Tag Archives: annette franz

Customer-Centric? Employee-Centric? How About a People-Centric Culture

Customer-Centric? Employee-Centric? How About a People-Centric Culture

While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience. Big mistake. The correlation is real. Happy employees lead to happy customers.

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Annette Franz: Without Happy Employees, Your ‘CX Journey Is Already Marred’

Annette Franz: Without Happy Employees, Your 'CX Journey Is Already Marred'

Over the course of her career, Annette Franz has observed and helped contribute to significant shifts in thinking about customer experience. However, what has yet to change at many companies she encounters is a recognition of the important symbiotic link between employee and customer experience. Employee Experience First, Then Customer Experience As founder and CEO of

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