Annette Franz

CEO, CX Journey Inc. | Member, Forbes Coaches Council | Author | CXPA Board Chair

Session: CX Communication During Crisis

The contact center has changed - we're now using AI, connecting via digital, emphasizing personalization and working to reduce customer effort. At New Standards For Customer Contact Performance, May 19-22, we will reveal how to build a performance management strategy that aligns with what customers, agents and businesses really need in today's era.

An important component of that strategy is how you communicate, both internally and externally. Communication informs, builds trust, and strengthens relationships. 

“I often say that communications are the most-overlooked parts of the customer experience and employee experience. That needs to change. Communications must be open, candid, transparent, timely, relevant, personalized, and consistent.” – Annette Franz

In this session you’ll learn how to:

-Deliver transparent communication to customers.

-Adjust your marketing strategy by addressing a crisis.

-Deliver personalized messages in a large-scale consumer base.

-Capture your customers’ attention during times on uncertainty.


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