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
Leadership Activation in CX Transformation EPS #36
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For timestamps see below.
Don’t underestimate the importance of leadership in CX Transformation
Make leadership activation part of your program design, involve them as soon as possible and make their roles really tangible.
How?
🚀 Check which levels of leadership you have in your organization
🚀 Customize specific activities for their role
🚀 Onboard every level separately
🚀 Share monthly scores & progress
🚀 Embed the way of working in the hierarchy
In this podcast Zanna talks you through all the steps in detail. Tune in and enjoy!
(01:01) Why this podcast?
(02:49) Check levels of leadership
(05:40) Customize specific activities for their role
(08:09) Onboard every level separately
(09:53) Share monthly scores & progress
(11:22) Embed the way of working in the hierarchy
(14:24) Additional inspiration