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Customer Journey Mapping Expert and Bestselling Author, Annette Franz | Winning Digital Customers
Episode 63rd December 2020 • Winning Digital Customers • Howard Tiersky
00:00:00 00:31:51

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Howard sits down with Annette Franz, named one of the 100 Most Influential Tech Women on Twitter and bestselling author of Customer Understanding: Three Ways to Put the Customer in Customer Experience and at the Heart of Your Business to chat in-depth about her six-step process for customer journey mapping and how to put the customer at the center of your customer experiences.

To know more about Annette Franz follow her at CX Journey and LinkedIn.

Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas.

The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world.

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