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
Unveiling the Power of Service Experience | EPS #19
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For timestamps see below.
Ever wondered how to reduce unnecessary customer contacts while boosting your customer experience?
Zanna shares her effective approach, revealing how to calculate potential savings, create simple yet impactful business cases, and and ultimately enhance the journeys to prevent contacts that also your customers would love to avoid.
Tune in to learn more about:
💡 Understanding the Scope of Service Experience
💡 The Two Perspectives of Service Experience
💡 Metrics for Measuring Experience
💡 The Power of Preventing Contacts
💡 Quality of Call Registration and Journey Analysis
💡 Maximizing Service Experience Impact
🎁 Plus, don't miss out on our special holiday gift at the end of this year.
Ready for a dose of inspiration?
Tune in today and unleash the potential of service experience.
(01:24) The Scope of Service Experience
(02:29) The Two Perspectives of Service Experience
(05:02) Metrics for Measuring Experience
(09:10) The Power of Preventing Contacts
(16:14) Call Registration and Journey Analysis
(22:19) Maximizing Service Experience Impact