In this episode of First Contact: Stories of the Call Center, Christian Montes sits down with customer experience (CX) expert Annette Franz to explore the vital connection between employee experience (EX) and delivering exceptional CX.   Annette shares her insights on building a customer-centric culture, effective journey mapping, and the role of data in improving customer interactions. The conversation dives deep into how AI and automation are shaping the future of contact centers, the importance of leadership alignment, and practical tips for aspiring entrepreneurs. Whether you're leading a team or looking to enhance your customer service strategy, this episode is packed with valuable takeaways to help you succeed in today’s business landscape.