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
Level Up from Operational to Transformational CX EPS #32
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/
For timestamps see below.
Stuck in Operational CX?
👉 CX is a separate team or department
👉 You’re measuring touchpoints and/or channels
👉 You’re struggling to mobilize others
👉 There are mainly analysis and little execution
Time to move to Transformational CX!
In this podcast Zanna talks you through 10 ways that can help you make this move.
If you want to know more about:
✔️ A clear CX Compass
✔️ A storyline that connects all the dots
✔️ The most important pillars
✔️ How to activate Leadership
✔️ Integrated KPI’s
✔️ Work with journeys and journey & channel teams as a standard
✔️ Create Fun & Energy around improving customer and employee experience
✔️ Share stories and…
Create a pull strategy!
Then definitely listen to this podcast.
(01:51) Why this podcast?
(03:02) Operational CX
(06:21) Transformational CX
(07:03) A clear CX Compass
(08:59) A storyline that connects all the dots
(10:48) The most important pillars
(13:26) How to activate Leadership
(16:54) Integrated KPI’s
(19:44) Work with journey & channel teams
(23:45) Create Fun & Energy
(25:40) Sharing stories
(27:25) Create a pull strategy