Annette has more than 25 years of experience helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is an internationally recognized customer experience thought leader. She mentors other professionals in this field to help them advance their careers and is a speaker and an avid writer. In 2019, she published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).

Annette serves as Chairwoman on the Board of Directors of the Customer Experience Professionals Association (CXPA). She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience. And, finally, she is an Advisory Board Member for CX@Rutgers.

Learn More: https://cx-journey.com/

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• Recent Episodes

Mike Saunders, MBA

Mike Saunders is the #1 Authority Positioning Coach , the author of Amazon Bestselling book Authority Positioning for Financial Professionals,Adjunct Marketing Professor at several Universities, and member of the Forbes Coaches Council – an invitation-only community for the World’s Most Influential Business Coaches.

Recent episodes from Mike Saunders, MBA (see all)

• Interview with Scott Staschke President of Guilford Financial Group Discussing Navigating Financial Fears and Expectations - October 14, 2026
• Interview with Scott Staschke President of Guilford Financial Group Discussing Managing Risks with Signature Strategies - October 14, 2026
• Interview with Christopher Dixon Co-Founder of Oxford Advisory Group Discussing RMD and Estate Planning - October 14, 2026