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In this podcast Zanna & Arjan (regional VP transformation consulting) talk about digital transformation and customer experience transformation. Arjan and Zanna met in 2007 when they were both part of the high potentials program at Capgemini. They recently reconnected in their shared dream to humanize organisations.
As always we start with the background of our guest and what digital transformation means. To make that human connection in digital transformation, Arjan uses a term called "actionable empathy" to make sure that the digital transformation, just like CX transformation, is always linked to the sense of purpose, to customers and to employees.
Arjan shares his perspective and experience with digital transformation including an interesting example from Burbery who have succesfully transformed their organisation a few years ago.
Zanna van der Aa combines 20+ years of experience in CX transformation with a PhD in CX.