The CX Quantum Leap
Based on her PhD in CX and her 25+ years of experience driving CX transformation programs globally, dr. Zanna van der Aa explains the core concepts of Customer Experience transformation, navigating you through the sense and nonsense, sharing do's and don'ts, lessons learnt and successful, inspiring interventions.
She combines her scientific background with a very no-nonsense, pragmatic, energizing approach that you can apply immediately in your day-to-day work. Always connecting it to her vision of creating more Human Centric organisations by focusing on the three pillars of successful CX transformation: customers, employees and purpose.
Podcasting since 2020 • 57 episodes
The CX Quantum Leap
Latest Episodes
How to Activate Leadership to Embrace the Customer Perspective | EPS #57
Many CX teams struggle with getting leaders to actively contribute to customer experience transformation. While most leaders say they support CX initiatives, translating that into meaningful action is often the real challenge.In this epi...
•
25:36
10 Tips To Enhance Employee Experience as a Design Principle | EPS #56
In Podcast #56 we dive into the big question: how do you use Employee Experience (EX) as a design principle for every CX-transformation? Want to explore and learn more after this podcast?
•
34:50
Five CX Wins Every COO Can Deliver - And the Behaviours That Make Them Happen | EPS #55
Turning CX from a project into daily practice takes more than slogans. This episode shares a practical COO playbook and if you’d like to explore bringing this to life, just drop me a DM on LinkedIn. In this episode of the C-suite series...
•
29:38
From Ideas to Impact: What Happens When Every Employee Steps into the Customer’s Shoes | EPS #54
Embedding CX into culture isn’t easy, but it’s possible. This episode unpacks a real-world playbook from Zain. If you’re keen to explore how to build the same momentum, feel free to connect with me through DM on LinkedIn. In this ep...
•
40:17
Turning CX into a Business Driver: Lessons from PostNL’s Journey Factory | EPS 53
Curious how to turn CX from a support function into a true business driver? Rob’s story at PostNL shows what it takes and if you’d like to explore applying these principles, just send me a LinkedIn DM.In this episode, I’m joined by Rob,...
•
29:53