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Het boek Once You See It (ISBN:9789493202603) geschreven door Zanna van der Aa bestel je op bruna.nl! Based on her PhD and 25 years of experience in CX transformation, Dr. Zanna van der Aa has developed a unique three layered model for human-centric customer experience transformation. It helps leaders ignite transformation, scale it into the system, and inspire it with purpose. You'll discover how to make customer and employee experience more than a promise: a system that works. From CEOs to CX leaders, you'll learn how to demystify hype, embrace tiny habits, prove impact in months instead of years, and inspire meaningful change. Packed with cases, practical tools, and courageous lessons, this book shows how human centricity turns transformation into an unstoppable force for growth. "This book bridges heart and logic to deliver a new blueprint for leadership, where organizational design meets emotional intelligence and profit aligns with people. A...
