The CX Quantum Leap

This is part of our Leadership Behavior Series, where we're diving deeper into some of the 21 behaviors from my new book on human-centric CX transformation: Once You See It . In this episode, Miranda and I talk about something that fuels every transformation from the inside out: bringing the energy. And I don't just mean being loud or high-octane about it. I mean knowing your energy — wh...

This is part of our Leadership Behavior Series, where we're diving deeper into some of the 21 behaviors from my new book on human-centric CX transformation: Once You See It. In this episode, Richard and I talk about something I think is absolutely foundational for any leader navigating transformation: understanding their context. And I don't just mean knowing your stakeholders or your or...

This is part of our Leadership Behavior Series, where we're diving deeper into some of the 21 behaviors from my new book on human-centric CX transformation: Once You See It . In this episode, Joanna and I talk about something that I think is genuinely changing the way the best organisations approach change: adaptive transformation. And I know what you might be thinking — we already have a roa...

This is part of our Leadership Behavior Series, where we're diving deeper into some of the 21 behaviors from my new book on human-centric CX transformation: Once You See It. In this episode, Richard and I talk about something that I think is really foundational for leaders: embracing your courage. And I don't mean the loud, heroic kind. I mean the quiet, daily kind — the kind that asks y...

This is part 1 of our Leadership Behavior Series, where we're diving deeper into some of the 21 behaviors from my new book on human-centric CX transformation: Once You See It . In this episode, Miranda and I talk about something that I think is really crucial for leaders: creating a reflection rhythm. And I know, I know, your calendar is probably back to back with meetings. Trust me, I get it...

Most CEOs agree Customer Experience drives business results. But few know how to make it work beyond the buzzwords. In this episode, Dr. Zanna van der Aa shares the CEO án CX transformation lead perspective of her new book Once You See It — a practical guide for leaders who want to make human-centric transformation measurable, scalable, and real. You’ll learn: Why 4 out of 5 CX programs fail — and...

AI is transforming business, but not always in the right direction. In CX, it’s easy to get lost in the hype. Tools that automate workflows are suddenly called “AI,” and efficiency becomes more important than experience. This episode demystifies the five biggest myths about AI in Customer Experience—and shows how leaders can use AI to enhance the human experience instead of replacing it. What you’...

Many CX teams struggle with getting leaders to actively contribute to customer experience transformation. While most leaders say they support CX initiatives, translating that into meaningful action is often the real challenge. In this episode, we explore a proven 3-step framework for leadership activation: 1. Understand Their Needs - Move beyond generic approaches by having deep one-on-one convers...

In Podcast #56 we dive into the big question: how do you use Employee Experience (EX) as a design principle for every CX-transformation? Want to explore and learn more after this podcast? Just send me a DM on LinkedIn!   Zanna explains why the mantra “there’s no CX without EX” only matters when you make it concrete. Expect straight-talking examples, behavioural-science nuggets and loads of practic...

Turning CX from a project into daily practice takes more than slogans. This episode shares a practical COO playbook and if you’d like to explore bringing this to life, just drop me a DM on LinkedIn. In this episode of the C-suite series dr. Zanna van der Aa and Miranda Nijenhuis discuss the top five COO benefits and behaviors for successful CX transformation, aimed at executives who wonder: “How c...

Embedding CX into culture isn’t easy, but it’s possible. This episode unpacks a real-world playbook from Zain. If you’re keen to explore how to build the same momentum, feel free to connect with me through DM on LinkedIn.  In this episode, Zanna sits down with 25-year-old transformation lead Fahed Alshammari to unpack how Zain turned a one-line challenge—“infuse customer experience into the DNA of...

Curious how to turn CX from a support function into a true business driver? Rob’s story at PostNL shows what it takes and if you’d like to explore applying these principles, just send me a LinkedIn DM. In this episode, I’m joined by Rob, one of the driving forces behind the Journey Factory at PostNL. Together, we explore how customer experience (CX) can move from being a support function to becomi...

Tired of defending CX with vanity metrics? This video shows how to anchor it in hard data and if you’d like to discuss applying this approach, just drop me a DM on LinkedIn. In this podcast, Zanna van der Aa challenges one of the most common requests she hears from leaders: "What’s the business case for CX?" Her response may surprise you.  Instead of trying to justify the value of custom...

Curious how CHROs can become true drivers of CX transformation? This episode lays it out and if you’d like to explore applying these behaviours in your organisation, my LinkedIn DMs are open. In this episode, we explore the vital role CHROs play in successful CX transformation. We share five key benefits and five concrete behaviors that allow CHROs to drive both employee engagement and customer im...

CX is not the goal — it’s the tool. If you’re ready to link CX to revenue, culture, and purpose, this episode lays out the roadmap. Keen to discuss applying it? Feel free to send me a LinkedIn DM. Too many organizations treat Customer Experience (CX) as the end goal. But that’s where it often goes wrong. CX is not the goal — it’s a means to an end. A tool to drive concrete business outcomes like c...

Mapping journeys but not seeing results? This episode reveals the top 10 pitfalls and if you’d like to explore how to build impactful journey management in your organisation, my LinkedIn DMs are open. Are you mapping journeys but not seeing real impact? In this episode, I break down the 10 most common mistakes in journey management and how to avoid them.  From lack of data to endless analysis loop...

Leadership, connection, and performance made practical. If you’d like to explore how to build this mindset in your own CX program, just drop me a DM on LinkedIn. When people think of customer experience, they often picture fast-paced B2C environments. But what does CX look like in a B2B industrial world—where relationships span decades and trust is everything?  In this episode, I talk with Eliza f...

Curious how CIOs can lead true human-centric digital transformation? This episode unpacks the mindset and behaviours that make it work. Like to explore applying them in your organisation? My LinkedIn DMs are open. Welcome to another episode in our CX Transformation podcast series. Today, we’re focusing on the role of the CIO (or CDO, or CTO) in driving customer experience transformation. It turns...

Relying on direct feedback to fix CX? This episode shows why that often falls short. If you’d like to explore smarter, driver-based approaches for your organisation, just send me a DM on LinkedIn. In this episode, Zanna van der Aa and Miranda Nijenhuis explore a key topic in Customer Experience (CX): why the value of direct feedback is often overrated. Many companies, especially those just beginni...

Curious how purpose and people-first values truly shape a CEO’s path? Andrea’s story might spark inspiration and if you’d like to explore what this could mean for your own leadership, my LinkedIn DMs are open. In this episode, I sit down with Andrea Avila (CEO de Randstad para Argentina, Chile y Uruguay), a leader whose journey from working in her family business at 13 years old to becoming a glob...

Most CEOs know CX matters, but few make it stick. This conversation shows how and if you’re keen to discuss bringing these insights to life, feel free to DM me on LinkedIn. Are you a CEO or CX leader looking to drive real customer experience transformation? In this video, we break down five key benefits of CX transformation and five critical CEO behaviors that make it successful. No fluff—just act...

Service design is powerful, but it’s not a silver bullet. This conversation shows when to use it — and when not to. If you’d like to discuss what fits best for your challenges, feel free to connect with me through DM on LinkedIn. In this episode, Dr. Zanna van der Aa and Miranda Nijenhuis dive deep into the widespread hype of service design and discuss why companies often struggle to apply it effe...

What happens when leaders embrace imperfection and humanity? This episode dives deep and if you’d like to explore how to build trust-based leadership in your organisation, just send me a DM on LinkedIn. In this episode, I welcome leadership expert Richard Stark (Egon Zehnder) for an in-depth conversation about the evolving dynamics of modern leadership. Together, we explore how trust, authenticity...

In this episode of the Human Centric CEO podcast, I sit down with Sid van Wijk from Miro to explore the future of work. We dive into the challenges of hybrid work, the "hybrid paradox" of flexibility vs. connection, and how experimentation can shape better workplaces. Sid shares practical tips like the "Rule of Two" for inclusive meetings and highlights the magic of human conne...

Journey centricity is more than a CX hype. If you’re keen to make it a true driver of change in your own company, let's connect through sending me a DM on LinkedIn. In this episode of the Human Centric CEO podcast, we talk with Joana (Forrester) about the concept of journey centricity and how it helps organizations become more human-focused. Prefer to watch our video recording? Check the podc...