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Zanna Van Der Aa

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Discovering CX TransformationDiscovering CX Transformation10 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 minDiscovering CX TransformationDiscovering CX TransformationFive CX Wins Every COO Can Deliver - And the Behaviours That Make Them Happen | EPS #55In 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 cost savings. 33–40 % of calls or store visits can be prevented when you use the “first-time-right” metric and journey data; one client cut costs 25 % while raising satisfaction.Break silos and align KPIs around one story...2025-05-3029 minDiscovering CX TransformationDiscovering CX TransformationFrom Ideas to Impact: What Happens When Every Employee Steps into the Customer’s Shoes | EPS #54 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 600 frontline ideas in the first year. Purpose lectures and workshops then engaged ≈800 colleagues to co-create the telco’s first formal purpose statement, rooting CX in what employees genuinely care about. The result: CX ownership lives far beyond a department—it s...2025-05-2240 minDiscovering CX TransformationDiscovering CX TransformationTurning CX into a Business Driver: Lessons from PostNL’s Journey Factory | EPS 53In this episode, I’m joined by Rob, one of the driving forces behind the Journey Factory at PostNL. Together, we explore how customer experience (CX) can move from being a support function to becoming a strategic driver of real business impact.We talk about why many CX teams feel like they’re pulling a dead horse—and what needs to shift for your insights to actually lead to change. Rob shares how PostNL made the bold decision to only start journey projects that the business is committed to finishing. And yes, that means saying “no” more often.2025-05-1129 minCustomer Experience Patterns PodcastCustomer Experience Patterns PodcastPreparing For Unexpected Disruption To Your Customer ExperienceHead to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To...2025-05-0809 minCustomer Experience Patterns PodcastCustomer Experience Patterns PodcastIntegrate AI Into CX The Right WayFind David on LinkedInHead to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6...2025-05-0129 minDiscovering CX TransformationDiscovering CX TransformationTop 5 CFO Benefits & Behaviors for Succesful CX Transformation | EPS #52In 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 conversation to focus on measurable impact. You’ll learn: Why asking for a business case can be a red flagHow to shift from vanity metrics to hard, steerable dataWhat happens when you run a driver...2025-04-2929 minCustomer Experience Patterns PodcastCustomer Experience Patterns PodcastHarness Your Paranoia About CX CommitmentHead to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To...2025-04-2404 minCustomer Experience Patterns PodcastCustomer Experience Patterns PodcastGreat Customer Experience Requires Great Employee ExperienceCheck out my new website samsterncx.com where you fill find the link to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her! Connect with our guest, Nora Osman, on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode...2025-04-1729 minDiscovering CX TransformationDiscovering CX TransformationTop 5 CHRO Benefits & Behaviors for Succesful CX Transformation | EPS #51In 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.---(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) Bene...2025-04-1134 minDiscovering CX TransformationDiscovering CX TransformationCX is a means to an end, not a goal itself | EPS #50Too many organizations treat Customer Experience (CX) as the end goal. But that’s where it often goes wrong. CX is not the goal — it’s a means to an end. A tool to drive concrete business outcomes like cost reduction, revenue growth, a better culture, and real purpose. In this podcast, we explain why so many CX teams struggle to prove their value and what you can do differently. We share the five business outcomes CX should always connect to and how you, as a CX professional, can make sure your work has real business impact. You...2025-04-0231 minDiscovering CX TransformationDiscovering CX TransformationThe 10 Pitfalls of Journey Management (and How to Avoid Them) | EPS #49Are you mapping journeys but not seeing real impact? In this episode, I break down the 10 most common mistakes in journey management – and how to avoid them. From lack of data to endless analysis loops, we cover what’s holding CX teams back and how to move from mapping to meaningful improvements. You’ll learn: The 3 journey levels you need to defineHow to prioritize using smart dataWhy execution matters more than theoryIf you're serious about creating impact with journey management, this episode is for you.The 10 Pitfalls: 1. No clarity...2025-03-2633 minDiscovering CX TransformationDiscovering CX TransformationFrom Service to Strategy: Reinventing CX in B2B with Honeywell | EPS 48When people think of customer experience, they often picture fast-paced B2C environments. But what does CX look like in a B2B industrial world—where relationships span decades and trust is everything? In this episode, I talk with Eliza from Honeywell, who leads their EMEA CX hub. We explore how to shift from transactional service to strategic partnership, empower employees with purpose, and use AI to support—not replace—humans. This is a conversation about real CX impact, leadership without the buzzwords, and building deep, human connections in even the most complex organizations. Tune in...2025-03-2632 minDiscovering CX TransformationDiscovering CX TransformationTop 5 CIO Benefits & Behaviors for CX Transformation | EPS #47Welcome 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 transformationFive key benefits of CX transformation for IT leadersFive essential behaviors to make a real impactHow to move beyond tech for tech’s sake and ensure digital solutions drive business valueThe power of driver analys...2025-03-0721 minDiscovering CX TransformationDiscovering CX TransformationThe Value of Direct Feedback is Highly Overrated | EPS #46In 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 how it originated in B2BWhy its impact in B2C is often exaggerated and operationally challengingThe real risks of relying too much on direct feedbackA smarter, data-driven approach to improving CX that actually drives impact2025-02-1816 minOntdek CX TransformatieOntdek 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 minDiscovering CX TransformationDiscovering CX TransformationInterview Andrea Avila (Randstad Argentina) | Human Centric CEO Series | #EPS 45In this episode, I sit down with Andrea Avila (CEO de Randstad para Argentina, Chile y Uruguay), a leader whose journey from working in her family business at 13 years old to becoming a global CEO is a compelling example of how purpose, passion, and people-first values can transform businesses and lives.Here’s what we’ll explore in this conversation:Andrea’s Leadership Journey: How her experiences shaped her approach to leadership and her unwavering commitment to human-centricity.Defining Human-Centricity: Why prioritizing people is essential for sustainable success and what it looks like in practi...2025-02-0540 minDiscovering CX TransformationDiscovering CX TransformationTop 5 CEO Benefits & Behaviors for Successful CX Transformation | EPS #44Are you a CEO or CX leader looking to drive real customer experience transformation? In this video, we break down five key benefits of CX transformation and five critical CEO behaviors that make it successful. No fluff—just actionable insights on how to embed CX into your organization's DNA.- Why CX matters for long-term business success- How CX transformation accelerates revenue growth- The leadership behaviors that drive customer-centricity- How to break silos and integrate CX across departments...2025-02-0534 minDiscovering CX TransformationDiscovering CX TransformationStop Throwing Service Design at every problem | EPS #43In 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 improvements require a different approach.Key topics we cover:The difference between service design and UX design – and when to use which.Why companies get stuck in the middle, overcomplicating processes without driving real resu...2025-01-2221 minDiscovering CX TransformationDiscovering CX TransformationInterview Richard Stark (Egon Zehnder) | Human Centric CEO Series | EPS #42In 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 meaningful connections.- Practical tools like self-reflection and box breathing to stay grounded.- Insights into creating a psychologically safe environment for teams.- The power of embracing imperfection and finding growth through...2025-01-1743 minDiscovering CX TransformationDiscovering CX TransformationInterview Sid van Wijk (Miro) | Human Centric CEO Series | EPS #41In this episode of the Human Centric CEO podcast, I sit down with Sid van Wijk from Miro to explore the future of work. We dive into the challenges of hybrid work, the "hybrid paradox" of flexibility vs. connection, and how experimentation can shape better workplaces. Sid shares practical tips like the "Rule of Two" for inclusive meetings and highlights the magic of human connection in a digital world.Discover how to navigate the evolving workplace and create environments where people truly thrive.Prefer to watch our video recording? Check the podcast on YouTube!2025-01-021h 01Discovering CX TransformationDiscovering CX TransformationInterview Joana de Quintanilha (Forrester) | Human Centric CEO Series | EPS #40In this episode of the Human Centric CEO podcast, we talk with Joana (Forrester) about the concept of journey centricity and how it helps organizations become more human-focused.Prefer to watch our video recording? Check the podcast on YouTube!We explore how to go beyond mapping customer journeys to aligning the entire organization—its structure, processes, technology, and culture—around the needs and goals of customers, employees, and partners.Joana shares her international career experiences and explains why journey centricity is more than a “CX” buzzword; it’s a strategic transformation tool that involves t...2024-12-1955 minDiscovering CX TransformationDiscovering CX TransformationInterview Emre Gurkan (CEO Zain Iraq) | Human Centric CEO Series | EPS #39Leadership is about more than strategies and metrics; it’s about balancing the head and the heart. In this podcast, Emre Gurkan (CEO Zain Iraq) and I explore the journey of blending creativity and discipline, structure and spirit, to create meaningful transformation in organizations. Discover how authentic leadership, cultural transformation, and a focus on both hard and soft metrics can drive real impact.This is a videocast available on YouTube via this link. Whether you're leading a team or shaping your own journey, this podcast offers insights into combining logic with imagination for su...2024-12-1340 minDiscovering CX TransformationDiscovering CX TransformationInterview Naiara Cantabrana (Randstad) | Human Centric CEO Series | EPS#38What 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! For timestamps see below.We dive into topics like psychological safety, compassionate leadership, and why culture really does eat strategy for breakfast. Naiara reveals the p...2024-11-1846 minDiscovering CX TransformationDiscovering CX TransformationInterview Jeroen Velthof (Bol) on the art of balancing CX with tangible business value EPS #37Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Have you ever wondered how connecting customer experience (CX) with business impact can revolutionize your strategy? In this episode, we sit down with Jeroen Velthof, CX manager at Bol, to explore the art of balancing customer experience with tangible business value.Discover the secrets behind Bol’s success: making CX a company-wide mission, translating NPS into actionable business insights, and creating a culture that keeps both customers and employees happy. Whether you're a C...2024-11-1247 minDiscovering CX TransformationDiscovering CX TransformationLeadership Activation in CX Transformation EPS #36Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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...2024-10-3120 minDiscovering CX TransformationDiscovering CX TransformationInterview 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. In this insightful and energizing conversation, they discuss how CEOs can foster a culture of purpose and engagement within their organizations.Prefer the video version? Check out on YouTube!For timestamps, see belowThe podcast delves into practical strategies for injecting purpose into daily work, the importance of connecting employees with customers, and how small changes can lead to significant improvements in both employee satisfaction and business outcomes. Both Dan and Zanna...2024-10-3147 minDiscovering CX TransformationDiscovering CX TransformationInterview Nawaf Al-Gharabally (CEO Zain Kuwait) | Human Centric CEO Series | EPS#34In 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.In this candid discussion, Nawaf shares his personal journey, early experiences as an engineer, his personal purpose, why he became the CEO and his thoughts on leading Zain. They explore topics like customer experience transformation, the role of purpose in business...2024-10-0436 minDiscovering CX TransformationDiscovering CX Transformation10 Steps to Build Journey & Channel Teams EPS #33Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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 selec...2024-09-2524 minDiscovering CX TransformationDiscovering CX TransformationLevel Up from Operational to Transformational CX EPS #32Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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:2024-09-1231 minDiscovering CX TransformationDiscovering CX TransformationSuccessful Journey Management in 7 steps EPS #30Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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...2024-07-1119 minDiscovering CX TransformationDiscovering CX TransformationDiscovering CX Transformation to foster Human Centricity EPS #31Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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.De...2024-07-1124 minOntdek CX TransformatieOntdek CX TransformatieOntdek de Drivers van Vertrouwen in jouw overheidsinstantie AFL #20Meld 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.Hoe meet en verbeter je het vertrouwen in de overheid?Een complexe puzzel én een actueel thema, onder andere door de toeslagenaffaire. Al 25 jaar werkt Zanna aan haar bescheiden missie, namelijk het zorgen voor meer menselijke organisaties en overheidsinstanties. En dus ook aan het oplossen van deze puzzel:💎 Kun je vertrouwen meten of is het een te abstract concept?💎...2024-07-1119 minOntdek CX TransformatieOntdek CX TransformatieSuccesvol Journey Management start met 7 stappen AFL #19Meld 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.Steeds meer organisaties gaan over op het gebruik van journey management tools zoals Milkymap en TheyDo. Maar vervolgens verzuipen ze in de hoeveelheid opties die zo’n tool biedt. Hoe voorkom jij dit voor jouw organisatie?Doorloop de 7 stappen die Zanna & Miranda bespreken in deze podcast en maak een gedegen keus óf je een journey management tool nodig hebt en zo ja, hoe...2024-07-1118 minDiscovering CX TransformationDiscovering CX TransformationHow Your CX & EX Drivers Guide Transformation EPS #29Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.When you want to create a human-centric organisation, there is a beautiful marriage between customer and employee experience.“Without a good employee experience, there is no good customer experience!”But this often remains an empty phraseor no link is made between the two at all.Listen to this podcast and discover how the two are linkedand how you can make 'the human-centric organ...2024-05-0822 minOntdek CX TransformatieOntdek CX TransformatieCX & EX Drivers als Kompas voor Transformatie AFL #18Meld 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.Wanneer je een mensgerichte organisatie wilt creëren is er een prachtig huwelijk tussen klant- en medewerkerbeleving. “Zonder een goede medewerkerbeleving geen goede klantbeleving!” Maar dit blijft vaak een holle fraseof er wordt überhaupt geen link gemaakt tussen de twee.Luister deze podcast en ontdek hoe de twee met elkaar gelinkt zijnen hoe je met de driver...2024-05-0820 minDiscovering CX TransformationDiscovering CX Transformation10 Survey Tooling Mistakes & How to Avoid Them EPS #28Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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 ope...2024-05-0825 minOntdek CX TransformatieOntdek 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 minOntdek CX TransformatieOntdek CX TransformatieCX moet zich minder focussen op... CX AFL #16Hoe kan jij als CX professional optimaal bijdragen aan de uitdagingen binnen jouw organisatie? In deze podcast spreekt Zanna over de aannames die ze bij veel CX professionals tegenkomt en hoe deze aannames je minder effectief maken. 💎 Luister naar de uitdagingen die jouw collega’s ervaren Deel je de inzichten over klantbeleving met andere afdelingen maar heb je het idee dat er niet veel mee gedaan wordt? Niet alle afdelingen zijn 24/7 bezig met klantbeleving. Richt je op het begrijpen van de uitdagingen waar je collega’s voor staan en zet jouw CX to...2024-03-2824 minDiscovering CX TransformationDiscovering CX TransformationCX should focus less on... CX EPS #27Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.In this episode we explore why CX might benefit from a shift in perspective. I challenge assumptions I hear and see when working with CX professionals. 📌 We need a Journey Management ToolBefore plunging headlong into the tool selection process, it's crucial to lay the groundwork, understand dynamics, and assess the true business value these tools can deliver.📌 We Need to Map All Journeys Instead of givin...2024-03-2825 minTech PeopleTech PeopleMastering the Art of Enhancing NPS!Struggling with low customer loyalty and a stagnant NPS? This episode of Tech People is your key to unlocking explosive growth! Join us as we chat with CX expert Zanna Van Der Aa. She'll reveal the FASTEST ways to skyrocket your NPS, expose common pitfalls businesses make (and how to avoid them!), and share practical strategies to turn passive customers into fans. Learn how to leverage data, empower your employees, and use NPS to drive continuous improvement. Ready to transform your customer experience and see your NPS soar? Press play and get ready to take...2024-03-2733 minOntdek CX TransformatieOntdek CX TransformatieDe Kracht van Servicebeleving AFL #14Klantcontact verminderen en tegelijkertijd de klanttevredenheid verhogen?En de snelste, makkelijkste en meest impactvolle business case zelf toepassen?Dat kan!In deze podcast ontdek je de kracht van Servicebeleving.Zanna schetst de scope van Servicebeleving, oftewel de menselijke kanalen:TelefonieE-mailChatHoe je de verschillende metrics wel of niet moet gebruiken: First Time FixFirst Time RightCustomer Effort ScoreTevredenheidWil je meer leren over hoe je de Servicebeleving binnen jouw organisatie kunt optimaliseren en de inzichten kunt gebruiken om de klanttevredenheid te verhogen? Luister dan zeker naar deze af...2024-03-2518 minOntdek CX TransformatieOntdek CX Transformatie3 Valkuilen rond Betrekken van Management bij CX transformatie AFL #15Veel CX professionals worstelen met het betrekken van directie en management bij  CX initiatieven. In deze podcast bespreekt Zanna de 3 valkuilen (overtuigingen) die zij vaak tegenkomt en hoe je ze kunt vermijden. We hebben een Businesscase nodig Vroeger was het maken van een businesscase cruciaal om het belang van klantbeleving te bewijzen. Tegenwoordig is er echter voldoende bewijs beschikbaar. Het is belangrijk om te begrijpen welke vraag erachter zit wanneer management vraagt om een businesscase.De Rol van Kwalitatief OnderzoekKwalitatief onderzoek is waardevol om inzichten te verkrijgen, maa...2024-03-2514 minDiscovering CX TransformationDiscovering CX TransformationInterview with Sandra Thompson (Ei Evolution) on the Impact of Emotional Intelligence in Customer and Employee Experience EPS #26Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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...2024-02-1246 minDiscovering CX TransformationDiscovering CX TransformationInterview Kinga & Lotte on Generational Insights and How to Engage Gen-Z EPS #25Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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 ge...2024-02-0941 minDiscovering CX TransformationDiscovering CX TransformationStop measuring touchpoints EPS #24Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.Stop measuring touchpoints…? Que?That was the response from several CX colleagues on LinkedIn when I posted the quote that I think we should stop measuring touchpoints and focus on the journey instead.Of course, in 1 post and 1 picture I can not share too many nuances, so I decided to make a podcast to give some context and also answer some of the specific remarks.So if you wan...2024-02-0520 minOntdek CX TransformatieOntdek CX TransformatieStop met het meten van touchpoints AFL #13"Stop met het meten van touchpoints...? Que?"Dat was de reactie van verschillende CX-collega's op LinkedIn toen ik de quote plaatste dat ik denk dat we moeten stoppen met het meten van touchpoints en in plaats daarvan moeten focussen op de klantreis.Natuurlijk kan ik in één post en één plaatje niet te veel nuances delen, dus heb ik besloten om een podcast te maken om wat context te geven en ook enkele specifieke opmerkingen uit de comments te beantwoorden.Dus als je wilt weten:Hoe kanalen, touchpoints, klantreizen, life events met elka...2024-02-0518 minDiscovering CX TransformationDiscovering CX TransformationInterview Ken Coyne (OpsTalent) on Leadership, Culture-Building & Employee Engagement EPS #23Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For timestamps see below.In this podcast episode, I had the pleasure to interview Ken Coyne, the co-founder of Ops Talent, a company known for its innovative approach to employee experience and culture.Some interesting topics we discuss:👉 The 5 H’s Framework Ops Talent's core values Be Happy, Be Healthy, Be Humble, Be Helpful, and Be Honest, and how they're integrated into the company culture.👉 Leadership by Example We talk a...2024-01-2940 minOntdek CX TransformatieOntdek CX TransformatieInterview Brigitte van Egmond (SDD) over Succesvolle Recruitment Campagne via Zingeving AFL #12In deze podcast interview ik Brigitte van Egmond van Sociale Dienst Drechtsteden over een heel gaaf traject, namelijk 'Sociale Strijders'. Brigitte is een expert in communicatie & recruitment en werkt nu 5 jaar voor SDD op verschillende projecten waar maatschappelijke impact en zingeving centraal staan.‘Sociale Strijders’ is zo’n project. Het is ontstaan vanuit de behoefte om de identiteit van de organisatie te versterken en nieuwe medewerkers aan te trekken in een uitdagende arbeidsmarkt.Het gaat niet alleen om het invullen van vacatures, maar ook om het uitdragen van een gedeelde missie en identiteit.Alle m...2024-01-2932 minOntdek CX TransformatieOntdek 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 TransformatieOntdek 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 TransformatieOntdek 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 TransformatieOntdek 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 TransformatieOntdek 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 klantreizen2024-01-1025 minOntdek CX TransformatieOntdek CX TransformatieDe 5 Doelen van CX Transformatie AFL #6Er lopen binnen jouw organisatie zoveel klantbeleving initiatieven.Hoe kun je nou alles aan elkaar verbinden?Wat wil je eigenlijk bereiken met al die klantbeleving initiatieven?En hoe passen daar zaken in als de klantreis, drivers en leiderschap?In deze podcast bespreekt Zanna met Miranda het raamwerk van 'De 5 Doelen van CX Transformatie'. Het raamwerk geeft je niet alleen de mogelijkheid om alle initiatieven in jouw organisatie met elkaar te verbinden. Het geeft ook inzicht in waar het allemaal om draait en hoe alle zaken rondom klantbeleving hierin passen. D...2023-11-2122 minOntdek CX TransformatieOntdek 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 Opvolging2023-11-1718 minOntdek CX TransformatieOntdek CX TransformatieDe Drivers van Klantbeleving AFL #4Hoe kom je écht aan het stuur van het verbeteren van Klantbeleving?Je wilt weten wat de latente behoeften zijn. Met slimme statistiek bepaal je de drivers en weet je precies wat wél en ook wat minder of geen impact heeft op de klantbeleving.  In deze podcast krijg je antwoord op de vraag hoe je dit precies doet. Het begint bij het in beeld brengen van de Klantreis, wat in de vorige podcast uitgebreid besproken is. (00:44) Het verschil tussen Drivers & Rationele Analyse(05:41) Introductie van Statistische Technieken voor...2023-11-1730 minOntdek CX TransformatieOntdek 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 minDiscovering CX TransformationDiscovering CX TransformationInterview Sam Stern (LinkedIn) about the Power of a Customer-Centric Culture EPS #22Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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 c...2023-10-2542 minDiscovering CX TransformationDiscovering CX Transformation7 ways to get CX transformation in the DNA of your organisation | EPS #20Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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 o...2023-10-1723 minDiscovering CX TransformationDiscovering CX Transformation3 pitfalls of engaging leadership in CX transformation | EPS #21Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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 E...2023-10-1719 minCustomer Experience Patterns PodcastCustomer Experience Patterns PodcastEp. 11 Delivering And Meauring Humanity In CXZanna van der Aa is back for Part 2. She talks us through the importance of humanity to great customer experience, how to bring the human touch to digital experiences, how to measure humanity in a customer experience, why that human touch makes employee experience and company culture better, and why NPS is overrated. It's an action-packed episode! Zanna's websiteZanna van der Aa on LinkedInFind me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon...2023-10-1222 minPodcasts van PvKOPodcasts van PvKOChristian Illegems & Zanna van der Aa, Sociale Dienst DrechtstedenPublieke beleving, publieke waarden twee hele urgente en belangrijke begrippen voor overheidsorganisaties. Maar ook heel groots en ontastbaar. In deze podcast gaat Jan-Hein Pierik in gesprek met Christian Illegems en Zanna van der Aa van de Sociale Dienst Drechtsteden. Samen vertellen ze het verhaal hoe ze daar publieke waarden concreet en inzichtelijk hebben gemaakt. Hoe meet je publieke waarden en hoe ga je daar vervolgens op verbeteren? In deze podcast hoor je de meest waardevolle inzichten van een gemeente die al ver voorop loopt in dit proces!Heb je feedback voor deze podcast, wil je reageren, of...2023-10-1029 minOntdek CX TransformatieOntdek 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 TransformatieOntdek 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 minOntdek CX TransformatieOntdek 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 minCustomer Experience Patterns PodcastCustomer Experience Patterns PodcastEp. 10 The right way to measure the customer experienceZanna walks through her approach to identifying the most important drivers of customer experience outcomes. This conversation is at once scientific and deeply practical. How does Zanna do it? Listen to find out. Zanna's websiteZanna van der Aa on LinkedInFind me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.2023-09-2823 minDiscovering CX TransformationDiscovering CX TransformationMastering Customer Experience: The 5 Essential Goals for CX Transformation | EPS #18Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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...2023-08-2435 minDiscovering CX TransformationDiscovering CX TransformationUnveiling the Power of Service Experience | EPS #19Join the Champions League of  Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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💡 M...2023-08-2423 minDiscovering CX TransformationDiscovering CX TransformationInterview Maxie Schmidt (Forrester) on How to Unravel the Business Impact of Customer Experience | EPS #17Join the Champions League of  Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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.2023-06-2250 minDiscovering CX TransformationDiscovering CX TransformationInterview Lotte Kersten (Disruptors) on Engaging Millennials and Gen Z through Transformation of Work | EPS #16Join the Champions League of  Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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 te...2023-06-0143 minDiscovering CX TransformationDiscovering CX TransformationInterview Jochem van der Veer (TheyDo) on Journey Management | EPS #14Join the Champions League of  Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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 Progress2023-05-2349 minDiscovering CX TransformationDiscovering CX TransformationInterview Danny Peters (Milkymap) on Journey Management | EPS #15Join the Champions League of  Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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 tra...2023-05-231h 01Marketingfacts longreadsMarketingfacts longreads#2 Zanna van der Aa – Vijf cruciale CX metrics waar vrijwel niemand aan denktZanna van der Aa zat te dubben of ze de titel van dit artikel zou moeten aanpassen naar “Statistiek-moetjes voor CX-professionals”, maar vreesde dat dat tot weinig enthousiasme zou leiden… 😉 Dus is het een mix geworden: ja, ze eindigt met 5 cruciale CX-metrics waar vrijwel niemand aan denkt én ze start met wat basisstatistiek die iedere (CX) professional zou moeten kennen. Zanna van der Aa is organisatie adviseur bij Accelerate In Experience en je kan dit artikel nu beluisteren.Toch liever lezen? Dat kan hier: https://www.marketingfacts.nl/berichten/vijf-cruciale-cx-metrics-waar-vrijwel-niemand-aan-denkt/2023-05-2215 minDiscovering CX TransformationDiscovering CX TransformationTiny Habits as Gamechanger for Successful CX Transformation | EPS #13Join the Champions League of  Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/So… 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...2023-05-0525 minDiscovering CX TransformationDiscovering CX TransformationThe 5 Types of Experience | EPS #11Join the Champions League of  Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/Is 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 y...2023-04-2745 min