You can't transform something you don't understand - Interview with Annette Franz

You can't transform something you don't understand - Interview with Annette Franz, founder and CEO of CX Journey Inc and an internationally recognized customer experience thought leader. Annette joins me today to talk about her new book: Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business), what it’s about, what we can learn from it and her views on the current state of customer experience.