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
Discovering CX Transformation to foster Human Centricity EPS #31
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/
For timestamps see below.
This year, Zanna has been working in the field of customer experience for 25 years. In this podcast, she shares her own discovery journey, using CX transformation to forster human centric organization without making it super fluffy and complex.
What can you expect?
- Defining Human-Centricity in Organizations
Zanna explains the difference between product-centric, customer-centric, and human-centric organizations, emphasizing the importance of integrating employees, customers, and purpose. - Development of Driver Analysis Technique
Zana talks about her PhD work and the development of a statistical driver analysis technique that proves the impact of human-centric elements on business metrics like NPS and satisfaction. - Behavioral Science in CX Transformation
Zanna discusses the use of behavioral science, including insights from "Alive at Work" and "Tiny Habits," to create tangible changes in employee habits that enhance customer as well as employee experience. - Leadership and Steering for Human Centricity
We highlight the importance of leadership in driving human-centricity, where leaders need to balance financial metrics with employee and customer-focused KPIs. - Digital Transformation and Human-Centricity
We explore the relationship between digital and CX transformation, illustrating how digital tools can enhance personal attention and human aspects in customer interactions. - Measuring Human-Centricity in Organizations
Zanna introduces a culture survey to measure human centricity in organizations, and she explains how to use the survey results to drive engagement and business impact.
(03:36) Defining Human-Centricity in Organizations
(05:57) Development of Driver Analysis Technique
(12:28) Behavioral Science in CX Transformation
(15:55) Leadership and Steering for Human Centricity
(17:45) Digital Transformation and Human-Centricity
(19:13) Measuring Human-Centricity in Organizations