Picture this: You Walk into work Monday morning, and instead of the usual departmental walls, you see colleagues from different teams brainstorming together over coffee. Marketing is chatting with IT about a customer pain point. Sales is sharing insights with Customer Service. Everyone’s working toward the same goal—making life better for the people you serve.
Sounds wonderful, doesn’t it?
Unfortunately, many workplaces struggle with silos—when departments work in isolation rather than harmony. It’s not anyone’s fault, really. It just happens as organizations grow. But here’s the beautiful thing: it’s absolutely fixable, and the results are transformative for everyone involved.
About the Episode:
In this inspiring episode of the Etech Leadership Table CX Podcast, our host Melissa Wood sits down with the incredibly knowledgeable Annette Franz, CEO of CX Journey Inc. and author of books like Customer Understanding and Built to Win.
With three decades of helping organizations create better experiences, Annette brings such warmth and practical wisdom to the challenge of bringing teams together. Her approach isn’t about blame or quick fixes—it’s about understanding people and creating environments where collaboration feels natural and rewarding.
Why This Conversation Matters:
See the Bigger Picture: Discover how small changes in teamwork create ripple effects that reach every customer interaction
Build Bridges, Not Walls: Learn gentle yet effective ways to help teams understand each other’s perspectives and challenges
Try Tools That Actually Work: Get your hands on simple, human-centered strategies like job shadowing and cross-team coffee chats that make real connections happen
Create Something Beautiful: Design a workplace culture where kindness, understanding, and shared purpose guide every decision
What You’ll Learn:
- The gentle art of noticing when hard work isn’t translating into teamwork
- How one meaningful conversation can shift an entire team’s perspective
- Simple rituals and experiences that naturally bring colleagues closer together
- How the right technology can help teams connect (and when to put the tech aside for human moments)
- Why the best leaders focus on modeling connection rather than demanding it
- Why small, consistent acts of cooperation build the strongest foundation for lasting customer relationships
Meet the Experts:
Annette Franz – Founder & CEO of CX Journey Inc., Author, and Customer Experience Leader
Melissa Wood – Dean of Leadership Development at Etech Global Services
Ready to Transform Your Workplace?
Watch now and learn the art of turning workplace friction into genuine teamwork. See how small changes create big wins for your colleagues, your customers, and you.
👉 Watch the full episode now and ignite transformation in your organization.
📢 Don’t miss future conversations on leadership and CX — subscribe to the Etech Leadership Table CX Podcast.