...

Zanna van der Aa

Interview with Fahed Alshammari – Zain | Podcast 54

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, and automate fast enough the results will follow. But what if that’s only half the story? What if […]

Interview with Fahed Alshammari – Zain | Podcast 54 Read More »

Interview with Rob Paauw – PostNL | Podcast 52

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 about how they flipped that script at PostNL, it reminded me of something we all tend to forget:

Interview with Rob Paauw – PostNL | Podcast 52 Read More »

CX is a means to an end, not a goal in itself | Podcast 50

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 entirely. Because here’s the thing nobody wants to say out loud: CX is not the goal. It’s a

CX is a means to an end, not a goal in itself | Podcast 50 Read More »

10 Pitfalls in Journey management (and how to actually avoid them) | Podcast 49

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 catch: being busy mapping isn’t the same as managing. In fact, most journey management programs I come across

10 Pitfalls in Journey management (and how to actually avoid them) | Podcast 49 Read More »

Interview Eliza de Campos Pegado (Director CX Honeywell) | Podcast 48

When people think about customer experience, their mind often jumps to retail or B2C—fast-paced transactions, NPS scores, and omnichannel tools. But let’s be honest: if you really want to test your CX muscles, try building it in a B2B industrial context. Spoiler alert: there’s no “click to return” button there. That’s exactly why I was

Interview Eliza de Campos Pegado (Director CX Honeywell) | Podcast 48 Read More »

CIO & CX Transformation | Podcast 47

Alright CIOs, CTOs, CDOs—this one’s for you! If you’ve been tuning into our podcast series, you know we’re diving into the role of different C-level leaders in CX transformation. Last time, we tackled the CEO’s role. Now, let’s focus on you—because, spoiler alert, you’re actually a critical player in making customer experience (CX) transformation successful.

CIO & CX Transformation | Podcast 47 Read More »

The value of direct feedback is highly overrated | Podcast 46

Let’s talk about direct feedback. If you’re working in Customer Experience (CX), chances are you’ve come across the term. Maybe you’re even using it right now. And if you’re just starting on your CX journey, I’d bet there’s a strong chance your company is considering implementing direct feedback or is already knee-deep in it. Because

The value of direct feedback is highly overrated | Podcast 46 Read More »

Top 5 CEO Benefits & Behaviors for Successful CX Transformation | Podcast 44

Welcome! If you’re reading this, chances are you’re a CEO, a CX leader, or someone who simply wants to crack the code on customer experience (CX) transformation. And let’s be real—while everyone says they’re pro-CX, the question I hear time and time again from CEOs is: “Okay, but what can I actually do?” Great question.

Top 5 CEO Benefits & Behaviors for Successful CX Transformation | Podcast 44 Read More »