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
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” that take zero extra minutes, Zanna shows how to turn fluffy buzzwords into real-world behaviour change.
What you’ll learn in 20 minutes:
- Why every initiative needs a single, customer-anchored storyline.
- How personal-attention drivers 5× outperform speed-fix metrics.
- The magic of ad-hoc journey teams (no org-chart surgery required).
- Co-creating playful micro-habits that stick.
- Embedding purpose into recruitment & onboarding so culture starts on Day 1.
If you’re ready to ditch siloed projects and infuse every department with human centricity, hit play, then share which tiny habit you’ll test this week!
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?
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