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
Interview Nawaf Al-Gharabally (CEO Zain Kuwait) | Human Centric CEO Series | EPS#34
In this first episode of the Human Centric CEO series of videopodcasts, host dr. Zanna van der Aa sits down with Nawaf Al-Gharabally, CEO of Zain Kuwait, to dive deep into the world of Customer Experience (CX) transformation and Human Centricity.
Prefer the video version? Check out on YouTube!
For timestamps see below.
In this candid discussion, Nawaf shares his personal journey, early experiences as an engineer, his personal purpose, why he became the CEO and his thoughts on leading Zain. They explore topics like customer experience transformation, the role of purpose in business, and the challenges of fostering a human-centric approach in a large organization. A thoughtful conversation on leadership and change in today's business world.
Recorded in Kuwait in July 2024.
NB. This video podcast was recorded as part of the UNITY CX transformation program we are currently running in Zain Kuwait.
#humancentricity #cxtransformation #interview #zain #kuwait #customerexperience #inspiration
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Want to know more about me?
LinkedIn: https://www.linkedin.com/in/zannavdun/
Blog: https://zannavanderaa.com/blog/
YouTube: https://www.youtube.com/@dr.zannavanderaa
Newsletter: https://zannavanderaa.com/cxleague/
(00:00) Introduction and purpose of the podcast
(01:25) Nawaf’s background and journey to leadership
(05:56) The passion for customer-centric work
(07:13) Climbing the corporate ladder
(12:09) Realigning with purpose: a turning point
(14:16) Leading change in Saudi Arabia
(15:42) The vision for leadership as CEO
(19:17) Empowering employees and unity
(22:09) Transforming customer and employee journeys
(27:43) Sustaining change and embedding culture
(30:05) Co-creating a corporate purpose
(33:07) Final thoughts and call to action