Faces of Customer Experience: Annette Franz

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Meet Annette Franz!

annetteAnnette Franz, CCXP is Director, VOC Consulting at Confirmit. Through her blog, CX Journey, Annette shares her passion for helping companies transform their cultures to ensure the customer is at the center of every conversation.

She was recently recognized as one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and has been recognized by several organizations as a top influencer in Customer Experience.

False Dichotomy

We know that the answer is often somewhere in between, but the fun of this section is that you have to pick just one!

Paper < Plastic

Personalization < Privacy

In-Store Shopping > Online Shopping 

Transactional >Relational

Mac > PC

Customer Service > Customer Experience

Captain Kirk < Dr. Spock

Talk < Text

Dog > Cat

Movie Theater > In-Home Rental 

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A Well-Trained Staff Shows at Marriott Courtyard Pioneer Square

Great Customer Service Marriott Courtyard Pioneer Square Seattle

I never intended to stay at the Pioneer Square Marriott Courtyard in Seattle. I was speaking at a conference in Seattle and fully intended to stay at the hotel where the conference was scheduled. However, there was a mix-up, and by the time I tried to correct the error, the conference hotel was fully booked. […]

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Customer Service Throwback Thursday

1969 advice

A friend sent me this checklist she found while cleaning her mother’s room. We could not find the company that produced it, but it appears to have been created in 1969. The list includes 10 timeless customer service tips on how to treat people. The list is elegantly simple and is as true today as […]

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Celebrating 100 Monday Motivations

Monday Motivation | The Customer Conversation

Each Monday morning, subscribers to our e-newsletter The Customer Conversation (join here!) receive a Monday Motivation. These motivational emails cover a variety of topics, including personal development, customer service & team management. To celebrate our 100th Monday Motivation, we decided to put together a slide deck based on the series with some of our favorite […]

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Faces of Customer Experience: Saori Yunomura


Meet Saori Yunomura! Saori grew up in Japan near Tokyo and lived in Texas, Arizona and California since college. She has worked for airlines, hotels and cruise tours, covering a variety of customer service responsibilities and activities. Saori loves to travel all over the world and has visited 33 countries. (35 after next week!) False Dichotomy […]

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6 Steps for Rolling Out New Technology to Frontline Staff

Rolling out Technology to Frontline Staff | Handheld Device

We live in a world of ever-shifting customer experience technologies. From RFID inventory chips to mobile point of sale, from geofencing apps to touch screen store fronts, the technological landscape never stays the same. It is a perilous and exciting time, both for organizations that have to make tough decisions about technological investments and for […]

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How Do You Make Your Customers Feel?


In the days that followed Maya Angelou’s recent passing, people from across the world took time to remember the woman and her body of work. One of  Maya Angelou’s most popular quotes that made the rounds online delivers a message that should be emblazoned on the front of every customer experience training binder: “I’ve learned […]

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