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 Eliza de Campos Pegado (Honeywell) | EPS 48
When people think of customer experience, they often picture fast-paced B2C environments. But what does CX look like in a B2B industrial world—where relationships span decades and trust is everything?
In this episode, I talk with Eliza from Honeywell, who leads their EMEA CX hub. We explore how to shift from transactional service to strategic partnership, empower employees with purpose, and use AI to support—not replace—humans.
This is a conversation about real CX impact, leadership without the buzzwords, and building deep, human connections in even the most complex organizations.
Tune in to discover:
- How to earn a seat at the strategy table
- Why performance is your best marketing
- What truly drives employee engagement
- How sentiment analysis can protect teams from burnout
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(00:00) Introduction & why this conversation matters
(01:30) CX in industrial B2B: deeper relationships, bigger stakes
(04:15) From transactional to transformational service
(06:00) Building credibility: performance before partnership
(08:10) Empowering teams: purpose, curiosity, and culture
(11:45) CX meets EX: the employee side of transformation
(14:30) Leadership without the buzzwords
(17:20) Creating space to reflect and lead authentically
(20:00) The (refreshing) AI part we almost forgot
(23:30) Final thoughts: stop asking for a seat at the table—lead
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