@CXpert

I work with leaders to transform organisations into ones that are loved by employees and customers.

 Australia
cxpert.com.au
Joined March 2014
  • Tweets14.1K
  • Following6.9K
  • Followers10.8K
2.5KMedia
"How will we know it's working?" After years hunting for an affordable way to answer that, I built my own. CXF turns customer and employee #feedback into #NPS, #CSAT and #CES dashboards with recommended actions to improve #CX & #EX. cxpert.com.au/cxf/ #custexp #empexp
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The Wrong Questions #CX Keeps Asking – and How to Fix What’s Actually Broken cx-journey.com/2026/09/the-w… - another terrific post from @annettefranz #custexp

The Wrong Questions CX Keeps Asking – and How to Fix What’s Actually Broken - CX Journey™

CX teams ask the wrong questions. Let’s be blunt about what they mean, how we got here, why it matters, what actually fixes what’s broken.

cx-journey.com
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.@tixelofficial How about an apology?
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Eight Ways #CX Professionals Are Asking the Wrong Questions... cx-journey.com/2026/04/eight… - Another thought provoking post from @annettefranz #custexp

Eight Ways CX Professionals Are Asking the Wrong Questions... - CX Journey™

Customer experience is a discipline that has developed some deeply embedded habits. But we ask the wrong questions about our work, with great conviction.

cx-journey.com
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Global #EmployeeEngagement Continues Decline. Steepest decline amongst managers - @Gallup
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This. #custexp #CX
Annette Franz@annettefranzApr 7
What the fees customers hate reveal abt ur pricing strategy @MarTechIsMktg buff.ly/wpaPnHy Leaders treat fees as #pricing decision; customers experience them as #trust decision. Fees send a signal abt how a co thinks abt the relationship, removing or monetizing friction.
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This made me giggle #custexp #CX @Ticketmaster what did you think of it?
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My latest post: Aligning #CX #Strategy to Business Goals cxpert.com.au/your-customer-… #custexp

Aligning CX Strategy to Business Goals - CXpert

Organisations need to be able to articulate what better CX is going to help them achieve.

cxpert.com.au
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Loved seeing this on the wall of the garage that services my car. #custexp #CX
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Ben Motteram 🇦🇺 retweeted
Annette Franz@annettefranz5 Dec 2025
How AI Supercharges B2B Growth Strategies: Product-Led, Sales-Led, Referral-Led, and Beyond buff.ly/EZumRia @castdotapp #SaaS #CustomerSuccess #DigitalCustomerSuccess #AI #B2B #Growth
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Ben Motteram 🇦🇺 retweeted
Annette Franz@annettefranz21 Nov 2025
Keeping Employees Informed about Customer Experience Transformation Efforts buff.ly/LXwn0Fq Communicate regularly abt #CX transformation efforts. Don’t force change on employees; keep them informed/involved & you’ll see stronger acceptance/adoption. #communication #CX
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Ben Motteram 🇦🇺 retweeted
Annette Franz@annettefranz14 Oct 2025
CEOs Say Employee Engagement and Retention Are Top Priorities - CX Journey™ buff.ly/cxLw4zg #employeeexperience #employeeengagement #leadership
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Ben Motteram 🇦🇺 retweeted
Annette Franz@annettefranz14 Oct 2025
The Customer Lifecycle Starts Before the First Click - CX Journey™ buff.ly/qk71vpE #customerexperience #cx #marketing #sales
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Ben Motteram 🇦🇺 retweeted
Dr. Luke Soon@mentalmarketer11 Oct 2025
Scroll through the five key steps your organisation needs to take to build a lasting competitive edge in the age of AI-enhanced work:   pwc.to/41YXCPI      ⁦@PwC_Singapore⁩ #AIAgents #AgenticSafety #AgenticAI linkedin.com/posts/pwc_rethi…

AI agents can reimagine the future of work, your workforce and workers

AI is reshaping work—faster than ever. Discover how AI agents redefine workforce strategy, business models, and competitive advantage. Are you ready?

pwc.com
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Ben Motteram 🇦🇺 retweeted
Dr. Luke Soon@mentalmarketer30 Sep 2025
The ROI of Agentic AI : Agentic AI vs AI Agents 🤖 🔗lnkd.in/gyJg3SPJ The Six Types of AI Agents in 2025 🔗lnkd.in/gbyyXPXJ “The challenge for leaders is not whether to adopt, but how to design responsible agent ecosystems with trust, safety, and ROI at their core.” #AIAgents #AgenticAI #AgenticSafety #TrustedAgents #TrustedAI

LinkedIn

This link will take you to a page that’s not on LinkedIn

lnkd.in
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Ben Motteram 🇦🇺 retweeted
Annette Franz@annettefranz25 Sep 2025
Stay or Go? Why 2025 Demands Both Stay and Exit Interviews - CX Journey™ buff.ly/lsjTvUT If you’re not asking the right questions before employees consider leaving, you’re already too late. #employees #employeeexperience #HR #management #retention
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Ben Motteram 🇦🇺 retweeted
Annette Franz@annettefranz19 Sep 2025
Prioritize your employees! > The Multiplier Effect of EX: How Internal Investments Drive Results - CX Journey™ buff.ly/aHD58jS #employees #employeeexperience
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Ben Motteram 🇦🇺 retweeted
Annette Franz@annettefranz12 Sep 2025
Don't miss Part 2 of my chat with @CXpert about my latest book and all things #employeeexperience! Employee Understanding - A Chat With Annette Franz (Pt 2) buff.ly/1bgGwQv #employeeunderstanding #culture #leadership
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Always enjoy our chats, Annette.
Annette Franz@annettefranz11 Sep 2025
Thanks @CXpert for a great conversation about my latest book and all things #employeeexperience: Employee Understanding - A Chat With Annette Franz (Part 1) buff.ly/DdQ8d8B #employeeunderstanding #leadership
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#empexp #EX
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