Culture Is Not Fluff: Annette Franz on Employee Experience & Customer Success

Chats with Jason

Culture is not fluff—it’s your operating system.

In this episode of Chats with Jason, Jason S Bradshaw sits down with Annette Franz—CEO of CX Journey and author of Employee Understanding—to uncover why fixing culture is the fastest path to improving both employee experience and customer experience.

💡 What you’ll learn in this episode:

• Why leaders must put employees MORE first to deliver world-class customer experiences
• The 3 questions that reveal if your company culture is broken
• How to stop chasing survey scores and build a listening culture
• Why designing for memories, not just moments, creates lasting loyalty
• The powerful link between employee engagement and customer success

Whether you’re a CEO, HR leader, or CX professional, this conversation will challenge how you think about culture and give you practical tools to transform your business from the inside out.

👉 Watch now and remember: Transform the Experience. Transform Your Business.

00:00 Introduction to Customer Experience and Culture

00:22 Meet Annette Franz: CX Journey and Career Insights

01:22 The Evolution of Customer Experience

02:59 The Importance of Culture in Business

07:58 Employee Experience vs. Customer Experience

12:26 The Three Pillars: Culture, Insight, and Empathy

18:44 From Mapping to Action: Driving Change

24:36 Designing Experiences for Memory

26:37 Final Thoughts on Culture and Employee Experience

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Follow Jason S Bradshaw:

Website: https://jasonsbradshaw.com/

LinkedIn: https://www.linkedin.com/in/jasonsbradshaw/

Facebook: https://www.facebook.com/jasonsbradshaw

Instagram: https://www.instagram.com/jasonsbradshaw/

Twitter/X: https://x.com/jasonsbradshaw

Follow Annette Franz:

Website: https://annettefranz.com/

LinkedIn:https://www.linkedin.com/in/annette-franz/

Facebook: https://www.facebook.com/cxjourneyinc

Twitter/X: https://x.com/annettefranz

YouTube: https://www.youtube.com/@cxjourney-annettefranz

Buy Annette’s books here: https://annettefranz.com/books/

Buy Employee Understanding on Amazon: https://a.co/d/99UjTKm

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