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
The 10 Pitfalls of Journey Management (and How to Avoid Them) | EPS #49
Are you mapping journeys but not seeing real impact? In this episode, I break down the 10 most common mistakes in journey management – and how to avoid them.
From lack of data to endless analysis loops, we cover what’s holding CX teams back and how to move from mapping to meaningful improvements.
You’ll learn:
- The 3 journey levels you need to define
- How to prioritize using smart data
- Why execution matters more than theory
If you're serious about creating impact with journey management, this episode is for you.
The 10 Pitfalls:
1. No clarity on 3 levels of journeys
2. No data on Level 2
3. Too fast, too deep
4. Never-ending analysis stage
5. Too much focus on customers
6. No dashboard to start with
7. Too much theoretical frameworks
8. Too many journeys, no execution
9. No common sense
10. Measuring too often or too little
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(00:00) Introduction and why this podcast matters
(01:33) What journey management really means (vs journey mapping)
(03:25) Pitfall 1: No clarity on the 3 levels of journeys
(09:51) Pitfall 2: No data on level 2 journeys
(11:43) Pitfall 3: Too fast, too deep
(15:26) Pitfall 4: The never-ending analysis loop
(18:16) Pitfall 5: Too much focus on the customer
(21:41) Pitfall 6: No dashboard or an unbalanced one
(22:06) Pitfall 7: Too much focus on theoretical frameworks
(25:58) Pitfall 8–10: No execution, no common sense, and measuring too much or too little
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