The CX Quantum Leap
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.
The CX Quantum Leap
How to Activate Leadership to Embrace the Customer Perspective | EPS #57
Many CX teams struggle with getting leaders to actively contribute to customer experience transformation. While most leaders say they support CX initiatives, translating that into meaningful action is often the real challenge.
In this episode, we explore a proven 3-step framework for leadership activation:
1. Understand Their Needs - Move beyond generic approaches by having deep one-on-one conversations with leaders to understand their specific context, challenges, and daily rhythms.
2. Monthly Check-ins - Create sustainable accountability through regular touchpoints that focus on reflection and learning, not punishment.
3. Quarterly Reflection - Facilitate both individual and group reflection sessions to accelerate learning and peer support.
We discuss why investing time in understanding each leader's unique situation pays dividends, how to make customer centricity tangible through specific habits and exercises, and why the timing of leadership activation is crucial for transformation success.
Key insights include the critical importance of middle management in CX success, practical techniques for making abstract concepts concrete, and why reflection is fundamental to any meaningful organizational change.
This episode is essential listening for CX professionals, transformation leaders, and managers looking to drive authentic customer-centric culture change throughout their organization.
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