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
10 Steps to Build Journey & Channel Teams EPS #33
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For timestamps see below.
💡 Do you recognize this?
You have a lot of valuable insights from all the measurements you do,
but there is no execution power to actually improve the customer experience.
Time to start building journey and channel teams!
In this podcast, Zanna talks you through the 10 steps to successfully build your own teams. She shares everything you need to know about:
- How to select suitable participants
- How to invite them to the team in a special way
- How to prepare the onboarding kit
- How to organize an inspiring Kick Off
- How to prepare everyone for the first workshop with sensitizing
- How to execute the redesign workshop
- What will be the best executing rhythm for the teams
- How to set up coaching for the teams
- How to reflect on the Way of Working
- How to check the impact of the improvements made
So don’t wait any longer… Check out this podcast and start improving!
(00:59) Why this podcast?
(02:55) How to select suitable participants
(06:19) How to invite them to the team in a special way
(07:50) How to prepare the onboarding kit
(09:12) How to organize an inspiring Kick Off
(10:29) How to prepare everyone for the first workshop with sensitizing
(11:58) How to execute the redesign workshop
(16:56) What will be the best executing rhythm for the teams
(17:35) How to set up coaching for the teams
(18:44) How to reflect on the Way of Working
(20:26) How to check the impact of the improvements made