About

We Can Help You Put the "Customer" into Customer Experience

CX Journey Inc. is a global customer experience strategy consulting firm that specializes in laying the groundwork required to establish a CX roadmap and strategy that will drive your culture transformation efforts.

At CX Journey Inc., we will help you put the "customer" into customer experience, whether it's internal (employees) or external customers. We believe that (1) culture is the foundation of your business, and culture transformation is the root of CX strategy success; (2) the employee experience cannot be an afterthought, rather, employees must come first; and (3) customer understanding along the journey is key to developing a strategy that allows customers and businesses to achieve their desired outcomes.

Why name the firm CX Journey Inc.? 

You know the quote, "Success is a journey, not a destination." Well, the customer experience is a journey, too. It's a never-ending journey. Once you've designed the best experience for customers today, their needs change, their expectations evolve, customers change, etc. You'll need to think about the experience today and listen for - and anticipate - what lies ahead. You must always strive to deliver that ultimate customer experience, not only at a single touchpoint but also - especially - along the entire journey. Have you taken the first step?

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Who is Annette?

Annette Franz is founder and CEO (Chief Experience Officer, of course!) of CX Journey Inc. She's got 25 years of experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience - so that, together, you can design a better experience for all constituents.

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience.

She co-hosts the weekly #CXChat on Twitter, serves as an executive officer on the Board of Directors of the Customer Experience Professionals Association (CXPA), mentors other professionals in this field to help them advance their careers, and is a speaker and an avid writer; you can find her work not only on her own blog but also in Forbes, Business2Community, CustomerThink, Quality Digest, APICS Magazine, and more. She is a Certified Customer Experience Professional (CCXP).

She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience. Go here to see her articles on Forbes.


Knowing where you're going is the first step to get there. -Ken Blanchard

It is good to have an end to journey toward, but it is the journey that matters in the end. -Hemingway