transformation

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

Customer Experience, Customer Experience Management / By

“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: we need to make a business case for CX. That was certainly important about 10-15 years ago. But […]

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

Customer Experience / By

In recent years I have been fortunate to implement my methodology across 18 countries. Not only an amazing personal journey, but also one that helped me experiment and learn in further developing a successful approach for CX transformation. In this blog I’d like to share these lessons learned with you, so you can benefit from

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