Ep.134: Customer Experience vs Customer Service (w/ Annette Franz, Founder and CEO of CX Journey Inc.)

Annette Franz is today’s guest on the Cyber Security Matters podcast, hosted by Dominic Vogel and Christian Redshaw. Annette Franz, CCXP is the founder and CEO of CX Journey Inc. Having started her career in the customer experience profession at J.D. Power and Associates in 1992, she has 30 years of experience (both client-side and vendor side) 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. CX Journey Inc. is a customer experience strategy consulting firm that specializes in laying the groundwork required to establish a CX roadmap and strategy that will drive your organization’s culture transformation efforts and ensure that the customer is at the center of all you do.  In this episode, we will discuss:-The definition of “customer experience” and what it should mean for your organization-How customer experience is different than customer service -How the customer experience differs depending on your business model -How your employee’s experience impacts your customer experience  Want to connect with Annette? Here are a couple of ways that you can do exactly that:-LinkedIn: @annettefranz-Website: www.cx-journey.com #cybersec #technology #businessep134