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.
Discovering CX Transformation
Setting Your Customer Experience Compass | EPS #3
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In this first episode of the CX Energy Boost podcast, Zanna van der Aa explains why many organisations struggle to find the right compass for their CX programs. Meaning: what's the best way to discover exactly which buttons to push to have the biggest impact and fastest increase in CX (for example satisfaction or Net Promotor Score increase).
She explains:
đź’ˇ The 5 types of experience and their metrics
đź’ˇ The risks of measuring touchpoints
đź’ˇ How to connect journeys, channels and the overall experience
đź’ˇ How to use smart statistics to find those buttons and create hard, steerable information that will show you exactly what to improve
This approach has been proven many times with different organisations, sector and even countries. Every time we have been able to show a significant increase (i.e from a 6.2 to a 7.1 or a 7.9 to an 8.8) within 3 months time.
Zanna van der Aa combines 20+ years of experience in CX transformation with a PhD in CX.
Miranda Nijenhuis is Zanna's partner in crime for over 8 years now and in these podcasts she has the role of the interviewer. This podcast was recorded on Oct 28th, 2022.
Accelerate in Experience Academy
Ready to create more business impact with Customer & Employee Experience? Join the 6-week Accelerate in Experience Academy by Dr. Zanna van der Aa. The proven method for CX transformation that delivers measurable results in just 3 months.
🌍 Trusted in 20+ countries by 11+ global brands such as Randstad, Allianz, Zain and Egon Zehnder. Now available online.
👉 Start your journey: https://academy.zannavanderaa.com/en
More info?
Newsletter -> https://zannavanderaa.com/cxleague/
LinkedIn -> https://www.linkedin.com/in/zannavdun/
YouTube -> https://www.youtube.com/@dr.zannavanderaa
Website -> https://zannavanderaa.com/
Dutch version podcast -> https://beleving.buzzsprout.com