Your CX Energy Boost‪!‬ Zanna van der Aa

In this episode we explore why CX might benefit from a shift in perspective. Zanna challenges assumptions she sees and hears 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 Need to Map All Journeys 
Instead of giving in to the obsession with mapping all the journeys, prioritize journeys based on hard data and focus on the journeys that have the greatest impact on key business data.📌 We Need Continuous Measurement
The allure of continuous measurement often leads organizations down a path of data collection without a clear vision of how to turn insights into actionable improvements.📌 We Need a CX Strategy
The notion of crafting a standalone CX strategy divorced from the overarching organizational strategy can result in disjointed efforts and missed opportunities.📌 We Need a CX Ambassador 
Relying solely on CX ambassadors, often cherry-picked from within the CX department, can lead to a limited reach and impact. Foster a culture where every employee is empowered to champion CX initiatives, regardless of their department, fostering a groundswell of engagement and commitment.📌 We Need a Chief Customer Officer (CCO)
Placing the burden of CX solely on the shoulders of a Chief Customer Officer can foster a culture of dependency and detachment among employees. Embed customer-centricity throughout the organization, encouraging every individual to embrace their role in shaping exceptional customer experiences.Let's strip away the layers of complexity and focus on the essence of CX - how we make our customers feel. It's the little moments that leave a lasting impression.

(01:12) Introduction
(04:46) Journey Management Tools
(06:42) Mapping all the Journeys
(09:41) Continuous Measurement
(14:39) CX Strategy
(19:27) CX Ambassadors
(21:54) CCO
(23:30) Focus on the essence of CX

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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.

🔎Technology and Human Connection: The conversation explores how technology can enhance human connection and emotional intelligence, bridging gaps in understanding and empathy.

🔎Impact of Emotional Intelligence in Organizations: Sandra shares real-world examples where emotional intelligence implementation led to positive changes in interactions and productivity within organizations.

🔎Concrete Tips for Developing Emotional Intelligence: Sandra offers practical steps like journaling, mindful breathing, and actively seeking feedback to develop emotional intelligence effectively.
The podcast also delves into specific strategies for inviting feedback, behavioral science insights, and the crucial importance of understanding customers' emotional needs in organizational settings.

Tune in and embrace the transformative power of emotional intelligence in your life and work.

Timestamps
(00:05) Introduction and Background
(04:38) Technology and Human Connection
(07:10) Daniel Goleman's framework
(13:58) Self-Reflection in Transformation
(21:24) Impact of Emotional Intelligence in Organizations
(28:14) Concrete Tips for Developing Emotional Intelligence
(30:47) Journaling, Response, and Inviting Feedback
(42:07) The Importance of Understanding Customers' Emotional Needs

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

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 organisations.

In this podcast they share practical strategies for enhancing collaboration and productivity across generations and talk about the importance of recognizing and embracing generational diversity to foster a more inclusive and harmonious work environment.

Some other topics in this podcast:
👉 Managing Generational Differences: Tips for managers include being honest role models, understanding generational differences, and creating environments where diverse perspectives are valued.
👉 Cross-Generational Learning: Younger generations can learn soft skills and patience from older colleagues, while older generations can benefit from the technological proficiency and fresh perspectives of younger coworkers. A mutual exchange of knowledge and skills strengthens workplace dynamics.
👉 Recruitment and Retention Strategies: Younger generations prefer purpose-driven organizations that contribute to societal or environmental goals. Authenticity and alignment with organizational culture are crucial factors in attracting and retaining talent. Providing opportunities for personal development and career growth is also essential for younger workers.

So if you’re interested in the complexities and opportunities presented by generational diversity in today's workplace, tune in to gain a deeper understanding of how to navigate and leverage generational differences.

Timestamps
(01:23) Introduction Lotte & Kinga
(06:23) Understanding Generations
(12:43) Challenges for Companies
(17:31) Improve Collaboration Reduce Burnout
(23:41) Managing Generational Differences
(26:41) Cross-Generational Learning
(32:06) Recruitment and Retention Strategies

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

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 if you want to know:
How channels, touchpoints, journeys, life cycles are connectedWhat the risks are of measuring touchpointsWhy you struggle to mobilize your organisation with your touchpoint measurementsWhy you need an integrated approach to finding drivers and not a zoomed-in approach on separate touchpointsThen I’m sure you will value the perspectives I share in this podcast!

They are not “the truth”, it’s just what I have seen to work and not work in my years of running CX transformation programs.

Enjoy!

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

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 company culture.

👉 Leadership by Example We talk about communication and openness in leadership style, encouraging feedback from the team and fostering an environment where mistakes are learning opportunities.

👉 Cultivating a Family Culture How Ops Talent fosters a family-like atmosphere where individuals feel valued and supported. Ken highlights the roles of his brother Trevor and Gabriella, leveraging their strengths in leading the company.

👉 Transitioning from KPIs to "Keep People Inspired" Shift focus from traditional KPIs to "Keep People Inspired" metrics, recognizing and rewarding employees for their contributions, fostering a positive work environment.

Next to that Ken shares some steps for improving company culture.

Looking for valuable insights into leadership, culture-building, and employee engagement? Tune in now!

(01:32) Ken's Background and Journey
(05:46) Ops Talent's Origins and Evolution
(13:20) The Five H's Framework
(19:44) Challenges and Learnings in Cultivating Culture
(25:53) Leadership by Example
(28:51) From KPIs to "Keep People Inspired"
(34:18) Steps for Improving Company Culture
(37:10) Embracing Change and Human-Centricity

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

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 member of your team, from behind-the-scenes employees to customer-facing staff, comprehends how their daily efforts contribute to delivering exceptional customer experiences. This alignment is the secret sauce for fostering a cohesive, customer-centric workforce.

👉 2. Business Impact Unveiled
Discover the magic that happens when employees truly grasp the connection between providing great customer experiences and tangible business success. Sam underscores the importance of helping your team recognize the value of their individual contributions in achieving customer-centric goals.

👉 3. Manageable Change
In a customer-centric culture, Sam highlights the creation of a framework that makes change feel manageable and well within each employee's capabilities. Encourage your staff to implement small yet impactful changes in their roles, all while contributing to the broader objective of customer-centricity.

👉 4. Cultivating a Customer-Focused Culture Takes Time
Understand that culture transformation isn't a sprint; it's a marathon. Sam provides valuable insights into why it often takes several years to establish a customer-centric culture and how to pursue this transformation alongside immediate customer experience improvements.

👉 5. Employee Engagement Matters
Explore the critical link between employee engagement and delivering exceptional customer experiences. Zanna and Sam emphasize that engaged employees, armed with a strong sense of purpose and the freedom to enhance customer service quality, can be a game-changer for businesses.

👉 6. The Bright Spots Analysis
Get ready to dive into the Bright Spots analysis, a powerful technique for identifying top performers within your organization. By understanding what sets these high achievers apart from the rest, you'll be able to distill interventions, training, or tools to empower other employees to emulate these behaviors and elevate the customer experience.

Start your transformation journey today and tune in!

(03:15) Introduction to Customer-Centric Culture
(06:42) Alignment Across the Organization
(09:18) Connecting Customer-Centricity to Business Impact
(11:45) Framing Individual Contributions
(15:02) Culture Transformation Takes Time
(18:40) Involving Employees in Co-Designing Changes
(21:12) Employee Engagement and Sense of Purpose
(24:19) Employee Empowerment and Sense of Purpose
(26:50) Bright Spots Analysis
(28:35) Leadership's Role in Culture Change