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The CEO’s Guide to Human-Centric Transformation – Once You See It | EPS #59
Most CEOs agree Customer Experience drives business results. But few know how to make it work beyond the buzzwords.
In this episode, Dr. Zanna van der Aa shares the CEO án CX transformation lead perspective of her new book Once You See It — a practical guide for leaders who want to make human-centric transformation measurable, scalable, and real.
You’ll learn:
- Why 4 out of 5 CX programs fail — and how CEOs can prevent it
- The three-layered model to ignite, scale, and inspire transformation
- How to move from product-centric to human-centric systems
- What 21 leadership behaviors create lasting change
- Why compassion, courage, and reflection are the CEO’s most underestimated transformation tools
Zanna shows that CX isn’t a marketing initiative — it’s a strategic way to drive performance, culture, and purpose. Once you see it, you can’t unsee it.
Check out: zannavanderaa.com/onceyouseeit
And watch the video podcast Once You See It here.
About Dr. Zanna van der Aa:
25 years in CX Transformation | PhD in Customer Experience | Author of Once You See It | 250+ transformations across 25 countries | Worked with Randstad, Egon Zehnder, Allianz
#CEOLeadership #CustomerExperience #CXTransformation #HumanCentricLeadership #OnceYouSeeIt #SystemicChange #BusinessStrategy
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
View all episodes
By Zanna van der AaMost CEOs agree Customer Experience drives business results. But few know how to make it work beyond the buzzwords.
In this episode, Dr. Zanna van der Aa shares the CEO án CX transformation lead perspective of her new book Once You See It — a practical guide for leaders who want to make human-centric transformation measurable, scalable, and real.
You’ll learn:
- Why 4 out of 5 CX programs fail — and how CEOs can prevent it
- The three-layered model to ignite, scale, and inspire transformation
- How to move from product-centric to human-centric systems
- What 21 leadership behaviors create lasting change
- Why compassion, courage, and reflection are the CEO’s most underestimated transformation tools
Zanna shows that CX isn’t a marketing initiative — it’s a strategic way to drive performance, culture, and purpose. Once you see it, you can’t unsee it.
Check out: zannavanderaa.com/onceyouseeit
And watch the video podcast Once You See It here.
About Dr. Zanna van der Aa:
25 years in CX Transformation | PhD in Customer Experience | Author of Once You See It | 250+ transformations across 25 countries | Worked with Randstad, Egon Zehnder, Allianz
#CEOLeadership #CustomerExperience #CXTransformation #HumanCentricLeadership #OnceYouSeeIt #SystemicChange #BusinessStrategy
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
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