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 Maxie Schmidt (Forrester) on How to Unravel the Business Impact of Customer Experience | EPS #17
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For timestamps see below.
Dr. Maxie Schmidt is Vice President & Principal Analyst for Forrester on the topic of Customer Experience. In our new podcast Zanna and Maxie unravel the business impact of CX - and no, this is not just about making a business case - and discuss 6 common CX mistakes.
They talk about valuable insights for successful CX transformation, discuss how a company's strategy should be customer-focused and how success metrics should consider customer centricity.
Maxie also shares a powerful tool for CX leaders - the Johari Window. This tool helps leaders understand their strengths and how they are perceived by others, enabling them to become more effective in their roles and lead from their strengths.
Next to that, learn more about:
🎓 the role of metrics in creating better experiences
🎓 the importance of empathy in understanding stakeholders
🎓 the connection between customer experience and employee experience
Tune in now!
For the people who tuned in and want to learn more about the topics discussed, hereby the links:
đź’ˇ Johari Window:
https://en.wikipedia.org/wiki/Johari_window
đź’ˇ CX Commitment Checklist:
https://www.forrester.com/blogs/help-your-leaders-face-reality-with-a-leadership-cx-commitment-checklist/
đź’ˇ Prioritize customer journeys:
https://www.forrester.com/blogs/how-to-prioritize-customer-journeys/
💡 Blog for the report “Why Paying Employees For Good CX Is A Bad Idea”:
https://www.forrester.com/blogs/dontpayforgoodcx/
(00:00) The Energized CX Community
(05:11) The Most Impactful Report
(15:42) The Role of CX Teams
(17:06) The Connection Between CX and EX
(26:37) The Business Case for CX
(27:23) An Example from Schindler
(44:08) The Ideal Context for CX Transformation
(46:24) The Importance of Empathy
(48:39) The Johari Window