So… You know the importance of CX.
But how do you excite all colleagues to work on improving the experience?
And how can you effectively change behavior?

Zanna and Miranda discuss the key elements to successfully changing behavior: motivation, ability, and environment. Here are three talking points to give you a taste of what you'll learn:

• Discover how to design your environment to make it easier to engage in new behaviors.
• Find out how to use the drivers of satisfaction to create a transformation program, including how to translate drivers into tiny habits and create a menu of experiments customized to different roles in the organization.
• Discover how to create a fun and engaging community that everyone wants to be part of.

Just hit play to and check out this podcast on behavior change and customer experience!

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Zanna van der Aa combines 20+ years of experience in CX transformation with a PhD in CX.
Miranda Nijenhuis is Zanna's partner in crime for over 8 years now and in this podcast she has the role of interviewer.

This podcast was recorded on April 4th, 2023.