customer journey mapping

Annette Franz, creator of the CX Journey blog, gets into the nitty gritty of what makes a customer journey map a powerful tool for any organization.

Annette Franz: Customer Experience Expert

Annette Franz blogs at CX Journey, where she shares her passion for helping companies understand the importance of the employee experience and its role in delivering an exceptional customer experience, as well as how to transform their cultures to ensure the customer is at the center of every conversation.

She was recently recognized as one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and has been recognized by several organizations as a top influencer in Customer Experience.

She is an active CXPA member, as a CX Expert, CX Mentor, and a SoCal Local Networking Team Lead; she also serves on the Board of Directors.

Connect with Annette

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Customer Journey Maps Get Real

“Do I need to track all thousand steps?” Different customers have different customer journeys, so what are the best ways to really map their journey?

Annette Franz tackles the complex process of customer journey mapping by simplifying it.

In this episode, Adam, Jeannie and Annette discuss the changing ways organizations can get the best information about their customers, so impactful changes can be made. There are quick wins to be had, but you have to know how to find them!

There are so many different frameworks for journey mapping, how do you know where to start? Annette dissects ways to explore the customer’s journey and to learn about who your customers really are. Are you ready to dive in?

Listen in to hear many great tips to start or continue your journey mapping.


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