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.
Discovering CX Transformation
CHRO and CX Transformation | EPS #51
In this episode, we explore the vital role CHROs play in successful CX transformation. We share five key benefits and five concrete behaviors that allow CHROs to drive both employee engagement and customer impact. From onboarding redesign to integrating purpose into leadership development, this conversation offers strategic insights for any HR or CX leader ready to move from theory to measurable transformation.
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(00:39) Why the CHRO matters in CX transformation
(02:15) Benefit 1, talent acquisition and retention
(05:02) Benefit 2, employee experience as a design principle
(08:34) Benefit 3, culture transformation made tangible
(11:02) Benefit 4, driving measurable business impact
(15:33) Benefit 5, getting a seat at the board level
(17:10) Integrating CX in leadership development
(22:15) Redesigning onboarding with purpose
(32:26) The CHRO as transformation leader
More info?
Newsletter -> https://zannavanderaa.com/cxleague/
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