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
Successful Journey Management in 7 steps EPS #30
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For timestamps see below.
More and more organizations are using journey management tools such as Milkymap and TheyDo. But they drown in the amount of options that such a tool offers.
How do you prevent this for your organization?
Go through the 7 steps that Zanna & Miranda discuss in this podcast and make a conscientious choice whether you need a journey management tool and if so, how it should support you.
📌 Step 1 Make a list of all journeys within your organizations on 2 levels.
📌 Step 2 Collect data to prioritize the journeys.
📌 Step 3 Map one journey and find the drivers.
📌 Step 4 Collect relevant internal data.
📌 Step 5 Create a journey team.
📌 Step 6 Introduce a bi-weekly rhythm for improving the journey.
📌 Step 7 See measurable results in 2 to 3 months.
Go through steps 3 to 7 with one journey so you can learn and experiment. Only then start mapping the next journey.
After going through the 7 steps, you can make your own smart choices when it comes to your journey management.
(1:41) Why this podcast?
(02:55) Step 1: List all journeys
(05:45) Step 2: Collect data
(10:41) Step 3: Map one journey and find the drivers
(14:39) Step 4: Collect relevant internal data
(15:30) Step 5: Create a journey team
(16:57) Step 6: Introduce a rhythm for improvement
(18:24) Step 7: See measurable results in 2 to 3 months