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Employee understanding and cracking the code of a better employee experience - Interview with Annette Franz
Today’s interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast and appeared back in 2019. She joins me today to talk about her new book: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, the difference between employee engagement and employee experience, the time that Annette was working at JD Power & Assocs and W. Earl Sasser, Jr. and Leonard Schlesinger (both from Harvard and two of the authors of Putting the Service Profit Chain to Work) came to their…
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