Yes, employee experience has finally hit the corporate buzz-o-sphere. “There’s no CX without EX!” is plastered on every keynote slide. Yet in most organisations the two still live in different ZIP codes—HR runs engagement surveys, Customer teams ...

If you still think customer experience is something for Marketing or the Contact Center, think again. After 25 years of leading CX programs in more than 20 countries, there’s one pattern that shows up consistently: Real transformation ...

We often assume that if we want to create real impact, we should start with the customer. Design better journeys. Collect more feedback. Innovate around their needs. That if we just listen hard enough, structure smart enough, ...

If you’ve ever felt like your CX team is pushing water uphill—mapping journeys, conducting research, collecting insights, and yet… nothing really changes—this one’s for you. Because I’ve had that feeling too. And when I spoke with Rob ...

Yes, I’ve told a potential client they were asking the wrong question. No, they didn’t walk away. In fact — they became a client. Let me take you back to a moment I’ll never forget. A senior ...

“But Zanna… isn’t CX something for the Chief Customer Officer? What does that have to do with me as CHRO?” If I had a euro for every time I’ve heard that question…  Let’s get one thing straight: ...

Let’s be honest: Customer Experience (CX) has become a bit of a buzzword. Over the past years, I’ve seen countless organizations invest in CX dashboards, workshops, journey mapping sessions… and yet, many of them miss the point ...

Let me start with the obvious: almost every organization I work with believes they’re doing journey management. They’re mapping stuff. They’ve got sticky notes. There’s a tool involved. Maybe even two. Everyone’s super busy. But here’s the ...