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
Create a reflection rhythm - The leadership behaviors series | EPS #60
This is part 1 of our Leadership Behavior Series, where we're diving deeper into some of the 21 behaviors from my new book on human-centric CX transformation: Once You See It.
In this episode, Miranda and I talk about something that I think is really crucial for leaders: creating a reflection rhythm. And I know, I know, your calendar is probably back to back with meetings. Trust me, I get it. But here's the thing: do you want to lead transformation based on your calendar, or based on your values?
We explore why reflection matters, not just on a personal level, but also when you're running transformation. I share my own journey with reflection, from my leadership development program to how I've learned to design my calendar with thinking space including my monthly week at ‘Egmond aan Zee’.
Some things we cover:
- Why standing still regularly helps you be the leader you want to be
- How I learned to recognize patterns faster (from a week later, to hours later, to before I even send that email)
- The business case for reflection (spoiler: 15 minutes a day can boost performance by 23%)
- Practical tips for creating reflection rhythms, both personally and with your leadership team
- Why authenticity and being present really matter when you're leading transformation
I think what I love most about this conversation is how we talk about integrity, not as this perfect state, but as something you can restore. We're human, we make mistakes, but how you handle that really tells people something about your values.
Whether you're a CEO or just someone who wants to lead with more intention, I hope this gives you some space to think about your own reflection rhythm.
Timestamps
(00:00) – Introduction to the Behavior Series
(01:09) – Why Reflection Matters for Leaders
(02:15) – Leading From Values vs. Leading From Your Calendar
(02:58) – Discovering the Power of Reflection (Personal Journey)
(04:39) – Becoming Aware of Patterns and Their Impact
(06:03) – The Benefits of Reflection: Awareness, Choice, and Growth
(08:17) – Creating Space: Reflection, Creativity, and Thinking Time
(11:47) – Reflection, Integrity, and Leading Transformation
(15:42) – Practical Reflection Habits for Leaders and Teams
(18:35) – Reflection in Teams and Transformation Journeys
NEW! Once You See It - Executive Guide to Human-Centric CX Transformation by Dr. Zanna van der Aa is out now!
It contains a unique combination of perspectives: the CEO perspective and the CX transformation lead perspective.
And in between these two parts of the book, she also shares a chapter on the role of AI in experience.
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?
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