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From Service to Strategy: Reinventing CX in B2B with Honeywell | EPS 48
Leadership, connection, and performance made practical. If you’d like to explore how to build this mindset in your own CX program, just drop me a DM on LinkedIn.
When people think of customer experience, they often picture fast-paced B2C environments. But what does CX look like in a B2B industrial world—where relationships span decades and trust is everything?
In this episode, I talk with Eliza from Honeywell, who leads their EMEA CX hub. We explore how to shift from transactional service to strategic partnership, empower employees with purpose, and use AI to support—not replace—humans.
This is a conversation about real CX impact, leadership without the buzzwords, and building deep, human connections in even the most complex organizations.
Tune in to discover:
- How to earn a seat at the strategy table
- Why performance is your best marketing
- What truly drives employee engagement
- How sentiment analysis can protect teams from burnout
---
(00:00) Introduction & why this conversation matters
(01:30) CX in industrial B2B: deeper relationships, bigger stakes
(04:15) From transactional to transformational service
(06:00) Building credibility: performance before partnership
(08:10) Empowering teams: purpose, curiosity, and culture
(11:45) CX meets EX: the employee side of transformation
(14:30) Leadership without the buzzwords
(17:20) Creating space to reflect and lead authentically
(20:00) The (refreshing) AI part we almost forgot
(23:30) Final thoughts: stop asking for a seat at the table—lead
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 AaLeadership, connection, and performance made practical. If you’d like to explore how to build this mindset in your own CX program, just drop me a DM on LinkedIn.
When people think of customer experience, they often picture fast-paced B2C environments. But what does CX look like in a B2B industrial world—where relationships span decades and trust is everything?
In this episode, I talk with Eliza from Honeywell, who leads their EMEA CX hub. We explore how to shift from transactional service to strategic partnership, empower employees with purpose, and use AI to support—not replace—humans.
This is a conversation about real CX impact, leadership without the buzzwords, and building deep, human connections in even the most complex organizations.
Tune in to discover:
- How to earn a seat at the strategy table
- Why performance is your best marketing
- What truly drives employee engagement
- How sentiment analysis can protect teams from burnout
---
(00:00) Introduction & why this conversation matters
(01:30) CX in industrial B2B: deeper relationships, bigger stakes
(04:15) From transactional to transformational service
(06:00) Building credibility: performance before partnership
(08:10) Empowering teams: purpose, curiosity, and culture
(11:45) CX meets EX: the employee side of transformation
(14:30) Leadership without the buzzwords
(17:20) Creating space to reflect and lead authentically
(20:00) The (refreshing) AI part we almost forgot
(23:30) Final thoughts: stop asking for a seat at the table—lead
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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