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
How Your CX & EX Drivers Guide Transformation EPS #29
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/
For timestamps see below.
When you want to create a human-centric organisation, there is a beautiful marriage between customer and employee experience.
“Without a good employee experience, there is no good customer experience!”
But this often remains an empty phrase
or no link is made between the two at all.
Listen to this podcast and discover how the two are linked
and how you can make 'the human-centric organisation' very concrete with the drivers of customer and employee experience.
(01:39) The importance of purpose in CX transformation
(02:55) Understanding the link between CX and EX drivers
(04:08) Integrity as driver of EX
(10:42) Utilizing drivers as design principles
(11:24) Project management and driver alignment
(13:00) Redesigning employee onboarding
(14:31) Leadership behaviors for driving purpose
(16:42) Redesigning customer journeys based on drivers
(18:03) Balancing cost reduction with driver impact
Accelerate in Experience Academy
Ready to create more business impact with Customer & Employee Experience? Join the 6-week Accelerate in Experience Academy by Dr. Zanna van der Aa. The proven method for CX transformation that delivers measurable results in just 3 months.
🌍 Trusted in 20+ countries by 11+ global brands such as Randstad, Allianz, Zain and Egon Zehnder. Now available online.
👉 Start your journey: https://academy.zannavanderaa.com/en
More info?
Newsletter -> https://zannavanderaa.com/cxleague/
LinkedIn -> https://www.linkedin.com/in/zannavdun/
YouTube -> https://www.youtube.com/@dr.zannavanderaa
Website -> https://zannavanderaa.com/
Dutch version podcast -> https://beleving.buzzsprout.com