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  • Framework Basics
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  • Sense and Non Sense series
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  • The 5 types of Experience
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All
  • All
  • Brand experience
  • Change management
  • Customer Experience
  • Customer Experience Management
  • Customer Journey
  • Customer service
  • Drivers
  • Employee Experience
  • experience transformation
  • Framework Basics
  • Measurement
  • Sense and Non Sense series
  • Service design
  • Service experience
  • The 5 types of Experience
  • User Experience
Customer Experience

Give leadership a small role in your CX transformation… (yes, you read that right)

“Zanna, we mostly struggle with how to get our board and management more involved in CX.” A common challenge. Caused by common pitfalls. Pitfall 1: We need a business case Many CX programs start with this question: …

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Customer Experience

In 5 steps to successful Customer Experience transformation

According to Forrester, some 80% of CX initiatives lack execution power. I like to add: and business impact. CX is surrounded by fluffy and vague stuff, in part due to CX professionals themselves. Research that translates poorly …

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Customer Experience

Why YOU should NOT lead your Customer Experience program…

One of the key mistakes I see CX professionals and/or teams make, is that they take too much responsibility for Customer Experience. It’s not about you. It’s about all the non-CX departments. They are the ones that …

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Customer Experience

3 Superpowers of the Journey Map

When I first started using the journey map in 2006 (even though it wasn’t called that at the time), I immediately felt its power in all its simplicity. Now, 17 years later, I still believe it is …

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Customer Experience

Five tips for successful digital transformation thanks to customers ánd employees

Digital transformation… Customer Experience transformation… These are easily and frequently mentioned terms, but making them truly tangible is often a challenge. As a loyal reader, you now know that I advocate for a specific driver technique based …

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Customer Experience

Five key CX metrics nobody seems to think about…

I was debating whether I should change the title of this blog to “Statistics must-haves for CX and EX professionals,” but I feared that would lead to little enthusiasm… 😉 Therefore, it became a mix: yes, I …

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Employee Experience

How Tiny Habits can have a Big Impact

Behavior change is the perfect glue that connects Customer Experience to Employee Experience. Without happy employees, there are no happy customers. It’s a frequently heard phrase that no one disagrees with, but to which little concrete action …

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Customer Experience

Net Promotor Score in 2023: Ask the right question!

I could have started this blog with a heartfeld argument why we should stop measuring NPS. There is enough evidence for that (check out my previous NPS blog to read more about that). But as far as …

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