Discovering CX Transformation
Based on her PhD in CX and her 25+ years of experience driving CX transformation programs globally, dr. Zanna van der Aa explains the core concepts of Customer Experience transformation, navigating you through the sense and nonsense, sharing do's and don'ts, lessons learnt and successful, inspiring interventions.
She combines her scientific background with a very no-nonsense, pragmatic, energizing approach that you can apply immediately in your day-to-day work. Always connecting it to her vision of creating more Human Centric organisations by focusing on the three pillars of successful CX transformation: customers, employees and purpose.
Discovering CX Transformation
Interview Jochem van der Veer (TheyDo) on Journey Management | EPS #14
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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 Silos & Drive Collaboration
📌 Extract The Right Data & Have Meaningful Impact
📌 Shift Mindsets & Drive Progress
Check out this podcast to gain valuable insights on journey management and unlock it's potential in your own organisation.
(00:00) Introduction and Personal Background
(05:25) The Power of Journey Mapping and Journey Management
(12:42) Breaking Silos with Journey Management
(19:56) The Big Shift Towards Journey Management
(23:30) A Pragmatic Approach to Journey Management
(28:39) Driving Journey Management: Role of Departments
(32:19) Preventing Data Overload in Journey Management
(37:42) Taking Journey Mapping to the Next Level
(42:20) The Future of CX
To dive deeper into the popular topic of Journey Management, we recorded a podcast with Jochem van der Veer (CEO TheyDo, EPS 14) and Danny Peters (CEO MilkyMap, EPS 15).