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 Richard Stark (Egon Zehnder) | Human Centric CEO Series | EPS #42
In this episode, I welcome leadership expert Richard Stark (Egon Zehnder) for an in-depth conversation about the evolving dynamics of modern leadership. Together, we explore how trust, authenticity, and a more human-centric approach are transforming the way we lead.
Key Takeaways:
- The new trust equation: combining professionalism with humanity.
- How vulnerability can strengthen leadership and create meaningful connections.
- Practical tools like self-reflection and box breathing to stay grounded.
- Insights into creating a psychologically safe environment for teams.
- The power of embracing imperfection and finding growth through challenges.
Through personal stories and practical advice, Zanna and Richard offer actionable strategies for leaders navigating today’s fast-changing and complex world. Whether you are leading a team or reflecting on your own leadership journey, this episode provides valuable insights to help you lead with clarity, courage, and purpose.
Recorded in London in December 2024.
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(00:00) Introductions and welcome
(00:20) Why this episode is special
(01:05) Richard's journey
(02:59) The trust equation
(05:05) Why trust matters
(09:24) Shifting to human-centric leadership
(11:39) Navigating uncertainty
(12:02) The cockpit analogy
(14:23) Vulnerability and stress
(15:14) Kintsugi and imperfection
(17:52) Personal challenges and resilience
(21:50) How challenges shape coaching
(23:15) Vulnerability builds trust
(26:58) Engaging skeptical colleagues
(29:23) Key questions for reflection
(31:17) Hidden beliefs and change
(34:32) Managing triggered states
(38:17) Building reflection habits
(41:16) Prioritizing with triage
(42:36) Closing reflections