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CX is a means to an end, not a goal itself | EPS #50
CX is not the goal — it’s the tool. If you’re ready to link CX to revenue, culture, and purpose, this episode lays out the roadmap. Keen to discuss applying it? Feel free to send me a LinkedIn DM.
Too many organizations treat Customer Experience (CX) as the end goal. But that’s where it often goes wrong. CX is not the goal — it’s a means to an end. A tool to drive concrete business outcomes like cost reduction, revenue growth, a better culture, and real purpose.
In this podcast, we explain why so many CX teams struggle to prove their value and what you can do differently. We share the five business outcomes CX should always connect to and how you, as a CX professional, can make sure your work has real business impact.
You’ll learn:
- Why CX should never be the end goal
- How to link CX to cost reduction and revenue growth
- How CX can drive continuous improvement and experimentation
- Why culture and purpose matter — and how CX accelerates both
- The biggest mistakes CX teams make (and how to avoid them)
- How to start making CX relevant in your organization today
If you’re done with fluffy reports, endless NPS dashboards, and CX teams that don’t move the needle — this podcast is for you.
---
(01:16) Cost reduction & CX
(05:11) Revenue increase & CX
(08:07) CX as a driver for continuous improvement
(11:42) Building a customer-centric culture
(13:54) How CX links to purpose & meaning
(18:37) CX and innovation
(20:25) What goes wrong when CX becomes the goal
(24:14) How to start making CX relevant today
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
View all episodes
By Zanna van der AaCX is not the goal — it’s the tool. If you’re ready to link CX to revenue, culture, and purpose, this episode lays out the roadmap. Keen to discuss applying it? Feel free to send me a LinkedIn DM.
Too many organizations treat Customer Experience (CX) as the end goal. But that’s where it often goes wrong. CX is not the goal — it’s a means to an end. A tool to drive concrete business outcomes like cost reduction, revenue growth, a better culture, and real purpose.
In this podcast, we explain why so many CX teams struggle to prove their value and what you can do differently. We share the five business outcomes CX should always connect to and how you, as a CX professional, can make sure your work has real business impact.
You’ll learn:
- Why CX should never be the end goal
- How to link CX to cost reduction and revenue growth
- How CX can drive continuous improvement and experimentation
- Why culture and purpose matter — and how CX accelerates both
- The biggest mistakes CX teams make (and how to avoid them)
- How to start making CX relevant in your organization today
If you’re done with fluffy reports, endless NPS dashboards, and CX teams that don’t move the needle — this podcast is for you.
---
(01:16) Cost reduction & CX
(05:11) Revenue increase & CX
(08:07) CX as a driver for continuous improvement
(11:42) Building a customer-centric culture
(13:54) How CX links to purpose & meaning
(18:37) CX and innovation
(20:25) What goes wrong when CX becomes the goal
(24:14) How to start making CX relevant today
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
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