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
Top 5 CEO Benefits & Behaviors for Successful CX Transformation | EPS #44
Are you a CEO or CX leader looking to drive real customer experience transformation? In this video, we break down five key benefits of CX transformation and five critical CEO behaviors that make it successful. No fluff—just actionable insights on how to embed CX into your organization's DNA.
- Why CX matters for long-term business success
- How CX transformation accelerates revenue growth
- The leadership behaviors that drive customer-centricity
- How to break silos and integrate CX across departments
McKinsey, BCG, and Forrester have all proven the financial impact of CX. But transformation isn’t just about numbers—it’s about leadership, culture, and strategic decision-making.
If you’re serious about CX transformation, this video will give you a clear, no-nonsense roadmap on how to make it happen.
Subscribe for more insights on CX, leadership, and transformation.
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(00:00) Introduction: Why CX Transformation is Crucial
(01:30) Five Benefits of CX Transformation
(02:15) 1. CX as a Growth Accelerator (With Hard Data)
(04:30) 2. Balanced Steering: More Than Just Financial KPIs
(06:10) 3. A Strong, Inspiring Vision Beyond Numbers
(08:00) 4. Culture: CX Starts Within Your Organization
(10:00) 5. Breaking Silos: CX Unites Leadership Teams
(12:30) Five CEO Behaviors That Drive CX Transformation
(13:15) 1. Lead by Example (No Window Dressing!)
(15:30) 2. Don’t Fall for the Hypes – Think Critically
(17:15) 3. Balanced Decision-Making (Beyond Just Costs & Revenue)
(19:00) 4. Make CX Everyone’s Responsibility
(20:45) 5. Integrate CX into Every Part of the Business
(23:00) Conclusion: The Time for CX Transformation is Now
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