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
The 5 Types of Experience | EPS #11
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Is your organization struggling with the extreme broad topic of CX?
Do you feel you are speaking a different language when talking about CX?
Are your UX-ers claiming CX? Is you Contact Center claiming CX?
They are not wrong, but we see it's just not helpful if you are not speaking the same language when it comes to the scope of the different types of experience and how they are connected.
Do you want to know when to use which type of experience metric like the Net Promotor Score, Customer Satisfaction and / or Customer Effort Score?
Then this is the podcast for you ;-)
In this podcast Zanna introduces the scope of the five types of experience and the metrics used to measure them.
đź’Ž Brand Experience
đź’Ž Customer Experience
đź’Ž Employee Experience
đź’Ž Service Experience
đź’Ž User Experience
She also offers valuable insights and recommendations on how to prioritize and design digital experiences based on customer insights.
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 this podcast she has the role of interviewer.
This podcast was recorded on April 4th, 2023.
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