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
Top 5 COO Benefits & Behaviors for Succesful CX Transformation | EPS #55
In this episode, Dr. Zanna van der Aa & Miranda Nijenhuis dive into the often-overlooked role of the Chief Operating Officer in driving real customer experience transformation.
Discover why CX fails without operations on board, the 5 key benefits for COOs, and the specific behaviors that separate execution from theory.
If you’re serious about embedding CX into the DNA of your organization, this is the episode your COO needs to hear.
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(00:00) Why the COO is critical for CX transformation
(02:31) The COO’s unique vantage point: from operations to experience
(04:12) The 5 biggest CX benefits for COOs
(06:47) From cost control to value creation
(08:56) Driver analysis: prioritizing with hard data
(11:22) Journey teams as the bridge between silos
(13:36) Designing the right behaviors: the COO’s role
(16:05) Why system thinking is human-centric thinking
(18:23) Common COO blind spots in CX
(21:10) Final call: If you're a COO, this is your playbook
Accelerate in Experience Academy
Ready to create more business impact with Customer & Employee Experience? Join the 6-week Accelerate in Experience Academy by Dr. Zanna van der Aa. The proven method for CX transformation that delivers measurable results in just 3 months.
🌍 Trusted in 20+ countries by 11+ global brands such as Randstad, Allianz, Zain and Egon Zehnder. Now available online.
👉 Start your journey: https://academy.zannavanderaa.com/en
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