Annette Franz, CCXP

CEO @CXJourney Inc. | Consultant, #KeynoteSpeaker, #Author | #culture #leadership #employeeexperience #customerexperience

[Annette Franz, CCXP @annettefranz]

The Key to Business Success? Investing in Your Employees. Learn more in my new book, EMPLOYEE UNDERSTANDING. Available now! https://t.co/UWuIWyd0sh #employees #employeeunderstanding #employeeexperience #culture

[Annette Franz, CCXP @annettefranz]

How Middle Managers Can Avoid Becoming the Forgotten Middle (or Turn It Around) https://t.co/402wVKFfN5 Middle managers are the force multipliers of alignment, communication, trust, and performance, but in too many companies, they’re treated as an afterthought.

[Annette Franz, CCXP @annettefranz]

Don't Solve the Wrong Problem: How to Trace Outcomes Back to Culture - CX Journey™ https://t.co/doTWRL4W5F The chain is non-negotiable in one direction: you have to start at the Result and work backwards. Starting anywhere else produces rationalization rather than diagnosis.

[Annette Franz, CCXP @annettefranz]

The Collaboration Trap: Why Bringing People Together Isn't Enough https://t.co/57va5nGREA @tanveernaseer

[Annette Franz, CCXP @annettefranz]

10 Important Questions to Ask Before Implementing Your AI Strategy - CX Journey™ https://t.co/PEQAZJzfN6

[Annette Franz, CCXP @annettefranz]

@boatgirl3 @nicksortor Exactly. Who erased history and removed or destroyed the statues?

[Annette Franz, CCXP @annettefranz]

Broadcast Digital Customer Success Reaches Everyone, Lands on No One https://t.co/FxTbjzUQ03 Most teams think they have a “customer engagement problem.” What they actually have is a distribution problem. @castdotapp

[Annette Franz, CCXP @annettefranz]

The Feedback Loop That Makes “Fix the Culture, Fix the Outcomes” a System - CX Journey™ https://t.co/PThjkHJu6g Culture work without a feedback loop is an intervention without accountability.

[Annette Franz, CCXP @annettefranz]

The Most Famous Author You’ve Never Heard Of https://t.co/rXVpacYIGD While most authors promote books thru speaking, media interviews, and podcasts, @fsonnenberg quietly moves on to the next project. For him, it’s not about publicity - it’s about purpose. Get to know Frank!

[Annette Franz, CCXP @annettefranz]

CX Leadership Is Evolving. Will Your Organization Evolve With It? https://t.co/fSohD0pWYX As customer expectations continue to rise and technology evolves at an unprecedented pace, CX leaders are being called to transform – not just their strategies but their very own roles.

[Annette Franz, CCXP @annettefranz]

The Real AI Strategy Problem - CX Journey™ https://t.co/9e7iuWVuog Leaders aren’t struggling with AI because the technology is immature. They’re struggling with it because their businesses are, and no amount of sophisticated tooling fixes that.

[Annette Franz, CCXP @annettefranz]

How a Peek Behind the Team Curtain Builds Customer Trust | Working Knowledge https://t.co/lnTLUlVX4u companies win deals not by what employees say to customers, but by what customers see behind the scenes.

[Annette Franz, CCXP @annettefranz]

How People Are Really Using AI in 2026 https://t.co/0h7bwqcmfw

[Annette Franz, CCXP @annettefranz]

Kicking the #CX Can Down the Road - CX Journey™ https://t.co/thKoqtGxTn

[Annette Franz, CCXP @annettefranz]

The #CX Perception Gap: 80% of executives believe that they are delivering a superior customer experience, while only 8% of customer agree. - CX Journey™ https://t.co/5YHVlshdKp

[Annette Franz, CCXP @annettefranz]

Customer success has a ceiling. AI copilots won't break it. https://t.co/HxSz7xDNdq We don’t talk enough abt ceiling in Customer Success, i.e., the invisible limit teams hit when human‑only engagement can’t keep up w/customer expectations or the scale of the business. @castdotapp

[Annette Franz, CCXP @annettefranz]

Building Blocks of a Customer Experience Transformation Strategy - CX Journey™ https://t.co/RdqVPVP7B6

[Annette Franz, CCXP @annettefranz]

Check out the latest issue of my Farm to Executive Table newsletter: Issue #23: Isolation Pens – What Happens When Employees Disconnect from the Herd https://t.co/7Xr4ByTkDN

[Annette Franz, CCXP @annettefranz]

@AltarOnFire Yes, it does!

[Annette Franz, CCXP @annettefranz]

CX Journey™ Musings: Consensus or Alignment? - CX Journey™ https://t.co/4UvtdcoeHp They're not the same. Why does it matter?

[Annette Franz, CCXP @annettefranz]

@AltarOnFire Exactly!

[Annette Franz, CCXP @annettefranz]

Don't Solve the Wrong Problem: How to Trace Outcomes Back to Culture - CX Journey™ https://t.co/HZygueBkoa Most leaders diagnose outcomes at the symptom level. Here’s the methodology to go deeper and find what’s actually broken.

[Annette Franz, CCXP @annettefranz]

Building Trust With Your Team: Why Leadership Trust Is More Fragile Than You Think https://t.co/JKhnN2km3v Most leaders believe their team trusts them. Most of them are at least partially right. @peterbstark