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
Stop Throwing Service Design at every problem | EPS #43
In this episode, Dr. Zanna van der Aa and Miranda Nijenhuis dive deep into the widespread hype of service design and discuss why companies often struggle to apply it effectively. While service design is a powerful tool for innovation, it's not always the right fit for every challenge—sometimes, simple improvements require a different approach.
Key topics we cover:
- The difference between service design and UX design – and when to use which.
- Why companies get stuck in the middle, overcomplicating processes without driving real results.
- The importance of data-driven decision-making and avoiding analysis paralysis.
- Practical advice on using journey mapping, behavior change, and the right tools for improvement.
- When to focus on prototyping versus simply taking action.
If you're working in CX, UX, or service design, this episode is packed with actionable insights that will help you avoid common pitfalls and maximize your efforts.
Subscribe for more expert insights on customer experience and service design!
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(00:00) Introduction: Why this topic matters
(00:20) Service design: Hype vs. reality
(01:18) What is service design really?
(02:54) Common pitfalls of service design in organizations
(03:47) Service design vs. UX design: Understanding the difference
(05:00) Innovation vs. improvement: Which approach to choose?
(06:51) How to avoid getting stuck? Practical tips
(08:23) The importance of behavior change in employees
(10:10) Why continuous monitoring is essential
(11:05) How much data do you need for effective insights?
(13:05) When to prototype and when to just start
(15:30) Conclusion: How to make service design effective
(20:25) Summary and key takeaways
(21:49) Closing thoughts and final tips
More info?
Newsletter -> https://zannavanderaa.com/cxleague/
LinkedIn -> https://www.linkedin.com/in/zannavdun/
YouTube -> https://www.youtube.com/@dr.zannavanderaa
Website -> https://zannavanderaa.com/
Dutch version podcast -> https://beleving.buzzsprout.com