Your CX Energy Boost‪!‬ Zanna van der Aa

In this podcast, Zanna interviews Inge Dubois, director of operations at Randstad Belgium. Zanna was inspired by Inge's vulnerability, willingness to learn and to lead by example in a project they worked on together, using elements of the filosophy of Dan Cable's  book Alive at Work.

Since many leaders and also CX professionals are figuring out this puzzle of transformation, they sat down together to talk about Inge's experiences and tips for any leader wanting to experiment with more empowered ways of working and/or for any professional (CX, HR, digital, sustainability) that is looking to work with leadership to facilitate transformation.

Link to sign up to Zanna's curated CX newsletter: https://zannavanderaa.com/weekly/.

NB. Unfortunately due to a technical error, the sound is not optimal, but we felt the content is too valuable to not share this podcast. This podcast was recorded in December 2022.

Without great Employee Experience there is no great Customer Experience. But how do you enhance the experience of the employees and choose the best way to let CX and EX reinforce each other?

In this episode Zanna and Miranda discuss the key issues with most employee engagement measurements (spoiler alert: most employee engagement survey tools are NOT giving you the drivers you need to enhance engagement).

Zanna explains the key issues but also shares what you can do to make smart use of many existing insights from science to make sure your organisation is measuring what matters most to your employees.

Link to sign up to Zanna's curated CX newsletter: https://zannavanderaa.com/weekly/.

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 these podcasts she has the role of the interviewer. This podcast was recorded on Oct 28th, 2022.

Recognize this mechanism?

"When we score higher than the benchmark, we say: yes! we are done! When we score lower than the benchmark we start questioning the research..."

In this episode Zanna and Miranda discuss the content of benchmarking.

Does it make sense at all?
If yes, when does it make sense?
How can I best benchmark NPS or satisfaction?

They also discuss some crucial tips and tricks to watch out for if you want to benchmark your NPS or SAT score.

Link to sign up to Zanna's curated CX newsletter: https://zannavanderaa.com/weekly/.

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 these podcasts she has the role of the interviewer. This podcast was recorded on Oct 28th, 2022.

There are 3 key metrics in the field of Customer Experience:
The Net Promotor Score (NPS)The Customer Effort Score (CES)Customer Satisfaction (SATIn this episode, Zanna explains the sense and non-sense of the NPS and the CES.
She starts with the history of both metrics and how they originally were intended to be used.

Based on the books about the metrics, her scientific perspective of loyalty and the data analyses she has done with several organisations, she takes you on a journey so you can better understand and explain the pros and cons of each metric and how to use them.

Link to sign up to Zanna's curated CX newsletter: https://zannavanderaa.com/weekly/.

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 these podcasts she has the role of the interviewer. This podcast was recorded on Sept 30th, 2022.

In this second episode, Zanna van der Aa (20+ years of experience in CX and PhD in CX) explains how you can find the drivers of customer experience. 

Most organisations are struggling to find hard, steerable data that tells them: for this journey, topic x will get you to a 8 or 9+ five times faster than topic y.

Most research companies fail to deliver on that promise. They either analyze open texts or predefined list of topics customers could select or they use correlation (which is not the same as cause and effect!).

Zanna explains:
the risks of not using smart statisticswhich smart statistics to use and the value they addthe process how to find the drivers of your journeysLink to sign up to Zanna's curated CX newsletter: https://zannavanderaa.com/weekly/. 
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 these podcasts she has the role of the interviewer. This podcast was recorded on Oct 28th, 2022.

In this first episode of the CX Energy Boost podcast, Zanna van der Aa explains why many organisations struggle to find the right compass for their CX programs. Meaning: what's the best way to discover exactly which buttons to push to have the biggest impact and fastest increase in CX (for example satisfaction or Net Promotor Score increase).

She explains:
The 5 types of experience and their metricsThe risks of measuring touchpointsHow to connect journeys, channels and the overall experienceHow to use smart statistics to find those buttons and create hard, steerable information that will show you exactly what to improveThis approach has been proven many times with different organisations, sector and even countries. Every time we have been able to show a significant increase (i.e from a 6.2 to a 7.1  or a 7.9 to an 8.8) within 3 months time.

Link to sign up to Zanna's curated CX newsletter: https://zannavanderaa.com/weekly/. 
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 these podcasts she has the role of the interviewer. This podcast was recorded on Oct 28th, 2022.