This took a while. I know that it is not good podcasting to begin a show sharing my screen with my guest and talking about it. I know better but this had to be done. To see what I shared with Annette follow the link to the blogpost I wrote and it can be found there. Basically, it took almost a decade for me to get this guest on my show and it was worth the wait. I hope you enjoy this very CX design and experience-focussed exchange with Annette Franz. She shares a recent, really CX-positive experience which surprised her and will certainly be using again. Listen in!

• I had been totally engulfed in my Google UX Design certification course, which I successfully finished in May. The final project was to present my portfolio on the web and you can find a link to that on my webpage. (link below)

• Summer has really begun which means I get out more on my bicycle and travel around. I am still a bit tethered awaiting my status of fully vaccinated.

• Making plans for travels has begun and I am excited! I am lining up some interview guests in various countries where I will be traveling to them! That was always the plan with Zoom as the backup. So, I am getting really giddy about where I will go, who I will see and what we will talk about.

• Why are so many CXes broken?

• What suggestions do you have for those in business who want to make change or suggest to their management changes that could be made?

• When do real users (customer) get involved in the process?

• How do we make this more of a thing? This value of good CX?

• Do you see companies doing anything differently in CX since this situation began in 2020?

Website https://cx-journey.com

Book https://www.amazon.com/Customer-Understanding-Three-Experience-Business/dp/1686886810/

Twitter https://twitter.com/annettefranz

My most recent blogpost at https://www.andrewfmaher.com