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 Kinga & Lotte on Generational Insights and How to Engage Gen-Z EPS #25
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