The CX Quantum Leap

What happens when leaders combine structure with meaning? This conversation shows what’s possible and if you want to explore how to translate these ideas into action, just drop me a DM on LinkedIn. Leadership is about more than strategies and metrics; it’s about balancing the head and the heart. In this podcast, Emre Gurkan (CEO Zain Iraq) and I explore the journey of blending creativity and disci...

Meaningful leadership goes far beyond hitting targets. If you’re ready to weave purpose into your daily work, DM me on LinkedIn to dive deeper. What does it take to make a business thrive for the long term? Hint: It’s not just about profit. In this heart-to-heart conversation, Naiara and Zanna discuss how human-centric leadership can be a game changer. Naiara, who has spent two decades at Randstad...

For timestamps see below. Have you ever wondered how connecting customer experience (CX) with business impact can revolutionize your strategy? In this episode, we sit down with Jeroen Velthof, CX manager at Bol, to explore the art of balancing customer experience with tangible business value. Discover the secrets behind Bol’s success: making CX a company-wide mission, translating NPS into actionab...

For timestamps see below. Don’t underestimate the importance of leadership in CX Transformation Make leadership activation part of your program design, involve them as soon as possible and make their roles really tangible. How? 🚀 Check which levels of leadership you have in your organization 🚀 Customize specific activities for their role 🚀 Onboard every level separately 🚀 Share monthly scores...

Join dr. Zanna van der Aa and Professor Dan Cable from London Business School as they explore the concept of human-centric leadership. Wondering how to make this tangible for you? Just send me a DM on LinkedIn. Prefer the video version? Check out on YouTube ! For timestamps, see below In this insightful and energizing conversation, they discuss how CEOs can foster a culture of purpose and engageme...

Curious how a human-centric CEO really thinks and acts? Nawaf’s story might spark ideas for your own journey. If you’d like to explore what this could look like in your organisation, just drop me a DM on LinkedIn. In this first episode of the Human Centric CEO series of videopodcasts, host dr. Zanna van der Aa sits down with Nawaf Al-Gharabally, CEO of Zain Kuwait, to dive deep into the world of C...

For timestamps see below. 💡 Do you recognize this? You have a lot of valuable insights from all the measurements you do, but there is no execution power to actually improve the customer experience. Time to start building journey and channel teams! In this podcast, Zanna talks you through the 10 steps to successfully build your own teams. She shares everything  you need to know about: How to selec...

For timestamps see below. Stuck in Operational CX? 👉 CX is a separate team or department 👉 You’re measuring touchpoints and/or channels 👉 You’re struggling to mobilize others  👉 There are mainly analysis and little execution Time to move to Transformational CX! In this podcast Zanna talks you through 10 ways that can help you make this move. If you want to know more about: ✔️ A clear CX Compas...

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 management tool and if so, how it shoul...

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 difference between product-centric, customer-...

For timestamps see below. You use this tool to send your customer and employee experience surveys but 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 Religion Nowadays it’s very common to ask a customer one question followed by an open t...

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 phrase or no link is made between the two at all. Listen to this podcast and discover how the two are linked and how you can make 'the...

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 Tool Before plunging headlong into the tool selection process, it's crucial to lay the groundwork, understand dynamics, and assess the true business value these tools can deliver. 📌 We...

For timestamps see below. “We are designed to connect.” Sandra Thompson Sandra 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 intelligence, and relationship management...

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 concrete insights and actionable exercises for org...

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 answer some of the specific remarks. So i...

For timestamps see below. In this podcast episode, I had the pleasure to interview Ken Coyne, the co-founder of Ops Talent, a company known for its innovative approach to employee experience and culture. Some interesting topics we discuss: 👉 The 5 H’s Framework Ops Talent's core values Be Happy, Be Healthy, Be Humble, Be Helpful, and Be Honest, and how they're integrated into the compan...

For timestamps see below. Do you want to transform your organization into a customer-centric powerhouse? Sam Stern is Customer Experience Expert at LinkedIn and a former CX analyst at Forrester. In this podcast Zanna and Sam delve deep into the concept of a customer-centric culture. 6 Reasons to tune in: 👉 1. Alignment Across the Board Learn how a customer-centric culture ensures that every membe...

For timestamps see below. Are you ready to unlock the secrets of successfully integrating Customer Experience (CX) into your organization's DNA? This podcast offers valuable insights and actionable strategies. CX initiatives often start as programs, but the real magic happens when CX becomes an integral part of your organizational culture. The ultimate goal? Integrating CX in every facet of y...

For timestamps see below. Are you curious about the inner workings of Customer Experience (CX) transformation and the pitfalls that CX teams encounter when trying to engage leadership? If so, you will definitely like this podcast! We delve into the world of CX transformation and explore three major pitfalls that organizations stumble upon. Here's a sneak peek into what you can expect: Pitfall...

For timestamps see below. In this podcast episode, we delve deep into the essence of customer experience, breaking it down into five goals that guide you through a clear CX transformation journey. 💡Goal 1: Understanding How to Impact CX 💡Goal 2: Translating Insights to Improvements 💡Goal 3: Collaborating Across Silos 💡Goal 4: Inspiring Employees to Focus on CX 💡Goal 5: Financial Impact of CX...

For timestamps see below. Ever wondered how to reduce unnecessary customer contacts while boosting your customer experience?  Zanna shares her effective approach, revealing how to calculate potential savings, create simple yet impactful business cases, and and ultimately enhance the journeys to prevent contacts that also your customers would love to avoid. Tune in to learn more about: 💡 Understan...

For timestamps see below. Dr. Maxie Schmidt is Vice President & Principal Analyst for Forrester on the topic of Customer Experience. In our new podcast Zanna and Maxie unravel the business impact of CX - and no, this is not just about making a business case - and discuss 6 common CX mistakes. They talk about valuable insights for successful CX transformation, discuss how a company's strat...

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...

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 Sil...