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. …

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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 »