WISE TALK September 2014: Sue Bethanis hosts Annette Franz, a recognized customer experience management expert, thought leader and influencer, and author of the customer experience blog, CX Journey.

Annette discusses the importance of putting the employee first in a customer experience strategy and the impact that responsibility, ownership, accountability and trust can have in employee engagement. Drawing on more than 20 years of experience, Annette’s tips will help you build a customer-centric culture to support your customer experience strategy.

Follow her on Twitter: @AnnetteFranz and @CXJourney