A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “Annette Franz”

Checking In with the CXPA

Checking In with the CXPA

Released: January 12, 2021 • Episode #148

In a regular "check-in" with the Customer Experience Professionals Association, or CXPA, host Steve Walker welcomes Barbie Fink, current chair of the CXPA board, and recent board chair Annette Franz to discuss the organizations accomplishments and challenges during 2020 and what to expect in 2021.

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Putting the “customer” into customer experience

Putting the “customer” into customer experience

Released: January 7, 2020 • Episode #98

It's easy for companies to look at data and make assumptions about their customers’ needs, but truly placing the customer central to your business means considering them in all business decisions. Host Steve Walker welcomes back to the podcast the founder and CEO of CX Journey Annette Franz to discuss her new book "Customer Understanding: Three Ways to Put the 'Customer' in Customer Experience (and at the Heart of Your Business).”

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