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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.
💎 Brand Experience
💎 Customer Experience
💎 Employee Experience
💎 Service Experience
💎 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.