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
CIO & CX Transformation | EPS #47
Welcome to another episode in our CX Transformation podcast series. Today, we’re focusing on the role of the CIO (or CDO, or CTO) in driving customer experience transformation. It turns out, IT leaders are often the strongest advocates for human-centric digital transformation.
In this episode, Dr. Zanna van der Aa and Miranda discuss:
- Why CIOs play a crucial role in CX transformation
- Five key benefits of CX transformation for IT leaders
- Five essential behaviors to make a real impact
- How to move beyond tech for tech’s sake and ensure digital solutions drive business value
- The power of driver analysis in prioritizing IT efforts that truly enhance the customer journey
The key takeaway? CX transformation isn’t just about better technology—it’s about designing digital solutions that improve both customer and employee experiences. And as a CIO, you have a unique opportunity to lead the way.
If you found this episode valuable, subscribe and share to help bring human-centric transformation to more organizations.
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(00:05) Welcome & Introduction
(00:22) Why this podcast?
(00:33) Defining CIO, CTO, and CDO in CX transformation
(00:56) The role of CIOs in customer experience
(02:31) Five key benefits for CIOs in CX transformation
(02:45) Benefit 1: Preventing sub-optimization
(04:11) Benefit 2: Showing business value
(05:54) Benefit 3: Easier prioritization
(07:42) Benefit 4: Focus on human-centered design
(09:27) Benefit 5: Better talent management
(11:03) Five key behaviors for CIOs in CX transformation
(12:01) Behavior 1: Lead by example
(13:12) Behavior 2: Avoid tech for tech’s sake
(15:05) Behavior 3: Bridge between business and IT
(16:38) Behavior 4: Create room to experiment
(18:20) Behavior 5: Challenge business with customer and employee insights
(20:07) Final thoughts and wrap-up
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