31 episodes
Your CX Energy Boost! Zanna van der Aa
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- Business
Based on her PhD in CX and her 20+ years of experience with driving CX transformation programs globally, Zanna van der Aa shares all her knowledge with you, so you can enhance the impact of your own CX program even more. She always combines her scientific background with a very no-nonsense, pragmatic, energizing approach that you can apply immediately in your day-to-day work.
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Discovering CX Transformation to forster Human Centricity EPS #31
Join 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 dif...
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Successful Journey Management in 7 steps EPS #30
Join 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 m...
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How Your CX & EX Drivers Guide Transformation EPS #29
Join 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 li...
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10 Survey Tooling Mistakes & How to Avoid Them EPS #28
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 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 cus...
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CX should focus less on... CX EPS #27
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 ToolBefore plunging headlong into the tool selection process, it's crucial to lay the groundwork, understand dynamics, and assess the true business val...
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Interview with Sandra Thompson (Ei Evolution) on the Impact of Emotional Intelligence in Customer and Employee Experience EPS #26
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 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 intel...