The Impact of Human Centric CX Transformation скачать в хорошем качестве

The Impact of Human Centric CX Transformation

Four out of five CX transformation programs are failing. Not because the business case is weak—McKinsey, HBR, and Forrester have proven the financial benefits. They're failing because of HOW they're executed. The Problem: Most CX teams generate fluffy insights that don't speak the language of business. The rest of the organization looks at them thinking, "What is that CX team doing all day?" No prioritization. No business impact. No ownership outside the CX department. The Solution: Systemic CX transformation, not operational CX. Stop mapping endless journeys and running surveys that go nowhere. Start with the three-layered model that delivers measurable results in months, not years. What Human-Centric Really Means: It's not abstract consulting speak. It's focus on three things in this order: 1. Customers (what drives their satisfaction) 2. Employees (what makes their work fulfilling) 3. Purpose (what's the unique contribution of our company) All translated into tangible daily behaviors—not just for employees, but for leadership too. Proven Results Across 25+ Countries: Short-term (3-6 months): Customer satisfaction jumps from 6.2→7.1 (not incremental 0.1 improvements) 30-60% employee voluntary participation (science says you need 10%) "This makes my work more fulfilling" - consistent employee feedback Long-term (2-3 years): 25% cost reduction while simultaneously increasing satisfaction Measurable revenue and profit increases Sustainable culture change embedded in the organization Why Traditional CX Fails: "It's impossible to create great customer experience with disengaged employees and misaligned leadership." - This is the fundamental problem most frameworks ignore. The Three-Layered Model: Ignite: Driver Mapping™ + Habit Hacking™ (prove impact in 3-5 months) Scale: Embed into existing systems (no separate CX silos) Inspire: Leadership behaviors that create lasting transformation Learn the methodology: → Driver Mapping™: How to get hard CX insights in 6 weeks    • Driver Mapping™: Get Hard CX Insights in 6...   → Habit Hacking™: How to change employee behavior in 4 months    • Habit Hacking™: Change Employee Behavior i...   → The Three Layered Model: Complete framework overview    • The Three Layered Model: Ignite, Scale and...   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. https://www.amazon.com/Once-You-See-H... 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 Featured in collaboration with thought leaders including Dan Cable (London Business School), and industry experts on what makes transformation actually work. #CustomerExperience #CXTransformation #HumanCentricLeadership #SystemicChange #CXStrategy #EmployeeEngagement