Your CX Energy Boost‪!‬ Zanna van der Aa

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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 phrase
or no link is made between the two at all.

Listen to this podcast and discover how the two are linked
and how you can make 'the human-centric organisation' very concrete with the drivers of customer and employee experience.

(01:39) The importance of purpose in CX transformation
(02:55) Understanding the link between CX and EX drivers
(04:08) Integrity as driver of EX 
(10:42) Utilizing drivers as design principles
(11:24) Project management and driver alignment
(13:00) Redesigning employee onboarding
(14:31) Leadership behaviors for driving purpose
(16:42) Redesigning customer journeys based on drivers
(18:03) Balancing cost reduction with driver impact

Join 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 surveys
but 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 Religion
Nowadays 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?Maximize Measurements
Many different touchpoints are measured, all of which together form a customer journey. Zanna explains why these measurements do not provide you with the right insights and how you can do this differently.Tricky Templates
Tooling parties often have templates available for sending surveys. A copy of this can be quickly made, but these are not necessarily templates that will give you the insights you need.Continuous Measuring
Zanna explains what is the best moment to send your measurement and why it’s useful not to continuously analyze measurements.Sexy Dashboarding
Visually attractive dashboards are of course great for drawing attention to the insights you have obtained. But don't lose sight of the fact that the ultimate goal is to do something with this information, not to keep analyzing.Individual Feedback Customers
In a simple calculation, Zanna shows the impact of responding to individual customer feedback. *Spoiler alert!* The impact is probably much lower than you thought. This doesn't mean you should stop doing this, but it does put it into perspective.Individual Feedback Employees
Zanna & Miranda discuss how to ensure that individual feedback at employee level provides a fair picture.No Place to ‘Land’
Always make sure that there is someone who will do something with the insights from the measurement you send. Why else would you measure?Complex IT integrations
Are you on hold to send your surveys due to complex IT integrations? Be pragmatic and start measuring to add value to the organization while IT integration is being worked on in the background.Response Rate Fetisj
The response rate sometimes seems like a holy grail. Zanna explains for you how much response you really need to gain good insights.Enjoy the podcast! 


(02:13) Short Survey Religion
(04:53) Maximize Measurements 
(06:35) Tricky Templates
(08:02) Continuous Measuring
(10:37) Sexy Dashboarding
(14:00) Individual Feedback Customers
(16:41) Individual Feedback Employees
(18:02) No Place to ‘Land’ 
(19:54) Complex IT integrations 
(20:55) Response Rate Fetish

Join 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 Tool
Before 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 giving in to the obsession with mapping all the journeys, prioritize journeys based on hard data and focus on the journeys that have the greatest impact on key business data.📌 We Need Continuous Measurement
The allure of continuous measurement often leads organizations down a path of data collection without a clear vision of how to turn insights into actionable improvements.📌 We Need a CX Strategy
The notion of crafting a standalone CX strategy divorced from the overarching organizational strategy can result in disjointed efforts and missed opportunities.📌 We Need a CX Ambassador 
Relying solely on CX ambassadors, often cherry-picked from within the CX department, can lead to a limited reach and impact.Foster a culture where every employee is empowered to champion CX initiatives, regardless of their department, fostering a groundswell of engagement and commitment.📌 We Need a Chief Customer Officer (CCO)
Placing the burden of CX solely on the shoulders of a Chief Customer Officer can foster a culture of dependency and detachment among employees. Embed customer-centricity throughout the organization, encouraging every individual to embrace their role in shaping exceptional customer experiences.Let's strip away the layers of complexity and focus on the essence of CX - how we make our customers feel. It's the little moments that leave a lasting impression.

(01:12) Introduction
(04:46) Journey Management Tools
(06:42) Mapping all the Journeys
(09:41) Continuous Measurement
(14:39) CX Strategy
(19:27) CX Ambassadors
(21:54) CCO
(23:30) Focus on the essence of CX

Join 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 Thompson

Sandra 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 changes in interactions and productivity within organizations.

🔎Concrete Tips for Developing Emotional Intelligence: Sandra offers practical steps like journaling, mindful breathing, and actively seeking feedback to develop emotional intelligence effectively.
The podcast also delves into specific strategies for inviting feedback, behavioral science insights, and the crucial importance of understanding customers' emotional needs in organizational settings.

Tune in and embrace the transformative power of emotional intelligence in your life and work.

Timestamps
(00:05) Introduction and Background
(04:38) Technology and Human Connection
(07:10) Daniel Goleman's framework
(13:58) Self-Reflection in Transformation
(21:24) Impact of Emotional Intelligence in Organizations
(28:14) Concrete Tips for Developing Emotional Intelligence
(30:47) Journaling, Response, and Inviting Feedback
(42:07) The Importance of Understanding Customers' Emotional Needs

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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 work environment.

Some other topics in this podcast:
👉 Managing Generational Differences: Tips for managers include being honest role models, understanding generational differences, and creating environments where diverse perspectives are valued.
👉 Cross-Generational Learning: Younger generations can learn soft skills and patience from older colleagues, while older generations can benefit from the technological proficiency and fresh perspectives of younger coworkers. A mutual exchange of knowledge and skills strengthens workplace dynamics.
👉 Recruitment and Retention Strategies: Younger generations prefer purpose-driven organizations that contribute to societal or environmental goals. Authenticity and alignment with organizational culture are crucial factors in attracting and retaining talent. Providing opportunities for personal development and career growth is also essential for younger workers.

So if you’re interested in the complexities and opportunities presented by generational diversity in today's workplace, tune in to gain a deeper understanding of how to navigate and leverage generational differences.

Timestamps
(01:23) Introduction Lotte & Kinga
(06:23) Understanding Generations
(12:43) Challenges for Companies
(17:31) Improve Collaboration Reduce Burnout
(23:41) Managing Generational Differences
(26:41) Cross-Generational Learning
(32:06) Recruitment and Retention Strategies

Join 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 want to know:
How channels, touchpoints, journeys, life cycles are connectedWhat the risks are of measuring touchpointsWhy you struggle to mobilize your organisation with your touchpoint measurementsWhy you need an integrated approach to finding drivers and not a zoomed-in approach on separate touchpointsThen I’m sure you will value the perspectives I share in this podcast!

They are not “the truth”, it’s just what I have seen to work and not work in my years of running CX transformation programs.

Enjoy!