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 with Sandra Thompson (Ei Evolution) on the Impact of Emotional Intelligence in Customer and Employee Experience EPS #26
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For timestamps see below.
“We are designed to connect.” Sandra Thompson
Sandra is Customer & Employee Experience Consult and an expert in the field of emotional intelligence.
In this podcast Zanna and Sandra discuss topics like:
🔎 Daniel Goleman's Emotional Intelligence Theory: Highlighting components like self-awareness, self-management, social intelligence, and relationship management.
🔎Technology and Human Connection: The conversation explores how technology can enhance human connection and emotional intelligence, bridging gaps in understanding and empathy.
🔎Impact of Emotional Intelligence in Organizations: Sandra shares real-world examples where emotional intelligence implementation led to positive changes in interactions and productivity within organizations.
🔎Concrete Tips for Developing Emotional Intelligence: Sandra offers practical steps like journaling, mindful breathing, and actively seeking feedback to develop emotional intelligence effectively.
The podcast also delves into specific strategies for inviting feedback, behavioral science insights, and the crucial importance of understanding customers' emotional needs in organizational settings.
Tune in and embrace the transformative power of emotional intelligence in your life and work.
Timestamps
(00:05) Introduction and Background
(04:38) Technology and Human Connection
(07:10) Daniel Goleman's framework
(13:58) Self-Reflection in Transformation
(21:24) Impact of Emotional Intelligence in Organizations
(28:14) Concrete Tips for Developing Emotional Intelligence
(30:47) Journaling, Response, and Inviting Feedback
(42:07) The Importance of Understanding Customers' Emotional Needs