Annette Franz, CCXP is founder and CEO of CX Journey Inc. She has more than 30 years of experience helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes. Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is an internationally recognized customer experience thought leader and coach. In 2019, she published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Annette serves as Chairwoman on the Board of Directors of the Customer Experience Professionals Association (CXPA). She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. And, finally, she is an Advisory Board Member for CX@Rutgers.