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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.
Episodes
46 episodes
The Value of Direct Feedback is Highly Overrated | EPS #46
In this episode, Zanna van der Aa and Miranda Nijenhuis explore a key topic in Customer Experience (CX): why the value of direct feedback is often overrated.Many companies, especially those just beginning their CX journey, immediately fo...
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16:42
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Interview Andrea Avila (Randstad Argentina) | Human Centric CEO Series | #EPS 45
In this episode, I sit down with Andrea Avila (CEO de Randstad para Argentina, Chile y Uruguay), a leader whose journey from working in her family business at 13 years old to becoming a global CEO is a compelling example of how purpose, passion...
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40:02
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Top 5 CEO Benefits & Behaviors for Successful CX Transformation | EPS #44
Are you a CEO or CX leader looking to drive real customer experience transformation? In this video, we break down five key benefits of CX transformation and five critical CEO behaviors that make it successful. No fluff—just action...
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34:32
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Stop Throwing Service Design at every problem | EPS #43
In this episode, Dr. Zanna van der Aa and Miranda Nijenhuis dive deep into the widespread hype of service design and discuss why companies often struggle to apply it effectively. While service design is a powerful tool for innovation<...
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21:29
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Interview Richard Stark (Egon Zehnder) | Human Centric CEO Series | EPS #42
In this episode, I welcome leadership expert Richard Stark (Egon Zehnder) for an in-depth conversation about the evolving dynamics of modern leadership. Together, we explore how trust, authenticity, and a more human-centric approach are transfo...
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43:43
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Interview Sid van Wijk (Miro) | Human Centric CEO Series | EPS #41
In this episode of the Human Centric CEO podcast, I sit down with Sid van Wijk from Miro to explore the future of work. We dive into the challenges of hybrid work, the "hybrid paradox" of flexibility vs. connection, and how experimentation can ...
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1:01:26
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Interview Joana de Quintanilha (Forrester) | Human Centric CEO Series | EPS #40
In this episode of the Human Centric CEO podcast, we talk with Joana (Forrester) about the concept of journey centricity and how it helps organizations become more human-focused.Prefer to watch...
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55:14
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Interview Emre Gurkan (CEO Zain Iraq) | Human Centric CEO Series | EPS #39
Leadership is about more than strategies and metrics; it’s about balancing the head and the heart. In this podcast, Emre Gurkan (CEO Zain Iraq) and I explore the journey of blending creativity and discipline, structure and spirit, to cr...
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Season 1
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Episode 39
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40:08
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Interview Naiara Cantabrana (Randstad) | Human Centric CEO Series | EPS#38
What does it take to make a business thrive for the long term? Hint: It’s not just about profit. In this heart-to-heart conversation, Naiara and Zanna discuss how human-centric leadership can be a game changer. Naiara, who has spent two decades...
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Season 1
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Episode 38
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46:26
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Interview Jeroen Velthof (Bol) on the art of balancing CX with tangible business value EPS #37
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.<...
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Season 1
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Episode 37
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47:23
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Leadership Activation in CX Transformation EPS #36
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.<...
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Season 1
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Episode 36
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20:11
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Interview Dan Cable (London Business School) | Human Centric CEO Series | EPS#35
Join dr. Zanna van der Aa and Professor Dan Cable from London Business School as they explore the concept of human-centric leadership. In this insightful and energizing conversation, they discuss how CEOs can foster a culture of purpose and eng...
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Season 1
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Episode 35
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47:56
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Interview Nawaf Al-Gharabally (CEO Zain Kuwait) | Human Centric CEO Series | EPS#34
In this first episode of the Human Centric CEO series of videopodcasts, host dr. Zanna van der Aa sits down with Nawaf Al-Gharabally, CEO of Zain Kuwait, to dive deep into the world of Customer Experience (CX) transformation and Human Centricit...
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Season 1
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Episode 34
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36:01
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10 Steps to Build Journey & Channel Teams EPS #33
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.<...
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Season 1
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Episode 33
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24:47
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Level Up from Operational to Transformational CX EPS #32
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.<...
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Season 1
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Episode 32
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31:12
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Discovering CX Transformation to foster Human Centricity EPS #31
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.<...
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Season 1
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Episode 31
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24:46
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Successful Journey Management in 7 steps EPS #30
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.<...
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Season 1
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Episode 30
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19:21
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How Your CX & EX Drivers Guide Transformation EPS #29
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.When y...
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Season 1
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Episode 29
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22:35
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10 Survey Tooling Mistakes & How to Avoid Them EPS #28
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.You us...
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Season 1
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Episode 28
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25:08
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CX should focus less on... CX EPS #27
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.In thi...
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Season 1
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Episode 27
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25:39
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Interview with Sandra Thompson (Ei Evolution) on the Impact of Emotional Intelligence in Customer and Employee Experience EPS #26
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.“W...
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Season 1
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Episode 26
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46:47
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Interview Kinga & Lotte on Generational Insights and How to Engage Gen-Z EPS #25
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Join Z...
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Season 1
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Episode 25
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41:33
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Stop measuring touchpoints EPS #24
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Stop m...
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Season 1
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Episode 24
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20:12
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