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From 10 epsHosts
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Recent episodes
Zanna & Miranda - The leadership behaviors | EPS #64
May 7, 2026
25m 56s
Richard Stark - The leadership behaviors series | EPS #63
Apr 29, 2026
38m 28s
Joana - The leadership behaviors series | EPS #62
Apr 23, 2026
39m 49s
Richard Stark - The leadership behaviors series | EPS #61
Mar 25, 2026
46m 15s
Create a reflection rhythm - The leadership behaviors series | EPS #60
Jan 22, 2026
25m 53s
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| Date | Episode | Topics | Guests | Brands | Places | Keywords | Sponsor | Length | |
|---|---|---|---|---|---|---|---|---|---|
| 5/7/26 | Zanna & Miranda - The leadership behaviors | EPS #64✨ | leadership behaviorshuman-centric CX transformation+3 | Miranda | Once You See It | — | leadershipCX transformation+3 | — | 25m 56s | |
| 4/29/26 | Richard Stark - The leadership behaviors series | EPS #63✨ | leadershiphuman-centric CX+3 | Richard Stark | Once You See It | — | leadership behaviorsCX transformation+3 | — | 38m 28s | |
| 4/23/26 | Joana - The leadership behaviors series | EPS #62✨ | leadership behaviorsadaptive transformation+3 | Joanna | Once You See It | — | leadershiptransformation+3 | — | 39m 49s | |
| 3/25/26 | Richard Stark - The leadership behaviors series | EPS #61✨ | leadershipcourage+3 | Richard Stark | Once You See It | — | leadership behaviorscourage+3 | — | 46m 15s | |
| 1/22/26 | Create a reflection rhythm - The leadership behaviors series | EPS #60✨ | leadershipreflection rhythm+3 | Miranda | Once You See It | — | leadership behaviorsCX transformation+3 | — | 25m 53s | |
| 11/27/25 | The CEO’s Guide to Human-Centric Transformation – Once You See It | EPS #59✨ | Customer Experiencehuman-centric transformation+3 | — | CX programsOnce You See It | — | Customer ExperienceCX transformation+3 | — | 38m 07s | |
| 10/29/25 | AI and CX: Demystifying 5 Beliefs | EPS #58✨ | AI in Customer Experiencemyths about AI+3 | — | — | — | AICustomer Experience+4 | — | 23m 32s | |
| 9/5/25 | How to Activate Leadership to Embrace the Customer Perspective | EPS #57✨ | customer experienceleadership activation+3 | — | — | — | customer perspectiveleadership+3 | — | 25m 36s | |
| 6/6/25 | 10 Tips To Enhance Employee Experience as a Design Principle | EPS #56✨ | Employee ExperienceCustomer Experience+3 | — | — | — | Employee ExperienceCX+3 | — | 34m 50s | |
| 5/30/25 | Five CX Wins Every COO Can Deliver - And the Behaviours That Make Them Happen | EPS #55✨ | CX transformationCOO benefits+3 | Miranda Nijenhuis | LinkedIn | — | CXCOO+5 | — | 29m 38s | |
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| 5/22/25 | From Ideas to Impact: What Happens When Every Employee Steps into the Customer’s Shoes | EPS #54 | Embedding CX into culture isn’t easy, but it’s possible. This episode unpacks a real-world playbook from Zain. If you’re keen to explore how to build the same momentum, feel free to connect with me through DM on LinkedIn. In this episode, Zanna sits down with 25-year-old transformation lead Fahed Alshammari to unpack how Zain turned a one-line challenge—“infuse customer experience into the DNA of every Zainer”—into Unity, a region-wide culture movement. Fahed traces his leap from a dust... | 40m 17s | ||||||
| 5/11/25 | Turning CX into a Business Driver: Lessons from PostNL’s Journey Factory | EPS 53 | Curious how to turn CX from a support function into a true business driver? Rob’s story at PostNL shows what it takes and if you’d like to explore applying these principles, just send me a LinkedIn DM. In this episode, I’m joined by Rob, one of the driving forces behind the Journey Factory at PostNL. Together, we explore how customer experience (CX) can move from being a support function to becoming a strategic driver of real business impact. We talk about why many CX teams feel like they’r... | 29m 53s | ||||||
| 4/29/25 | Top 5 CFO Benefits & Behaviors for Succesful CX Transformation | EPS #52 | Tired of defending CX with vanity metrics? This video shows how to anchor it in hard data and if you’d like to discuss applying this approach, just drop me a DM on LinkedIn. In this podcast, Zanna van der Aa challenges one of the most common requests she hears from leaders: "What’s the business case for CX?" Her response may surprise you. Instead of trying to justify the value of customer experience with more benchmarks or theoretical slides, Zanna explains why this question often signa... | 29m 36s | ||||||
| 4/11/25 | Top 5 CHRO Benefits & Behaviors for Succesful CX Transformation | EPS #51 | Curious how CHROs can become true drivers of CX transformation? This episode lays it out and if you’d like to explore applying these behaviours in your organisation, my LinkedIn DMs are open. In this episode, we explore the vital role CHROs play in successful CX transformation. We share five key benefits and five concrete behaviors that allow CHROs to drive both employee engagement and customer impact. From onboarding redesign to integrating purpose into leadership development, this conversa... | 34m 20s | ||||||
| 4/2/25 | CX is a means to an end, not a goal itself | EPS #50 | CX is not the goal — it’s the tool. If you’re ready to link CX to revenue, culture, and purpose, this episode lays out the roadmap. Keen to discuss applying it? Feel free to send me a LinkedIn DM. Too many organizations treat Customer Experience (CX) as the end goal. But that’s where it often goes wrong. CX is not the goal — it’s a means to an end. A tool to drive concrete business outcomes like cost reduction, revenue growth, a better culture, and real purpose. In this podcast, we exp... | 31m 19s | ||||||
| 3/26/25 | The 10 Pitfalls of Journey Management (and How to Avoid Them) | EPS #49 | Mapping journeys but not seeing results? This episode reveals the top 10 pitfalls and if you’d like to explore how to build impactful journey management in your organisation, my LinkedIn DMs are open. Are you mapping journeys but not seeing real impact? In this episode, I break down the 10 most common mistakes in journey management and how to avoid them. From lack of data to endless analysis loops, we cover what’s holding CX teams back and how to move from mapping to meaningful improve... | 33m 41s | ||||||
| 3/26/25 | From Service to Strategy: Reinventing CX in B2B with Honeywell | EPS 48 | Leadership, connection, and performance made practical. If you’d like to explore how to build this mindset in your own CX program, just drop me a DM on LinkedIn. When people think of customer experience, they often picture fast-paced B2C environments. But what does CX look like in a B2B industrial world—where relationships span decades and trust is everything? In this episode, I talk with Eliza from Honeywell, who leads their EMEA CX hub. We explore how to shift from transactional serv... | 32m 23s | ||||||
| 3/7/25 | Top 5 CIO Benefits & Behaviors for CX Transformation | EPS #47 | Curious how CIOs can lead true human-centric digital transformation? This episode unpacks the mindset and behaviours that make it work. Like to explore applying them in your organisation? My LinkedIn DMs are open. Welcome to another episode in our CX Transformation podcast series. Today, we’re focusing on the role of the CIO (or CDO, or CTO) in driving customer experience transformation. It turns out, IT leaders are often the strongest advocates for human-centric digital transformation. ... | 21m 13s | ||||||
| 2/18/25 | The Value of Direct Feedback is Highly Overrated | EPS #46 | Relying on direct feedback to fix CX? This episode shows why that often falls short. If you’d like to explore smarter, driver-based approaches for your organisation, just send me a DM on LinkedIn. In this episode, Zanna van der Aa and Miranda Nijenhuis explore a key topic in Customer Experience (CX): why the value of direct feedback is often overrated. Many companies, especially those just beginning their CX journey, immediately focus on direct feedback. But is this really the best approach?... | 16m 42s | ||||||
| 2/5/25 | Interview Andrea Avila (Randstad Argentina) | Human Centric CEO Series | #EPS 45 | Curious how purpose and people-first values truly shape a CEO’s path? Andrea’s story might spark inspiration and if you’d like to explore what this could mean for your own leadership, my LinkedIn DMs are open. In this episode, I sit down with Andrea Avila (CEO de Randstad para Argentina, Chile y Uruguay), a leader whose journey from working in her family business at 13 years old to becoming a global CEO is a compelling example of how purpose, passion, and people-first values can transform bu... | 40m 02s | ||||||
| 2/5/25 | Top 5 CEO Benefits & Behaviors for Successful CX Transformation | EPS #44 | Most CEOs know CX matters, but few make it stick. This conversation shows how and if you’re keen to discuss bringing these insights to life, feel free to DM me on LinkedIn. Are you a CEO or CX leader looking to drive real customer experience transformation? In this video, we break down five key benefits of CX transformation and five critical CEO behaviors that make it successful. No fluff—just actionable insights on how to embed CX into your organization's DNA. - Why CX matters for long-term... | 34m 32s | ||||||
| 1/22/25 | Stop Throwing Service Design at every problem | EPS #43 | Service design is powerful, but it’s not a silver bullet. This conversation shows when to use it — and when not to. If you’d like to discuss what fits best for your challenges, feel free to connect with me through DM on LinkedIn. In this episode, Dr. Zanna van der Aa and Miranda Nijenhuis dive deep into the widespread hype of service design and discuss why companies often struggle to apply it effectively. While service design is a powerful tool for innovation, it's not always the right fit f... | 21m 29s | ||||||
| 1/17/25 | Interview Richard Stark (Egon Zehnder) | Human Centric CEO Series | EPS #42 | What happens when leaders embrace imperfection and humanity? This episode dives deep and if you’d like to explore how to build trust-based leadership in your organisation, just send me a DM on LinkedIn. In this episode, I welcome leadership expert Richard Stark (Egon Zehnder) for an in-depth conversation about the evolving dynamics of modern leadership. Together, we explore how trust, authenticity, and a more human-centric approach are transforming the way we lead. Key Takeaways: - The new... | 43m 43s | ||||||
| 1/2/25 | Interview Sid van Wijk (Miro) | Human Centric CEO Series | EPS #41 | In this episode of the Human Centric CEO podcast, I sit down with Sid van Wijk from Miro to explore the future of work. We dive into the challenges of hybrid work, the "hybrid paradox" of flexibility vs. connection, and how experimentation can shape better workplaces. Sid shares practical tips like the "Rule of Two" for inclusive meetings and highlights the magic of human connection in a digital world. Discover how to navigate the evolving workplace and create environments where people truly... | 1h 01m 26s | ||||||
| 12/19/24 | Interview Joana de Quintanilha (Forrester) | Human Centric CEO Series | EPS #40 | Journey centricity is more than a CX hype. If you’re keen to make it a true driver of change in your own company, let's connect through sending me a DM on LinkedIn. In this episode of the Human Centric CEO podcast, we talk with Joana (Forrester) about the concept of journey centricity and how it helps organizations become more human-focused. Prefer to watch our video recording? Check the podcast on YouTube! We explore how to go beyond mapping customer journeys to aligning the entire organi... | 55m 14s | ||||||
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