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.
Episodes
56 episodes
10 Tips To Enhance Employee Experience as a Design Principle | EPS #56
In Podcast #56 we dive into the big question: how do you use Employee Experience (EX) as a design principle for every CX-transformation? Want to explore and learn more after this podcast?
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34:50
Five CX Wins Every COO Can Deliver - And the Behaviours That Make Them Happen | EPS #55
Turning CX from a project into daily practice takes more than slogans. This episode shares a practical COO playbook and if you’d like to explore bringing this to life, just drop me a DM on LinkedIn. In this episode of the C-suite series...
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29:38
From Ideas to Impact: What Happens When Every Employee Steps into the Customer’s Shoes | EPS #54
Embedding CX into culture isn’t easy, but it’s possible. This episode unpacks a real-world playbook from Zain. If you’re keen to explore how to build the same momentum, feel free to connect with me through DM on LinkedIn. In this ep...
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40:17
Turning CX into a Business Driver: Lessons from PostNL’s Journey Factory | EPS 53
Curious how to turn CX from a support function into a true business driver? Rob’s story at PostNL shows what it takes and if you’d like to explore applying these principles, just send me a LinkedIn DM.In this episode, I’m joined by Rob,...
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29:53
Top 5 CFO Benefits & Behaviors for Succesful CX Transformation | EPS #52
Tired of defending CX with vanity metrics? This video shows how to anchor it in hard data and if you’d like to discuss applying this approach, just drop me a DM on LinkedIn.In this podcast, Zanna van der Aa challenges one of the most com...
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29:36
Top 5 CHRO Benefits & Behaviors for Succesful CX Transformation | EPS #51
Curious how CHROs can become true drivers of CX transformation? This episode lays it out and if you’d like to explore applying these behaviours in your organisation, my LinkedIn DMs are open.In this episode, we explore the vital role CH...
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34:20
CX is a means to an end, not a goal itself | EPS #50
CX is not the goal — it’s the tool. If you’re ready to link CX to revenue, culture, and purpose, this episode lays out the roadmap. Keen to discuss applying it? Feel free to send me a LinkedIn DM.Too many organizations treat Customer Ex...
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31:19
The 10 Pitfalls of Journey Management (and How to Avoid Them) | EPS #49
Mapping journeys but not seeing results? This episode reveals the top 10 pitfalls and if you’d like to explore how to build impactful journey management in your organisation, my LinkedIn DMs are open.Are you mapping journeys but not see...
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33:41
From Service to Strategy: Reinventing CX in B2B with Honeywell | EPS 48
Leadership, connection, and performance made practical. If you’d like to explore how to build this mindset in your own CX program, just drop me a DM on LinkedIn.When people think of customer experience, they often picture fast-paced B2C...
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32:23
Top 5 CIO Benefits & Behaviors for CX Transformation | EPS #47
Curious how CIOs can lead true human-centric digital transformation? This episode unpacks the mindset and behaviours that make it work. Like to explore applying them in your organisation? My LinkedIn DMs are open.Welcome to another epis...
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21:13
The Value of Direct Feedback is Highly Overrated | EPS #46
Relying on direct feedback to fix CX? This episode shows why that often falls short. If you’d like to explore smarter, driver-based approaches for your organisation, just send me a DM on LinkedIn.In this episode, Zanna van der Aa and Mi...
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16:42
Interview Andrea Avila (Randstad Argentina) | Human Centric CEO Series | #EPS 45
Curious how purpose and people-first values truly shape a CEO’s path? Andrea’s story might spark inspiration and if you’d like to explore what this could mean for your own leadership, my LinkedIn DMs are open.In this episode, I sit down...
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40:02
Top 5 CEO Benefits & Behaviors for Successful CX Transformation | EPS #44
Most CEOs know CX matters, but few make it stick. This conversation shows how and if you’re keen to discuss bringing these insights to life, feel free to DM me on LinkedIn.Are you a CEO or CX leader looking to drive real customer experi...
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34:32
Stop Throwing Service Design at every problem | EPS #43
Service design is powerful, but it’s not a silver bullet. This conversation shows when to use it — and when not to. If you’d like to discuss what fits best for your challenges, feel free to connect with me through DM on LinkedIn.In this...
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21:29
Interview Richard Stark (Egon Zehnder) | Human Centric CEO Series | EPS #42
What happens when leaders embrace imperfection and humanity? This episode dives deep and if you’d like to explore how to build trust-based leadership in your organisation, just send me a DM on LinkedIn.In this episode, I welcome leaders...
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43:43
Interview Sid van Wijk (Miro) | Human Centric CEO Series | EPS #41
In this episode of the Human Centric CEO podcast, I sit down with Sid van Wijk from Miro to explore the future of work. We dive into the challenges of hybrid work, the "hybrid paradox" of flexibility vs. connection, and how experimentation can ...
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1:01:26
Interview Joana de Quintanilha (Forrester) | Human Centric CEO Series | EPS #40
Journey centricity is more than a CX hype. If you’re keen to make it a true driver of change in your own company, let's connect through sending me a DM on LinkedIn.In this episode of the Human Centric CEO podcast, we talk with Joana (Fo...
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55:14
Interview Emre Gurkan (CEO Zain Iraq) | Human Centric CEO Series | EPS #39
What happens when leaders combine structure with meaning? This conversation shows what’s possible and if you want to explore how to translate these ideas into action, just drop me a DM on LinkedIn.Leadership is about more than strategie...
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Season 1
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Episode 39
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40:08
Interview Naiara Cantabrana (Randstad) | Human Centric CEO Series | EPS#38
Meaningful leadership goes far beyond hitting targets. If you’re ready to weave purpose into your daily work, DM me on LinkedIn to dive deeper.What does it take to make a business thrive for the long term? Hint: It’s not just about prof...
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Season 1
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Episode 38
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46:26
Interview Jeroen Velthof (Bol) on the art of balancing CX with tangible business value EPS #37
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.<...
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Season 1
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Episode 37
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47:23
Leadership Activation in CX Transformation EPS #36
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.<...
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Season 1
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Episode 36
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20:11
Interview Dan Cable (London Business School) | Human Centric CEO Series | EPS#35
Join dr. Zanna van der Aa and Professor Dan Cable from London Business School as they explore the concept of human-centric leadership. Wondering how to make this tangible for you? Just send me a DM on LinkedIn.Prefer the video versi...
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Season 1
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Episode 35
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47:56
Interview Nawaf Al-Gharabally (CEO Zain Kuwait) | Human Centric CEO Series | EPS#34
Curious how a human-centric CEO really thinks and acts? Nawaf’s story might spark ideas for your own journey. If you’d like to explore what this could look like in your organisation, just drop me a DM on LinkedIn.In this first episode o...
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Season 1
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Episode 34
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36:01