Your CX Energy Boost‪!‬ Zanna van der Aa

Join 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 tech-savviness. 

This podcast is a must-listen for anyone interested in understanding and implementing progressive HR practices and for those keen on engaging the younger workforce effectively. Tune in to explore the possibilities of what your organization could look like on different levels.

(00:33)  Introduction and Background
(03:10) The Disruptors and Changing Work Culture
(07:07) Meta Analysis of HR Models
(11:04) Maturity Model and Assessments
(14:24) The Challenge of Changing Behavior
(16:06)  HR Maturity Levels and Openness to Change
(18:06) Addressing HR Questions and Transforming Roles
(29:38) Connecting on a Concrete Level
(33:45) Attracting and Engaging Millennials and Gen Z

Join 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 transformation: Dive into the broader context of CX transformation
📌 Overcoming challenges: Uncover common mistakes and challenges faced by organizations during CRM and journey management implementation

Tune in now and unlock the potential of journey management!

(00:00) Introduction and Personal Background
(05:25) The Power of Journey Mapping and Journey Management
(12:42) Breaking Silos with Journey Management
(19:56) The Big Shift Towards Journey Management
(23:30) A Pragmatic Approach to Journey Management
(28:39) Driving Journey Management: Role of Departments
(32:19) Preventing Data Overload in Journey Management
(37:42) Taking Journey Mapping to the Next Level
(42:20) The Future of CX
To dive deeper into the popular topic of Journey Management, we recorded a podcast with Jochem van der Veer (CEO TheyDo, EPS 14) and Danny Peters (CEO MilkyMap, EPS 15). 

Join 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 Progress

Check out this podcast to gain valuable insights on journey management and unlock it's potential in your own organisation.

(00:00) Introduction and Personal Background
(05:25) The Power of Journey Mapping and Journey Management
(12:42) Breaking Silos with Journey Management
(19:56) The Big Shift Towards Journey Management
(23:30) A Pragmatic Approach to Journey Management
(28:39) Driving Journey Management: Role of Departments
(32:19) Preventing Data Overload in Journey Management
(37:42) Taking Journey Mapping to the Next Level
(42:20) The Future of CX

To dive deeper into the popular topic of Journey Management, we recorded a podcast with Jochem van der Veer (CEO TheyDo, EPS 14) and Danny Peters (CEO MilkyMap, EPS 15). 

Join the Champions League of  Customer Experience Transformation!
Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/

So… You know the importance of CX. 
But how do you excite all colleagues to work on improving the experience?  
And how can you effectively change behavior? 

Zanna and Miranda discuss the key elements to successfully changing behavior: 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 it easier to engage in new behaviors.
💡 Find out how to use the drivers of satisfaction to create a transformation program, including how to translate drivers into tiny habits and create a menu of experiments customized to different roles in the organization.

💡 Discover how to create a fun and engaging community that everyone wants to be part of.

Just hit play to and check out this podcast on behavior change and customer experience!

Zanna van der Aa  combines 20+ years of experience in CX transformation with a PhD in CX.
Miranda Nijenhuis is Zanna's partner in crime for over 8 years now and in this podcast she has the role of interviewer. 

This podcast was recorded on April 4th, 2023.

Join the Champions League of  Customer Experience Transformation!
Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/

Discover 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 in using journey mapping to improve customer experience
💡 And how to find the real, latent drivers of satisfaction based on your journey mapping insights

Don't miss out on this opportunity to improve your journey mapping skills.
Tune in now!

Zanna van der Aa combines 20+ years of experience in CX transformation with a PhD in CX.
Miranda Nijenhuis is Zanna's partner in crime for over 8 years now and in this podcast she has the role of interviewer.

This podcast was recorded on April 4th, 2023.

Join 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 you want to know when to use which type of experience metric like the Net Promotor Score, Customer Satisfaction and / or Customer Effort Score?

Then this is the podcast for you ;-)

In this podcast Zanna introduces the scope of the five types of experience and the metrics used to measure them.

💎 Brand Experience
💎 Customer Experience
💎 Employee Experience
💎 Service Experience
💎 User Experience

She also offers valuable insights and recommendations on how to prioritize and design digital experiences based on customer insights.

Zanna van der Aa combines 20+ years of experience in CX transformation with a PhD in CX.
Miranda Nijenhuis is Zanna's partner in crime for over 8 years now and in this podcast she has the role of interviewer. 

This podcast was recorded on April 4th, 2023.