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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-centric, and human-centric organizations, emphasizing the importance of integrating employees, customers, and purpose.
  
  
• Development of Driver Analysis Technique
  Zana talks about her PhD work and the development of a statistical driver analysis technique that proves the impact of human-centric elements on business metrics like NPS and satisfaction.
  
  
• Behavioral Science in CX Transformation
  Zanna discusses the use of behavioral science, including insights from "Alive at Work" and "Tiny Habits," to create tangible changes in employee habits that enhance customer as well as employee experience.
  
  
• Leadership and Steering for Human Centricity
  We highlight the importance of leadership in driving human-centricity, where leaders need to balance financial metrics with employee and customer-focused KPIs.
  
  
• Digital Transformation and Human-Centricity
  We explore the relationship between digital and CX transformation, illustrating how digital tools can enhance personal attention and human aspects in customer interactions.
  
  
• Measuring Human-Centricity in Organizations
  Zanna introduces a culture survey to measure human centricity in organizations, and she explains how to use the survey results to drive engagement and business impact.
  
  

(03:36) Defining Human-Centricity in Organizations
(05:57) Development of Driver Analysis Technique
(12:28) Behavioral Science in CX Transformation
(15:55) Leadership and Steering for Human Centricity
(17:45) Digital Transformation and Human-Centricity
(19:13) Measuring Human-Centricity in Organizations