Curious how CIOs can lead true human-centric digital transformation? This episode unpacks the mindset and behaviours that make it work. Like to explore applying them in your organisation? My LinkedIn DMs are open.
Welcome to another episode in our CX Transformation podcast series. Today, we’re focusing on the role of the CIO (or CDO, or CTO) in driving customer experience transformation. It turns out, IT leaders are often the strongest advocates for human-centric digital transformation.
In this episode, Dr. Zanna van der Aa and Miranda discuss:
The key takeaway? CX transformation isn’t just about better technology—it’s about designing digital solutions that improve both customer and employee experiences. And as a CIO, you have a unique opportunity to lead the way.
If you found this episode valuable, subscribe and share to help bring human-centric transformation to more organizations.
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(00:05) Welcome & Introduction
(00:22) Why this podcast?
(00:33) Defining CIO, CTO, and CDO in CX transformation
(00:56) The role of CIOs in customer experience
(02:31) Five key benefits for CIOs in CX transformation
(02:45) Benefit 1: Preventing sub-optimization
(04:11) Benefit 2: Showing business value
(05:54) Benefit 3: Easier prioritization
(07:42) Benefit 4: Focus on human-centered design
(09:27) Benefit 5: Better talent management
(11:03) Five key behaviors for CIOs in CX transformation
(12:01) Behavior 1: Lead by example
(13:12) Behavior 2: Avoid tech for tech’s sake
(15:05) Behavior 3: Bridge between business and IT
(16:38) Behavior 4: Create room to experiment
(18:20) Behavior 5: Challenge business with customer and employee insights
(20:07) Final thoughts and wrap-up
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
