In Podcast #56 we dive into the big question: how do you use Employee Experience (EX) as a design principle for every CX-transformation? Want to explore and learn more after this podcast? Just send me a DM on LinkedIn! 

Zanna explains why the mantra “there’s no CX without EX” only matters when you make it concrete. Expect straight-talking examples, behavioural-science nuggets and loads of practical energy. You’ll learn:

• how customer drivers translate one-to-one into meaningful work for employees; 
• why “tiny habits” accelerate culture change without adding time to anyone’s day; 
• the three weekly questions every leader should ask to uncover EX barriers; 
• plus the ten indispensable tips to embed EX in any CX programme.

The 10 tips in a nutshell

1. Connect all the dots in your transformation story. Show how every CRM, HR or digital initiative serves the customer and the employee. 
   
   
2. Link customer drivers to meaningful work. Human drivers such as personal attention create five-times more impact and resonate instantly with staff. 
   
   
3. Create journey & channel teams. Break silos by letting colleagues co-own one customer journey—instant insight and energy. 
   
   
4. Always mirror the employee journey to the customer journey. Map the internal steps behind each customer step and eliminate waste. 
   
   
5. Co-create ‘tiny habits’ with employees. Use playful internal campaigns (think angels, warriors, heroes) so teams choose micro-actions that boost key drivers. 
   
   
6. Anchor tiny habits in existing routines. Tie every micro-action to something people already do, so it costs zero extra time. 
   
   
7. Equip leaders to talk CX daily. Provide managers with a “question menu” like: “When did you have real customer impact last week?” 
   
   
8. Ask relentlessly about barriers. Make “What’s blocking you from delivering great CX?” a standing check-in item. 
   
   
9. Measure your human-centric culture twice a year. A survey on the three pillars—customer, employee, purpose—shows whether the pieces click. 
   
   
10. Weave CX, EX & purpose into recruitment (and onboarding!). Let candidates solve real customer cases and share authentic purpose stories instead

NEW! Once You See It - Executive Guide to Human-Centric CX Transformation by Dr. Zanna van der Aa is out now!
It contains a unique combination of perspectives: the CEO perspective and the CX transformation lead perspective.
And in between these two parts of the book, she also shares a chapter on the role of AI in experience.

Accelerate in Experience Academy

Ready to create more business impact with Customer & Employee Experience? Join the 6-week Accelerate in Experience Academy by Dr. Zanna van der Aa. The proven method for CX transformation that delivers measurable results in just 3 months.

🌍 Trusted in 20+ countries by 11+ global brands such as Randstad, Allianz, Zain and Egon Zehnder. Now available online.

👉 Start your journey: https://academy.zannavanderaa.com/en

More info? 
LinkedIn -> https://www.linkedin.com/in/zannavdun/
YouTube -> https://www.youtube.com/@dr.zannavanderaa
Website -> https://zannavanderaa.com/
Dutch version podcast -> https://beleving.buzzsprout.com