On this episode of ADAPT or Die: Transformative Leadership Conversations, executive coach and former tech CEO Andreas Pettersson sits down with Annette Franz, globally recognized thought leader, author of three books, and CEO of CX Journey Inc. With 30+ years of experience in culture transformation, EX, and CX, Annette shares what most leaders get wrong about customer experience—and why it’s rarely a “communication” issue.
Challenge → Companies struggling with retention, poor CX, or stagnant growth often blame surface issues—but Annette reveals that the true bottleneck is cultural misalignment and disengaged leadership at the top.
Adaptation → From direct executive coaching to redefining core values and removing resistant leaders, Annette equips organizations to move from dysfunction to alignment—building values-driven cultures where employees thrive and customers feel the difference.
Success → She’s helped Fortune 500s and growing firms alike overhaul their cultures, rebuild trust, and drive business results—all by putting leadership accountability and cultural clarity at the center.
🔥 60-Second Hot Seat: Why “accountability” is her most overrated buzzword, the leadership lesson you can’t coach into people, and how one core value pivot completely reshaped a company’s customer reputation.
Think CX starts with tech or tactics? Annette’s story proves the real work begins with culture—and that adapting at the top unlocks transformation across the business.
Visit ADAPTorDIEpod.com for show notes, free resources, and coaching programs.
Listen to more episodes on Mission Matters:
https://missionmatters.com/author/andreas-pettersson/
Visit www.leadersadapt.com/adaptordie for show notes, free resources, and coaching programs.
Listen to more episodes on Mission Matters:
https://missionmatters.com/author/andreas-pettersson
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