
Discovering CX Transformation
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 • 55 episodes
Discovering CX Transformation
Latest Episodes
Top 5 COO Benefits & Behaviors for Succesful CX Transformation | EPS #55
In this episode, Dr. Zanna van der Aa & Miranda Nijenhuis dive into the often-overlooked role of the Chief Operating Officer in driving real customer experience transformation. Discover why CX fails without operations on board, ...
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29:38

From Ideas to Impact: What Happens When Every Employee Steps into the Customer’s Shoes | EPS #54
In this episode, Zanna sits down with 25-year-old transformation lead Fahed Alshammari to unpack how Zain turned a one-line challenge—“infuse customer experience into the DNA of every Zainer”—into Unity, a region-wide cultur...
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40:17

Interview Rob Paauw (PostNL) | EPS 53
In this episode, I’m joined by Rob, one of the driving forces behind the Journey Factory at PostNL. Together, we explore how customer experience (CX) can move from being a support function to becoming a strategic driver of real business impact....
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29:53

Top 5 CFO Benefits & Behaviors for Succesful CX Transformation | EPS #52
In this podcast, Zanna van der Aa challenges one of the most common requests she hears from leaders: "What’s the business case for CX?" Her response may surprise you. Instead of trying to justify the value of customer experience wit...
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29:36

Top 5 CHRO Benefits & Behaviors for Succesful CX Transformation | EPS #51
In this episode, we explore the vital role CHROs play in successful CX transformation. We share five key benefits and five concrete behaviors that allow CHROs to drive both employee engagement and customer impact. From onboarding redesign to in...
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34:20
