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 Basics of Journey Mapping | EPS #12
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Discover the power of Journey Mapping with Zanna and Miranda in our latest podcast episode.
In just 30 minutes, you'll learn how journey mapping can help you understand what steps your customers go through with your organization, prioritize improvements, and enhance experience. Plus, you'll get valuable insights on the different types of journey mapping and how to use them to achieve your goals.
Here are some talking points you won't want to miss:
💡 Hear about the different types of journey mapping, and how to use each to your advantage
💡 Find out why prioritization is key in using journey mapping to improve customer experience
💡 And how to find the real, latent drivers of satisfaction based on your journey mapping insights
Don't miss out on this opportunity to improve your journey mapping skills.
Tune in now!
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.