Accelerate in Experience
  • Home
  • Blog
  • Test me
  • Teach me
  • Inspire me
  • Zanna’s dream
  • Playground
  • Shopping cart
  • Nederlands

Author: Zanna

Accelerate in Experience|Artikelen per: Zanna

The Experience Expedition

  • Zanna
  • 2020-11-072020-11-08
  • Customer Experience, Employee Experience

A quest to develop a diagnostic tool that helps organisations put customers and employees back in the heart of their organisation by creating great customer- and employee experiences. Why? 90% of organisations across the globe are still organized around a 100 year old organisation system (coming from scientific management). Task steering, kpi’s and siloed departments […]

Read more

To ‘map’ or not to ‘map’ the customer journey…

  • Zanna
  • 2020-10-102020-10-11
  • Customer Experience, Sense and Non Sense series

Customer journey mapping has become a core element of the customer experience field. Yet… there is still a huge challenge to truly add value for the organisation with journey mapping. The last few weeks I notice a common theme in my keynotes and the conversations I have about customer experience. And that’s the struggle I […]

Read more

How the new Corona context can fuel your experience transformation success

  • Zanna
  • 2020-10-042020-10-04
  • Geen categorie

Corona seems to strengthen our (unjust) belief that urgent, daily issues are disconnected from improving customer- and employee experience. Looking back to all the conversations I’ve had about experience and Corona in the last few months, there is one central topic that seems to pop up. A central topic exposing a misconception when it comes […]

Read more

Download Customer Experience Framework

  • Zanna
  • 2020-09-222020-09-22
  • Customer Experience Management, Framework Basics

The Customer Experience field can be kind of daunting. To create some clarity in the “experience swamp” I’ve created this download for you containing my customer experience framework. DOWNLOAD THE PDF CONTAINING THE CUSTOMER EXPERIENCE FRAMEWORK. It contains three sheets: Comparison of a product-, customer- or human centric organisation. The latter to me is the […]

Read more

Energized virtual journey workshops (and other virtual sessions)

  • Zanna
  • 2020-04-032020-08-12
  • Customer Experience

Due to the current Corona challenges, it was time to get creative. Normally we run the journey workshops live with a group of 10-15 participants from each department of the organisation. But this of course was not an option. So we ran an experiment and our conclusion: it worked very well! Even with 14 participants […]

Read more

The 5 types of Experience series (1): Brand Experience is your compass

  • Zanna
  • 2020-02-092020-11-07
  • Customer Experience, The 5 types of Experience, Brand experience

Do you remember in the previous blog, that only 5-10% of companies are truly good at CX, even though 85% claim it has top priority? Besides the NPS that is often unconsciously misused, there are other reasons why this percentage is more or less static. In order to successfully move to a more customer and […]

Read more

Customer Experience needs journeys and drivers to make a difference (5 types series – part 2)

  • Zanna
  • 2020-02-092020-09-21
  • Customer Experience, The 5 types of Experience

Using the compass of your brand experience from the previous blog, you can now start thinking about the experience you want to give your customers. Here, you combine what you want your brand to be, with topics that your customers themselves have identified as being key for a top experience. The crux of customer experience? […]

Read more

Employee Experience is just as relevant as customer experience (5 types series – part 3)

  • Zanna
  • 2020-02-092020-08-12
  • Customer Experience, Employee Experience, The 5 types of Experience

Of the 5 types, employee experience is still the most overlooked, though I’m glad to say that it’s been gaining attention recently. Before delving into the scope of employee experience, I’d like to share with you a bit more of the underlying context. And that is, that I would like to see organizations becoming more […]

Read more

Service Experience holds the key to make an easy business case for experience (5 types series – part 4)

  • Zanna
  • 2020-02-092020-08-12
  • Customer Experience, The 5 types of Experience, Service experience

Have the previous 3 types of experience helped you gain clarity in your organization about what’s what, and who plays what role in improving the experience? Type 4 goes one step further again in unraveling the experience spaghetti. Service experience comes into play as soon as I, as a customer or employee, contact the organization […]

Read more

User Experience needs to be connected to the 4 other types of experience (5 types series – part 5)

  • Zanna
  • 2020-02-092020-08-12
  • Customer Experience, The 5 types of Experience, User Experience

This fifth and final blog in the series dealing with the 5 types of experience, is all about user experience. Let me start once again with a modest disclaimer: simply reading this blog will certainly not make you a UX expert. And I will be focusing on the development of completely new services, innovation and […]

Read more

  • 1
  • 2
  • …
  • 7

Recent Posts

  • The Experience Expedition
  • To ‘map’ or not to ‘map’ the customer journey…
  • How the new Corona context can fuel your experience transformation success
  • Download Customer Experience Framework
  • Energized virtual journey workshops (and other virtual sessions)

Archives

  • November 2020
  • October 2020
  • September 2020
  • April 2020
  • February 2020
  • December 2019
  • March 2019
  • January 2019
  • December 2018
  • October 2016
  • August 2016
  • July 2016
  • April 2016
  • January 2016
  • October 2015
  • June 2015
  • April 2015
  • February 2015
  • November 2014
  • October 2014
  • May 2012
  • February 2012
  • November 2011
  • October 2011
  • September 2011
  • July 2011
  • February 2011
  • November 2010
  • October 2010
  • September 2010
  • November 2009
  • September 2009
  • June 2009
  • April 2009
  • February 2009
  • September 2008
  • August 2008
  • April 2008
  • January 2008
  • November 2007
  • October 2007
  • September 2007
  • June 2007
  • May 2007

Categories

  • Customer Experience
  • Employee Experience
  • Measurement
  • Drivers
  • Service design
  • Sense and Non Sense series
  • Customer Experience Management
  • Framework Basics
  • Popular CX and EX Blogs Reviews
  • Customer service
  • The 5 types of Experience
  • Brand experience
  • Service experience
  • User Experience
  • Geen categorie
Address
Muurdijk 3
6852 HH Huissen (NL) zanna@accelerateinexperience.com

View Zanna's profile

WhatsApp chat
WhatsApp Zanna

View Zanna’s videos

Listen to Zanna’s podcasts

Buzzsprout

ontwerp Richard Sluijs | webbouw SJT/multimedia