Why Employee Experience Drives Customer Success, with Annette Franz

Welcome back to another episode of the All Things Considered CX Podcast! In this engaging conversation, Bob Azman reconnects with Annette Franz, Chief Experience Officer of CX Journey, Inc., and a true thought leader in the world of customer and employee experience. Annette shares insights from her impressive 33-year career—including her start at J.D. Power and Associates—and dives into the central themes of her latest book, "Employee Understanding." Together, Bob and Annette explore why so many organizations are stuck in the basics of experience management, often overlooking the vital connection between employee experience (EX) and customer experience (CX). Annette makes a compelling case for focusing on culture as the foundation of a thriving workplace, revealing the three pillar framework at the heart of her new book. They discuss why imposing rigid "rules" doesn’t work, how workplaces can truly operationalize their values, and why governance—often seen as a negative—is actually a force for positive collaboration when done right. Plus, Annette addresses the often-overlooked shortcomings in recruiting and onboarding and offers practical advice for any leader aiming to create an employee-centric organization. If you’re looking for actionable ideas to disrupt the status quo and drive lasting change in both customer and employee experience, you won’t want to miss the lessons and stories Annette shares in this illuminating episode.