Annette Franz
Unlock customer-centric success with Annette Franz, CX expert and author, guiding your organization to unparalleled retention and engagement.
Why you should book Annette Franz for your next event
- Empower your team with actionable strategies from Annette Franz, a leading CX expert. Her keynote will provide practical tools to enhance customer satisfaction, improve retention rates, and create a customer-centric culture that drives sustainable business growth.
- Transform your organization’s approach to customer experience with Annette Franz’s proven methodologies. Her keynote delivers a deep dive into building a customer-focused culture, equipping your team with the skills to foster loyalty, boost engagement, and achieve remarkable results through a clear, actionable strategy.
- Benefit from the expertise of a CX leader and bestselling author whose work has shaped industry standards. Annette Franz’s keynote delivers strategies backed by decades of experience and recognition, offering your team actionable insights to lead in customer experience excellence.
Elevate your event with Annette Franz, a top CX expert renowned for transforming customer experiences. Her actionable insights and proven strategies will empower your organization to enhance satisfaction, boost retention, and drive sustainable growth. Book Annette for a keynote that turns customer-centricity into your competitive edge!
Read the full profile: Annette Franz Non-binding request for Annette Franz
Keynotes
Keynote by speaker Annette Franz: FIX THE CULTURE, FIX THE OUTCOMES
Build a Winning Organization Through a Customer-Centric Culture
A customer-centric culture is one that is deliberately designed to be that way. There must be commitment from the top, especially from the CEO, to put customers' best interests at the heart of everything the business does.
There are 10 foundational principles that ensure you get the culture that you desire. This presentation is a must-see for organizations that want to shift how business is done to ensure that the customer is front and center. It focuses on the four primary inputs of a customer-centric culture, but can also be designed to bring in the other principles, as needed.
This program is perfect for:
kicking off a culture transformation
mid-level to senior leadership attendees
The audience will leave with an understanding of:
What it means to be customer-centric
What culture is and why it's important
The four primary inputs of a customer-centric culture
The linkage between culture and business outcomes
How to activate change within your organization
A customer-centric culture is one that is deliberately designed to be that way. There must be commitment from the top, especially from the CEO, to put customers' best interests at the heart of everything the business does.
There are 10 foundational principles that ensure you get the culture that you desire. This presentation is a must-see for organizations that want to shift how business is done to ensure that the customer is front and center. It focuses on the four primary inputs of a customer-centric culture, but can also be designed to bring in the other principles, as needed.
This program is perfect for:
kicking off a culture transformation
mid-level to senior leadership attendees
The audience will leave with an understanding of:
What it means to be customer-centric
What culture is and why it's important
The four primary inputs of a customer-centric culture
The linkage between culture and business outcomes
How to activate change within your organization
Keynote by speaker Annette Franz: TRANSFORMING THE CUSTOMER EXPERIENCE... FROM THE INSIDE OUT
Normally when we talk about improving the customer experience, the focus is on outside-in thinking and doing, i.e., bringing the customer voice into everything you do.
Imagine if we took time to improve the experience from the inside out. No, not inside-out thinking and doing but taking a look at what's happening inside that drives what's happening on the outside for customers.
You can't fix what's happening on the outside if you don't fix what's happening inside!
This program is perfect for:
kicking off a business transformation
mid-level to senior leadership attendees
The audience will leave with an understanding of:
What it means to improve the experience from the inside out
Why it's important to make culture the foundation of any transformation
What employee experience means (no, what it really means)
The impact that employees have on the customer experience
Imagine if we took time to improve the experience from the inside out. No, not inside-out thinking and doing but taking a look at what's happening inside that drives what's happening on the outside for customers.
You can't fix what's happening on the outside if you don't fix what's happening inside!
This program is perfect for:
kicking off a business transformation
mid-level to senior leadership attendees
The audience will leave with an understanding of:
What it means to improve the experience from the inside out
Why it's important to make culture the foundation of any transformation
What employee experience means (no, what it really means)
The impact that employees have on the customer experience
Keynote by speaker Annette Franz: PUTTING THE "CUSTOMER" IN CUSTOMER EXPERIENCE
Everyone talks about customer experience and customer-centricity, but do they really know what that is, what it means, and what it entails.
So many companies give lip service to customer experience - and there are a ton of examples - which means customers still feel like they aren't really at the center of all that businesses do, whether it's designing a product, a service, or a process.
How do we fix that? Customer understanding is really the cornerstone of customer-centricity. In this keynote, I talk about three ways to achieve customer understanding - helping you put the "customer" into "customer experience."
This program is perfect for:
kicking off a culture transformation
starting customer understanding initiatives
individual contributors to mid-level managers
In this presentation, attendees will learn:
What customer understanding is
The three ways to achieve customer understanding
Why and how customer understanding is the cornerstone of customer-centricity
What a customer-centric culture looks like
So many companies give lip service to customer experience - and there are a ton of examples - which means customers still feel like they aren't really at the center of all that businesses do, whether it's designing a product, a service, or a process.
How do we fix that? Customer understanding is really the cornerstone of customer-centricity. In this keynote, I talk about three ways to achieve customer understanding - helping you put the "customer" into "customer experience."
This program is perfect for:
kicking off a culture transformation
starting customer understanding initiatives
individual contributors to mid-level managers
In this presentation, attendees will learn:
What customer understanding is
The three ways to achieve customer understanding
Why and how customer understanding is the cornerstone of customer-centricity
What a customer-centric culture looks like
Keynote by speaker Annette Franz: FIX THE CULTURE, FIX THE OUTCOMES/WORKSHOP
Description: This workshop includes both group and individual exercises to identify and assess your current culture, design the future culture, outline ways to socialize and operationalize your core values, identify blockers and enablers of your desired culture, help leaders drive lasting change, and underline how employees will live the core values in their roles.
This program is perfect for:
kicking off a culture transformation
mid-level to senior leadership attendees
The audience will leave with:
An understanding of strengths and weaknesses of your current culture (because you can’t transform something you don’t understand)
A definition and design for your future culture (a culture that ensures people are at the center of all you do)
Ideas on how leadership will both drive change and enable and empower employees to live the culture
Considerations and understanding of their roles in designing and living the customer-centric culture
This program is perfect for:
kicking off a culture transformation
mid-level to senior leadership attendees
The audience will leave with:
An understanding of strengths and weaknesses of your current culture (because you can’t transform something you don’t understand)
A definition and design for your future culture (a culture that ensures people are at the center of all you do)
Ideas on how leadership will both drive change and enable and empower employees to live the culture
Considerations and understanding of their roles in designing and living the customer-centric culture
Keynote by speaker Annette Franz: JOURNEY MAPPING MASTERCLASS/WORKSHOP
Companies believe that they already understand their customers and the customer experience. In reality, few really do, and that discrepancy leads to service breakdowns, less-than-optimal experiences, weak loyalty, and ultimately, lost brand reputation
and decreased long-term growth.
With superior customer experience and realized product value comprising the backbone of essentially all businesses, this competitive space remains a constant battleground. By implementing a successful and practical customer journey mapping process into your organization, you will begin to create a strategy that documents the end-to-end experience, throughout the customer lifecycle.
In this masterclass, you'll get a solid introduction to the journey mapping process, learn how to facilitate your own journey mapping workshop, and realize the true value of mapping: it's an eye-opening exercise and process that, when done properly, drives impactful change to the customer experience.
The workshop covers my six-step journey mapping process, as well as:
Why to map customer journeys
How to map
Whose journeys - and which journeys - to map
Journey mapping mistakes to avoid
Why personas are more important than segments or target demographics
How to facilitate your own journey mapping workshops
How to create actionable maps
How to develop service blueprints, and
What's next
and decreased long-term growth.
With superior customer experience and realized product value comprising the backbone of essentially all businesses, this competitive space remains a constant battleground. By implementing a successful and practical customer journey mapping process into your organization, you will begin to create a strategy that documents the end-to-end experience, throughout the customer lifecycle.
In this masterclass, you'll get a solid introduction to the journey mapping process, learn how to facilitate your own journey mapping workshop, and realize the true value of mapping: it's an eye-opening exercise and process that, when done properly, drives impactful change to the customer experience.
The workshop covers my six-step journey mapping process, as well as:
Why to map customer journeys
How to map
Whose journeys - and which journeys - to map
Journey mapping mistakes to avoid
Why personas are more important than segments or target demographics
How to facilitate your own journey mapping workshops
How to create actionable maps
How to develop service blueprints, and
What's next
Annette Franz
Building a Winning Customer-Centric Culture
In today’s competitive landscape, delivering exceptional customer experiences is crucial for business success. Many organizations struggle with understanding and meeting customer expectations, which is where Keynote Speaker Annette Franz can make a transformative impact. Annette Franz is a leading authority in customer experience, renowned for her ability to help companies enhance satisfaction, loyalty, and engagement through strategic insights and practical solutions.
As an Annette Franz motivational speaker, she brings over 30 years of expertise to the stage, offering actionable strategies that go beyond mere theory. Her keynotes are crafted to inspire and equip your team with the tools needed to turn customer feedback into tangible improvements, fostering a culture that prioritizes the customer’s voice.
When you book Annette Franz for your event, you’re choosing a speaker who has consistently demonstrated the power of customer-centric strategies. Her acclaimed books and prestigious roles, including her tenure on the CXPA Board of Directors and as a Forbes Coaches Council member, underscore her deep understanding and impactful approach to customer experience.
Annette Franz booking her for your event ensures that your organization will gain invaluable insights and motivation to elevate your customer experience strategy, driving real, measurable results.
As an Annette Franz motivational speaker, she brings over 30 years of expertise to the stage, offering actionable strategies that go beyond mere theory. Her keynotes are crafted to inspire and equip your team with the tools needed to turn customer feedback into tangible improvements, fostering a culture that prioritizes the customer’s voice.
When you book Annette Franz for your event, you’re choosing a speaker who has consistently demonstrated the power of customer-centric strategies. Her acclaimed books and prestigious roles, including her tenure on the CXPA Board of Directors and as a Forbes Coaches Council member, underscore her deep understanding and impactful approach to customer experience.
Annette Franz booking her for your event ensures that your organization will gain invaluable insights and motivation to elevate your customer experience strategy, driving real, measurable results.
Annette Franz speaks about these topics
FMG presentation
Watch Annette Franz in action
Improvement opportunities - Annette Franz
Watch Annette Franz in action
FMG Symposium 2023 - Panel
Watch Annette Franz in action
