Shows
The CX Quantum LeapAI and CX: Demystifying 5 Beliefs | EPS #58AI is transforming business, but not always in the right direction.In CX, it’s easy to get lost in the hype. Tools that automate workflows are suddenly called “AI,” and efficiency becomes more important than experience.This episode demystifies the five biggest myths about AI in Customer Experience—and shows how leaders can use AI to enhance the human experience instead of replacing it.What you’ll learn:Why workflow automation ≠ AI—and why 90% of your business issues can be solved with the right IT basicsWhy “AI is moving fast” is true for startups, but...
2025-10-2923 min
The Human Centric CEOEmbracing Imperfection: Why Vulnerable CEOs Build Stronger Organizations | Human Centric CEO Series | EPS #7What happens when leaders embrace imperfection and humanity? This episode dives deep and if you’d like to explore how to build trust-based leadership in your organisation, just send me a DM on LinkedIn.In this episode, I welcome leadership expert Richard Stark (Egon Zehnder) for an in-depth conversation about the evolving dynamics of modern leadership. Together, we explore how trust, authenticity, and a more human-centric approach are transforming the way we lead.Key Takeaways:- The new trust equation: combining professionalism with humanity.- How vulnerability can strengthen leadership and create me...
2025-08-1443 minThe Human Centric CEOLeadership Eats Culture: How CEOs Shape Everything | Human Centric CEO Series | EPS #3Meaningful leadership goes far beyond hitting targets. If you’re ready to weave purpose into your daily work, DM me on LinkedIn to dive deeper.What does it take to make a business thrive for the long term? Hint: It’s not just about profit. In this heart-to-heart conversation, Naiara Cantabrana and Zanna discuss how human-centric leadership can be a game changer. Naiara, who has spent two decades at Randstad, reflects on the lessons she’s learned about aligning business goals with the well-being of employees and customers.Prefer the video version? Check out on YouTub...
2025-08-1446 minThe Human Centric CEOBalancing People and Profits in Numbers-Driven World | Human Centric CEO Series | EPS#2Curious how a human-centric CEO really thinks and acts? Nawaf’s story might spark ideas for your own journey. If you’d like to explore what this could look like in your organisation, just drop me a DM on LinkedIn.In this first episode of the Human Centric CEO series of videopodcasts, host dr. Zanna van der Aa sits down with Nawaf Al-Gharabally, CEO of Zain Kuwait, to dive deep into the world of Customer Experience (CX) transformation and Human Centricity.Prefer the video version? Check out on YouTube!For timestamps see below....
2025-08-1336 minThe Human Centric CEOConnect Employees Directly to Purpose Through Customer Impact | Human Centric CEO Series | EPS#1Join dr. Zanna van der Aa and Professor Dan Cable from London Business School as they explore the concept of human-centric leadership. Wondering how to make this tangible for you? Just send me a DM on LinkedIn.Prefer the video version? Check out on YouTube!For timestamps, see belowIn this insightful and energizing conversation, they discuss how CEOs can foster a culture of purpose and engagement within their organizations.The podcast delves into practical strategies for injecting purpose into daily work, the importance of connecting employees with customers, and how small...
2025-08-1347 minThe CX Quantum Leap10 Tips To Enhance Employee Experience as a Design Principle | EPS #56In Podcast #56 we dive into the big question: how do you use Employee Experience (EX) as a design principle for every CX-transformation? Want to explore and learn more after this podcast? Just send me a DM on LinkedIn! Zanna explains why the mantra “there’s no CX without EX” only matters when you make it concrete. Expect straight-talking examples, behavioural-science nuggets and loads of practical energy. You’ll learn:how customer drivers translate one-to-one into meaningful work for employees; why “tiny habits” accelerate culture change without adding time to anyone’s day; the three weekly questions...
2025-06-0634 minThe CX Quantum LeapFive CX Wins Every COO Can Deliver - And the Behaviours That Make Them Happen | EPS #55Turning CX from a project into daily practice takes more than slogans. This episode shares a practical COO playbook and if you’d like to explore bringing this to life, just drop me a DM on LinkedIn. 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 our organization is successful?” Here are the 5 most valuable insights summarized: Customer-led efficiency unlocks big co...
2025-05-3029 minThe CX Quantum LeapFrom Ideas to Impact: What Happens When Every Employee Steps into the Customer’s Shoes | EPS #54Embedding CX into culture isn’t easy, but it’s possible. This episode unpacks a real-world playbook from Zain. If you’re keen to explore how to build the same momentum, feel free to connect with me through DM on LinkedIn. 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 culture movement. Fahed traces his leap from a dusty construction site to Zain’s innovation hub, where he helped crowd-source 6...
2025-05-2240 minThe CX Quantum LeapTop 5 CFO Benefits & Behaviors for Succesful CX Transformation | EPS #52Tired of defending CX with vanity metrics? This video shows how to anchor it in hard data and if you’d like to discuss applying this approach, just drop me a DM on LinkedIn.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 with more benchmarks or theoretical slides, Zanna explains why this question often signals a deeper problem — and how to reframe the convers...
2025-04-2929 min
The Cup and Saucy Book ClubInterview with Denise WilliamsIn Our CupsZanna - Coffee from Electric City Roasters in Anderson, SCJen - Yorkshire Red Label from Taylors of HarrogateOur GuestDenise WilliamsMentioned in This EpisodeIndies Invade PhillyJanuary LaVoyBride by Ali HazelwoodWill DamronShane EastLauren BlakelyDavid SedarisPenguin Random HouseBill Bryson - At HomeCassandra NewbauldScribophileChloe HolidaySteamy Lit Con
2025-03-3144 minThe CX Quantum LeapTop 5 CIO Benefits & Behaviors for CX Transformation | EPS #47Curious 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: Why CIOs play a crucial role in CX t...
2025-03-0721 min
Linking ArmsPart 2: Zanna Foley on Fruitful LivingCELEBRATE is right around the corner! Book your tickets today!
Episode Overview
In this follow-up conversation, Zanna Foley returns to dive deeper into what it truly means to live a fruitful life. Building on the garden analogy from the previous episode, we discuss the difference between fruitfulness and busyness, the importance of aligning with God’s will, and how to recognize and cultivate fruit in your life.
Zanna shares practical insights on how to stay intentional, exercise patience, and surround yourself with community and accountability. Whether you’re in a season of planting, waiting, or harv...
2025-02-1827 minThe CX Quantum LeapThe Value of Direct Feedback is Highly Overrated | EPS #46Relying on direct feedback to fix CX? This episode shows why that often falls short. If you’d like to explore smarter, driver-based approaches for your organisation, just send me a DM on LinkedIn.In this episode, Zanna van der Aa and Miranda Nijenhuis explore a key topic in Customer Experience (CX): why the value of direct feedback is often overrated.Many companies, especially those just beginning their CX journey, immediately focus on direct feedback. But is this really the best approach? Zanna breaks it down step by step:What direct feedback is and ho...
2025-02-1816 min
Ontdek CX TransformatieTiny Habits bij Allianz Benelux met Martijn HuismanDeze keer zijn de rollen even omgedraaid en is Zanna te gast in Rotterdam bij host Martijn Huisman van Allianz Benelux! Alleen al de introductie die Martijn heeft gemaakt is de mooiste die ze ooit gehad heeft 🙏In 2024 heeft Allianz de Tiny Habits aanpak van Zanna geïmplementeerd om zowel een CX als een EX thema te verbeteren. Martijn en Zanna gaan met elkaar in gesprek over het waarom van Tiny Habits, hoe deze aanpak succesvol bij Allianz is toegepast en hoe Allianz de Tiny Habits methode verder gaat uitrollen om de samenwerking tussen afdelingen onderling te verg...
2025-02-1429 minLinking ArmsPart 1: Zanna Foley on Fruitful LivingIn this episode, host Nadine Dyer welcomes Zanna Foley, entrepreneur, health and wellness advocate, and owner of SWEATHOUZ in Carmel and Broad Ripple. Zanna shares her personal journey of navigating seasons of chaos and healing to step into a life of fruitfulness. Through faith, intentional pruning, and self-discovery, she reveals how she’s learned to align her actions with her purpose while balancing family, business, and personal growth.
This episode is a heartfelt exploration of what it means to be truly fruitful—not just busy, but productive in ways that bring purpose, healing, and joy. Whether you’re in...
2025-02-0423 minThe CX Quantum LeapStop Throwing Service Design at every problem | EPS #43Service design is powerful, but it’s not a silver bullet. This conversation shows when to use it — and when not to. If you’d like to discuss what fits best for your challenges, feel free to connect with me through DM on LinkedIn.In this episode, Dr. Zanna van der Aa and Miranda Nijenhuis dive deep into the widespread hype of service design and discuss why companies often struggle to apply it effectively. While service design is a powerful tool for innovation, it's not always the right fit for every challenge—sometimes, simple
2025-01-2221 minThe CX Quantum LeapInterview Richard Stark (Egon Zehnder) | Human Centric CEO Series | EPS #42What happens when leaders embrace imperfection and humanity? This episode dives deep and if you’d like to explore how to build trust-based leadership in your organisation, just send me a DM on LinkedIn.In this episode, I welcome leadership expert Richard Stark (Egon Zehnder) for an in-depth conversation about the evolving dynamics of modern leadership. Together, we explore how trust, authenticity, and a more human-centric approach are transforming the way we lead.Key Takeaways:- The new trust equation: combining professionalism with humanity.- How vulnerability can strengthen leadership and create me...
2025-01-1743 minThe CX Quantum LeapInterview Naiara Cantabrana (Randstad) | Human Centric CEO Series | EPS#38Meaningful leadership goes far beyond hitting targets. If you’re ready to weave purpose into your daily work, DM me on LinkedIn to dive deeper.What does it take to make a business thrive for the long term? Hint: It’s not just about profit. In this heart-to-heart conversation, Naiara and Zanna discuss how human-centric leadership can be a game changer. Naiara, who has spent two decades at Randstad, reflects on the lessons she’s learned about aligning business goals with the well-being of employees and customers.Prefer the video version? Check out on YouTube! F...
2024-11-1846 min
The Cup and Saucy Book ClubInterview with author Monica Ross*Note about this episode. We sometimes record episodes out of order. This is one of those times. Zanna will drink the peanut butter whiskey in our next episode with Brenna Aubrey. Enjoy!In Our CupsZanna - Egyptian Mint TeaJen - Watermelon Mint Spa WaterOur GuestMonica Rosswriting as Monica Enderle PierceMonica's AIP Pinterest BoardMentioned in This EpisodeAsheville Tea CompanyVoice Actors Go Fund Me is closed, but Kate Stewart, author of the...
2024-11-0436 minThe CX Quantum LeapLeadership Activation in CX Transformation EPS #36For timestamps see below.Don’t underestimate the importance of leadership in CX TransformationMake 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 hierarchyIn this podcast Zanna talks you through all the steps in detail. Tune in a...
2024-10-3120 minThe CX Quantum LeapInterview Dan Cable (London Business School) | Human Centric CEO Series | EPS#35Join dr. Zanna van der Aa and Professor Dan Cable from London Business School as they explore the concept of human-centric leadership. Wondering how to make this tangible for you? Just send me a DM on LinkedIn.Prefer the video version? Check out on YouTube!For timestamps, see belowIn this insightful and energizing conversation, they discuss how CEOs can foster a culture of purpose and engagement within their organizations.The podcast delves into practical strategies for injecting purpose into daily work, the importance of connecting employees with customers, and how small...
2024-10-3147 minThe CX Quantum LeapInterview Nawaf Al-Gharabally (CEO Zain Kuwait) | Human Centric CEO Series | EPS#34Curious how a human-centric CEO really thinks and acts? Nawaf’s story might spark ideas for your own journey. If you’d like to explore what this could look like in your organisation, just drop me a DM on LinkedIn.In this first episode of the Human Centric CEO series of videopodcasts, host dr. Zanna van der Aa sits down with Nawaf Al-Gharabally, CEO of Zain Kuwait, to dive deep into the world of Customer Experience (CX) transformation and Human Centricity.Prefer the video version? Check out on YouTube!For timestamps see below....
2024-10-0436 minThe CX Quantum Leap10 Steps to Build Journey & Channel Teams EPS #33For timestamps see below.💡 Do you recognize this?You have a lot of valuable insights from all the measurements you do, but there is no execution power to actually improve the customer experience.Time to start building journey and channel teams!In this podcast, Zanna talks you through the 10 steps to successfully build your own teams. She shares everything you need to know about:How to select suitable participantsHow to invite them to the team in a special wayHow to prepare the onboarding kitHow to orga...
2024-09-2524 minThe CX Quantum LeapLevel Up from Operational to Transformational CX EPS #32For timestamps see below.Stuck in Operational CX?👉 CX is a separate team or department👉 You’re measuring touchpoints and/or channels👉 You’re struggling to mobilize others 👉 There are mainly analysis and little executionTime to move to Transformational CX!In this podcast Zanna talks you through 10 ways that can help you make this move.If you want to know more about:✔️ A clear CX Compass✔️ A storyline that connects all the dots✔️ The most important p...
2024-09-1231 min
The Cup and Saucy Book ClubInterview with author and narrator Chris BrinkleyIn Our CupsZanna - Passionfruit infused ice waterJen - Strawberry Basil spa waterChris - Slippery Elm Throat Coat from Traditional Medicinals Our GuestChris BrinkleyThe Story of Us SeriesMentioned in This EpisodeBend Toward the Sun by Jen Devon Penny Reid - Winston Bros Series and Green Valley SeriesSmartyPants RomanceBook BonanzaSpring Grove PodcastTom Bodett News from Lake WoebegoneOur Book...
2024-08-0545 minThe Cup and Saucy Book ClubBonus Episode: Book Review Round Up 1In Our CupsZanna - Homemade LimeadeJen - Tisane Fruites Rouge from Place de Vogues, ParisReviewed in this EpisodeThe Keeper of Happy Endings by Barbara DavisThe Devil Made Me Brew It by Sarah PiperThe Grumpy Billionaire by Annika MartinMentioned in This EpisodeRobin SiegermanHope NewhouseSamantha BrentmoorShane EastLuciferPractical MagicHallmark ChannelThe Good WitchDante's Inferno
2024-07-2958 minThe CX Quantum LeapSuccessful Journey Management in 7 steps EPS #30For timestamps see below.More and more organizations are using journey management tools such as Milkymap and TheyDo. But they drown in the amount of options that such a tool offers.How do you prevent this for your organization?Go through the 7 steps that Zanna & Miranda discuss in this podcast and make a conscientious choice whether you need a journey management tool and if so, how it should support you.📌 Step 1 Make a list of all journeys within your organizations on 2 levels.📌 Step 2 Collect data t...
2024-07-1119 minThe CX Quantum LeapDiscovering CX Transformation to foster Human Centricity EPS #31For timestamps see below.This year, Zanna has been working in the field of customer experience for 25 years. In this podcast, she shares her own discovery journey, using CX transformation to forster human centric organization without making it super fluffy and complex.What can you expect?Defining Human-Centricity in Organizations Zanna explains the difference between product-centric, customer-centric, and human-centric organizations, emphasizing the importance of integrating employees, customers, and purpose.Development of Driver Analysis Technique Zana talks about her PhD work and the development of a statistical driver an...
2024-07-1124 min
The Cup and Saucy Book ClubInterview with author Brynne WeaverIn Our CupsZanna - Kiss Me Goodnight, Zanna's blend for Adagio TeasJen - Cookies and Cream MilkshakeOur GuestBrynne WeaverIn Her Cup - Louis Roederer Rosé ChampagneButcher & Blackbird Review EpisodeMentioned in this EpisodeAlibi BookshopDexterMiss Fisher's Murder Mysteries Texas Chainsaw MassacrePsychoSilence of the LambsEric NolanSamantha BrentmoorThis episode was recorded on April 8th, 2024.
2024-06-0344 minThe CX Quantum Leap10 Survey Tooling Mistakes & How to Avoid Them EPS #28For timestamps see below.You use this tool to send your customer and employee experience surveysbut you struggle getting the best out of the insights it provides…Listen to this podcast for 10 very clear pointers on how to manage to get the best value out of it. The 10 topics that are discussed:Short Survey ReligionNowadays it’s very common to ask a customer one question followed by an open text for feedback. But does this provide the insights you need to improve structurally and effectively?Maxim...
2024-05-0825 minOntdek CX TransformatieSurvey Tools: De 10 Meest Voorkomende Fouten AFL #17Meld je aan voor de Champions League van Customer Experience Transformatie!Schrijf je in voor wekelijkse inspiratie: https://zannavanderaa.com/join-cx-league-nl/Scrol naar beneden voor timestamps. Herkenbaar?Je maakt gebruik van een tool om surveys te versturen maar je kunt niet het maximale halen uit de inzichten die dit vervolgens opleverten je mist de onderzoeksachtergrond om precies te duiden waar dit in zit. Luister deze podcast voor 10 tips om de belangrijkste fouten te voorkomenen wél het maximale uit je metingen te halen.
2024-05-0722 min
The Cup and Saucy Book ClubDouble Pucked by Lauren BlakelyIn Our CupsZanna - Assam Melody by Adagio TeasJen - Lemon water and Jen's Singer's TeaBook ReviewedDouble Pucked by Lauren BlakelyMentioned in This EpisodeSamantha BrentmoorJF HardingRobert HatchettPink Stanley CupDallas - Bobby EwingAudiobook Publishers Association Awards - The Audies - YouTubeWhat is Zanna Reading Next?Go to our socials @cupandsaucybooks to vote for your choiceHe's Not My Type by...
2024-03-0444 minThe CX Quantum LeapInterview with Sandra Thompson (Ei Evolution) on the Impact of Emotional Intelligence in Customer and Employee Experience EPS #26For timestamps see below.“We are designed to connect.” Sandra ThompsonSandra is Customer & Employee Experience Consult and an expert in the field of emotional intelligence. In this podcast Zanna and Sandra discuss topics like:🔎 Daniel Goleman's Emotional Intelligence Theory: Highlighting components like self-awareness, self-management, social intelligence, and relationship management.🔎Technology and Human Connection: The conversation explores how technology can enhance human connection and emotional intelligence, bridging gaps in understanding and empathy.🔎Impact of Emotional Intelligence in Organizations: Sandra shares real-world examples where emotional intelligence implementation led to positive ch...
2024-02-1246 minThe CX Quantum LeapInterview Kinga & Lotte on Generational Insights and How to Engage Gen-Z EPS #25For timestamps see below.Join Zanna when she talks with experts Kinga Wojtas and Lotte Kersten about the dynamics of generational differences in the workplace. Kinga and Lotte are very passionate and knowledgeable about the topic of generations. They have done great research on this topic but more importantly translated their findings into super concrete insights and actionable exercises for organisations.In this podcast they share practical strategies for enhancing collaboration and productivity across generations and talk about the importance of recognizing and embracing generational diversity to foster a more inclusive and harmonious w...
2024-02-0941 minOntdek CX TransformatieInterview Sanne Kistemaker (Muzus) over de Impact van Social Design voor een Betere Maatschappij #AFL 11In deze podcast interviewt Zanna Sanne Kistemaker. Samen met haar zus Neele is zij medeoprichter van Muzus. 12 jaar geleden heeft Muzus vanuit service design de focus verlegd naar maatschappelijke vraagstukken, oftewel Social Design. De onderwerpen die onder andere aan bod komen zijn:👉 Gebruik van Context Mapping Een belangrijk instrument in social design is context mapping. Hiermee kunnen latente behoeftes naar boven worden gehaald, wat een diepgaander begrip oplevert dan louter kwantitatieve methoden. De combinatie van kwalitatief en kwantitatief onderzoek biedt een holistisch inzicht in de doelgroep en versterkt het vermogen om oplossingen te...
2024-01-2448 minOntdek CX TransformatieDe Zin en Onzin van NPS en CES AFL #8Luister deze podcast om alles te weten te komen over de Zin en Onzin van de Net Promoter Score (NPS) en de Customer Effort Score (CES).Zanna neemt je mee naar het ontstaan van beide metrics en vertelt van hieruit over:📌 Waar je deze metrics gebruikt en niet📌 Wat er mis gaat in de Rootcause Analyse van NPS📌 Een goede manier van benchmarkenOok bespreken Zanna en Miranda waarom NPS geen geschikte metric is voor overheidsinstanties. (01:01) De geschiedenis van NPS(05:01) NPS Rootcause Analyse (08:45) Rationele antwoorden(10:48) Benchmarken(13:15...
2024-01-1018 minOntdek CX TransformatieDe 7 Manieren om CX Transformatie in het DNA van jouw organisatie te krijgen AFL #10Het eerste jaar is iedereen waarschijnlijk nog super enthousiast.Maar hoe integreer je klantbeleving echt in het DNA van jouw organisatie?En hoe zorg je ervoor dat het blijft leven?In deze podcast bespreken Zanna en Miranda 7 manieren om dit te doen.De volgende onderdelen komen aan bod:🎯 Recruitment🎯 Training & Onboarding🎯 Communicatie🎯 Meetings🎯 Leiderschap🎯 Sturing & KPI’s 🎯 Energie & PlezierZanna spreekt ook over Tiny Habits voor senior leiders. Klik op deze link voor een voorbeeld.Luister de hele podcast of gebruik onderstaande...
2024-01-1020 minOntdek CX TransformatieTiny Habits als Gamechanger voor Succesvolle CX Transformatie AFL #9Je hebt de klantreis in beeld gebracht en de belangrijkste knoppen gevonden.Het is tijd om te gaan verbeteren!Hier gaan Tiny Habits je zeker bij helpen.Je zet Tiny Habits in om verbeteracties te realiseren die gelinkt zijn aan gedrag.En gedrag is vaak de belangrijkste knop voor het verbeteren van de tevredenheid.Waarom Tiny Habits gebruiken?Omdat ze je helpen bij het heel concreet en tastbaar maken van een soms groots en meeslepend verbeterprogramma.In deze podcast neemt Zanna je mee in:
2024-01-1023 minOntdek CX TransformatieDe 5 Cruciale CX Metrics AFL #7In deze podcast neemt Zanna je mee in iets wat iedere CX professional zou moeten kennen; de basis van statistiek. Dit gaat je namelijk helpen om impact te maken binnen jouw organisatie!Onderwerpen als de verschillende statistische technieken, responspercentage en het vinden van de werkelijke, latente drivers komen aan bod. Zanna & Miranda sluiten de podcast af met het bespreken van de 5 cruciale CX metrics.👉 Doorlooptijd 👉 First time fix👉 Data voor het prioriteren van klantreizen 👉 Het aandeel van klanten dat jouw organisatie belt👉 Pareto bij het in kaart brengen van klantreizen
2024-01-1025 min
The Cup and Saucy Book ClubButcher and Blackbird by Brynne WeaverIn Our CupsZanna - Single Estate Kona Coffee from Kona Coffee and Tea CoJen - Bridgerton Mint Chocolate Tea from Republic of TeaReviewedButcher and Blackbird by Brynne WeaverPerformed in duet by Joe Arden and Lucy RiversTrigger Warnings: Please note that this is a romantic comedy about two serial killers. Read the trigger warningsMentioned in this EpisodeDexterThe Plight Before Christmas by Kate Stewart - review episodeIn our next review episode...
2024-01-0142 min
The Cup and Saucy Book ClubThe Plight Before Christmas by Kate StewartIn Our CupsZanna - There’s Only One Bed Trope Tea from The Ripped BodiceJen - Crockpot Wassail (secret family recipe)ReviewedThe Plight Before Christmas by Kate StewartPerformed in duet by Joe Arden and Maxine MitchellMentioned in this EpisodeThe Ravenhood Trilogy by Kate StewartThe Chameleon Effect by Joe Arden Ghosted by J.M. DarhowerHallmark ChannelPassionflixZanna’s Assigned Reading for Season 2Butcher & Blackbird by Bryn...
2023-12-0446 minOntdek CX TransformatieDe Drivers van Medewerkerbeleving AFL #5Zonder een goede Medewerkerbeleving geen goede Klantbeleving. Daarom is het belangrijk om ook de drivers van medewerkers te kennen. In deze podcast neemt Zanna je mee op dit onderwerp. Zij bespreekt met Miranda onder andere:👉 De scope van Medewerkerbeleving👉 Meetmethoden van Medewerkerbeleving👉 Problemen met bestaande metingen👉 Bevindingen & Focusgebieden👉 Implementatie & Opvolging van MedewerkerbelevingVeel plezier met luisteren!(00:21) Inleiding tot Medewerkerbeleving(03:33) Scope van Medewerkerbeleving(05:54) Workshops en Meetmethoden(09:34) Problemen met Bestaande Metingen(13:45) Bevindingen en Focusgebieden(16:21) Implementatie en Opvolging
2023-11-1718 minOntdek CX TransformatieDe Kracht van de Klantreis AFL #3Klantreizen is 1 van de 3 kernelementen van Klantsignaalmanagement. Maar wat bedoelen we precies als we het hebben over een Klantreis? En hoe gebruik je de Klantreis om te prioriteren & de Klantbeleving te verbeteren? In deze podcast beantwoordt Zanna deze vragen en bespreekt ze met Miranda hoe je een Klantreis in beeld brengt tijdens een workshop. (00:23) Definitie van de Klantreis(00:04:27) Touchpoints en Kanalen(00:07:42) Verschillende types Klantreizen(00:11:43) De Kracht van de Klantreis(00:16:15) Samenwerken met de Klantreis als startpunt(00:18:37) Klantreis Workshop(00:23:41) Vijf Mantra's(00:28:19) De Klantreis in Beeld Brengen...
2023-11-1733 min
The Cup and Saucy Book ClubInterview with audiobook narrator Katie ThompsonIn Our CupsZanna - Very Cherry by David’s Tea Jen - Blackberry Raspberry Hibiscus by Bigelow Botanicals GuestKatie ThompsonMentioned in This EpisodePlease note: This episode was recorded on August 5, 2023 and “upcoming” release dates my have changed.Light Kissed by DV LeighMartini Mondays by JL BrannickThe Kingdoms Divided by GK ArcherReckless by ZepphoraTeddy HamiltonMeghan QuinnKate StewartJoe ArdenM...
2023-11-1326 min
The Cup and Saucy Book ClubDirty Letters by Vi Keeland and Penelope WardIn Our CupsZanna - Pumpkin Pie Herbal Organic from Everything TeaJen - French Market Blend from Cafe du MondeZanna is ReadingDirty Letters by Vi Keeland and Penelope WardSPOILER ALERT - We talk quite a bit about the plot in this episode, you may want to read the book before listening.Trigger Warnings: This book deals with a number of mental health issues, off-book traumatic events, and parental deaths. Please consider your own mental health before reading or listening to this episode.
2023-11-0646 min
The Cup and Saucy Book ClubBonus Episode: Spilling the Tea - Book EventsIn Our CupsWe were in Las Vegas drinking hotel coffees. We don’t recommend.Mentioned in this EpisodeThe links below are for future events when available. Please check the corresponding Facebook groups for updates if tickets are currently sold out. Readers Take DenverRomance Invades the Canadian RockiesWild & Windy in the CitySteamy Lit ConHopelessly DevotedLust in the Low CountryIndies Invade PhillyLove N VegasRARE EventsBo...
2023-10-3044 minThe CX Quantum LeapInterview Sam Stern (LinkedIn) about the Power of a Customer-Centric Culture EPS #22For timestamps see below.Do you want to transform your organization into a customer-centric powerhouse?Sam Stern is Customer Experience Expert at LinkedIn and a former CX analyst at Forrester. In this podcast Zanna and Sam delve deep into the concept of a customer-centric culture. 6 Reasons to tune in:👉 1. Alignment Across the BoardLearn how a customer-centric culture ensures that every member of your team, from behind-the-scenes employees to customer-facing staff, comprehends how their daily efforts contribute to delivering exceptional customer experiences. This alignment is the secret sau...
2023-10-2542 min
The Cup and Saucy Book ClubInterview with author and narrator The Real Joe ArdenIn Our CupsZanna: Why Talk When We Can Pine - Trope Tea from The Ripped BodiceJen: Vanilla cold brew from Chameleon Coffee CompanyGuestJoe Arden - Intelligentsia Coffee Linktree for The Real Joe ArdenBook mentionedThe Chameleon EffectMentioned in this episode:Mitch HedbergMaxine Mitchell Arden’s GardenJoe Arden’s Audio Attic on PatreonBlue Nose AudioCJ BloomCD ReissAnto...
2023-10-2352 minThe CX Quantum Leap3 pitfalls of engaging leadership in CX transformation | EPS #21For timestamps see below.Are you curious about the inner workings of Customer Experience (CX) transformation and the pitfalls that CX teams encounter when trying to engage leadership? If so, you will definitely like this podcast!We delve into the world of CX transformation and explore three major pitfalls that organizations stumble upon. Here's a sneak peek into what you can expect:Pitfall 1: Relying on Business Cases for EngagementDiscover how some organizations mistakenly believe that a business case is the golden ticket to engaging leadership...
2023-10-1719 minThe CX Quantum Leap7 ways to get CX transformation in the DNA of your organisation | EPS #20For timestamps see below.Are you ready to unlock the secrets of successfully integrating Customer Experience (CX) into your organization's DNA? This podcast offers valuable insights and actionable strategies.CX initiatives often start as programs, but the real magic happens when CX becomes an integral part of your organizational culture. The ultimate goal? Integrating CX in every facet of your operations.Tune in and discover the 7 ways to integrate CX in the DNA of your organisation. In this podcast we explore the 7 practical tips for effectively integrating CX. From recruitment to...
2023-10-1723 min
The Cup and Saucy Book ClubInterview with author Jaine DiamondIn Our CupsZanna: Alberta Rose Sencha from Jolene’s Tea HouseJen: Blueberry Bliss from TealishGuestJaine Diamond - organic chai from David’s Tea@jainediamond on TikTok and InstagramBooks mentionedVan City Villains SeriesHandsome DevilIrresistible Rogue - available October 17thMentioned in this episode:Samantha Brentmoor - narratorConnor Crais - narratorLee Samuels - narratorBrick Shop Audio - audiobook production houseIndi...
2023-10-1630 min
The Cup and Saucy Book ClubInterview with voiceover artist Damon AlumsIn Our Cups Zanna - Zanna’s ChaiJen - Apple Crumble Infusion from T2Our GuestDamon Alums@urbanlegendvo on TikTok and InstagramMentioned in this episodeBlue Nose AudioBlaze by Janie CrouchRebel Galaxy OutlawTerra InvictaKevin ConroyElf Quest ToonShameik MooreThe Mate Games by K. Lorraine and Meg AnneStella HunterTeddy HamiltonJason ClarkeJF HardingJames JosephJacob MorganJohn HartleyShane EastMorris Ch...
2023-10-0928 minOntdek CX TransformatieIntroductie Publieke Beleving AFL #0In deze eerste aflevering maak je kennis met de hosts van deze podcast dr. Zanna van der Aa en Miranda Nijenhuis. Zanna heeft meer dan 20 jaar ervaring met beleving- en transformatietrajecten en ze heeft een proefschrift gedaan rondom klant- en medewerkerbeleving. Miranda zit ook al zo'n 15 jaar in het klantbeleving vak.De missie van deze podcast is om de transformatie naar een meer mensgerichte overheid concreet handen en voeten te geven via klant- en medewerkerbeleving.In deze introductie aflevering lichten we ook een klein tipje van de sluier welke volgende afleveringen je kunt verwachten.
2023-10-0509 minOntdek CX TransformatieWat is Klantsignaalmanagement? AFL #1Veel overheidsinstanties hebben in de afgelopen jaren klantsignaalmanagement geïmplementeerd of zijn daar nog mee bezig. Maar wat is het nu precies?Zanna neemt de luisteraar mee in de 3 kernelementen van klantsignaalmanagement:klantreizenklantonderzoekklantcontactOok deelt ze de meest gemaakte fout of uitdaging waar veel organisaties mee worstelen om klantsignaalmanagement succesvol naar de hele organisatie uit te rollen.Meer info?Nieuwsbrief -> https://zannavanderaa.com/join-cx-league-nl/LinkedIn -> https://www.linkedin.com/in/zannavdun/YouTube -> https://www.youtube.com/@dr.zannavanderaaWebsite -> https://zannavanderaa.com/E...
2023-10-0515 minOntdek CX TransformatieDe 5 typen beleving en hoe je deze meet AFL #2Naast het raamwerk van Klantsignaalmanagement in de vorige aflevering, zijn de 5 typen beleving een belangrijk 2e raamwerk waar je gebruik van kunt maken.Zanna neemt je mee in de 5 typen beleving en welke indicatoren bij welk type beleving horen (denk aan de Net Promotor Score (NPS), tevredenheid of de Customer Effort Score (CES)):Merkbeleving (ja, deze is ook relevant voor overheid!)KlantbelevingMedewerkerbelevingService belevingUser experience (gebruikerservaring)Ze legt uit waarom deze 5 typen relevant zijn en hoe deze 5 specifiek toe te passen in de context van de overheid. Daarnaast legt ze ook uit waarom sommige indicatoren vaak...
2023-10-0521 min
The Cup and Saucy Book ClubGhosted by J.M. DarhowerIn Our CupsZanna - Pumpkin Chai from The Spice & Tea ExchangeJen - Snowed Inn by Trope Tea from The Ripped BodiceReviewed Ghosted by J.M. DarhowerNarrated by Maxine Mitchell and Joe ArdenMentioned in this episodeJoe Arden’s Patreon - The Audio Attic*The Chameleon Effect by Joe ArdenNext Assigned ReadingDirty Letters by Vi Keeland and Penelope Ward. Upcoming episodesOctober 9th - voiceover artist Damon Alums...
2023-10-0235 min
The Cup and Saucy Book ClubInterview with narrator Troy DuranIn Our CupsZanna - Relax by T2Jen - Love Tea #3 from Kitchen Witch GourmetOur GuestTroy Duran@troyduranvoice on TikTok , @duran.troy on Instagram, and FacebookMentioned in this episodeDark Star Romance Audiobooks Narrator Marnye Young Author J.T. Geissinger - PenpalNarrator Angelina RoccaInfluencer Tiffany PorterAuthor Kelsie Rae - Don’t Let Me BreakAuthor Cassandra RobbinsAuthor Riley EdwardsAuthor Trilina Pu...
2023-09-2538 min
The Cup and Saucy Book ClubInterview with author Kayley LoringIn Our CupsZanna - Cinnamon Rooibos Chai from ParomiJen - Fireweed Tea from Klondike Doughboy Shop, Skagway, AlaskaGuestKayley LoringIG: @KayleyLoringFB: Kayley Loring Ville - Facebook GroupBooks mentionedThe Brodie BrothersFunny Business Attachment TheoryGood VibrationsA Very Holiday SeriesA Very Bossy ChristmasA Very Friendly Valentine’s DayA Very Vegas St. Patrick’s Day (co-written with Connor Crais)A Very Grumpy Father’s DayNarrators mentionedConnor CraisMackenzie CartwrightEmily Woo Ze...
2023-09-1837 min
The Cup and Saucy Book ClubInterview with narrators Christian Black and Laurie WestIn Our CupsZanna - Charleston Breakfast Tea from Charleston Tea GardenJen - Jen's Singers Tea (secret recipe)Our GuestsChristian Black and Laurie WestInstagram: @ChristianBlackAudio @LaurieWest_AudiobooksMentioned in this episodeJames PattersonVC AndrewsStill Beating by Jennifer HartmannParks & RecreationThe Great Gatsby by F. Scott FitzgeraldSugar and Skulls by LM Terry (Rebel Skulls MC Series)The Trouble with Love by Kat T Masen (Forbidden...
2023-09-1143 min
The Cup and Saucy Book ClubThe Intern by Serena AkeroydIn Our CupsJen AND Zanna: Fireweed Tea from Skagway, AlaskaReviewed in this episode:The Intern by Serena AkeroydTrigger Warnings: in-book workplace sexual assault, homophobic slurs, mentions of off-book suicide. Information and resources regarding sexual assaultSteamy Lit ConUpcoming EpisodesSeptember 11 - Narrators Christian Black and Laurie WestSeptember 18 - Author Kayley LoringSeptember 25 - Narrator Troy Duran(Note from Jen: you won’t want to miss the comedy gold in this one!)...
2023-09-0443 min
The Cup and Saucy Book ClubInterview with audiobook narrator Maxine MitchellIn Our CupsZanna: Alberta Rose Sencha by Jolene’s Tea HouseJen: Mango MargaritaMaxine MitchellMaxine’s Earbuds (reader’s group on Facebook)@NarratorMaxine on InstagramAuthors, Narrators, and Events mentioned in this episode:Please note: narrators without links may be using a pseudonym and may not have websites using that name.Samantha BrentmoorThese Walls Can Talk Erin MallonEmma Wilder - narratorGhosted by J.M DarhowerThe Ravenhood Trilogy and The Pl...
2023-08-2841 minThe CX Quantum LeapMastering Customer Experience: The 5 Essential Goals for CX Transformation | EPS #18For timestamps see below.In this podcast episode, we delve deep into the essence of customer experience, breaking it down into five goals that guide you through a clear CX transformation journey.💡Goal 1: Understanding How to Impact CX💡Goal 2: Translating Insights to Improvements💡Goal 3: Collaborating Across Silos💡Goal 4: Inspiring Employees to Focus on CX💡Goal 5: Financial Impact of CX ImprovementsZanna designed, based on her global experience, this clear path to elevate your CX game. With a dynamic blend of insights, how to's, and practical examples she navigates throug...
2023-08-2435 minThe CX Quantum LeapUnveiling the Power of Service Experience | EPS #19For timestamps see below.Ever wondered how to reduce unnecessary customer contacts while boosting your customer experience? Zanna shares her effective approach, revealing how to calculate potential savings, create simple yet impactful business cases, and and ultimately enhance the journeys to prevent contacts that also your customers would love to avoid.Tune in to learn more about:💡 Understanding the Scope of Service Experience💡 The Two Perspectives of Service Experience💡 Metrics for Measuring Experience💡 The Power of Preventing Contacts💡 Quality of Call Registration and Journey Analysis...
2023-08-2423 min
The Cup and Saucy Book ClubInterview with audiobook narrator Shiloh JamesIn Our CupsZanna: Spirit Lake Organic Herbal - Jolene’s Tea HouseJen: White Rose tea - Numi TeaShiloh: Licorice Root herbal - Traditional MedicinalsGuest Socials Instagram: @shiloh_james_voTikTok: @shiloh.James.VOShiloh will be a signing narrator at Readers Take Denver 2024 and Dark Star ‘24Authors, Narrators, and Events mentioned in this episode:Please note: narrators without links may be using a pseudonym and may not have websites using that name. Sebastian YorkAn...
2023-08-2128 min
The Cup and Saucy Book ClubInterview with historical suspense author Rob SambornIn Our CupsZanna - Kiss Me Goodnight (Zanna’s blend) from Adagio TeasJen - Hibiscus and rose hip sun tea (bulk herbs from Whole Foods)Mentioned in this EpisodeBooks by Rob SambornThe Prisoner of ParadisePainter of the DamnedThe Swordsman of VeniceRob's third novel "Master of the Abyss" will be available fall 2023! Il Paradiso by TintorettoEvening in the Yellow Wood by Laura KempThe Secret of the Stones by Ernest De...
2023-08-1432 min
The Cup and Saucy Book ClubLove in the Wild by Emma CastleIn Our CupsZanna: Forever Nuts by David’s TeaJen: Cold Brew Coffee by Chameleon Coffee CompanyMentioned in this episodeLove in the Wild by Emma CastleDual Narration by Shane East Lucy RiversTarzan of the Apes by Edgar Rice BurroughsUpcoming EventsSteamy Lit Con - Anaheim, CAUpcoming Episodes8/14 Author Rob Samborn8/21 Audiobook Narrator Shiloh James8/28 The Queen Herself, Audiobook Narrator Maxine Mitchell
2023-08-0739 min
The Cup and Saucy Book ClubBonus Episode: Spilling the Tea - TropetasticIn Our CupsZanna: Zanna’s Chai created with the Apothecary Tea ServiceJen: Chinese Breakfast Blend by Numi TeasNote: These are Jen’s definitions of sub genres, plot devices, and tropes. This is by no means an exhaustive list. Please let us know in the comments (on our website or social media) if you disagree or your favorite trope was missing.Mentioned in this episode:Agatha ChristieThe Ravenhood Trilogy by Kate StewartPride and Prejudice by Jane AustenBridgerton Series by Jul...
2023-07-3150 min
The Cup and Saucy Book ClubInterview with actor and cover model Andrew BiernatIn Our CupsZanna: Sweets Dreams of Banff, Banff Tea CompanyJen: Strawberry Watermelon Mint Sun Tea, homemadeAndrew: Turmeric Ginger Tea, Buddha TeaFind Andrew on SocialsAndrew Biernat on Istagram: @andrew.biernatMentioned in this episodeWait With Me (movie) on PassionflixWait With Me (book) by Amy DawsAmerican Boogeywoman - movieChristmas in Pine ValleyLove Marks the SpotWander AguiarUnderboss by Kristen ProbyNote: As...
2023-07-2445 min
The Cup and Saucy Book ClubInterview with writer, narrator, playwright, and patron saint of this podcast... ERIN MALLON!!!In Our CupsZanna: Chamomile Jen: Cucumber and Mint Spa WaterErin MallonThese Walls Can Talk Kickstarter (campaign has closed)Erin Mallon’s Feisty Fitzies (reader’s group on Facebook)@ErinMallon on Twitter@ErinMallonWriter on Instagram@erinmallonwriter on TikTokAuthors, Narrators, and Events mentioned in this episode:Please note: narrators without links may be using a pseudonym and may not have websites using that name. Love N VegasSamantha BrentmoorTeddy Hamilton - na...
2023-07-1735 min
The Cup and Saucy Book ClubThe Summer We Fell by Elizabeth O'RoarkIn Our CupsZanna: First Flush Tea by Charleston Tea GardenJen: Obama Blend by Moschetti Coffee RoastersMentioned in this episodeElizabeth O'Roark - The Summer We Fell Samantha BrentmoorTeddy Hamilton - can be found on social mediaEpisode 6 - Interview with Samantha BrentmoorLove N VegasThese Walls Can TalkBonus Links - The Summer We FellUpcoming Episodes7/17 De-Facto Patron Saint of our Podcast! - Erin Mallon - author and narrator
2023-07-1037 min
The Cup and Saucy Book ClubInterview with playwright Chloë WhitehornIn Our CupsZanna: WaterJen: Yorkshire Red Label but Taylor’s of Harrogate Chloe WhitehornWaiting for Guffman
2023-07-0339 minThe CX Quantum LeapInterview Maxie Schmidt (Forrester) on How to Unravel the Business Impact of Customer Experience | EPS #17For timestamps see below.Dr. Maxie Schmidt is Vice President & Principal Analyst for Forrester on the topic of Customer Experience. In our new podcast Zanna and Maxie unravel the business impact of CX - and no, this is not just about making a business case - and discuss 6 common CX mistakes.They talk about valuable insights for successful CX transformation, discuss how a company's strategy should be customer-focused and how success metrics should consider customer centricity.Maxie also shares a powerful tool for CX leaders - the Johari Window. This tool helps leaders...
2023-06-2250 min
The Cup and Saucy Book ClubInterview with novelist and narrator Lili ValenteIn Our CupsZanna: Jane Austen Tea from Simpson & VailJen: Melbourne Breakfast by T2Lili Valente@lilivalenteromance on Instagram@lili_valente_romance on TikTokLili Valente on FacebookAuthors, Narrators, and others mentioned in this episode:Please note: narrators without links may be using a pseudonym and may not have websites using that name. Summer Roberts and Tyler Donne - narrator duoErin Nicholas - authorJason Clarke - narrator (can be found on social media)
2023-06-1933 min
The Cup and Saucy Book ClubPrideZanna – Raspberry Green Tea; Jen – The Kraken’s Embrace Recommendations and mentions: Fahrenheit 451-Ray Bradbury;The Intern-Serena Akeroyd; Heartstopper-Alice Oseman; Felix Ever After-Kacen Callender; Starting from Scratch-Jay Northcote; Cinder Ella-S.T. Lynn; Love and Other Disasters-Anita Kelly; Boyfriend Material-Alexis Hall; Red, White & Royal Blue-Casey McQuistan; Sorry, Bro-Taleen Voskuni; More for Me-Layla Lochran; Take a Hint, Dani Brown-Talia Hibbert; Unmasked by the Marquess-Cat Sebastian; Last Night at the Telegraph Club-Malinda Lo;
2023-06-0547 minThe CX Quantum LeapInterview Lotte Kersten (Disruptors) on Engaging Millennials and Gen Z through Transformation of Work | EPS #16For timestamps see below.Join Lotte Kersten and Zanna as they delve into the future of HR and organizational structures in this thought-provoking podcast. Drawing from a meta-analysis of various HR and non-HR models, Lotte shares key insights on the evolution of organizations and the transition from efficiency towards purpose. She also provides invaluable advice on engaging millennials and Gen Z in the workplace, emphasizing the importance of authenticity, a democratic environment, and leveraging their tech-savviness. This podcast is a must-listen for anyone interested in understanding and implementing progressive HR practices and for th...
2023-06-0143 minThe CX Quantum LeapInterview Jochem van der Veer (TheyDo) on Journey Management | EPS #14For timestamps see below.Discover the Power of Journey Management 🚀Join me in the captivating conversation I had with Jochem van der Veer, Co-Founder & CEO TheyDo journeymanagement. Together we explore the fascinating world of journey management and its impact on organizations. We discuss how Journey Management can help you to: 📌 Simplify Complexity & Gain Perspective📌 Break Down Silos & Drive Collaboration📌 Extract The Right Data & Have Meaningful Impact📌 Shift Mindsets & Drive ProgressCheck out this podcast to gain valuable insights on journey management and unlock it's potential in your own organi...
2023-05-2349 minThe CX Quantum LeapInterview Danny Peters (Milkymap) on Journey Management | EPS #15For timestamps see below.Journey Management: Transforming Customer Experiences 🚀Danny Peters is Co-Founder & CEO of Milkymap. Join us in this podcast where we talk about the world of journey mapping and journey management and create true customer centricity through data modelling.Here's why you should tune in:📌 Practical applications: Learn how journey management tools can be implemented effectively📌 Driving success: Understand the success criteria for journey management implementation📌 CX transformation: Dive into the broader context of CX transformation📌 Overcoming challenges: Uncover common mistakes and challenges faced by organi...
2023-05-231h 01
The Cup and Saucy Book ClubInterview with narrator and entrepreneur Jennifer Jill ArayaThis episode was recorded March 6th. Some events mentioned may have past.In Our CupsZanna: Personal Chai Blend by Zanna at The Apothecary Tea Service Chai Blending ClassJen: Calm Relax Tea by Republic of TeaJennifer Jill ArayaInstagram: jenniferjill.araya TikTok: @jenniferjillaraya Facebook: https://www.facebook.com/JenniferJillAraya/Authors, Narrators, and others mentioned in this episode:Please note: narrators without links may be using a pseudonym and may not have websites using that name. Joseph Beth...
2023-05-1536 minThe CX Quantum LeapTiny Habits as Gamechanger for Successful CX Transformation | EPS #13So… You know the importance of Customer Experience and have generated some insights about the needs of your customers. But how do you excite all colleagues to work on improving this experience? And how can they effectively change their behaviors in their daily work? Zanna and Miranda discuss the 3 key elements to successfully experimenting with new behaviors based on the theory of Tiny Habits: motivation, ability, and environment. Here are three talking points to give you a taste of what you'll learn:💡 Discover how to design your environment to make...
2023-05-0525 min
The Cup and Saucy Book ClubThe Murder of Mr. Wickham by Claudia GrayIn Our CupsZanna: Ti Quan Yin by Adagio TeaJen: Zanna's ChaiReviewed in this episode: The Murder of Mr. Wickham by Claudia GrayNarrator: Billie Fulford-BrownMentioned in this episode:PassionflixWait With Me by Amy DawsThe Secret Life of Amy Benson by Lisa Renee JonesAgatha ChristieJane AustenMiss Fisher's Murder MysteriesAustenland by Shannon HaleThe Lizzie Bennett DiariesThe Late Mrs. Willoughby by...
2023-05-0145 minThe CX Quantum LeapThe 5 Types of Experience | EPS #11Is your organization struggling with the extreme broad topic of CX?Do you feel you are speaking a different language when talking about CX?Are your UX-ers claiming CX? Is you Contact Center claiming CX?They are not wrong, but we see it's just not helpful if you are not speaking the same language when it comes to the scope of the different types of experience and how they are connected.Do you want to know when to use which type of experience metric like the Net Promotor Score, Customer Satisfaction and...
2023-04-2745 minThe CX Quantum LeapThe Basics of Journey Mapping | EPS #12Discover the power of Journey Mapping with Zanna and Miranda in our latest podcast episode. In just 30 minutes, you'll learn how journey mapping can help you understand what steps your customers go through with your organization, prioritize improvements, and enhance experience. Plus, you'll get valuable insights on the different types of journey mapping and how to use them to achieve your goals. Here are some talking points you won't want to miss:💡 Hear about the different types of journey mapping, and how to use each to your advantage💡 Find out why prioritization is key i...
2023-04-2733 minThe CX Quantum Leap5 Key CX Metrics Nobody Uses | EPS #10aka Key Statistics for CX Professionals ;)👉 Are you a CX professional struggling to make sense of statistics? 👉 Are you intimidated by the complexity of data analysis? Fear not! Tune in to this podcast and learn how you create steerable information on this fluffy thing called experience. On top of that, you learn about 5 key CX metrics that no one seems to think about...With a focus on methodology, this podcast discusses the pluses and minuses of survey tools, the risks of using open text questions, and the key basics o...
2023-04-2031 min
The Cup and Saucy Book ClubInterview with romance novelist Jen DevonIn our cups: Zanna - Decaf Earl Grey from Simpson and VailJen - Qimen Mao Feng Tea from Spring Mountain Tea CompanyJen DevonInstagram: Jen Devon (@kisscrafter) • Instagram photos and videosSt. Martin's PressOther authors and narrators mentioned in the show:Judith McNaughtPenny Reid - Winston Brothers SeriesNora RobertsJulia Child - Mastering the Art of French CookingErin MallonChris BrinkleyWhere Jen Devon will be:...
2023-04-1730 minThe CX Quantum LeapInterview Arjan Kramer (Salesforce) on Digital Transformation | EPS #9In this podcast Zanna & Arjan (regional VP transformation consulting) talk about digital transformation and customer experience transformation. Arjan and Zanna met in 2007 when they were both part of the high potentials program at Capgemini. They recently reconnected in their shared dream to humanize organisations.As always we start with the background of our guest and what digital transformation means. To make that human connection in digital transformation, Arjan uses a term called "actionable empathy" to make sure that the digital transformation, just like CX transformation, is always linked to the sense of purpose, to customers and to...
2023-04-071h 05
The Cup and Saucy Book ClubThe Fastest Way to Fall by Denise WilliamsIn Our CupsZanna: Coconut Oolong - Spice and Tea ExchangeJen: Good Earth Sweet & Spicy OriginalReviewed in this episode:The Fastest Way to Fallby Denise WilliamsNarrator: N'Jameh Camara, Teddy Hamilton, and Denise WilliamsHow to Lose a Guy in 10 DaysNext time, Jen is making Zanna read The Murder of Mr. Wickham by Claudia Gray
2023-04-0345 min
The Cup and Saucy Book ClubInterview with audiobook narrator Samantha BrentmoorIn Our CupsZanna: Irish Breakfast Tea by Adagio TeaJen: Dark Magic by Green Mountain Coffee CompanySamantha Brentmoor@ms_brentmoor onTikTok (let's get her to 1000 followers!)InstagramFacebookTwitterAuthors, Narrators, and others mentioned in this episode:Please note: narrators without links may be using a pseudonym and may not have websites using that name. Love N VegasErin Mallon - author and narratorTeddy Hamilton - narrator (can be...
2023-03-2035 minThe CX Quantum LeapInterview Inge Dubois (Randstad) on Leading Transformation | EPS #8In this podcast, Zanna interviews Inge Dubois, director of operations at Randstad Belgium. Zanna was inspired by Inge's vulnerability, willingness to learn and to lead by example in a project they worked on together, using elements of the filosophy of Dan Cable's book Alive at Work. Since many leaders and also CX professionals are figuring out this puzzle of transformation, they sat down together to talk about Inge's experiences and tips for any leader wanting to experiment with more empowered ways of working and/or for any professional (CX, HR, digital, sustainability) that is looking to work w...
2023-03-0950 min
The Cup and Saucy Book ClubTeach Me by Olivia DadeIn Our CupsZanna: Beatrix Potter - Simpson and Vail's Literary TeasJen: Hot Choc by T2Since this episode was recorded, T2 has closed its US stores and website. They retain their Australian site and stores. Reviewed in this episode:Teach Meby Olivia DadeNarrator: Kelsey NavarroCorrection: We stated in the episode that Kelsey had narrated all of Olivia's books available in audiobook form. The correct answer is all but one. Jennifer Jill Araya narrated Spoiler Alert. We will be...
2023-03-0634 min
The Cup and Saucy Book ClubInterview with screenwriter and producer Lynn ReedIn Our CupsZanna: Garden ChamomileJen: Charlemagne French Breakfast tea by Turning Page Tea Co. Book Lynn Reed is adaptingThe Octopus and I by Erin Hortle
2023-02-2032 min
The Cup and Saucy Book ClubThe Chameleon Effect by Joe ArdenIn Our CupsZanna: Green Rooibos Blueberry by Adagio TeasJen: Gunpowder Green by Numi TeasReviewed in this episode:The Chameleon EffectJoe ArdenThe Audio Attic Maxine MitchellSince this episode was recorded in early December, The Chameleon Effect and Joe Arden have received numerous well-deserved accolades, including AudioFile's Earphones Award and Audible's Best of the Year 2022. We are sure this recognition is only the beginning. Next time, Jen is making Zanna read Teach Me by Olivia Dade
2023-02-0624 min
The Cup and Saucy Book ClubInterview with romance novelist Adele BuckIn Our CupsZanna: Earl Grey Creme Tea by Spice & Tea ExchangeJen: Mexican Hot Chocolate by SpicewalaAdele Buck Authors and others mentioned in this episode:Felicia Grossman - authorMoniqua Plante - narratorZoe York - authorJenny Holiday - authorSarina Bowen - authorShane East - narratorKim Loraine - authorKate Reading - narratorLoretta ChaseOther Links and MentionsPacemaker.press...
2023-01-1633 min
The Cup and Saucy Book ClubThese Walls Can Talk by Erin MallonIn Our CupsZanna: Minty Comfort by Adagio TeaJen: Paris tea by Harney & SonsReviewed in this episode:These Walls Can Talk These Walls Can Talk 2: The Narwal Strikes BackThese Walls Can Talk 3: Rise of the MachineErin MallonOther Links and MentionsThis Guy Walks Into My BarComing in Feb 2023 - A Very Filthy GameBoth by Lauren BlakelyAddicted to the Voice - #Eaden stickers, proceeds donated to the Trevor...
2023-01-0246 minThe CX Quantum LeapThe Drivers of Employee Experience | EPS #7Without great Employee Experience there is no great Customer Experience. But how do you enhance the experience of the employees and choose the best way to let CX and EX reinforce each other?In this episode Zanna and Miranda discuss the key issues with most employee engagement measurements (spoiler alert: most employee engagement survey tools are NOT giving you the drivers you need to enhance engagement).Zanna explains the key issues but also shares what you can do to make smart use of many existing insights from science to make sure your organisation is measuring...
2022-11-2627 minThe CX Quantum LeapTo Benchmark or Not To Benchmark | EPS #6Recognize this mechanism? "When we score higher than the benchmark, we say: yes! we are done! When we score lower than the benchmark we start questioning the research..."In this episode Zanna and Miranda discuss the content of benchmarking.💡 Does it make sense at all?💡 If yes, when does it make sense? 💡 How can I best benchmark NPS or satisfaction?They also discuss some crucial tips and tricks to watch out for if you want to benchmark your NPS or SAT score.Zanna van der Aa combines 20+ years of...
2022-11-2613 minThe CX Quantum LeapSense and Non-Sense of the Net Promoter Score (NPS) and Customer Effort Score (CES) | EPS #5In this episode, Zanna explains the sense and non-sense of the NPS (Net Promoter Score) and the CES (Customer Effort Score).💡 Does your organization measure NPS but are the scores volatile?💡 Do you want to improve the NPS or CES but you have no idea where to start?💡 Or do the improvements you implement have no effect on the overall score?Join Zanna & Miranda in this podcast on a trip down memory lane. Learn all about what NPS (Net Promoter Score) and CES (Customer Effort Score) were originally intended for, what are the pitfalls ...
2022-10-0223 minThe CX Quantum LeapFinding the Drivers of Customer Experience | EPS #4In this second episode, Zanna van der Aa (20+ years of experience in CX and PhD in CX) explains how you can find the drivers of customer experience. Most organisations are struggling to find hard, steerable data that tells them: for this journey, topic x will get you to a 8 or 9+ five times faster than topic y.Most research companies fail to deliver on that promise. They either analyze open texts or predefined list of topics customers could select or they use correlation (which is not the same as cause and effect!).Zanna explains:
2022-10-0222 minThe CX Quantum LeapSetting Your Customer Experience Compass | EPS #3In this first episode of the CX Energy Boost podcast, Zanna van der Aa explains why many organisations struggle to find the right compass for their CX programs. Meaning: what's the best way to discover exactly which buttons to push to have the biggest impact and fastest increase in CX (for example satisfaction or Net Promotor Score increase).She explains:💡 The 5 types of experience and their metrics💡 The risks of measuring touchpoints💡 How to connect journeys, channels and the overall experience💡 How to use smart statistics to find those buttons and create hard, steerable in...
2022-10-0121 minThe CX Quantum LeapInterview Dan Cable (London Business School) on Leading Transformation | EPS #2I had the honor to interview Dan Cable (London Business School Professor). He is the author of one of my three 'bibles': his book "Alive at work". We talk about why he loves to work in this field of creating energy and empowerment in organisations, how he got into the field and why transformation is so difficult for so many organisations. Topics we discuss: Serendipity, Alive at work, Learned helplessness, Best Self, Emotional contagion (how to energize all the employees in the organisation), Servant leadership, Purpose. And Microsoft stocks... ;-)"The journey of leading is putting more...
2020-06-0747 minThe CX Quantum LeapPersonal leadership as a CX professional | EPS #1In this podcast, I'd like to take you on my personal journey.I'll share with you the lessons I've learned over the past 20 years, which I believe were important in successfully getting organizations moving towards more customer- and human centricity. These are personal lessons which had a direct effect on my professional role. As I believe that those 2 can never be truly disconnected.The very basis I use for all these lessons, is actually my professional journey from my first employer early in 2000 to the work I now enjoy doing as a...
2020-05-0326 min