Chat with Annette Franz
Customers That Stick: Faces of Customer Experience: Annette Franz
Customer Engagement Magazine (Video and Print): How to Deliver an Amazing Customer Experience 
CMS-Connected Show (Video): Are Expectations Too High for Customer Experience Management
30 Experts in 30 Days (Leah Berry): 10 Proven Tips to Improve the Customer Journey
Servant Leadership: The Importance of Listening (The Ritz-Carlton Leadership Center)
Ta Tas at the Table: Annette Franz
Keatext Interview Series, Let's Talk about CX: Tech Trends Driving Customer Experience Strategies In 2017
CX Transformation Day (GMC Software), Keynote Session (Video): CX Transformation – What Does It All Mean?
CMSWire: Annette Franz: Without Happy Employees, Your 'CX Journey Is Already Marred'
CX Transformation Day #2 (Quadient), Global Panel Interview (Video): Journey Maps: A Catalyst for Change

Category: White Papers
Best Practices for Managing a Team Remotely
Don't Waste Your Time with Journey Maps
The Convergence of Customer Communications Management and Customer Experience Management
Drive Action with Your Customer Data

Category: eBooks
The Survival Guide to Customer Experience
The Authoritative Guide to Achieving CX Excellence: Unlocking the Power of Customer Communications Management (CCM)
Rise of the Customer Experience Executive: How CX Earned a Spot in the C-Suite

Category: Infographics
A Collection of CXO Infographics
A Collection of Customer Service Infographics
A Collection of Employee Engagement Infographics
A Collection of Leadership Quotes & Infographics

Category: Podcasts
Fast Leader Show: Running into the Same Wall Constantly
Mariposa Leadership: Employee Experience = Customer Experience
Social Antipasti: The Rational and Emotional Sides of Customer Experience
Crack the Customer Code: Crack the Code on Journey Mapping
MindTouch Ask Me Anything: Customer Journey Mapping with Annette Franz
GMC Software InspireCast Series, CX Talk Part 1: Why CX is a Must for Business
GMC Software InspireCast Series, CX Talk Part2: Customer Journey Mapping for Business (part 1: challenges and best practices)
GMC Software InspireCast Series, CX Talk Part 3: Customer Journey Mapping for Business (part 2: ownership, measurement, and maintenance)
GMC Software InspireCast: Book Review on the Authoritative Guide to Achieving #CX Excellence 
GMC Software InspireCast: Rise of the Customer Experience Executive within the C-Suite

Category: Google Hangouts
CX Day 2013 Australian Google Hangout
CX Day 2013 Pacific Google Hangout
Fonolo Google Hangout: The Future of Customer Experience
CX Day 2014 Australian Google Hangout
CX Day 2014 Pacific Google Hangout


  1. Regarding this white paper: Best Practices for Managing a Team Remotely

    It's odd to me, here in 2012, that there is still so much attachment to an 18th century factory model for 21st century knowledge workers! Knowledge knows no boundaries, and I look forward to the day when increasing numbers of laptop jockies are freed from the confines of office distractions to work remotely from the location of their choice.

    Great article!

    1. Thanks, Sarah! Kate Nasser recently wrote a post on leading virtual teams... it's a great add and will hopefully help us advance the archaic thoughts on this topic! (

      Annette :-)

      P.S. For those who are wondering why it took me 4 months to respond to Sarah, I assure you I respond to your comments in a timely manner. Sarah and I just happen to know each other and have had this discussion many times over the last several years. She has reported to me twice (virtually) during that time. :-) I wanted to add a note about Kate's post here because it is quite relevant.