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5 Ways CX Journey Mapping Can Improve CSAT & NPS Results. Guest expert Annette Franz
Do you know every touch point your customer has with your organization? Can you spot opportunities to make those interactions better for your customer? Learn how CX journey mapping leads to performance-boosting insights that increase customer satisfaction in your contact center, and across your organization.

Feb 21, 2019 1:00 PM in Eastern Time (US and Canada)

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Annette Franz
Founder and Chief Experience Officer @CX Journey Inc.
Annette has got 25 years of experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience. She was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. She co-hosts the weekly #CXChat on Twitter, serves as vice chairperson on the Board of Directors of the Customer Experience Professionals Association (CXPA), mentors other professionals in this field to help them advance their careers, and is a speaker and an avid writer. She is a Certified Customer Experience Professional (CCXP). She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience.
Host - Mike Aoki
President @Reflective Keynotes Inc.
Mike Aoki is the President of Reflective Keynotes Inc. ( ), a training company that helps contact centers improve their sales and customer retention results. A contact center expert, Mike serves on the advisory council of the Greater Toronto Area Contact Center Association and was Master of Ceremonies for five of their Annual Conferences. He was also chosen by as one of the “Top 50 Customer Service Thought Leaders on Twitter” for the past five years.