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Annette Franz - Founder and CEO of CX Journey; Customer Experience Expert & Author

Annette Franz

Profile updated June 4, 2025
LocationTravels from Orange County, CA, USA
$
$20,000 - $30,000
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About Annette Franz

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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)

Topics

Customer ExperienceBusiness GrowthCommunicationSalesWomen in BusinessFemale LeadershipMarketing

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