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 Andrea Avila (Randstad Argentina) | Human Centric CEO Series | #EPS 45
In this episode, I sit down with Andrea Avila (CEO de Randstad para Argentina, Chile y Uruguay), a leader whose journey from working in her family business at 13 years old to becoming a global CEO is a compelling example of how purpose, passion, and people-first values can transform businesses and lives.
Here’s what we’ll explore in this conversation:
- Andrea’s Leadership Journey: How her experiences shaped her approach to leadership and her unwavering commitment to human-centricity.
- Defining Human-Centricity: Why prioritizing people is essential for sustainable success and what it looks like in practice.
- Leading in Challenging Times: How Andrea and her team navigated the COVID-19 crisis by focusing on relationships, communication, and care.
- Building Energized Teams: Insights into fostering diverse, long-term collaboration that drives innovation and resilience.
- Lessons for Leaders: Practical advice and reflections on adapting to change, learning from others, and staying purpose-driven.
This conversation is packed with insights for anyone striving to lead with empathy, build meaningful connections, and create sustainable impact in their organization.
Recorded in Buenos Aires in December 2024.
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(00:17) Introduction
(01:26) Andrea’s Journey
(06:04) Finding Purpose
(07:59) Energizing Teams
(11:32) What is Human-Centricity?
(14:50) Challenges of Human-Centricity
(19:30) Leading Through COVID-19
(22:43) Values and Culture
(26:20) Leadership Style
(28:46) Lessons Learned
(31:03) Tips for Leaders
(36:28) Andrea’s Legacy
(39:46) Closing Reflections
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