Measuring CX 101

Annette Franz, Founder and CEO, CX Journey

Annette is Founder and CEO (Chief Experience Officer, of course!) of CX Journey Inc. She has 25 years of experience in both helping companies understand their customers and employees and identifying what drives retention, satisfaction, engagement, and the overall experience. She is active in the Customer Experience Professionals Association (CXPA), as: an Executive Officer on the Board of Directors, a CX Expert, a CX Mentor, and a SoCal Local Networking Lead. She is also a Certified Customer Experience Professional (CCXP).

Brad Snedeker, Director of Innovation, Calabrio

With over 15 years in the industry, Brad has extensive knowledge of the contact center space. As Calabrio’s Director of Innovation, he ensures that customers have access to the best training available for Calabrio products. He works directly with users to develop new and innovative techniques to implement Workforce Optimization best practices. Workforce Management has been Brad’s primary focus for over 7 years.