Our Blog: Read About CX and Transformation

Picture of Dr. Zanna van der Aa
Dr. Zanna van der Aa

CX Transformation Leader

Why YOU should NOT lead your Customer Experience program…

One of the key mistakes I see CX

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3 Superpowers of the Journey Map

When I first started using the journey map

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Five tips for successful digital transformation thanks to customers ánd employees

Digital transformation… Customer Experience transformation… These are easily

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Five key CX metrics nobody seems to think about…

I was debating whether I should change the

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How Tiny Habits can have a Big Impact

Behavior change is the perfect glue that connects

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Net Promotor Score in 2023: Ask the right question!

I could have started this blog with a

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2023 trends in Customer Experience? Chat-GPT knows best…

For my weekly CX mail, I was googling

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McKinsey on the Future of Customer Experience

In these Weekly Reviews I share the highlights

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Week

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Fueling energizing transformation? Don’t forget to check the brakes!

In recent years I have been fortunate to

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The Risk of AI in Customer Experience Research (The Sense and Non Sense Series)

You cannot read any trends in customer experience,

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NPS v. CES v. C-SAT: When to Use What (The Sense and Non Sense Series)

Update dec 2019: also check out this new

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