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Annette Franz - Customer Experience Strategy Expert & CEO of CX Journey Inc.; Author of "Customer Understanding"; Certified Customer Experience Professional

Annette Franz

Profile updated June 2, 2026
LocationTravels from Mission Viejo, CA, USA
$
$20,000 - $30,000
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About Annette Franz

Blake Morgan
Dan Gingiss
Jeanne Bliss
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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.

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Books by Annette Franz

Customer Understanding: Three Ways to Put the Customer in Customer Experience (and at the Heart of Your Business) - Book by Annette Franz

Customer Understanding: Three Ways to Put the Customer in Customer Experience (and at the Heart of Your Business)” (2019)

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

Built to Win Designing a Customer-Centric Culture That Drives Value for Your Business - Book by Annette Franz

Built to Win Designing a Customer-Centric Culture That Drives Value for Your Business” (2022)

Built to Win Designing a Customer-Centric Culture That Drives Value for Your Business

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