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RESOURCES

On this page you’ll find links to various interviews, documents, presentations, Hangouts, etc. that I’ve published or participated in. 

Category: Forbes Coaches Council Expert Panels

How to Help Your Senior-Level Employees Transition into Leadership Roles

Nine Warning Signs Your Corporate Culture Is In Trouble

13 Ways for Your Business to Capture Attention in a Crowded Market

13 Ways For Companies To Stay In Touch With Every Team Member (Even Remote Ones)

13 Steps Business Owners Should Take To Inject Humanity Back Into Customer Service

Category: Presentations

Refresh ’18 Keynote: Putting the “Customer” into Customer Experience

Category: Online 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 

Laserfiche: 3 Questions with Annette Franz on Customer Experience 

Leah Berry: 30 Experts in 30 Days (Video and Print): 10 Proven Tips to Improve the Customer Journey

Shmula.com: Customer Experience Perspectives – An Interview with Annette Franz 

Heart of the Customer: Journey Mapping Interview with Annette Franz  

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 

CMSWire: Annette Franz: Without Happy Employees, Your ‘CX Journey Is Already Marred’

Thematic: Guest Interview with CX Expert, Annette Franz

Guided Selling: 23 CX Experts Reveal the Best Ways to Measure Customer Experience Success

Leadership Series (Steve DiGioia): Annette Franz

CallCenter Weekly: Follow the Leader Series, featuring Annette Franz 

PwC: How All Retailers Can Better Serve Every Customer

Pointillist: Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP

Debbie Laskey’s Blog: Sharing Secrets about Customer Experience Marketing

Vision Critical Webinar Q&A Follow-Up: Delivering actionable CX insights to the business: A Q&A with CX Journey’s Annette Franz

ICMI: Think Customer Journey Mapping is a Waste of Time?

TruRating: CX Icons: Annette Franz  

AVOXI: The Inside Story on Customer Experience Keys to Success from Annette Franz

GreenRope: Customer Experience & Customer Service Stats from 2018 and Predictions for 2019

LANtelligence: “Everything a business does is for and about the customer”, says Annette Franz of CX Journey Inc.

ProProfs: Tête-à-Tête with Annette Franz, The Customer Experience Veteran

Genesys: 3 Principles of Fostering a People-Centric Culture

Category: Live Video Interviews

Quality Digest Interview: What is the Third Rail of Customer Experience

Customer Engagement Magazine (Video and Print): How to Deliver an Amazing Customer Experience 

CMO Brain: Customer Experience Mapping with Annette Franz 

CMS-Connected Show: Are Expectations Too High for Customer Experience Management

Leah Berry: 30 Experts in 30 Days (Video and Print): 10 Proven Tips to Improve the Customer Journey

CX Transformation Day (GMC Software), Keynote Session (Video): CX Transformation – What Does It All Mean?

CX Transformation Day #2 (Quadient), Global Panel Interview (Video), including Teaser Video and Full Panel Discussion: Journey Maps: A Catalyst for Change

Tony Robbins Business Mastery Group (Facebook Video) | August 2017 | Force 4 (Sales Mastery): Journey Mapping How-To Presentation and Discussion 

CX Success Summit: Journey Maps: 6 Steps from Maps to Outcomes 

Rockstar CX Live (James Dodkins): Journey Maps for Real CX Change 

Tony Robbins Business Mastery Group | April 2018 | Force 4 (Sales Mastery: How to Improve Your Sales and Skyrocket Your Client Loyalty): Journey Maps: 6 Steps from Maps to Outcomes

CX Transformation Day #3 (Quadient): Keynote Panel about Customer Experience and Digital Transformation – Deconstructing the Hype 

BranchMessenger: Building a People-First Culture

Peeples2People: Live with Donna Peeples, discussing 7 Deadly Sins of Customer Experience 

CloudCherry Fireside Chat: So, You Think You’re Journey Mapping

Category: White Papers I Wrote or Contributed To

Best Practices for Managing a Team Remotely

Quadient: Don’t Waste Your Time with Journey Maps

Quadient: The Convergence of Customer Communications Management and Customer Experience Management

Fuel Cycle: Drive Action with Your Customer Data 

School of Management, QUT Business School (contributor): The Future of Omnichannel Retail: A Four-Stage Delphi Study

Quadient: Acquisition vs. Retention: Where Should Brands Focus?

Dimelo (contributor): How to Exceed Customers’ Expectations in 2019 

Intouch Insight: From Customer Experience Data to Outcomes – and Everything In Between

Quadient: coming soon

Exposure is What You Die from in the Desert 

 

Category: eBooks I Wrote or Contributed To

Sprinklr (contributor): The Survival Guide to Customer Experience 

Wrote for Quadient: The Authoritative Guide to Achieving CX Excellence: Unlocking the Power of Customer Communications Management (CCM)

CXPA (contributor): Q&A With the CX Experts 2016 

Wrote for Quadient: Rise of the Customer Experience Executive: How CX Earned a Spot in the C-Suite

CXPA (contributor): 2019 Top Thoughts From CX Experts – eBook 

Category: Webinars I’ve Hosted

Zendesk: 7 Steps to Customer Experience Heaven

Touchpoint Dashboard: 7 Deadly Sins of Journey Mapping

CustomerThink: Hooked On Customers Summit 

Intradiem: The Employee Journey is Not a Vacation; It’s a Make-or-Break for Customer Service

Fuel Cycle: The Problem with VoC Programs Today – and How to Solve It

Fuel Cycle: 14 Principles of Journey Mapping

CallidusCloudCX: How to Stay Off the CX Loser List

CMSWire: 3 Secrets to Voice of the Customer Success

Fuel Cycle: Drive Action with Customer Data

APICS: Ease Customer Effort with an Enhanced Omnichannel Experience

Logi Analytics: 5 Steps to Making Data Actionable

CallidusCloud: Be a CX Winner by Focusing on Culture and Employee Experience 

CMI and Sprinklr: 6 Steps from Maps to Outcomes

Calabrio: Measuring CX101 | Discover Where and How to Measure CX to Optimize Your Customer Journey

Vision Critical: Putting the “Customer” in Customer Experience

Vision Critical Webinar Follow-Up: 11 Common Customer Journey Mapping Mistakes to Avoid

LANtelligence: 5 Ways Journey Mapping Improves the Customer Experience

NICE Satmetrix: Customer Journey Mapping – Find Your Way to CX Excellence

Category: Podcasts

Amazing Business Radio with Shep Hyken: Annette Franz Reveals the 7 Deadly Sins of Customer Service

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

Impactful Coaching & Consulting: Rocking the Customer Experience with Annette Franz: Lead to Succeed 11

SaleMove: Establishing A Customer Journey Strategy With Annette Franz

Business of Story: Using Journey Maps to Tell Customer and Employee Stories

Customer Experience Leaders: How to Create Journey Maps in 6 Steps

Worthix Voices of Customer Experience: Employee Experiences Come First 

CX Leader Podcast with Steve Walker: Getting Back to Fundamentals

Future of Field Service: The CX Mindset: Journey, Not Destination

Kristina Evey’s Customer Experience Podcast: Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX

Category: Other

Customer Experience for Dummies: 10 Resources for More Information on Customer Experience

Customer Lifecycle Mapping – Getting to Grips with Customers

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

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