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.
Podcasting since 2020 • 56 episodes
Discovering CX Transformation
Latest Episodes
10 Tips To Enhance Employee Experience as a Design Principle | EPS 56
In this episode, Dr. Zanna van der Aa unpacks the exact playbook she uses to weld customer experience (CX) and employee experience (EX) into one unstoppable, human-centric engine. From mapping mirrored journeys to igniting “tiny habits...
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34:50
Five CX Wins Every COO Can Deliver - And the Behaviours That Make Them Happen | EPS #55
In this episode of the C-suite series dr. Zanna van der Aa and Miranda Nijenhuis discuss the top five COO benefits and behaviors for successful CX transformation, aimed at executives who wonder: “How can I make sure that CX transformation in ou...
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29:38
From Ideas to Impact: What Happens When Every Employee Steps into the Customer’s Shoes | EPS #54
In this episode, Zanna sits down with 25-year-old transformation lead Fahed Alshammari to unpack how Zain turned a one-line challenge—“infuse customer experience into the DNA of every Zainer”—into Unity, a region-wide cultur...
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40:17
Interview Rob Paauw (PostNL) | EPS 53
In this episode, I’m joined by Rob, one of the driving forces behind the Journey Factory at PostNL. Together, we explore how customer experience (CX) can move from being a support function to becoming a strategic driver of real business impact....
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29:53
Top 5 CFO Benefits & Behaviors for Succesful CX Transformation | EPS #52
In this podcast, Zanna van der Aa challenges one of the most common requests she hears from leaders: "What’s the business case for CX?" Her response may surprise you. Instead of trying to justify the value of customer experience wit...
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29:36