Today’s interview is 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. This interview follows on from my recent interview – Audio is an overlooked dimension of the customer experience – Interview with Jeff Yasuda of Feed.fm – and is number 317 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Here’s the highlights of my chat with Annette: Annette has recently published her first book: Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). It’s not only a book about journey mapping. The book is really about putting the customer into customer experience and developing a customer centric culture. Only at the end of the book does Annette delve …