Annette Franz is the founder of CX Journey and author of a recently published book titled 'Customer Understanding.' She is based in Orange County CA and is well known internationally as a leading CX expert. She leads CX workshops, coaches individuals or teams, consults and speaks at major conferences. On the podcast Annette explores the themes in her book, especially focusing on customer journey mapping. https://www.linkedin.com/in/annette-franz/ https://cx-journey.com/