S4e9 The People Before Profits Edition with Annette Franz
James chats with Annette Franz who has over 30 years in the customer experience profession and is founder and CEO of CX Journey Inc.
Annette is an internationally recognised customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business) and Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business.
She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.
They chat about the changes in company focus, what is customer experience, the culture you design, understanding your core values, changing the culture of established businesses, closing bank accounts, being customer centric, and people before product, profit and metrics.