The CX Quantum Leap

For timestamps see below. Journey Management: Transforming Customer Experiences 🚀 Danny Peters is Co-Founder & CEO of Milkymap. Join us in this podcast where we talk about the world of journey mapping and journey management and create true customer centricity through data modelling. Here's why you should tune in: 📌 Practical applications: Learn how journey management tools can be implem...

So… You know the importance of Customer Experience and have generated some insights about the needs of your customers.   But how do you excite all colleagues to work on improving this experience?  And how can they effectively change their behaviors in their daily work? Zanna and Miranda discuss the 3 key elements to successfully experimenting with new behaviors based on the theory of Tiny Habits :...

Is your organization struggling with the extreme broad topic of CX? Do you feel you are speaking a different language when talking about CX? Are your UX-ers claiming CX? Is you Contact Center claiming CX? They are not wrong, but we see it's just not helpful if you are not speaking the same language when it comes to the scope of the different types of experience and how they are connected. Do...

Discover the power of Journey Mapping with Zanna and Miranda in our latest podcast episode.  In just 30 minutes, you'll learn how journey mapping can help you understand what steps your customers go through with your organization, prioritize improvements, and enhance experience. Plus, you'll get valuable insights on the different types of journey mapping and how to use them to achieve yo...

aka Key Statistics for CX Professionals ;) 👉 Are you a CX professional struggling to make sense of statistics?  👉 Are you intimidated by the complexity of data analysis?  Fear not! Tune in to this podcast and learn how you create steerable information on this fluffy thing called experience. On top of that, you learn about 5 key CX metrics that no one seems to think about... With a focus on metho...

In this podcast Zanna & Arjan (regional VP transformation consulting) talk about digital transformation and customer experience transformation. Arjan and Zanna met in 2007 when they were both part of the high potentials program at Capgemini. They recently reconnected in their shared dream to humanize organisations. As always we start with the background of our guest and what digital transforma...

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 dow...

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 ti...

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 enga...

In this episode, Zanna explains the sense and non-sense of the NPS  (Net Promoter Score) and the CES (Customer Effort Score). 💡 Does your organization measure NPS but are the scores volatile? 💡 Do you want to improve the NPS or CES but you have no idea where to start? 💡 Or do the improvements you implement have no effect on the overall score? Join Zanna & Miranda in this podcast on a trip d...

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...

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 the...

I had the honor to interview Dan Cable (London Business School Professor). He is the author of one of my three 'bibles': his book "Alive at work". We talk about why he loves to work in this field of creating energy and empowerment in organisations, how he got into the field and why transformation is so difficult for so many organisations. Topics we discuss: Serendipity, Alive a...

In this podcast, I'd like to take you on my personal journey . I'll share with you the lessons I've learned over the past 20 years, which I believe were important in successfully getting organizations moving towards more customer- and human centricity.  These are personal lessons which had a direct effect on my professional role. As I believe that those 2 can never be truly disconne...