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
CX is a means to an end, not a goal itself | EPS #50
Too many organizations treat Customer Experience (CX) as the end goal. But that’s where it often goes wrong. CX is not the goal — it’s a means to an end. A tool to drive concrete business outcomes like cost reduction, revenue growth, a better culture, and real purpose.
In this podcast, we explain why so many CX teams struggle to prove their value and what you can do differently. We share the five business outcomes CX should always connect to and how you, as a CX professional, can make sure your work has real business impact.
You’ll learn:
- Why CX should never be the end goal
- How to link CX to cost reduction and revenue growth
- How CX can drive continuous improvement and experimentation
- Why culture and purpose matter — and how CX accelerates both
- The biggest mistakes CX teams make (and how to avoid them)
- How to start making CX relevant in your organization today
If you’re done with fluffy reports, endless NPS dashboards, and CX teams that don’t move the needle — this podcast is for you.
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(01:16) Cost reduction & CX
(05:11) Revenue increase & CX
(08:07) CX as a driver for continuous improvement
(11:42) Building a customer-centric culture
(13:54) How CX links to purpose & meaning
(18:37) CX and innovation
(20:25) What goes wrong when CX becomes the goal
(24:14) How to start making CX relevant today
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