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 Jeroen Velthof (Bol) on the art of balancing CX with tangible business value EPS #37
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For timestamps see below.
Have you ever wondered how connecting customer experience (CX) with business impact can revolutionize your strategy? In this episode, we sit down with Jeroen Velthof, CX manager at Bol, to explore the art of balancing customer experience with tangible business value.
Discover the secrets behind Bol’s success: making CX a company-wide mission, translating NPS into actionable business insights, and creating a culture that keeps both customers and employees happy. Whether you're a CX pro or just curious about what makes a company customer-crazy, this episode delivers insights with a dose of humor and plenty of practical takeaways.
(00:09) Introduction
(01:20) Historie Jeroen
(07:24) CX at Bol
(25:33) Value of the CX Team
(35:25) Golden tips when using NPS
(43:18) Customer Centric Culture