Your CX Energy Boost!
How Your CX & EX Drivers Guide Transformation EPS #29
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
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