In this episode of The eCommerce Customer Experience Podcast, Annette Franz, Founder and CEO of CX Journey, joins Chris Kellner of DigitalGenius to discuss why businesses should prioritise employee experience, how to harness the power of AI for improved CX, and ten principles for becoming customer-centric.

Annette is a certified customer experience professional with over thirty years of experience helping companies understand their employees and customers. She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. 

Annette was named one of The 100 Most Influential Tech Women on Twitter by Business Insider. Before founding CX Journey, she led consulting services for some voice of the customer platforms, helping clients in various industries develop and execute their customer experience strategies. 

Annette is the author of two books, Customer Understanding: Three ways to put the “Customer” in customer experience and Built to win: Designing a customer-centric culture that drives value for your business. She is also regularly recognized by companies around the world as a top speaker and influencer in Customer Experience.

Enjoy!