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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

Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/

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 should support you.

📌 Step 1 Make a list of all journeys within your organizations on 2 levels.

📌 Step 2 Collect data to prioritize the journeys.

📌 Step 3 Map one journey and find the drivers.

📌 Step 4 Collect relevant internal data.

📌 Step 5 Create a journey team.

📌 Step 6 Introduce a bi-weekly rhythm for improving the journey.

📌 Step 7 See measurable results in 2 to 3 months.

Go through steps 3 to 7 with one journey so you can learn and experiment. Only then start mapping the next journey.

After going through the 7 steps, you can make your own smart choices when it comes to your journey management.

(1:41) Why this podcast?

(02:55) Step 1: List all journeys

(05:45) Step 2: Collect data

(10:41) Step 3: Map one journey and find the drivers

(14:39) Step 4: Collect relevant internal data

(15:30) Step 5: Create a journey team

(16:57) Step 6: Introduce a rhythm for improvement

(18:24) Step 7: See measurable results in 2 to 3 months

Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/

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 human-centric organisation' very concrete with the drivers of customer and employee experience.

(01:39) The importance of purpose in CX transformation
(02:55) Understanding the link between CX and EX drivers
(04:08) Integrity as driver of EX
(10:42) Utilizing drivers as design principles
(11:24) Project management and driver alignment
(13:00) Redesigning employee onboarding
(14:31) Leadership behaviors for driving purpose
(16:42) Redesigning customer journeys based on drivers
(18:03) Balancing cost reduction with driver impact