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 Drivers of Employee Experience | EPS #7
Join the Champions League of Customer Experience Transformation!
Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/
Without great Employee Experience there is no great Customer Experience. But how do you enhance the experience of the employees and choose the best way to let CX and EX reinforce each other?
In this episode Zanna and Miranda discuss the key issues with most employee engagement measurements (spoiler alert: most employee engagement survey tools are NOT giving you the drivers you need to enhance engagement).
Zanna explains the key issues but also shares what you can do to make smart use of many existing insights from science to make sure your organisation is measuring what matters most to your employees.
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 these podcasts she has the role of the interviewer. This podcast was recorded on Oct 28th, 2022.