Dr. Zanna van der Aa
@zannavanderaa
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CX Transformation | Writing new book | Proven global track record | PhD in CX | 25 years of experience | Human Centricity #bitcoin fan #yeswecanchangetheworld
Want to chat? LinkedIn DM! 👉
Joined December 2020
I love the bitcoin community. Yesterday had an inspiring chat with @bringinxyz about joining their business pilot. There just always seems to be an instant connection when talking to fellow bitcoiners. Looking forward to piloting with you!.
🚨 Milestone Alert 🚨. Over €5,000,000 worth of BTC moved by our Beta users!. No custody. Just real Bitcoin. Bringin is just getting started⚡🧡
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Exactly.
The best companies have figured out a balance between a digital or automated experience & an in-person experience. Many customers want & need to have an interaction with employees. To automate the relationship with your customer puts you at risk of commoditizing your business.
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Want to learn more about successful CX transformation? We just published episode 56 of our podcast series!.
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Check out this 13 min slidehare video to learn why 99% of CX research is failing you 👇.
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Last Wednesday I wrote 11.000 words for my new book on successful CX transformation. First draft layer one "Ignite Successful Transformation" from CX leader perspective is ready💪. Next week another 4 days blocked to continue with layer 2 "Scale Impactful Transformation".
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Do you also try to get as fast as possible from chatbot to agent when it comes to service chatbots of organisations? In my experience most chatbots are still very bad. After giving them an honest chance, I answer "no" as often as possible to get to an agent asap.
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90% of chatbots in customer service are still a drama, mostly just FAQ-ing. In the corporate context AI can not be integrated in the existing IT architecture as fast as AI suppliers are claiming.
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Next blog in my 6 blog series on Demystifying the Hype of AI and CX just went live in my weekly CX mail. Title: "The Speed of AI is Vastly Overrated". Let me know what you think! (Link below).
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Enjoyed this top 5 for getting more value out of your research (agency)?. I have a lot more free tips to share. Feel free to send me a LinkedIn DM if you want to learn more!.
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5. Don't drill down. Regions, groups of customers, channels, etc. Nine out of 10 times, the segments give the same trends as the total base. Make it super lean: just let them do the bechnmark (if you even need that at all) and focus on max 10 topics to benchmark on.
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4. Ask for max 5 pages. 109 pages. 160 pages. 134 pages. Research agencies produce crazy lengthy reports. Challenge your research agency to maximize their insights and KEY DRIVERS (!) to 5 pages. You need steerable insights, not nice to know insights without actions.
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3. Ignore N <30 scores. I'm still shocked everytime I see research reports either from agencies or from internal CX teams that report NPS or CSAT scores based on less than 30 responses. Don't. If you report it, people will start drawing conclusions. NPS? >60 responses!.
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2. Not the lowest score. Recognize that very human DNA that is always quickly scanning for the lowest score to start improve things?. Guess what: the lowest score is almost never the biggest driver and for sure not a differentiator.
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1. Don't ask for rootcauses. Most surveys and also large studies by the well-known research agencies are using the rootcause technique based on the NPS approach. This means you are NOT getting the topics that matter most to your customers.
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Want to prevent a huge amount of money and time wasted in bad research, even if you have outsourced it to a well-known research company?. Then enjoy the 5 tips based on having reviewed a gazillion surveys and studies while working with many clients. 👇.
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Just had a super inspiring meeting with one of my favorite CEO's to discuss setting up a network of CEO's who lead from Human centricity. Exciting to see where this journey will take us!.
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If you can't prove the business value of your CX program, leadership cancels your budget. Rightfully so.
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First 4000 words of my new book are written! 💪.
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