In this episode of Retain: The Customer Retention Podcast, Lauren DeSouza speaks with Annette Franz, Founder and CEO of CX Journey. Together, they discuss the importance of culture, predictive analytics, and understanding the needs of employees and customers.

Annette is a multi-award winning customer experience expert and author. She has over 30 years of experience helping companies understand their employees and customers, identifying what drives retention, satisfaction, engagement, and the overall experience, and designing employee and customer experience strategies to deliver a better experience for all. Annette is also an official member of the Forbes Coaches Council, an invitation-only organization of leading business and career coaches.

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Previous guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.

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Founder of CX Journey: The 3 Key Questions Every Company Needs to Ask Itself, Becoming an Expert in Organizational Culture & How to Harness Predictive Analytics