This is part 1 of our Leadership Behavior Series, where we're diving deeper into some of the 21 behaviors from my new book on human-centric CX transformation: Once You See It.

In this episode, Miranda and I talk about something that I think is really crucial for leaders: creating a reflection rhythm. And I know, I know, your calendar is probably back to back with meetings. Trust me, I get it. But here's the thing: do you want to lead transformation based on your calendar, or based on your values?

We explore why reflection matters, not just on a personal level, but also when you're running transformation. I share my own journey with reflection, from my leadership development program to how I've learned to design my calendar with thinking space including my monthly week at ‘Egmond aan Zee’.

Some things we cover:

• Why standing still regularly helps you be the leader you want to be
• How I learned to recognize patterns faster (from a week later, to hours later, to before I even send that email)
• The business case for reflection (spoiler: 15 minutes a day can boost performance by 23%)
• Practical tips for creating reflection rhythms, both personally and with your leadership team
• Why authenticity and being present really matter when you're leading transformation

I think what I love most about this conversation is how we talk about integrity, not as this perfect state, but as something you can restore. We're human, we make mistakes, but how you handle that really tells people something about your values.

Whether you're a CEO or just someone who wants to lead with more intention, I hope this gives you some space to think about your own reflection rhythm.

Timestamps

(00:00) – Introduction to the Behavior Series

(01:09) – Why Reflection Matters for Leaders

(02:15) – Leading From Values vs. Leading From Your Calendar

(02:58) – Discovering the Power of Reflection (Personal Journey)

(04:39) – Becoming Aware of Patterns and Their Impact

(06:03) – The Benefits of Reflection: Awareness, Choice, and Growth

(08:17) – Creating Space: Reflection, Creativity, and Thinking Time

(11:47) – Reflection, Integrity, and Leading Transformation

(15:42) – Practical Reflection Habits for Leaders and Teams

(18:35) – Reflection in Teams and Transformation Journeys

NEW! Once You See It - Executive Guide to Human-Centric CX Transformation by Dr. Zanna van der Aa is out now!
It contains a unique combination of perspectives: the CEO perspective and the CX transformation lead perspective.
And in between these two parts of the book, she also shares a chapter on the role of AI in experience.

Accelerate in Experience Academy

Ready to create more business impact with Customer & Employee Experience? Join the 6-week Accelerate in Experience Academy by Dr. Zanna van der Aa. The proven method for CX transformation that delivers measurable results in just 3 months.

🌍 Trusted in 20+ countries by 11+ global brands such as Randstad, Allianz, Zain and Egon Zehnder. Now available online.

👉 Start your journey: https://academy.zannavanderaa.com/en

More info?
LinkedIn -> https://www.linkedin.com/in/zannavdun/
YouTube -> https://www.youtube.com/@dr.zannavanderaa
Website -> https://zannavanderaa.com/
Dutch version podcast -> https://beleving.buzzsprout.com

Most CEOs agree Customer Experience drives business results. But few know how to make it work beyond the buzzwords.

In this episode, Dr. Zanna van der Aa shares the CEO án CX transformation lead perspective of her new book Once You See It — a practical guide for leaders who want to make human-centric transformation measurable, scalable, and real.

You’ll learn:

• Why 4 out of 5 CX programs fail — and how CEOs can prevent it
• The three-layered model to ignite, scale, and inspire transformation
• How to move from product-centric to human-centric systems
• What 21 leadership behaviors create lasting change
• Why compassion, courage, and reflection are the CEO’s most underestimated transformation tools

Zanna shows that CX isn’t a marketing initiative — it’s a strategic way to drive performance, culture, and purpose. Once you see it, you can’t unsee it.

Check out: zannavanderaa.com/onceyouseeit

And watch the video podcast Once You See It here.

About Dr. Zanna van der Aa:
25 years in CX Transformation | PhD in Customer Experience | Author of Once You See It | 250+ transformations across 25 countries | Worked with Randstad, Egon Zehnder, Allianz

#CEOLeadership #CustomerExperience #CXTransformation #HumanCentricLeadership #OnceYouSeeIt #SystemicChange #BusinessStrategy

NEW! Once You See It - Executive Guide to Human-Centric CX Transformation by Dr. Zanna van der Aa is out now!
It contains a unique combination of perspectives: the CEO perspective and the CX transformation lead perspective.
And in between these two parts of the book, she also shares a chapter on the role of AI in experience.

Accelerate in Experience Academy

Ready to create more business impact with Customer & Employee Experience? Join the 6-week Accelerate in Experience Academy by Dr. Zanna van der Aa. The proven method for CX transformation that delivers measurable results in just 3 months.

🌍 Trusted in 20+ countries by 11+ global brands such as Randstad, Allianz, Zain and Egon Zehnder. Now available online.

👉 Start your journey: https://academy.zannavanderaa.com/en

More info?
LinkedIn -> https://www.linkedin.com/in/zannavdun/
YouTube -> https://www.youtube.com/@dr.zannavanderaa
Website -> https://zannavanderaa.com/
Dutch version podcast -> https://beleving.buzzsprout.com

AI is transforming business, but not always in the right direction.
In CX, it’s easy to get lost in the hype. Tools that automate workflows are suddenly called “AI,” and efficiency becomes more important than experience.

This episode demystifies the five biggest myths about AI in Customer Experience—and shows how leaders can use AI to enhance the human experience instead of replacing it.

What you’ll learn:

• Why workflow automation ≠ AI—and why 90% of your business issues can be solved with the right IT basics
• Why “AI is moving fast” is true for startups, but not for corporate systems with legacy IT
• Why efficiency alone kills experience—and what design principles create a real win-win for business and people
• Why customer needs haven’t changed in 100 years (but the context has)
• Why removing friction isn’t enough—human connection drives satisfaction, not speed

The real power of AI?
To give people time back for what matters most: purpose-driven work, meaningful connections, and human flourishing.

For the video podcast 'AI and CX: Demystifying 5 Beliefs' click this link.

About Dr. Zanna van der Aa:
25+ years in CX transformation | PhD in Customer Experience | Author of “Once You See It” | 250+ transformations across 25 countries | Worked with Randstad, Egon Zehnder, Allianz

#CustomerExperience #CXTransformation #AI #HumanCentricLeadership #DigitalTransformation #SystemicChange

NEW! Once You See It - Executive Guide to Human-Centric CX Transformation by Dr. Zanna van der Aa is out now!
It contains a unique combination of perspectives: the CEO perspective and the CX transformation lead perspective.
And in between these two parts of the book, she also shares a chapter on the role of AI in experience.

Accelerate in Experience Academy

Ready to create more business impact with Customer & Employee Experience? Join the 6-week Accelerate in Experience Academy by Dr. Zanna van der Aa. The proven method for CX transformation that delivers measurable results in just 3 months.

🌍 Trusted in 20+ countries by 11+ global brands such as Randstad, Allianz, Zain and Egon Zehnder. Now available online.

👉 Start your journey: https://academy.zannavanderaa.com/en

More info?
LinkedIn -> https://www.linkedin.com/in/zannavdun/
YouTube -> https://www.youtube.com/@dr.zannavanderaa
Website -> https://zannavanderaa.com/
Dutch version podcast -> https://beleving.buzzsprout.com