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
Interview Lotte Kersten (Disruptors) on Engaging Millennials and Gen Z through Transformation of Work | EPS #16
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For timestamps see below.
Join Lotte Kersten and Zanna as they delve into the future of HR and organizational structures in this thought-provoking podcast. Drawing from a meta-analysis of various HR and non-HR models, Lotte shares key insights on the evolution of organizations and the transition from efficiency towards purpose.
She also provides invaluable advice on engaging millennials and Gen Z in the workplace, emphasizing the importance of authenticity, a democratic environment, and leveraging their tech-savviness.
This podcast is a must-listen for anyone interested in understanding and implementing progressive HR practices and for those keen on engaging the younger workforce effectively. Tune in to explore the possibilities of what your organization could look like on different levels.
(00:33) Introduction and Background
(03:10) The Disruptors and Changing Work Culture
(07:07) Meta Analysis of HR Models
(11:04) Maturity Model and Assessments
(14:24) The Challenge of Changing Behavior
(16:06) HR Maturity Levels and Openness to Change
(18:06) Addressing HR Questions and Transforming Roles
(29:38) Connecting on a Concrete Level
(33:45) Attracting and Engaging Millennials and Gen Z