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Based on her PhD in CX and her 20+ years of experience with driving CX transformation programs globally, Zanna van der Aa shares all her knowledge with you, so you can enhance the impact of your own CX program even more. She always combines her scientific background with a very no-nonsense, pragmatic, energizing approach that you can apply immediately in your day-to-day work.
29 Episodes
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Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.When you want to create a human-centric organisation, there is a beautiful marriage between customer and employee experience.“Without a good employee experience, there is no good customer experience!”But this often remains an empty phraseor no link is made between the two at all.Listen to this podcast and discover how the two are li...
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.You use this tool to send your customer and employee experience surveysbut you struggle getting the best out of the insights it provides…Listen to this podcast for 10 very clear pointers on how to manage to get the best value out of it. The 10 topics that are discussed:Short Survey ReligionNowadays it’s very common to ask a cus...
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.In this episode we explore why CX might benefit from a shift in perspective. I challenge assumptions I hear and see when working with CX professionals. 📌 We need a Journey Management ToolBefore plunging headlong into the tool selection process, it's crucial to lay the groundwork, understand dynamics, and assess the true business val...
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.“We are designed to connect.” Sandra ThompsonSandra is Customer & Employee Experience Consult and an expert in the field of emotional intelligence. In this podcast Zanna and Sandra discuss topics like:🔎 Daniel Goleman's Emotional Intelligence Theory: Highlighting components like self-awareness, self-management, social intel...
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Join Zanna when she talks with experts Kinga Wojtas and Lotte Kersten about the dynamics of generational differences in the workplace. Kinga and Lotte are very passionate and knowledgeable about the topic of generations. They have done great research on this topic but more importantly translated their findings into super concr...
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Stop measuring touchpoints…? Que?That was the response from several CX colleagues on LinkedIn when I posted the quote that I think we should stop measuring touchpoints and focus on the journey instead.Of course, in 1 post and 1 picture I can not share too many nuances, so I decided to make a podcast to give some context and also ans...
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.In this podcast episode, I had the pleasure to interview Ken Coyne, the co-founder of Ops Talent, a company known for its innovative approach to employee experience and culture.Some interesting topics we discuss:👉 The 5 H’s Framework Ops Talent's core values Be Happy, Be Healthy, Be Humble, Be Helpful, and Be Honest, and how they're...
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Do you want to transform your organization into a customer-centric powerhouse?Sam Stern is Customer Experience Expert at LinkedIn and a former CX analyst at Forrester. In this podcast Zanna and Sam delve deep into the concept of a customer-centric culture. 6 Reasons to tune in:👉 1. Alignment Across the BoardLearn how a customer-cent...
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Are you curious about the inner workings of Customer Experience (CX) transformation and the pitfalls that CX teams encounter when trying to engage leadership? If so, you will definitely like this podcast!We delve into the world of CX transformation and explore three major pitfalls that organizations stumble upon. Here's a sneak peek...
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Are you ready to unlock the secrets of successfully integrating Customer Experience (CX) into your organization's DNA? This podcast offers valuable insights and actionable strategies.CX initiatives often start as programs, but the real magic happens when CX becomes an integral part of your organizational culture. The ultimate goal? ...
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Ever wondered how to reduce unnecessary customer contacts while boosting your customer experience? Zanna shares her effective approach, revealing how to calculate potential savings, create simple yet impactful business cases, and and ultimately enhance the journeys to prevent contacts that also your customers would love to avoi...
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.In this podcast episode, we delve deep into the essence of customer experience, breaking it down into five goals that guide you through a clear CX transformation journey.💡Goal 1: Understanding How to Impact CX💡Goal 2: Translating Insights to Improvements💡Goal 3: Collaborating Across Silos💡Goal 4: Inspiring Employees to Focus on CX💡G...
Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Dr. Maxie Schmidt is Vice President & Principal Analyst for Forrester on the topic of Customer Experience. In our new podcast Zanna and Maxie unravel the business impact of CX - and no, this is not just about making a business case - and discuss 6 common CX mistakes.They talk about valuable insights for successful CX transformati...
Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Join Lotte Kersten and Zanna as they delve into the future of HR and organizational structures in this thought-provoking podcast. Drawing from a meta-analysis of various HR and non-HR models, Lotte shares key insights on the evolution of organizations and the transition from efficiency towards purpose. She also provides invaluab...
Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Journey Management: Transforming Customer Experiences 🚀Danny Peters is Co-Founder & CEO of Milkymap. Join us in this podcast where we talk about the world of journey mapping and journey management and create true customer centricity through data modelling.Here's why you should tune in:📌 Practical applications: Learn how journey m...
Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Discover the Power of Journey Management 🚀Join me in the captivating conversation I had with Jochem van der Veer, Co-Founder & CEO TheyDo journeymanagement. Together we explore the fascinating world of journey management and its impact on organizations. We discuss how Journey Management can help you to: 📌 Simplify Complexity &...
Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/So… You know the importance of Customer Experience and have generated some insights about the needs of your customers. But how do you excite all colleagues to work on improving this experience? And how can they effectively change their behaviors in their daily work? Zanna and Miranda discuss the 3 key elements to successfully experimenting with new beh...
Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/Discover the power of Journey Mapping with Zanna and Miranda in our latest podcast episode. In just 30 minutes, you'll learn how journey mapping can help you understand what steps your customers go through with your organization, prioritize improvements, and enhance experience. Plus, you'll get valuable insights on the different types of journey mapping...
Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/Is your organization struggling with the extreme broad topic of CX?Do you feel you are speaking a different language when talking about CX?Are your UX-ers claiming CX? Is you Contact Center claiming CX?They are not wrong, but we see it's just not helpful if you are not speaking the same language when it comes to the scope of the different types of experience...
aka Key Statistics for CX Professionals ;)Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/👉 Are you a CX professional struggling to make sense of statistics? 👉 Are you intimidated by the complexity of data analysis? Fear not! Tune in to this podcast and learn how you create steerable information on this fluffy thing called experience. On top of that, you learn about 5 key CX metrics that no one ...
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