29 episodes

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.

Your CX Energy Boost‪!‬ Zanna van der Aa

    • 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.

    How Your CX & EX Drivers Guide Transformation EPS #29

    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...

    • 22 min
    10 Survey Tooling Mistakes & How to Avoid Them EPS #28

    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...

    • 25 min
    CX should focus less on... CX EPS #27

    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...

    • 25 min
    Interview with Sandra Thompson (Ei Evolution) on the Impact of Emotional Intelligence in Customer and Employee Experience EPS #26

    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...

    • 46 min
    Interview Kinga & Lotte on Generational Insights and How to Engage Gen-Z EPS #25

    Interview Kinga & Lotte on Generational Insights and How to Engage Gen-Z EPS #25

    Join 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 concr...

    • 41 min
    Stop measuring touchpoints EPS #24

    Stop measuring touchpoints EPS #24

    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 ans...

    • 20 min

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