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
Leadership Activation in CX Transformation EPS #36
For timestamps see below.
Don’t underestimate the importance of leadership in CX Transformation
Make leadership activation part of your program design, involve them as soon as possible and make their roles really tangible.
How?
🚀 Check which levels of leadership you have in your organization
🚀 Customize specific activities for their role
🚀 Onboard every level separately
🚀 Share monthly scores & progress
🚀 Embed the way of working in the hierarchy
In this podcast Zanna talks you through all the steps in detail. Tune in and enjoy!
(01:01) Why this podcast?
(02:49) Check levels of leadership
(05:40) Customize specific activities for their role
(08:09) Onboard every level separately
(09:53) Share monthly scores & progress
(11:22) Embed the way of working in the hierarchy
(14:24) Additional inspiration
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