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
32 episodes since 2020
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.<...
September 12, 2024
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Season 1
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Episode 32
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31:12
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.<...
July 11, 2024
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Season 1
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Episode 31
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24:46
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.<...
July 11, 2024
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Season 1
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Episode 30
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19:21
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...
May 08, 2024
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Season 1
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Episode 29
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22:35
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...
May 08, 2024
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Season 1
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Episode 28
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25:08
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...
March 28, 2024
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Season 1
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Episode 27
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25:39
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...
February 12, 2024
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Season 1
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Episode 26
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46:47
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...
February 09, 2024
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Season 1
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Episode 25
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41:33
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...
February 05, 2024
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Season 1
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Episode 24
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20:12
Interview Ken Coyne (OpsTalent) on Leadership, Culture-Building & Employee Engagement EPS #23
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.In thi...
January 29, 2024
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Season 1
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Episode 23
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40:40
Interview Sam Stern (LinkedIn) about the Power of a Customer-Centric Culture EPS #22
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Do you...
October 25, 2023
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Season 1
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Episode 22
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42:48
3 pitfalls of engaging leadership in CX transformation | EPS #21
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Ar...
October 17, 2023
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Season 1
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Episode 21
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19:21
7 ways to get CX transformation in the DNA of your organisation | EPS #20
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Ar...
October 17, 2023
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Season 1
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Episode 20
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23:26
Unveiling the Power of Service Experience | EPS #19
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Ev...
August 24, 2023
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Season 1
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Episode 19
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23:59
Mastering Customer Experience: The 5 Essential Goals for CX Transformation | EPS #18
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.In...
August 24, 2023
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Season 1
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Episode 18
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35:36
Interview Maxie Schmidt (Forrester) on How to Unravel the Business Impact of Customer Experience | EPS #17
Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Dr. Max...
June 22, 2023
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Season 1
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Episode 17
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50:23
Interview Lotte Kersten (Disruptors) on Engaging Millennials and Gen Z through Transformation of Work | EPS #16
Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Joi...
June 01, 2023
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Season 1
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Episode 16
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43:39
Interview Danny Peters (Milkymap) on Journey Management | EPS #15
Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Jou...
May 23, 2023
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Season 1
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Episode 15
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1:01:32
Interview Jochem van der Veer (TheyDo) on Journey Management | EPS #14
Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Dis...
May 23, 2023
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Season 1
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Episode 14
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49:49
Tiny Habits as Gamechanger for Successful CX Transformation | EPS #13
Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/So… You know the importance of Custo...
May 05, 2023
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Season 1
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Episode 13
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25:53
The Basics of Journey Mapping | EPS #12
Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/Discover the power of Journey Mappin...
April 27, 2023
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Season 1
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Episode 12
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33:18
The 5 Types of Experience | EPS #11
Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/Is your organization struggling with...
April 27, 2023
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Season 1
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Episode 11
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45:28
5 Key CX Metrics Nobody Uses | EPS #10
aka Key Statistics for CX Professionals ;)Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleagu...
April 20, 2023
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Season 1
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Episode 10
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31:08