The model maps your activities based on two dimensions: business impact and personal energy. By looking at your work through this lens, you can make more strategic choices about where your leadership truly makes a difference.

You’ll discover the four zones of the matrix, the Sweet Spot, the Playground, the Strategic Duty Zone, and the Energy Drain, and why managing your energy is just as important as managing your time.

Click here to see the visual of the model

00:00 Welcome to CX Leadership Talks and recording from Sydney02:00 Discovering the value–energy model from Taki Moore04:00 The reality of CX leadership: endless improvement opportunities07:30 Why leadership energy matters more than working longer hours08:00 Research insights from Harvard Business Review on energy management11:00 Introducing the CX Leadership Energy Matrix13:00 The CX Leadership Sweet Spot: high value and high energy16:00 The CX Playground: high energy but limited impact17:00 The Strategic Duty Zone: important but draining work18:30 The CX Energy Drain: low value and low energy activities20:00 How to evaluate your own calendar using the matrix21:30 Three reflection questions for CX leaders23:00 Why your energy fuels CX transformation

Nienke Bloem CCXP is often called the Customer Experience expert in the blue dress.

She is a global CX thought leader, educator and keynote speaker who inspires leaders and organizations to spice up their customer experience leadership and create real business impact.

With over 20 years of corporate experience, Nienke speaks the business language of CX transformation. Through her keynotes, education programs and mentoring she helps CX leaders become more strategic, influential and effective in driving customer-centric change.

She is the host of the CX Leadership Talks podcast, creator of the CX Story Blueprint, and a Recognized Training Partner of the Customer Experience Professionals Association (CXPA).

Her programs, including the CX Masterclass, CX Leadership Masterminds, and CX Story Sprint, help CX professionals strengthen their authority, align strategy and turn customer experience into measurable business results.

Feel free to reach out nienke@nienkebloem.nl and more on www.nienkebloem.com

In this episode of CX Leadership Talks, Nienke Bloem dives into the psychology behind imposter syndrome and connects it directly to the three authority dimensions every CX leader needs: Personal, Positional and Relational Authority. 

Drawing on research and the widely known model of Dr. Valerie Young, Nienke explores the five competence types – The Perfectionist, The Expert, The Natural Genius, The Soloist and The Superperson – and shows how each of them quietly weakens your leadership influence. 

This episode is about understanding your internal competence rules and deliberately strengthening your authority so you can lead with confidence and impact. 

In this episode, you’ll learn: 

1. Why imposter syndrome is an authority gap, not a competence gap.  You will understand how the five competence types undermine your Personal, Positional and Relational Authority – even when your results are strong.
2. How your specific competence type shows up in your CX leadership behavior. You will recognize how perfectionism delays visibility, how the expert underclaims impact, how the soloist weakens relationships, and how these patterns limit your influence.
3. Three concrete authority actions you can take immediately. You will learn how to stop waiting to feel ready, claim one result publicly and upgrade one strategic relationship – and which action fits best depending on your imposter pattern. 

Timestamped overview: 

00:00 Imposter syndrome and the authority gap  02:00 Research origins and systemic roots  06:00 Dr. Valerie Young’s five competence types  11:00 CX leadership as a breeding ground for imposter thinking  14:30 Personal Authority and Trusted Influence  24:30 Positional Authority and Formal Influence  33:50 Relational Authority and Credible Power  35:45 Three authority actions to move the needle  42:00 Choosing your authority move 

Do you want to receive the CX Authority worksheet? Reach out to nienke@nienkebloem.nl and just ask for it 😊. 

Do you want to learn how to be a better CX Storyteller and scaler of your message? We have a new one day CX training: CX Storytelling, the first time will be in Dutch. You can read all about it here.  

About Nienke:      Nienke Bloem is often called the Customer Experience speaker in the blue dress.      

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.     

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.      

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

In this episode of CX Leadership Talks, Nienke Bloem dives into why communication is not a soft skill, but a core CX leadership capability. She explores how CX leaders can move from one-off presentations and workshops to a repeatable, multi-channel communication rhythm that creates real organisational impact.

This episode is about turning your CX story into a movement - not a moment.

In this episode, you’ll learn:

• why one great CX presentation is never enough
• the false assumption that “clarity leads to alignment”
• how CX leaders get stuck in one-to-one communication
• what scaling a message really means (and what it doesn’t)
• why repetition creates stability, not boredom
• how communication patterns predict transformation success
• how to design a CX communication drumbeat that sticks

Timestamped overview:

00:00 Scaling leadership communication impact 06:29 Continuous communication drives transformation 10:00 Creative CX communication strategies 11:19 Strategizing CX through content 17:13 CX Storytelling program launch 19:55 Consistency signals stability 24:51 CX Leadership through storytelling 25:32 Scaling your message effectively

Want to learn more about CX stories, this is the link to the episode "From CX Story Blueprint to impact: Crafting your CX leadership change narrative". Do you want to learn how to be a better CX Storyteller and scaler of your message? We have a new one day CX training: CX Storytelling, the first time will be in Dutch. You can read all about it here. 

About Nienke:     Nienke Bloem is often called the Customer Experience speaker in the blue dress.     

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.    

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.     

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

James brings more than 20 years of experience working at the intersection of customer experience, strategy, operations and technology. He was one of the first CX advisors at Forrester, where he worked closely with CX leaders and executive teams across global organisations. Later, he continued his work in advanced analytics and customer strategy at Bain & Company. 

In this conversation, Nienke and James dive deep into a topic many CX leaders struggle with: technology. Not tools for the sake of tools, but how technology can truly accelerate CX leadership, business impact and decision-making. 

They talk openly about why CX technology so often disappoints, why imperfect technology sometimes works better than “Ferraris”, and what CX leaders should focus on if they want technology to actually deliver value. 

This is a practical, honest and strategic episode for CX leaders who want to move beyond dashboards, vendors and hype, and start using technology as a real leadership accelerator. 

Timestamped overview  00:00 Mentorship that transforms CX leadership  05:01 Journey into Customer Experience  07:53 Strategizing CX with accountability  11:26 Progress over perfection  15:02 Why CX leaders need technology  18:10 Misaligned initiatives and technology use  22:04 Good enough tools deliver  23:27 AI catalyst for business insights  29:00 Driving business impact collaboratively  32:32 Understanding tech’s business value  36:50 Importance of an operating model  39:16 Building a strong core  41:55 Prioritize people over tools  46:17 Accelerating impact using existing resources  48:27 Maximizing existing resources effectively 

Books mentioned in this episode 

• Endurance by Alfred Lansing
• The Martian by Andy Weir 

Video’s on the Future of CX Leadership  Nienke gave her insights on the future of CX in a video serie: 5 Shifts for CX leaders – the future of CX leadership. You can find them here.

Connect with James  You can connect with James on LinkedIn. 

If this episode resonated with you, share it with a fellow CX leader and let Nienke know what your biggest takeaway was. 

About Nienke:     

Nienke Bloem is often called the Customer Experience speaker in the blue dress.      

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.     

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.      

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

In this episode, Nienke Bloem CCXP explores why CX leadership is entering a new phase and why 2026 asks something different from those leading customer experience in complex organizations. Instead of jumping to tools or quick fixes, she starts with the real challenges CX leaders face today, from lacking strategic mandate and struggling to scale CX, to feeling constantly pulled into operational firefighting. 

From there, Nienke introduces the big CX theme for 2026 and shares a clear, practical model that helps CX leaders reflect on their role at three levels: strategic, tactical and operational. With personal stories, concrete examples and a powerful lighthouse metaphor, she shows how CX leaders can move from being busy to being intentional, from reacting to steering. 

This episode is for you if you want to lead CX with more clarity, confidence and impact in 2026, without losing the joy and playfulness of the work. 

By the end of this episode, you won’t have a long to-do list.  You’ll have one honest question to answer: 

Are you ready for the next level? 

Timestamped overview:  00:00 2026 Theme for CX leaders  03:09 CX leadership theme unveiled  09:27 Strengthening CX leadership strategy 14:32 Scaling Customer Experience challenges 15:39 Scaling CX for growth 20:22 Intentionality in leadership and action 25:05 Self-assessment for CX improvement 28:20 Scaling methodologies and customer journeys  30:27 Streamlining education and Customer Experience  33:22 Strategic thinking and leadership habits  36:42 Focusing energy on growth levels  39:24 Leading the next CX chapter Extra information:   You can read the blog with additional information here.

About Nienke:     Nienke Bloem is often called the Customer Experience speaker in the blue dress.     

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.    

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.     

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

In this episode of CX Leadership Talks, Nienke Bloem helps CX leaders move from intention to direction. Not by creating a long to-do list, but by making conscious, strategic choices about where to focus. 

With 2026 themed as Strategizing CX, this episode is an invitation to slow down, zoom out, and design your year with clarity. Nienke guides you through five must-win battles every CX leader should define for themselves: impact and results, strategy vision and purpose, engagement and cultural change, personal growth and development, and work-life balance and well-being. 

This is not a quick listen. It’s a working session. You’ll be encouraged to grab a journal, think bigger than you normally do in CX, and translate ambition into concrete focus. Along the way, Nienke shares personal examples, lessons from CX leaders she mentors, and practical questions to help you decide what truly matters and what can wait. 

The episode closes with a powerful exercise: writing a letter to yourself from the end of 2026, already successful. 

If you want to lead CX more strategically, align your work with what really matters in your organization, and still protect your energy and joy, this episode is for you. 

Press play, take your time, and start shaping your 2026 with intention. 

Timestamped overview:  00:00 Strategic success in CX  05:51 Aligning goals and defining success  07:20 Prioritizing CX projects for impact  12:17 Building a strong CX strategy  13:33 Strategy to execution challenges  19:00 Strategizing CX engagement  20:31 Culture shift and behavioral change  25:21 Commit to growth opportunities  29:39 Prioritize strategic time planning  31:28 Habits for wellness and focus  35:23 Future success and CX impact  37:51 Strategizing CX and leadership 

About Nienke:     Nienke Bloem is often called the Customer Experience speaker in the blue dress.     

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.    

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.     

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

Drawing on her years of experience mentoring and educating hundreds of CX professionals, Nienke Bloem shares her own reflections and the successes (and lessons) of the leaders she’s worked with.     This episode is packed with practical questions, inspiring stories, and actionable insights that will help you understand where you’ve thrived, where you can improve, and how to set the stage for an even more impactful 2026. 

So grab your headphones, settle into your favorite spot, and get ready for an honest, energizing reflection session designed to elevate your CX leadership journey! 

Timestamped overview:  00:00 Self-audit for future growth  05:14 Defining success with metrics  08:19 Ranking results: direct vs. Indirect  11:11 Impact measurement and benefit tracking  15:58 Crafting an effective CX strategy  20:15 Strategic planning and reflection  21:42 Strategic success in CX leadership  25:09 Leadership and collaboration reflections  30:21 Success and personal growth  34:30 CX leadership and growth insights  38:05 Reflecting on stress and balance  41:19 Balancing work, life, and inspiration  45:32 Self-generated energy management  48:06 Finding my leadership sweet spot  50:03 Carrying forward purposeful habits 

Extra information:   Download your free PDF with all 44 reflection questions here.

About Nienke:   

Nienke Bloem is often called the Customer Experience speaker in the blue dress.    

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.   

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.    

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

In this episode, your host Nienke Bloem CCXP connects with Cairo Marsh, founder of Relativ, an experience agency based in Tokyo. Together, they explore why branding alone isn’t enough in today’s world and introduce the powerful concept of “brand being”: how a brand shows up in every experience, online and offline. 

Cairo Marsh shares practical strategies for aligning different departments around shared customer goals, the importance of employee incentives and culture, and how CX leaders can leverage moments of belonging to drive loyalty and connection. You’ll also hear insights on balancing quantitative and qualitative research, the necessity of customer experience strategy, and lessons from global and Japanese brands. 

Grab your favorite drink and get ready for inspiration and actionable tips to elevate your CX leadership! 

Timestamped overview:  00:00 Brand being and belonging  05:33 Branding agencies and broken promises  06:57 Marketing for today and tomorrow  10:57 Thin slicing customer experience  13:47 Overcoming Fragmentation in Teams  18:37 Unified customer engagement platform design  21:58 Prioritizing customers to align goals  25:47 Balancing data and insight  30:00 Defining strategy to stand out  33:47 Authentic leadership and expectations  36:16 Japan's experience design challenge  39:08 Belonging over basic needs  40:50 Building belonging through connection  45:38 Unreasonable hospitality insights 

Extra information:   Connect with Cairo on LinkedIn   You can find the information about relativ* here    You can find Cairo's book recommendation here

About Nienke:   

Nienke Bloem is often called the Customer Experience speaker in the blue dress.    

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.   

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.    

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

In this episode, Nienke Bloem CCXP takes you to the International CX Awards in London, where she hosted an evening with more than 450 CX professionals from over 50 countries. Across all those conversations, one theme stood out: the real challenge in CX is leadership engagement.

Not tools. Not dashboards. But leadership behavior.

Nienke shares why so many leaders believe they are customer centric while their behavior tells a different story, explains the confronting Bain 80–20 gap, and shows how the Aha moment becomes the starting point for real transformation. She also shares a powerful example of a Dutch energy company where leaders personally solve customer complaints and what happens when leaders actually meet customers.

In this episode you’ll learn: • Why leadership behavior is the true engine of customer centricity • How the Dunning Kruger effect and the 80–20 gap show blind spots in leadership • What happens when leaders step in, meet customers, and make customer centricity a habit

Nienke closes with insights from her new keynote We only win when everyone is in, where customer centric leadership becomes a real team sport.

Timestamped overview:

00:00 Leadership Drives Customer Experience Success

03:56 Customer Centricity: Challenging Perceptions

09:45 Customer-Centric Leadership Insights

12:19 Leaders Solving Complaints Personally

14:49 Leadership Growth Through Story Sharing

19:50 "True Customer-Centric Leadership"

24:07 "Leadership Behavior Shapes Impact"

25:26 "Greetings from CX Awards"

Explore working together: If you want to find out whether Nienke’s new keynote We only win when everyone is in is the right fit for your leadership event or 2026 plans, send an email to nienke@nienkebloem.nl to plan an exploration call. Or look her up at nienkebloem.com

About Nienke: Nienke Bloem CSP CCXP is known as the Customer Experience speaker in the blue dress. She is a global CX thought leader, keynote speaker and educator with over 20 years of corporate experience. She is author of two CX books, creator of the CX Game and a Recognized Training Partner of the CXPA. Nienke is on a mission to make Customer Experience work through strategy, behavior and leadership. And helping you spice up your CX 😊

In this episode, Nienke Bloem CCXP shares a personal story from her time at KPN that completely changed how she looked at leadership. A Valentine’s Day blog, a bold email to the CEO, and one big aha moment led her to realise that real CX leadership starts when we stop judging and start joining. 

Too often, CX leaders complain that management “doesn’t get it.” But our job isn’t to criticize leaders, it’s to help them lead. Nienke talks about how to bridge that leadership gap and become a trusted partner instead of a frustrated observer. 

You’ll learn three practical ways to lead your leaders:  • Help them make decisions by bringing options, not just problems  • Help them connect with customers by organising and guiding their first experiences  • Help them as humans by showing care and curiosity 

Timestamped overview: 

00:00 Valentine's Day customer service story 

04:13 Leaders ignoring customer stories 

10:03 Mindset shift for better leadership 

11:50 Elevating CX leadership mindset 

14:56 Facilitating decisions through preparation 

18:48 Practical planning for board visits 

22:53 Connecting leaders with customers 

25:19 CX Leadership masterminds 2026 

Listen now and discover how to lead your leaders, build bridges instead of walls, and make Customer Experience work through true collaboration. 

Don’t just manage CX. Lead it. 

About Nienke:    

If this episode hits home, there are two ways to go further.  Book Nienke’s new keynote We only win when everyone is in for your next leadership event.  Or, if you’re Dutch and ready to grow as a CX leader, join the CX Leadership Masterminds 2026, the eight-month journey to strengthen your CX strategy, story, and impact. 

Nienke Bloem is often called the Customer Experience speaker in the blue dress.     

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.    

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.  

What if CX leadership was more about heart than KPIs? In this fresh, feel-good episode, your host Nienke Bloem CCXP explores what happens when we swap frameworks and dashboards for belief, curiosity and connection, inspired by none other than Ted Lasso. 

From her sunny spot in the south of France, Nienke shares how a cheerful TV coach can teach us five timeless lessons about leadership, culture and courage. Because let’s be honest, too many CX leaders focus on metrics when what really moves people is meaning. 

In this episode of CX Leadership Talks, Nienke breaks down five Ted Lasso leadership lessons that every CX leader can use to bring more heart into their work: 

1. Be a goldfish, let go faster and lead lighter. 
2. Believe in your team, courage grows from trust.
3. Be curious, not judgmental, curiosity opens doors.
4. Find your biscuits, build connection through consistency and care.
5. Laugh at yourself, authenticity beats perfection every time. 

This episode is about leading with heart, humour and humanity. Nienke invites you to bring a little more Lasso energy into your CX leadership, to believe before you measure, to connect before you control, and to make customer experience work with joy. 

🎧 Listen now and discover which of the five Ted Lasso lessons will spice up your leadership next. 

Timestamped overview: 

00:00 Ted Lasso leadership insights  05:42 Customer Experience lessons from Ted  08:13 Be a goldfish  11:34 Believe in your team  14:30 Be curious, not judgmental  18:05 Building loyalty through gestures  20:54 Learn from mistakes  23:39 Building Customer-Centric leadership 

About Nienke:   

Nienke Bloem is often called the Customer Experience speaker in the blue dress.    

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.   

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.    

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

Too many CX leaders are hired to create change… yet end up playing it safe. Organizations reward dashboards, quick wins, and staying in the background. But as your host: Nienke Bloem reminds her listeners, CX is not about management, it is about leadership. 

In this episode of CX Leadership Talks, Nienke shares the five areas where CX leaders play it too safe, and the bold leadership shifts they need to make instead. She explains how leaders can move from being reporters to becoming strategic business partners, from project explainers to storytellers with one strong CX narrative, from short-term fixers to transformational leaders, from the soft zone to technology-driven impact, and from being invisible to becoming visible strategic connectors. 

This episode is about stepping out of the slippers of the expert or manager and into the shoes of a true CX leader. Nienke invites her audience to spice up their leadership, follow their joy, and ride the wave of awesomeness. 

In this episode you will learn: 

• Why playing it safe is the biggest trap for CX leaders 

• The 5 safe zones that keep leaders small 

• What it looks like to shift from management to true leadership 

• Why joy, courage and visibility matter more than ever 

Nienke makes it clear: CX is too important to play it safe. It is time to stop limiting yourself, step into your leadership shoes, and lead like you mean it. 

🎧 Listen now and discover which of the five areas resonates most with you. 

Timestamped overview:    00:00 CX Leadership podcast challenges  05:06 Step out of safe leadership  08:40 From reporter to strategic partner  12:41 From projects to transformation  14:05 Tech-driven impact with AI & data  18:02 Becoming a strategic connector  21:18 Join secret email list 

About Nienke:  

Nienke Bloem is often called the Customer Experience speaker in the blue dress.   

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.  

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.   

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

From leaders canceling contact center visits to technicians arriving late, from the reviews customers leave online to the culture that lives inside organizations, thin slices are everywhere. And they matter.

Drawing on research by Nalini Ambady, Malcolm Gladwell’s Blink, and her own stories from corporate life, Nienke shows how thin slicing can be used in two powerful ways:

1. Driving culture change and leadership interventions, making behavior visible and discussable.
2. Understanding customer feedback and VOC data, treating reviews and complaints as slices of the bigger customer experience.

You’ll learn:

• Why behavior is the real evidence of your strategy.
• How small slices of action build or break trust.
• Practical tips for using thin slicing as a CX leader.

Because in the end, behavior is the evidence. Every thin slice reveals what’s really important, far louder than any strategy document or polished story.

🎧 Tune in for stories, science, and practical actions you can take to grow your CX leadership.

Timestamped overview:

00:00 Thin slicing and tech issues

05:51 Accuracy of thin-slice judgments

09:25 Unseen importance: Plankton effect

11:38 Thin slicing: Judging whole from parts

13:50 Customers are evaluating companies

18:24 Aligning internal culture with CX

21:02 Leadership by example in CX

25:13 Cultural reflection in Customer feedback

27:06 Distrust and control realization

31:03 Strategy webinar dates correction

Free learning opportunity: Join one of Nienke’s upcoming Strategy on a Page webinars:

• English: Friday, October 3 at 10:00 AM (Amsterdam time)
• Dutch: Monday, October 6 at 12:00 noon (Amsterdam time)

Both sessions will be recorded, but attending live gives you the chance to ask your own questions and interact. Plus, if you attend live, you’ll get a practical AI prompt so you can start building your SOAP right away.

Register here

About Nienke: 

Nienke Bloem is often called the Customer Experience speaker in the blue dress.  

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books. 

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.  

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

Bart is part of the team behind Accenture Song’s Life Trends Report, a yearly study that combines global research, expert insights, and real human stories. Normally, Nienke is a little skeptical of “trend reports,” but when she first saw Bart present this one, she was blown away. It’s sharp, relevant, and deeply practical for CX leaders.

Together, we dive into the five Life Trends for 2025:

1. The cost of hesitation – how online mistrust is shaping customer behavior
2. The parent trap – why raising kids in a digital world is now a shared responsibility
3. The impatience economy – speed, trust, and the rise of bite-sized influence
4. The dignity of work – why employee experience directly defines customer experience
5. Social media rewilding – finding balance between digital convenience and real-life connection

What you’ll learn in this episode:

• Why these trends matter for CX leaders right now
• How to recognize them inside your own organization
• Practical examples of companies getting it right (and wrong)
• The simple but powerful role of empathy and trust in staying relevant

If you want to understand how customer expectations are shifting, and what you can do as a leader to prepare, this episode is for you.

Timestamped overview:

00:00 Future of CX & Employee Experience 06:04 Career journey in Customer Experience 07:43 Dutch CX professional collaboration 12:57 Online hesitation due to misinformation 17:04 Ecosystem collaboration for digital trust 17:41 Dutch lab cyber hack exposes data 23:27 Limited access for young users 24:08 Gaming ethics vs. Functionality 30:24 Importance of speed in service delivery 34:16 Restaurant choice and experience 35:44 Empowering employee autonomy 39:50 Blending digital and in-store experiences 42:50 Building a chatbot: A personal journey 44:25 DIY multilingual chatbot success 47:57 Global trends insights

Extra information: 

Connect with Bart on LinkedIn  You can find the five life trends of Accenture Song here.  Book recommendation: Beyond Employee Engagement by Kristina G. Vaneva 

About Nienke:  

Nienke Bloem is often called the Customer Experience speaker in the blue dress.   

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.  

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.   

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

Your Strategy on a Page is the bridge between vision and execution. Without it, your CX story risks staying a dream. With it, you have a clear, shareable, actionable plan that guides your team and inspires your organization.

In this episode, you’ll learn: ✅ Why SOAP is the third essential element of your CX Story. ✅ The 5 research-backed advantages of having a one-page strategy. ✅ Real examples of SOAP setups, from 2 pillars to 5 must-win battles. ✅ 10 possible elements you can include in your own SOAP. ✅ A challenge: how to make sure your strategy drives direct customer impact, not just internal alignment.

You’ll also hear stories from Nienke’s own leadership journey and client cases that bring SOAP to life, plus practical tips to make your strategy visual, memorable, and usable every single day.

Timestamped overview: 00:00 Podcast introduction 05:05 Webinar announcement 09:39 Executive strategy and CX alignment 13:19 Strategic execution through visual simplicity 16:02 Clarity drives action 20:04 DIY CX Story framework 22:36 Building customer-centric mindsets 27:20 Strategic vision through self-thinking 30:17 Visualize your strategic path 31:20 Strategy as bridge to success Free learning opportunity: Want to create your own Strategy on a Page? Join one of Nienke’s upcoming Strategy on a Page webinars:

• English: Friday, October 3 at 10:00 AM (Amsterdam time)
• Dutch: Monday, October 6 at 12:00 noon (Amsterdam time)

Both sessions will be recorded, but attending live gives you the chance to ask your own questions and interact. Plus, if you attend live, you’ll get a practical AI prompt so you can start building your SOAP right away.

👉 Register here

About Nienke:  

Nienke Bloem is often called the Customer Experience speaker in the blue dress.   

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.  

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.   

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

You’ll get: 

• 3 CX micro-missions
• 9 practical actions (yes, totally doable!)
• A summer challenge: pick one each week and go for it 

Backed by insights from Harvard Business on how trust is built through small, authentic actions, this episode is a must-listen for CX leaders who want to lead with heart and make real impact through the little things. 

No budget required. No approval needed. Just action. 

Whether you’re still working or already easing into the holiday spirit, this episode will inspire you to keep CX human, purposeful, and powerful - one small step at a time. 

Listen now and start your summer ripple. 

Time-stamped overview: 

00:00 Summer CX Leadership episode  05:34 Engage one customer directly  08:15 Encouraging recognition and openness  10:48 Start meetings with Customer stories  13:43 Micro actions: Power of one 

Mentioned in this episode: 

• Harvard Business Insight: Good Leadership Starts with Trust 

About Nienke  

Nienke Bloem is often called the Customer Experience speaker in the blue dress.     

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.    

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.     

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.  

Enjoyed the episode?  

Leave a quick rating or review in your favorite podcast app and share this episode with a fellow CX leader who’s ready to spice up their influence!  

Nienke will be back with fresh CX energy on Monday, August 25. Until then, keep it simple, keep it human, and start small. 

Hey there! Normally, this podcast is in English – but for this special episode, we’re switching to Dutch. Why? Because the conversation needed to be raw, real and relevant for the Dutch-speaking women in CX and customer service leadership roles. Of course I am helping you out, this is the link to a blog with the insights in English

In deze aflevering spreek ik met Elisa de Groot, expert op het gebied van vrouwelijk leiderschap en mede-oprichter van InTouch Female Leadership & Career Academy. Samen duiken we in een onderwerp dat zó belangrijk is: hoe speel je als vrouw het spel in organisaties slim? Zodat je meer invloed hebt, meer plezier ervaart én de erkenning krijgt die je verdient.

We hebben het over:

• de ongeschreven spelregels in organisaties
• hoe je je ambitie uitspreekt zonder arrogant over te komen
• wat je kunt doen als je collega wél promotie maakt en jij niet
• én waarom het tijd is voor jouw Tadaaa-schrift

En natuurlijk hoor je alles over de bijzondere masterclass Stratego voor Vrouwen, die we samen organiseren op 18 november. Dit is hét programma voor vrouwelijke CX- en serviceleiders die strategischer willen leren handelen – op een manier die bij ze past.

🎧 Dus: zet je koptelefoon op, laat je inspireren en ontdek hoe jij je eigen spel slimmer kunt gaan spelen.

Tijdlijnoverzicht:

[00:00:00] – Welkom & introductie [00:00:42] – Opmerking voor de Engelse luisteraar [00:03:06] – Start van het gesprek met Elisa [00:03:26] – Achtergrond van Elisa [00:05:15] – Betrokkenheid bij diversiteit & masterclasses [00:06:42] – Vrouwen in CX [00:07:41] – Frustraties en uitdagingen [00:10:35] – Het masculiene spel [00:11:30] – Het spel veranderen [00:13:15] – De behoefte aan authenticiteit [00:13:56] – Slimmer werken, niet harder [00:16:25] – Problemen in het vakgebied aanpakken [00:19:22] – Persoonlijke verhalen en inzichten [00:20:42] – Purpose-driven CX [00:27:56] – Leiderschapsmodellen in CX [00:29:27] – Masculiene en feminiene leiderschapsstijlen [00:31:19] – Vaardigheden en denkwijzen [00:35:02] – Empowerment en potentieel [00:35:45] – Persoonlijk succesverhaal (Elisa) [00:38:51] – Klassieke fouten en groei [00:40:02] – Imposter syndroom in CX [00:43:24] – Zelfacceptatie en authenticiteit [00:45:15] – Inclusieve blik [00:46:40] – Afsluiting

Bronnen & links:

Stratego voor CX Vrouwen

Linkedin Elisa de Groot

Boekentip: Jacinda Ardern, de Nieuwe Macht

Over Nienke: 

Nienke Bloem wordt vaak de Customer Experience spreker in de blauwe jurk genoemd. Ze is een wereldwijde CX thought leader, opleider en keynote spreker die haar publiek inspireert met best practices en bewezen methode; Customer Experience is haar tweede natuur. Ze schreef twee boeken over het vak.

Haar tweedaagse Customer Experience Masterclass staat bekend als hét programma om je voor te bereiden op je CCXP-certificering. Ze is dé expert waar CX-leiders naartoe gaan als ze hun leiderschap willen versterken en concrete resultaten willen behalen met hun Customer Experience-transformatie. Sinds 2020 host ze het CX Leadership Masterminds-programma, waarin ze leiders helpt hun leiderschap te verrijken en een boeiend CX-verhaal neer te zetten, inclusief een sterke CX-strategie.

Met meer dan twintig jaar ervaring in het bedrijfsleven spreekt ze de taal van de organisatie. Haar keynotes en CX-opleidingen zijn inspirerend én praktisch toepasbaar. Ze is een van de weinige Recognized Training Partners van de CXPA en haar missie is helder: Customer Experience laten werken en helpen bij het behalen van concrete bedrijfsresultaten. Abonneer je op haar wekelijkse CX Greetz om up-to-date te blijven.

Vond je deze aflevering waardevol? Laat een korte review of beoordeling achter in je favoriete podcast-app en deel de aflevering met een CX-leider die zijn of haar invloed een flinke boost wil geven!

Inspired by a mountain-top holiday encounter with a servant-hearted hotel owner and a candid leadership lesson from HEMA CEO Saskia Egas Reparaz, Nienke distills the science into 9 practical tips (3 for warmth, 3 for competence, 3 for everyone). 

In this episode you’ll learn:

• Why warmth beats raw skill as the first gateway to trust - and how the warmth/ competence matrix works (Fiske & Cuddy) 

• The four leadership quadrants and the trap of being a “Competent Jerk” 

• How a sommelier-turned-hotel-owner models visible, servant leadership - plus a real-world boardroom example from the CEO of HEMA 

• 3 ways to ramp up warmth when you’re seen as distant 

• 3 ways to boost competence when you’re liked but not taken seriously 

• 3 universal moves every CX leader can start this week to spice up influence across silos 

• A simple self-audit to locate yourself on the matrix and pick the right next habit 

  Time-stamped overview 

[00:00:00] - [00:01:32] Introduction: Why warmth beats competence 

[00:01:32] - [00:02:54] About the podcast & host 

[00:02:54] - [00:05:11] The science of warmth and competence 

[00:05:11] - [00:07:30] The warmth & competence model 

[00:07:30] - [00:09:34] Four leadership quadrants 

[00:09:34] - [00:11:47] Why the Matrix matters for CX leaders 

[00:11:47] - [00:14:32] Real-world example: The Dolomite hotel 

[00:14:32] - [00:15:56] Leadership reflection & practical application 

[00:15:56] - [00:19:07] Tips to grow warmth 

[00:19:07] - [00:24:43] Learning from warm leaders: Hema’s CEO 

[00:24:43] - [00:28:23] Tips to grow competence 

[00:28:23] - [00:29:50] Recap of action steps 

[00:29:50] - [00:31:19] Three universal tips for all leaders 

[00:31:19] - [00:32:48] Conclusion & invitation 

[00:32:48] - End credits 

Resources & links 

• Warmth–Competence research: Fiske, Cuddy, & Glick (2007); Cuddy, Kohut & Neffinger (2013) 

• Nienke wrote a blog about this topic with an interesting model, you can read it here. 

About Nienke 

Nienke Bloem is often called the Customer Experience speaker in the blue dress.    

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.   

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.    

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

Enjoyed the episode? 

Leave a quick rating or review in your favorite podcast app and share this episode with a fellow CX leader who’s ready to spice up their influence! 

Together, Adam and Nienke cut through CX industry jargon and get real about the challenges of building a customer-centric culture, balancing strategy with fast, practical action, and learning to love tough customer feedback. Nienke shares colorful stories from her career journey - from small island beginnings in Texel to leading CX for telecom giant KPN - and introduces refreshing concepts like “truth makers” vs. “truth seekers” and the art of “friction hunting.” 

This episode is packed with hands-on leadership tips, memorable metaphors (ever heard of CX cosplay or fire prevention in CX?), and candid discussions on building true authority and resilience as a CX leader. Whether you’re looking to energize your CX strategy or need inspiration to face tough boardroom conversations, this conversation delivers insights you can act on right away. 

Tune in for Nienke’s spicy perspectives and practical advice, and learn how to bring more heart - and action - into your customer experience leadership. 

Timestamped overview:  

00:00 Enhancing leadership for impact 

05:04 Early risers' varied workday 

09:19 Truth makers vs. truth seekers 

12:34 Truth makers triumph over seekers 

16:10 Slow processes in Customer Experience 

17:56 Pilgrimage as strategic journey 

23:30 Customer-Centric strategy execution 

27:25 Urgent need for improved CX 

29:13 Engage, don't convince, in CX 

32:54 Prioritize understanding, avoid judgement 

35:21 CX leadership strategies & stories 

39:37 Costly advertising and low conversion rates 

41:55 Mastering NPS for CX leaders 

46:26 From conflict to connection 

47:44 CX Program improvement suggestion 

Extra information:  

Connect with Adam on LinkedIn.

Booktip: Winning on Purpose  

About Nienke:  

Nienke Bloem is often called the Customer Experience speaker in the blue dress.   

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.  

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.   

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

Blending  

1. the famous CX model by Forester
2. timeless research from Daniel Kahneman and 
3. the EPIC moments framework of Chip and Dan Heath, 

Nienke shares actionable insights and memorable stories from business and everyday life alike. Whether you’re a seasoned CX leader or just starting your journey, you’ll discover practical strategies to build long-lasting loyalty and real business value by delivering unforgettable moments throughout your customer journey. 

Tune in for inspiration, practical ideas you can use today, and a reminder that even the smallest memorable touch can boomerang back as loyalty, advocacy, and growth for your business. Get ready to be inspired to make CX work - for you, your team, and your customers! 

Timestamped overview: 

00:00 Creating memorable CX 

04:28 Enhancing customer journeys moments 

08:47 Refocusing on CX fundamentals 

11:11 Creating effortless, enjoyable, memorable experiences 

17:02 Memorable CX moments 

18:47 IKEA's simple checkout experience 

23:57 Applying the Boomerang model to journeys 

26:19 Client loyalty in veterinary services 

30:16 Dutch approach to customer loyalty 

31:08 Enhancing client experience 

36:08 Creating memorable business moments 

39:38 Thoughtful gestures and kindness practices 

44:32 Enhancing customer experience reflection 

46:50 Creating memorable customer experiences 

Extra information: 

Video Daniel Kahneman – Experience vs Memory of Experience: https://www.youtube.com/watch?v=XgRlrBl-7Yg 

One page summary of The Power of Moments EPIC model: https://www.scribd.com/document/472290032/heathbrothers-power-moments-1-page-summary-epic 

About Nienke: 

Nienke Bloem is often called the Customer Experience speaker in the blue dress.  

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books. 

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.  

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

While Nienke was in Singapore, diving deep into all things Artificial Intelligence - from chatbots to content creation, from productivity boosters to playful creativity - something unexpected happened. AI got its hands on her book CX is a Pilgrimage… and decided to make a podcast about it.

Meet Notbook LM: the AI behind this unusual episode. It read the book, processed the CX philosophy, and crafted an audio experience all on its own.

No, it doesn’t sound like Nienke. Yes, it talks about her ideas. And yes - it might just blow your mind a little.

Curious to hear how AI interprets a CX journey? Hit play and enjoy this one-of-a-kind experiment.

Let the CX pilgrimage continue - in a totally new voice.

Timestamped overview

00:00 Fear of change: Can you?

04:04 Road map to potential

06:32 Choose your CX toolkit wisely

12:42 Fostering a culture of safety

13:58 Colleague's support transformed struggle

17:29 Prioritize self-care and joy About Nienke:

Nienke Bloem is often called the Customer Experience speaker in the blue dress.

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

With over 53 CX leaders mentored since 2020 through her Masterminds and individual mentoring programs, Nienke shares why having a mentor is not a luxury, but a real accelerator for your success as a CX leader, expert, or consultant.

In this episode, you’ll learn:

• Why mentoring isn’t about fixing you - it’s about expanding you
• What can go wrong when you don't have a mentor
• How a mentor gives you fresh perspectives, strategic direction, and real accountability
• The 10 powerful elements a CX mentor can bring to your leadership journey
• The difference between internal and external mentors and why Nienke loves working with external mentors
• Common misconceptions about mentoring (and why it’s not just for struggling leaders)
• How mentoring can help you dream bigger, grow faster, and lead stronger

Are you ready to grow your CX leadership impact? If you're curious about what mentoring with Nienke might look like, feel free to send us an email at nienke@nienkebloem.nl and we'll be happy to tell you all about it.

Time stamped overview:

00:00 Mentorship for CX leaders

06:20 Power of mentorship

09:52 Guiding mentees in CX strategy

10:57 Accountability and overcoming procrastination

15:37 Value of real-life mentorship

17:15 Role models inspire bigger dreams

21:51 Seek mentorship for leadership growth

23:46 Share your episode review

About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

Sarah shares her unique blend of expertise - from CX and behavioral design to organizational anthropology and systemic work - and introduces us to her newest method: Customer Constellations.

Together, they explore:

• Why customers are not outside the system, but part of it
• How to recognize deeper, systemic root causes behind recurring customer pain points
• What language, power dynamics, and organizational history have to do with CX
• Why slowing down might be the smartest move CX leaders can make
• How to create lasting change that actually sticks

If you've ever felt like you're fixing the same issues over and over again, this episode is a must-listen.

Time stamped overview:

00:00 Emotional connection with banks

05:53 Trends in cultural and behavioral design

09:27 Customers shape the ecosystem

12:59 Reflecting on a 11-year-old event

15:34 Breaking Customer System Silos

17:36 Cultivating curiosity through feedback

23:04 Humanizing Customer Experience transformation

26:29 CX leadership & narrative change

30:11 Dutch childcare benefits scandal

31:22 Fall in love with problems

35:09 Systemic leadership literature challenges

37:25 Launch of Customer constellations

Resources mentioned: 🔗 You can connect with Sarah here  🌐 Learn more here 

Dutch: Barbara Hoogendoorn books

English: Els van Steijn – The fountain

About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

She shares the lowlight that started it all - a disappointing CX course in London - and how that frustration became the spark to build her own CX training programs. From there, she reflects on seven key learning experiences that shaped her leadership, including:

✨ A behind-the-scenes tour at Zappos and their legendary employee culture ✨ Learning CX magic at the Disney Institute (yes, there were Minnie ears!) ✨ Earning two diplomas from Harvard Business School Online ✨ The value of being part of an international mastermind that fuels strategy and accountability

This episode is a celebration of growth, resilience, and the power of investing in yourself. If you're a CX leader or aspiring to become one, you’ll walk away with fresh insights and a renewed belief in lifelong learning.

🎧 Hit play and discover what these experiences taught Nienke and what they can teach you too.

Timestamped overview

04:08 Disappointing CX training experience

08:19 Thin slicing concept explained

12:16 Commitment in blended learning

16:36 Networking and mastermind importance

18:06 Mastermind connections for CX leaders

21:01 Design thinking and growth

Resources mentioned:

Download the free e-zine with my 27 Zappos learnings here.

For more info about the CX Leadership Masterminds program, visit Nienke's website here.

About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

Welcome back, my CX friends! In this episode of CX Leadership Talks, I'm diving into the art of crafting unforgettable customer experience stories that truly stick and leave a lasting impact.

Drawing inspiration from one of my favorite books, "Made to Stick" by Dan and Chip Heath, I'll be sharing six transformative elements to take your CX narrative to the next level.

From simplicity to surprise, concreteness to credibility, and more, we'll explore how to make your message memorable and drive change in your organization.

Plus, I'll tell you about my upcoming webinars where you can work with me to refine your CX story and make it truly stick.

Whether you're a seasoned CX pro or just starting out, this episode is packed with insights and practical tips to spice up your leadership and storytelling skills.

Tune in and let's transform your CX communication together!

In this episode, you’ll learn how to make your CX story Stick, by using the SUCCES formula of the Heath brothers:

✅ Simple – Find the sharpest core message (no more 43-slide decks!) ✅ Unexpected – Grab attention by flipping the script ✅ Concrete – Ditch vague buzzwords; bring true client stories to the table ✅ Credible – Back it up with real numbers and support from senior leaders ✅ Emotional – Data informs, but emotion moves ✅ Stories – Because stories are how people remember and act

CX Leaders, this is for YOU if: ✔️ You’re tired of repeating yourself ✔️ You want people to take action after your presentations ✔️ You’re ready to spice up your leadership with a story that spreads

📅 And don’t miss this: Join Nienke’s free 1-hour First Aid CX Story Webinar to test and upgrade your own story using her CX Story Blueprint.

🧡 March 25 (NL) – Dutch edition 💙 March 26 (INT) – International edition 🧡 March 27 (BONUS) – Extra session!

📩 Register here

Time stamped overview

00:00 Creating stickiness in Customer Experience

03:22 Webinar: Enhance Your CX Story

07:20 Unexpected low reviews shock customers

12:11 Creating emotional connections through context

14:47 Integrating success elements into stories

18:28 Join my webinar next week

About Nienke: Nienke Bloem CCXP is often called the Customer Experience speaker in the blue dress.  

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books. 

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs.

Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.  

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

And register for her webinars this last week of March 2025:

🧡 March 25 (NL) – Dutch edition 💙 March 26 (INT) – International edition 🧡 March 27 (BONUS) – Extra session!

📩 Register here

In this episode of CX Leadership Talks, your host Nienke Bloem CCXP shares why the best CX leaders don’t change their story every time, but instead have ONE clear, repeatable CX story that aligns teams, secures leadership buy-in, and drives action.

What you’ll learn in this episode:

• The #1 mistake CX leaders make with their messaging.
• Why having multiple CX stories creates confusion and weakens impact.
• The four essential elements of a strong, repeatable CX story.
• How to adapt your story for different audiences without changing the core message.
• How to get your entire team to reinforce the same story for a true CX ripple effect.

Episode challenge: Take a look at the last few CX presentations or messages you’ve shared. Are they consistent? Does your team use the same key message when talking about CX? If not, it’s time to create and align around ONE CX story!

Join the CX Story webinars on March 25 & 26! Want hands-on guidance to craft your ONE powerful CX story? Register now for my upcoming CX Story Webinars and learn how to make your CX message stick and spread across your organization.

Time stamped overview

00:00 Consistent messaging is key

03:19 One CX Story, One Strategy

08:53 Consistency in CX Storytelling

11:53 Neglecting Customer Service issues

13:39 Urgent CX Storytelling strategy

17:31 Fixing frictions with three pillars

20:39 Tailored call to action strategies

24:05 Effective call to action strategies

26:50 Crafting a powerful CX Story

About Nienke:  Nienke Bloem is often called the Customer Experience speaker in the blue dress.  

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books. 

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.  

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

Through her journey with KPN and her work with clients, Nienke shares how organizations - commercial or governmental - can prioritize CX more effectively. She introduces the "CX Time Trap", explaining why CX is often seen as important but not urgent, and provides a mini-formula to help leaders break through this perception. By aligning data with emotion and business goals, CX professionals can drive real action.

But how do you master this skill? Join Nienke’s exclusive webinars on March 25th and 26th! In these live sessions, she will guide you in crafting compelling CX stories that inspire action and align with business priorities. Don't miss this opportunity to refine your urgency narrative and strengthen your CX leadership.

Secure your spot here.

See you there! 

Timestamped overview

00:00 Creating urgency in Customer Experience

05:03 Customer urgency and CX solutions

10:21 Linking CX to business success

12:27 Customer Experience: Why now?

14:32 Overcoming government agency plateau

17:43 Rock the CX world!

About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

In this week’s special edition, your host, Nienke Bloem CCXP, introduces her innovative CLEAR method designed to help CX leaders make complex customer experience concepts clear. Nienke tackles one of the biggest frustrations in the industry: how to make sure that stakeholders truly understand and act on CX concepts and methods.

Discover how to transform abstract ideas into actionable insights through concrete examples, simple language, and inspiring stories. This episode is packed with practical tools and a challenge to elevate your communication skills, ensuring that your CX strategies are clear and impactful. Don’t miss out on this journey to make CX easy and memorable for your colleagues

🔑 CLEAR stands for: 🔵 C – Concrete (Avoid vague statements. Make it real with examples.) 🔵 L – Literal (Use simple, everyday language—not jargon.) 🔵 E – Example-Driven (Show, don’t tell. Use real stories and comparisons.) 🔵 A – Actionable (Give people something specific to do.) 🔵 R – Repeatable (If people can’t repeat it, they won’t remember it.)

Timestamped Overview:

00:00 Enhancing CX Leadership Strategies

04:27 "Making Customer Experience Work"

08:03 Creating Urgency in Customer Experience

11:26 Concrete Customer Feedback Process

15:20 Importance of Example-Driven Communication

18:13 Clarifying Leadership Ambassador Roles

20:13 "Importance of Repeating CX Stories"

24:25 Simplifying Leadership Communication

26:41 "Communicate Better: Join Our Webinars"

And that wraps up this episode of CX Leadership Talks! I hope you’re feeling inspired to apply the CLEAR method and make customer experience concepts truly stick.

Want to dive even deeper into CX leadership and sharpen your communication skills? Join my upcoming webinars, where I’ll be sharing even more actionable strategies to simplify CX and drive real impact in your organization.

Secure your spot now through this LINK and start making CX crystal clear for everyone in your organization!  See you there!

Resources Mentioned: Podcast episode #13 : Avoid these 5 mistakes inyour CX Storytelling journey!

About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

In this latest episode, your host Nienke Bloem CCXP sits down with Pauline Bruyel, Customer Experience Manager at Levi9. They delve into the unique world of IT services and discuss how Levi9 stands out by maintaining a relentless focus on customer centricity, even in challenging times. Discover how Pauline bridges the gap between tech teams and business needs, and learn about the innovative strategies Levi9 employs to ensure their solutions are both functional and delightful for end-users.

With engaging examples from Pauline's own journey from archaeology to CX management, this episode is a treasure trove of insights for anyone looking to elevate their customer experience game, especially within the B2B sector. Tune in for an inspiring conversation that sheds light on the importance of understanding the end customer and the role of leadership in shaping customer-centric cultures.

Timestamped Overview

00:00 From archaeology to IT: A people-centric journey 05:54 Customer focus as strategic pillar 09:13 Customer-centric solution development 10:48 Scalable development methodologies 16:13 Misconceptions in customer focus 17:27 Customer understanding fuels success 22:15 Resolving customer feedback challenges 26:24 Customer focus and training initiative 28:30 Creative good luck gift ideas 30:30 Surprise your customer ideas 34:22 Enhancing total experience 37:43 Creative customer feedback utilization 43:03 Great CX leadership insights

Resources Mentioned:

• Connect with Pauline Bruyel through Linked-In.
• Click here for more information on Levi9
• Book recommendation for Steven van Belleghem ‘Diamond in the Rough’

Podcast Episode with Steven van Belleghem on his book ‘Diamond in the Rough’

About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

In this engaging episode, your host Nienke Bloem dives into the complex yet fascinating world of the Dunning Kruger effect and its impact on customer experience leadership.

Discover how overconfident leaders may unknowingly harm CX efforts and learn the essential strategies to recognize and combat this cognitive bias. Nienke shares insightful red flags, real-life stories, and actionable steps to help organizations mirror reality, highlight best in class, and encourage self-reflection.

Whether you're looking to drive meaningful CX transformation or simply become a more self-aware leader, this episode is a must-listen for all CX professionals. Tune in, share with fellow leaders, and keep spicing up your leadership journey!

Timestamped Overview

00:00 Customer assumptions over reality 05:49 Customer first commitment lacking 09:17 Overconfident leaders harm performance 12:41 Encouraging self-reflective leadership 13:39 Customer-centric leadership strategies 16:43 Transformative leadership and insights

About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

Together, we explore:

• The role of CX in fostering trust and improving government services.
• How Robert led the development of a government-wide CX maturity model and metrics framework.
• The importance of building a thriving CX community across public sector organizations.
• Practical leadership lessons on staying focused, making CX actionable, and ensuring the journey is both impactful and enjoyable.

Robert shares his vision for embedding CX at the strategic level in government, the challenges of navigating political cycles, and his innovative approach to fostering a culture of customer-centricity. Whether you’re in the public or private sector, this episode is packed with valuable insights to elevate your CX leadership.

Timestamped Overview:

00:00 Loss of trust in government impacts services.

05:01 Debate over government using "clients" or "customers."

09:34 2023 Government collaboration, slower progress compared to commercial.

12:10 Efforts to grow CX in Netherlands government.

16:13 Inspired by White House focus on CX strategy.

19:16 Current model improves customer journey mapping effectiveness.

23:19 Shared practice enhances customer experience professionalism.

24:01 Created CX community in government with 900 members.

27:59 Senior management visits customers regularly, enhancing culture.

31:44 A confused mind says no, impacts leadership.

36:29 Robert's LinkedIn in show notes.

Resources Mentioned:

• Connect with Robert Vels on LinkedIn.
• Learn about the CX community. When you register you will have access to the relevant documents. If that doesn't work, people can email Robert at robert.vels@rvo.nl.

About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

Key topics discussed:

• AI's multifaceted role: Discover how AI can enhance productivity and personalization, and understand its potential in reshaping business intelligence for predictions.
• AI & customer personas: Explore how tools like ChatGPT can be leveraged to create detailed customer personas, elevating personalized services.
• AI for frontline operations: Discuss the democratization of AI and its impact on frontline efficiency, onboarding, and innovation.
• Balance of challenge and skill: Understand the flow model and how AI can maintain this balance to make tasks more engaging for employees.
• AI in change management: Mia emphasizes the importance of effective change management when integrating AI to ensure safe transitions for employees.
• Addressing misconceptions: Break down myths around AI’s impact on personal intelligence and the notion that it reduces the personal touch in customer interactions.
• AI ethics and responsibility: Highlight the importance of ethical and sustainable AI use, emphasizing a 360-degree perspective for responsible operations.

Mia’s global perspective - having traveled through multiple Asian countries - enriches her discussion on digital leadership in a rapidly evolving AI landscape. The episode underscores the importance of curiosity, continuous learning, and engaging in team discussions to navigate AI's evolving role in business. Whether you're interested in AI's impact on customer experience or the future of digital leadership, this episode offers valuable insights for leaders and innovators alike.

Tune in to discover how AI can empower your leadership and transform your customer experience strategies in this rapidly advancing digital age.

Timestamped overview

00:00 Focus on change management from human perspective.

04:32 AI supports limitless possibilities, enabling dreams.

08:02 Personalization involves predicting preferences using information.

12:08 AI enhances intelligence by revealing blind spots.

15:08 Make AI accessible for front desk empowerment.

16:55 Flow model optimizes challenge to maintain engagement.

20:42 Prioritize employee acceptance and safe AI integration.

25:26 Focus on systemic and human growth drivers matrix.

28:36 Enhancing contact centers with AI for FAQs.

33:44 AI can amplify bias; ethical usage crucial.

35:12 Consider impact on stakeholders for better decisions.

39:51 Curiosity about others' motives guides my perspective.

42:37 Grateful for sharing wisdom; linking LinkedIn profile.

Mia’s recommendations

The fearless organization, by Amy Edmonson.

Connect with Mia on LinkedIn.

About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

In this final episode of 2024—and the 41st episode of this podcast—we’re turning our attention to the future. Join Nienke Bloem, global CX speaker and mentor, as she guides you through a powerful planning process to make 2025 your best year yet.

With her signature mix of practical insights, thought-provoking questions, and a touch of humor, Nienke will help you set meaningful goals, identify the steps to achieve them, and align your CX leadership vision with your organization’s strategy. You’ll explore five “must-win battles” for the year ahead: impact and results, strategy and purpose, engagement and cultural change, personal growth and development, and work-life balance.

This isn’t just about setting resolutions—it’s about creating a clear, actionable plan to elevate your leadership and deliver measurable outcomes. So, grab a journal, get comfortable, and let’s dive into designing your path to success in 2025.

As always, I’d love to hear from you—what’s your boldest goal for the year ahead? Let’s connect and make it happen together!

Timestamped Overview

00:00 Intentional year planning clarifies goals, fulfills desires.

06:01 Chase challenging goals that excite and frighten.

09:57 Improved customer journey boosted satisfaction and referrals.

11:01 Impact realized; plan and tools needed next.

16:22 Focus on customer experience, strategy, and urgency.

20:59 Embed CX cultural shifts for deeper organizational change.

23:01 Customers enhance leadership and engagement in 2025.

26:10 Develop leadership, enhance CX skills, seek growth.

30:29 Prioritize work-life balance to prevent burnout.

32:39 Activities to inspire and prioritize health, fitness.

37:02 Focus on key projects and goal visualization.

38:42 Guiding you to enhance your leadership skills.

Want to grow as a CX Leader? Contact Nienke Bloem via her website or LinkedIn. She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.

In this special year-end episode, we take a reflective journey through 2024. Join Nienke Bloem, global CX speaker and educator, as she guides you through five key lenses to evaluate your year: impact and results, strategy and purpose, engagement and cultural change, personal growth and development, and work-life balance. 

Through thoughtful prompts, practical insights, and personal anecdotes, this episode will help you uncover your proudest achievements, biggest learnings, and areas for growth. To deepen your reflection, download the free PDF with 17 questions covering topics like impact, strategy, personal growth, and work-life balance. Whether you're a seasoned CX professional or a rising leader in your organization, this is your chance to pause, reflect, and celebrate the year you’ve had - before stepping into 2025 with renewed focus and energy.

Grab your favorite journal, clear your mind, and let’s dive in! And please let me know your biggest insight from the reflection process! 

Timestamped overview: 

00:00 Explore customer experience, personal development, and well-being. 

05:11 Evaluate metrics and achievements for key projects. 

09:27 Measure goals, inputs, and impacts for success. 

11:43 Is your CX strategy aligned and future-proof? 

14:54 Purpose ties ESG goals to customer experience. 

20:40 Focusing on engagement, cultural change, customer experience. 

25:25 Personal education enhances leadership through diverse experiences. 

26:56 Reflecting on personal growth, networking, and values alignment. 

30:14 Work-life balance, stress management, and inspiration reflection. 

35:17 Year described as vibrant, challenging, and pink. 

37:32 Who energized you most; biggest 2024 challenge? 

42:21 Reflection episode; envisioning goals for 2025 planning.  

Want to grow as a CX Leader? Contact Nienke Bloem via her website or LinkedIn. She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.

Key highlights include:

• Understanding budget needs: Nienke stresses the importance of anticipating budget requirements not just for the coming year, but for the next three years. This strategic foresight can help position CX leaders to secure necessary funding.
• Identifying opportunities for budget collaboration: Explore potential collaborations within the organization, such as customer service projects, digital transformation initiatives, innovation, employee engagement, and leadership development programs, where shared budgets can amplify customer-centric efforts.
• Securing budget: Learn how to frame budget proposals by aligning with organizational priorities and demonstrating the business value of CX initiatives. Nienke also discusses the importance of understanding internal processes and leveraging storytelling to make the case for funding.
• Avoiding common pitfalls: Nienke highlights common mistakes CX leaders make, such as not aligning with company goals or failing to follow up proactively on budget proposals.

Listeners are encouraged to assess their current budget situations, seek out allies within their organizations, and take actionable steps to enhance their CX leadership. Whether you're facing challenges or have budget left to allocate, Nienke invites you to reach out for support and collaboration.

Join Nienke in spicing up your leadership and making 2025 the most impactful year yet for your customer experience initiatives!

Timestamped overview

00:00 Explore CX leadership strategies.

03:14 Team size and budget impact organizational success.

06:40 Focus on customer service and CX improvement projects.

10:48 Employee engagement aligns with customer experience goals.

14:33 Understand and navigate budgeting process for success.

17:04 Align CX projects with company goals strategically.

20:55 Spice up CX leadership; take action now.

Extra: Ten questions you can have a conversation about with your CX team or CX peers based on this podcast:

1. Why is having a budget crucial for achieving impactful results in your role as a CX leader?
2. How can you identify and utilize leftover HR budget for both personal and organizational development initiatives?
3. What are the two main elements of budget you should focus on, and why are they crucial for achieving impact in your CX leadership?
4. How can you strategically plan for budget requirements not just for the next year but for the upcoming three years?
5. Where are potential collaboration opportunities within your organization that could provide additional budget for CX initiatives?
6. How can you tailor your budget pitch to align with the priorities and decision-making criteria of your organization's leadership?
7. Why is it important to align your CX projects with broader company goals such as digital transformation and innovation?
8. How can you leverage allies within your organization to tap into shared budgets, and can you think of examples where such collaborations might occur?
9. What are some potential pitfalls you might encounter during the budgeting process, and how can you avoid them?
10. What actions can you take immediately to assess and improve your current budget strategies in your role as a CX leader?

Want to grow as a CX Leader? Contact Nienke Bloem via her website or LinkedIn. She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.

David's journey as an entrepreneur is inspiring. Before founding Handwrytten, he built and sold Cellit, a leading mobile messaging company. His deep expertise in engineering and his passion for creating meaningful connections have established him as a respected leader in the CX community. In this episode, he'll share invaluable insights on how to elevate customer relationships by merging automation with sincerity. 

And there's more! David will reveal an intriguing case study from a snack box company that used Handwrytten's unique service as a win-back strategy, turning customer dissatisfaction into loyalty. This episode is packed with golden nuggets on how to leverage technology for genuine, human connections. So stick around - you won't want to miss this eye-opening conversation on the future of personalized customer experience! 

About Davis Wachs (visit his LinkedIn profile here) 

David Wachs is a serial entrepreneur and the founder of Handwrytten. 

Before Handwrytten, David founded Cellit, a pioneering mobile marketing platform recognized as a top player in mobile CRM. Cellit served high-profile clients like Abercrombie & Fitch and Pizza Hut and was ranked #262 on the Inc. 500 list. It was acquired by HelloWorld in 2012. 

David is a frequent speaker on messaging technology and has been featured in outlets like The Wall Street Journal and USA TODAY. He also writes a column for Inc. Magazine titled "Stepping Away from the Day to Day." 

Time Stamped Overview: 

00:00 Entrepreneur transforming outreach: text messaging to handwritten notes.  04:17 Wanted meaningful connection; wrote authentic handwritten notes.  09:55 Wide application, $50+ client value crucial.  12:07 Handwritten notes boost appreciation and response rates.  14:31 ID helps organize appointments and rescheduling efficiently.  19:45 Strategically use handwritten notes to enhance relationships.  23:37 Automated handwritten notes personalize luxury house purchases.  24:28 Ensuring consistent customer experience using automation.  29:32 Automated note-writing using AI and ChatGPT.  33:06 API warns but doesn't prevent capitalization issues.  36:23 Handwritten notes enhance customer experience, brand connection.  39:52 CX leaders should engage directly with customers. 

David’s recommendations: 

1. Do you have a grip on your business, or does your business have a grip on you? My book suggestion for you is Traction.
2. Visit the site of Handwrytten

Want to grow as a CX Leader? Contact Nienke Bloem via her website . She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.

Timestamped overview

00:00 Clarify action despite distractions in presentations. 

05:54 Create bold, actionable calls to engage audience. 

09:32 Drafting calls to action; webinars and training available. 

10:31 Webinar on election day; join us! 

Want to grow as a CX Leader? Contact Nienke Bloem via her website or LinkedIn. She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.

Listeners will learn about four types of personal stories - ranging from personal customer experiences to personal interests - that can elevate a leader's likability, authority, and relatability. Nienke shares her own compelling experience with Emirates Airlines to illustrate the LARA principle (Listen, Analyze, React, and Act) and the value of personal attention in customer service.

Tune in to discover how personal anecdotes can transform dry facts into engaging stories that resonate with audiences. 

Discover the secret to making your CX stories impactful and engaging, and don't miss Nienke's valuable tips on integrating personal elements into your storytelling for more effective leadership and communication. Join Nienke Bloem as she sends greetings from the Netherlands and empowers CX leaders to create stories that inspire change.

Timestamped overview

00:00 – Engaging and likable presentations are more memorable. 04:48 – Mapping CX stories and transformations from personal experience. 08:51 – Crafting relatable, authoritative, and likable stories using personal experiences. 11:36 – Adding a personal touch to corporate leadership programs. 14:33 – Focusing on positive customer experiences, such as those with Emirates. 18:58 – Reacting, improving processes, inspiring curiosity, and enhancing customer experiences. 22:23 – How listening and understanding improve customer experience leadership. 25:22 – Being relational: understanding customer needs and reframing problems. 27:18 – Using storytelling to enhance likability and explain the importance of data. 30:21 – Hosting webinars and introducing an online CX program.

Want to grow as a CX Leader? Contact Nienke Bloem via her website or LinkedIn. She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.

She introduces the "CX Story Blueprint", detailing its four key components: a personal element, a sense of urgency, a CX strategy, and a call to action. Nienke emphasizes that each component is crucial for engaging audiences and driving change within an organization. 

Listeners are invited to join upcoming webinars in November to work on their CX stories, receiving guidance to draft their narratives effectively. Whether you're new to storytelling or looking to refine your approach, the episode serves as a comprehensive guide to building a robust CX story.

Remember, crafting a stellar CX story can amplify your leadership and create those transformative ripple effects within your organization. Keep leading and stay tuned for more insights in next week's episode. 

Timestamped overview

00:00 English & Dutch sessions to help leaders improve. 

04:56 Creating a CX leadership journey with step-by-step plan. 

06:44 Four elements create a great CX story. 

11:13 Include personal elements for effective CX storytelling. 

12:55 Inject personality and urgency into customer experience. 

18:35 Enhance CX narrative: urgency, strategy, action. 

19:20 Register for webinar to get CX story blueprint. 

Want to grow as a CX Leader? Contact Nienke Bloem via her website. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio. 

This week's episode is all about embracing your role as the Chief Reminder Officer, a pivotal yet unsung role in ensuring your customer experience strategy resonates across your organization. Join Nienke as she shares her journey from her recent content retreat in Australia, her learnings from renowned entrepreneur Jane Anderson, and the importance of repetition in communication. Plus, discover how a well-crafted CX story can create lasting change and even propel you in your career. Tune in to learn about the power of storytelling in CX, and start crafting your own CX change narrative. 

Timestamped overview 

00:00 Following CX education, inspired by Jane Anderson. 

04:27 Hosted CX masterclass to enhance organization's understanding. 

07:42 Consistent storytelling creates clarity and decision guidance. 

11:08 Communicate clearly using structured, repeatable presentations. 

14:56 CX leadership creates career advancement opportunities. 

16:59 Spice up customer experience; podcast on CX roles. 

  If you're interested in CX storytelling, check out this previous episode, on how to avoid these 5 mistakes in your CX Storytelling journey. 

Want to grow as a CX Leader? Contact Nienke Bloem via her website . She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.

He recommends "Experience Operating System" by Diane Magers and Michael Hinshaw as a valuable resource for CX leaders, and discusses the importance of empowering CX professionals with good data and understanding the organization's customer-centric maturity level. And on a more personal note, the hosts also share their favorite French snacks and provide links to relevant resources and further contact information.

This episode delves into journey mapping, journey management, and journey orchestration, shedding light on the strategic and tactical elements of each stage. They emphasize the need for leadership, continuous learning, and cultural and organizational changes to achieve seamless customer experiences and discuss the impact of AI on CX initiatives. Overall, the episode explores the evolution of CX teams, the importance of customer experience fundamentals, and the preparation and education needed for effective journey management.

So, join us for an engaging discussion on the evolving landscape of CX and the strategies to drive impactful change in your organization.

About Eytan Hattem (visit his LinkedIn profile here)

Eytan is an executive in Customer Experience, with international expertise in the digital transformation domain as a strategic consultant, thought-leader, engagement manager and business developer.

Throughout his career he gained experience in various technological fields (customer relationship management, cloud, mobile platforms, big data, AI, business analytics, IoT, and more) with multi-disciplinary background (general management, business development, partner relationship, delivery, support, etc.).

Eytan led multinational teams in various sites implementing a results-driven culture with a strong leadership focus on people, strategy and business outcomes.

Timestamped overview

00:00 Cemantica's ambition: create a frictionless world.

03:31 Difficult to explain my role, customer experience professional.

06:33 Changed approach from inside out to outside in.

10:47 Managing customer journey requires rigor, practice, governance.

13:39 Map customer journey, orchestrate data, validate hypothesis.

18:18 Refining journey with orchestration engines and data.

22:04 Develop customer experience strategy before journey mapping.

25:24 Emphasize customer impact, not just internal changes.

27:19 AI is a valuable copilot for humans.

30:32 Customers seek universal experiences, AI-driven.

34:26 Cemantica prioritizes execution, connectors, and data integration.

36:50 Empowerment and data are crucial for success.

41:10 People mapping digital operations, visualizing customer journeys.

44:41 Stimulates thinking about solving customer pain points.

46:51 Customer experience is either strategic or not.

49:25 Leadership needed for Cemantica, details in notes.

Eytan’s recommendations

1. Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It by Michael Hinshaw and Diane Magers
2. Visit the site of Cemantica.com

Now, you’re eager for more ideas and detailed strategies. That’s why you should definitely listen, as Nienke takes you along the journey of leveraging global CX Day. From ideation to evaluation, this episode covers every aspect of effective CX event planning.

You will learn about the five key planning elements crucial for any CX initiative: Ideate, Organize, Deliver, Share, and Evaluate. Nienke also outlines NINE strategies for engaging different target audiences within an organization, from the entire organization to CX teams and individual professionals.

Tune in to get practical tips and creative ideas on how to make your Global CX Day or Customer Week a memorable and impactful event. Don’t forget to catch the tease for our next episode focusing on journey management with a special guest. But first, it is time to spice up Global CX Day!

Timestamped overview:

00:00 Customer experience management is a global profession.

03:37 Recognizing and celebrating exceptional customer experience efforts.

07:41 Plan, organize and deliver customer experience management.

09:45 Capture, share, evaluate, plan, ideate, organize, deliver.

14:19 Hackathons drive quick wins and long-term innovations.

17:59 Host panels, engage customers, highlight CX efforts.

21:56 Effective annual customer engagement ideas for CX team.

25:22 Team reviews customer feedback for trends and solutions.

27:01 CX fact sheet and inspiration carousel. Interested?

30:24 Embrace gratitude, celebrate CX Day, thank sincerely.

33:48 Use ChatGPT/ Copilot for drafting emails efficiently.

36:28 Celebrating Global CX Day with Dutch chapter.

Links from this episode:

CXPA on Global CX Day

Tickets for Dutch Global CX Day

Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio: https://www.nienkebloem.nl/en/cx-educatie/

Avi shares insights on the neuroscience behind delighting others, emphasizing its impact on trust, business success, and profitability. The conversation explores the importance of authentic appreciation, personal gestures, and creating delight in customer interactions.

Additionally, they discuss the implications of cultural sensitivity in gift-giving, the impact of fairness and respect on customer loyalty, and the empowerment of employees through delightful company culture. The episode also addresses the challenge of delivering delight in difficult circumstances and emphasizes the need for leaders to prioritize genuine connections with customers.

Join Nienke and Avi for this enriching episode and let Avi's wisdom inspire you to lead with empathy and create genuine delight in your customer interactions.

About Avi Liran (visit his LinkedIn profile here)

Traveling the world on a mission to delight one person, one workplace at a time. Learning and researching about creating positive and happier cultures to foster delightful employee experiences, thereby retaining, engaging and empowering them to in turn, deliver delightful customer experiences. Avi's keynote talks seek to inspire audiences while his training programs aim to help organisations make delightful transformations. With over 20 years of leadership in the corporate world (as a former diplomat trade commissioner and venture capital entrepreneur), Avi shares on stage real life experiences, case studies, stories and original thought provoking recipes that are easy to learn but sure to make an astounding impact. Timestamped overview

00:00 Finding purpose requires values, especially respect and fairness.

03:51 Mistake with booking bungalows, intern's error.

08:28 Delighting others triggers neuroscience rewards, leading to connection.

12:13 Father's sudden death changes perspective on life.

17:20 Contribution adds value, giving is what's wanted.

19:32 Unusual toilet paper Christmas gift creates laughter.

22:55 Busy, but let's chat over coffee later.

24:55 Belgium hospitals discover "mango moments" impact.

30:53 Beggar is a person putting stuff in bag.

32:48 Showing appreciation creates VIP status at restaurants.

37:11 Banks and relationships depend on offering support.

38:13 Be there for people, rebuild relationships, add value.

42:22 Powerful words to enhance communication impact.

46:01 Practice empathy, show gratitude, lead authentically.

The conversation also delves into the elements of delivering world-class CX programs, building a web of data, understanding individual thinking processes, the book "Surrounded by Idiots," and the importance of agility, speed, and storytelling in CX. They emphasize the significance of understanding financial acumen, crafting a strong CX strategy, and rallying the organization for successful CX transformation.

The episode concludes with Nienke inviting listeners to share which elements they will work on and asking for recommendations on resources to become better CX leaders.

About Roxie Strohmenger CCXP (visit her LinkedIn profile here)

Roxie Strohmenger is an innovative CX Change Maker who believes great things don't happen in your comfort zone. She has a background as CX Consultant with Forrester and has had successful senior practitioner roles. She excels in leading CX transformations tied to operational metrics and financials. Her talent lies in delivering high-quality, revenue-impacting, and cost-saving customer experiences by defining, testing, and optimizing the customer lifecycle. Roxie is known for being a CX leader who breaks down silos and unifies an organization around a singular CX Vision, transforming strategy into execution to protect and expand revenue through scalable, human-centered experiences. She’s also known for identifying and cultivating the right emotion to deliver a differentiated, high-quality customer experience. She’s a servant leader who empowers professionals to realize their full potential. Besides that, she’s also a dynamic, passionate speaker who brings the customer to the foreground.

Timestamped overview

00:00 Upcoming event about mobility and leadership.

05:07 Inquisitive mind drives focus on customer experience.

09:20 Challenges in connecting CX to ROI explained.

12:08 Shareholders, structure, funding - important CX considerations.

15:16 Initial organizational listening tour for data access.

17:23 Hiring data-savvy team vital for CX success.

23:23 Agility and speed, plus understanding data's role.

26:34 Understanding P&L informs business decision making.

29:10 Government employees should manage and assess risks.

31:14 Explaining CX metrics and importance of storytelling

33:50 Scaling CX narrative through strategic and tactical methods.

38:23 Quick rise to keynote speaker affirmed vision.

41:01 Focus on immediate actions, avoid overwhelming tasks.

43:54 Focusing on what enhances the experience.

Roxie’s recommendation

The Delighted Customers Podcast with Mark Slatin

One particularly insightful quote from Diane highlighted the need for organizations to prepare for future trends, especially regarding AI, machine learning, and new technologies. She emphasized the importance of internal innovation and disruption, pointing out the need for organizations to redesign their operations and work collaboratively to deliver a seamless customer experience.

Throughout our conversation, we covered a range of topics, including the evolving role of CX leadership, the potential pitfalls of over-reliance on technology, and practical strategies for operationalizing customer experience within an organization. We emphasized the importance of cultural alignment, understanding design, and connecting customer value to organizational goals, offering invaluable insights for CX leaders and organizational leaders aiming to integrate customer experience practices into their work.

Tune in to gain practical insights and actionable strategies to elevate your organization's customer experience game. Don't miss out on this invaluable knowledge. Connect with Diane and start your CX transformation today!"

About Diane Magers (visit her LinkedIn profile here)

With over 25 years of customer experience, sales and marketing leadership, Diane is the Founder and Chief Experience Officer of Experience Catalysts, a consulting and training firm that helps CX executives develop and grow customer and associate engagement programs. She’s also a Certified Customer Experience Professional (CCXP) and a past CEO and Emeritus Chair of the Customer Experience Professionals Association (CXPA), a global non-profit organization that advances the CX field. Her passion is to facilitate and coach CX leaders on how to design and implement CX strategies that drive growth and impact financial benefits. She has worked with various sized organizations across different industries, such as VMware, State Farm, MoneyGram, Freeman, Invisalign, and Equifax, delivering CX solutions that align with their enterprise, customer, and associate needs. Besides that, Diane is also a skilled presenter and trainer in CX.

Timestamped overview

00:00 Organizations design experiences to influence behavior & ROI.

04:43 Summary: profession evolving, leaders need embedding experience.

09:49 Simple questions and actions for organizational change.

13:31 Empower teams with knowledge and capabilities.

17:04 Human craving for connection in automated world.

21:10 Embracing new perspectives and practices in CX.

23:38 Perspective shift enables better leadership and innovation.

27:39 Revamp approach to customer and employee value.

29:48 Strategic focus on future state customer perspective.

32:10 Align content, create standards, educate for consistency.

35:22 Shifting focus to digital experience and education.

39:10 Explains concepts and implementation of operating system.

42:46 Schedule time for exploration and build connections.

Diane’s recommendations

Experience Rules - The Experience Operating System (XOS) and 8 Keys to Enable It, by Michael Hinshaw and Diane Magers

Connect with Diane on LinkedIn

Maaike emphasizes the importance of understanding and utilizing existing data in organizations for enhancing customer experience and highlights the need for seamless alignment of data and processes, drawing an analogy to renovating a house.

The conversation also delves into agile methodologies, stakeholder management, and addressing concerns related to technology and job insecurity. The episode wraps up with Maaike's recommendation for enhancing CX leadership through data-driven insights.

About Maaike Verwer (visit her LinkedIn profile here)

Maaike is an enthusiastic, pragmatic and results-oriented professional with a customer-oriented approach (CX based). She has achieved several successes in roles and projects where organizational and IT processes reinforce each other. Maaike believes in the importance of CX and the use of the right and appropriate technology within organizations.

Timestamped overview

00:00 Encouraging guests to be proactive and brave.

05:31 Importance of customer experience and IT alignment.

06:37 Utilize existing data efficiently to avoid waste.

11:57 Met Sabio at Genesys conference.

14:06 Ensure understanding, confidence, and process optimization in technology.

17:53 Contact centers transitioning from cost to value.

21:42 Initiate inform transform perform through agile working.

23:45 Tracking project benefits leads to successful change.

28:01 Clear communication key for understanding and alignment.

31:40 Content must be easily accessible for engagement.

33:58 Share small wins, use understandable language, consider perspectives.

38:47 Addressing importance of stakeholder management and technology.

39:50 Career experience taught me to actively listen.

43:03 Recommended books by Maaike.

Maaike’s recommendations

Let's Get Real or Let's Not Play: Transforming the Buyer/Seller Relationship, by Mahan Khalsa and Randy Illig

Neuromanagement: het nieuwe managementparadigma, by Sven Gall (in Dutch)

Eryc emphasizes the importance of work leading to fulfillment, satisfaction, and human flourishing, challenging the traditional notion of work to an end. They delve into Eryc's book, "Stop Engaging Employees, Start Making Work More Human”, which offers practical strategies for fostering a human-centric work culture. The episode reveals specific disciplines and approaches for leaders, emphasizing the organic nature of workplace culture and the 13 guiding principles of human-centric workplaces.

Eryc shares insights on the 6 E's of impact culture and the significance of empathy and deep listening in creating meaningful connections. Furthermore, the discussion is about the importance of removing obstacles and friction in the workplace, empowering employees, and involving them in solving customer-related problems to enhance customer-centricity.

Join us as we unravel the profound insights into human-centered leadership and workplace transformation. Tune in to gain a deeper understanding of creating more human workplaces for better results.

About Eryc Eyl (visit his LinkedIn profile here)

Eryc Eyl is a distinguished expert in customer experience with over 20 years of industry experience. Known for his innovative and customer-centric strategies, Eryc has collaborated with numerous high-profile companies to enhance their customer service practices. With a background in Organizational Communication and a certification as a professional coach, he brings a deep understanding of human behavior and communication dynamics to his work.

Eryc is a sought-after speaker, thought leader, and contributor to various publications, passionately advocating for the integration of technology and human touch in customer interactions. Next to that he is a fun human. Always connecting, listening and of course, known for his extraordinary moustache.

Timestamped overview

00:00 How a liberal arts graduate becomes a Lean Six Sigma black belt.

05:47 Writing a book to make work more human.

09:39 Discussion about human-centric workplace principles and connections.

13:06 Defining and impacting workplace culture and expectations.

14:32 Adhering to expectations for traffic flow safety.

17:22 Balance speaking and listening for valuable communication.

21:24 Encourage involvement for better results and solutions.

26:45 Educating through conversations to achieve shared understanding.

27:42 Bank crew praised for smart branding approach.

32:32 Insightful session on customer service and leadership.

37:05 Simplify workplace processes, remove unnecessary obstacles.

38:30 Pushing responsibility down, reducing policies for satisfaction.

41:46 Embrace noticing and catching the right behaviors.

44:41 Focus on listening more, leading by example.

Eryc’s recommendations

Stop Engaging Employees, Start Making Work More Human, by Eryc Eyl

Emergent Strategy: Shaping Change, Changing Worlds, by Adrienne Maree Brown

And a present from Eryc for you, as a listener of this podcast

She shares insights on her career journey, the power of adapting, and building authority through consulting. Discover her resourceful CX Panda platform, her unique time management approach, and the importance of staying updated in the CX landscape.

Join us as we explore the valuable lessons she learned throughout her career and how she's making a positive impact in the world of customer experience!

About Olga Potaptseva (visit her LinkedIn profile here)

Olga Potaptseva is a renowned expert in customer experience (CX) strategy and business transformation. She founded the European Customer Consultancy, where she serves as a lead consultant. Her passion is in partnering with organizations worldwide to enable harmonious customer-informed operating models that benefit customers, employees, and the bottom line. She is known for her practical, hands-on approach and always strives to deeply understand their business, stakeholders, strategic objectives, change barriers, and trust factors before jointly implementing customer-centric change.

Olga has worked with numerous global brands like Manola Blahnik and AstraZeneca. to drive their CX initiatives. Next to that she is also the founder of CX Panda. She holds a degree in Economics and International Relations and has furthered her expertise with various certifications in customer experience management. Timestamped overview

00:00 Our first meeting during a CXPA Leaders Advanced Conference, while doing Pilates.

05:46 Emphasizing the need for clarity in business communication.

07:47 Disheartened by market research, pursued customer-centric role.

11:47 Experienced CX professionals utilize CX Panda for resources.

14:27 Inspiration for creating a knowledge base.

17:08 Seek inspiration and information from various sources.

20:42 All leaders are accountable for customer experiences.

27:42 Balancing work and life as an entrepreneur.

30:28 Flexibility within structure helps manage priorities effectively.

33:53 LinkedIn honesty and marketplace for consultants.

40:00 Consultants provide adaptable structure for complex organizations.

42:50 Recommendation of books.

About the platform CX Panda: https://cx-panda.com/

Olga’s recommendations

CX is a pilgrimage, by Nienke Bloem: Link Netherlands Link Amazon Our Iceberg is melding, by John Kotter: Link That’s Not How We Do It Here, by John Kotter: Link

And curious about Reformer Pilates? This is your app! https://www.fluidformpilates.com/shop/subscriptions/fluidform-at-home-subscription/

Jim shares key insights from his research on different CX team structures, highlighting their strengths, weaknesses, and real-world examples. The conversation also delves into the significance of data in driving business outcomes, staying energized through learning and community involvement, as well as the need for aligning CX strategies with the priorities and initiatives of CEOs.

Throughout the episode, Nienke and Jim provide practical advice, share captivating examples, and discuss the impact of powerful storytelling on CX leadership. This insightful and engaging episode is a must-listen for CX professionals and leaders seeking to enhance their understanding of customer experience and effective leadership.

About Jim Tincher (visit his LinkedIn profile here)

How is it that some leaders are able to navigate corporate silos to create an amazing customer experience, while others muddle along with mediocrity? Jim has dedicated his professional life to understanding the correlation between satisfied, loyal customers and sustainable business growth. He founded Heart of the Customer to help organizations create amazing experiences with a solid ROI through customer empathy and change management practices. Prior to starting Heart of the Customer, he led customer experience efforts at Best Buy and UnitedHealth Group, two very complex (and very different) organizations, and learned the importance of change management to ensure the new behaviors stick. he also learned the power of directly connecting employees and customers – a fundamental component of how we do journey mapping and customer experience improvements at organizations as complex as Dow, Avery Products, and Ultimate Software, to name a few of his clients. All his clients and the companies he worked for share a common goal: to differentiate themselves through a superior customer experience – which is not easy.

Jim is the author of “Do B2B Better” and co-author of “How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change” with Nicole Newton.

Timestamped overview

00:00 Passionate about customer experience since early days.

05:36 Changed approach by hearing from customers directly.

07:45 Leaders should interact more with customers for growth.

10:37 Rijksmuseum customer experience manager engages with visitors.

14:46 Leading customer experience requires understanding, empathy, adaptation.

19:55 Centralized teams work well with primary or multiple units. Distributed and federated are options too.

23:30 Federated model: individuals report into business unit.

25:14 Centralized surveying, change management, and experience design.

28:14 Federated vs centralized model for business units.

33:13 Connect data to KPIs for stakeholder success.

35:06 Help organization by addressing what's important. Leaders are sensitive to awards, value others' contributions.

38:13 Empower organization with dedicated relationship managers for success.

43:05 Turn each phase into data, build dashboard.

48:19 Books of Dan & Chip Heath are practical, applicable in various situations.

49:21 Gratitude for expertise shared.

Jim’s recommendations

Book Switch – How to change things when change is hard – Chip & Dan Heath

Whitepaper on Building your CX Dream Team: https://heartofthecustomer.com/building-your-cx-dream-team/

And, of course, Jim’s books

Do B2B Better https://heartofthecustomer.com/dob2bbetter/

How hard is it to be your customer?  Using Journey Mapping to Drive Customer-Focused Change (with Nicole Newton) https://heartofthecustomer.com/howhardisittobeyourcustomer/

Join host Nienke Bloem and guest Judy Bloch as they delve into the world of customer experience engagement with an in-depth discussion on Medallia's signals to action approach. Explore practical strategies, success stories, and expert insights that will empower you to drive transformative change in your organization.

Tune in as Judy and Nienke share real-world examples, discuss the importance of visible leadership, and provide actionable steps for embedding customer experience practices throughout your company. You can learn and enhance your CX leadership skills with this engaging webinar.

About this episode

These are the key takeaways:

1. Knowledge of the Signals to Action approach
With the Medallia Signals to Action approach we will explain the overall methodology and dive deeper into the nuances of engagement and its pivotal role in this process.
2. Defining Success in Engagement
Explore what success looks like when it comes to engaging employees and customers alike. Learn how to measure and evaluate the effectiveness of your engagement strategies.
3. Learn the difference between Visible Leadership, Pervasive Adoption, and Embedded Practices and get six practical strategies to apply the knowledge. These three pillars are essential for fostering a culture of engagement within organisations. We'll break down each element and discuss their significance in driving meaningful change and give two strategies per element on how to make it work. Expect brilliant examples of visible leadership, pervasive adoption, and embedded practices.

This episode will provide valuable insights and actionable strategies for implementing these concepts in your own organization. Don't miss this opportunity to learn from renowned experts in the field of engagement and take your organization's performance to new heights.

About Judy Bloch (visit her LinkedIn profile here)

Judy Bloch is a passionate CX Activist and Principal Customer Experience Advisor at Medallia. She has a passion for customers and driving positive brand experiences across all channels & touchpoints. She also has a keen ability to see opportunity. Opportunity to design better processes & experiences, for customers and for employees. Opportunity to drive improved customer loyalty, lower costs, and deliver higher quality by cutting through the noise and creating a laser focus on the critical issues. She’s skilled at designing programs & structured problem-solving frameworks to identify and solution challenging business opportunities with measurable results. Leveraging her 15+ years of business process improvement experience and leadership, she champions a culture of customer advocacy.

Timestamped overview

00:00 Expressing gratitude, excitement and inviting interaction.

05:18 Hosting 2024 International CX Awards in London.

09:06 Listening, understanding, and driving change for CX programs.

13:29 Action drives change, responds to customer feedback.

14:47 Focus on engaging audience with valuable insights.

18:14 Focusing on successful customer experience through leadership.

21:37 All employees understand how their role impacts customers.

25:12 Denver offers optimism, leadership, and practical guidance.

28:01 Emphasizing senior leaders' role in CX strategy.

34:37 Transforming narrative to unify and engage organization.

36:39 Building digital listening ecosystem, visible leadership behaviors.

38:50 "Components for pervasive customer experience adoption explained."

42:01 Teams worldwide submitted cases; 3 were selected.

45:57 Equipment issue resolved with quick setting adjustment.

49:44 New CEO prioritizes customer feedback, prepares team.

53:01 Leaders handle customer complaints directly, tracking their success.

55:07 Importance of learning, feedback, and upcoming webinars.

Would you like to watch the webinar? You can request it here.

Her seven most important take aways:

1. Dive deep into the world of data. Build your web of data and link your CX metrics to those metrics that are of importance to the business. Thanks for this wisdom Roxana (Roxie) Strohmenger, CCXP.
2. Have your AI Strategic plan and embrace all new opportunities. For operational efficiency, revenue generation, customer engagement and/or regulatory adherence. You rocked the session Stephanie Leheta, MBA, CCXP, PMP, CCMP & Andrew Carothers, CCXP.
3. Grow into being a more strategic CX leader. Build your longer term strategy, including your CX Story, take a stand towards the future state. I loved how you broadened my scope by Jim Tincher, CCXP on different organizational structures in CX.
4. Content is just as important as the experience.
5. Make your work sessions as interactive as possible. Don't try to be complete in your slides, create audience participation and stick to one concrete outcome.
6. My last is my best. It is not customer first. It is customer, employee and shareholder (or other stakeholder when you work in government) first. That is what is important for CEO's. Loved the session by Joel Trammell, where he and Greg Melia, CAE opened my eyes.
7. Meeting people in real life is the most important. Building connections.

Tnxx so much Jayalakshmi Sudarshan, CCXP, PMP® , Gabe Smith, CCXP, Nicole DuMont, Ian Golding, Karyn Furstman, CCX, CCXP, XMP, Tabitha Dunn, Olga Potaptseva, CCXP, CCX, Diane Magers & Michael Hinshaw (congrats on the book!!), Nick Bond, CCXP, Mark Slatin, CCXP, Catherine Gauthier, CCXP, Megan Burns, Mohamed Latib, Ph.D, Ahmed Alfaddagi, Barbie Fink, CCXP, Neil Skehel, Mauricio Alanis, Ayman van Bregt, Marise Bloembergen - CCXP (the Dutch Delegation), Rene Gabrys, Jenn Stephens, CCXP, MBA, LSS Black Belt, Suzi Earhart, CCXP, Prosci certified professional, Eytan Hattem, CCXP, Esther Edelstein, Lorraine Schumacher, CCXP, Adrienne Bryant, CAE, Mikal Reagan, CCXP, Mark Ratekin, CCXP, Claudia Panfil, Liezel Jonkheid

Tune in to discover how to become a more strategic CX leader, the importance of balancing content with experience, and the significance of building connections in the CX world. Don't miss this episode filled with practical advice and valuable takeaways for CX professionals striving for excellence.

Timestamped overview

00:00 Importance of connecting CX metrics to data.

04:53 Praise for AI session with Stephanie and Andrew.

09:09 Specializing in CX strategy and future planning.

12:08 How content is just as important as experience.

14:38 Engage audience, create interactivity, focus on outcome.

17:00 Harvard Business School online: Strategy execution and priorities.

22:47 Busy international schedule, looking forward to Netherlands.

Book: The Chief Executive Operating System: The Essential Playbook for Success in the CEO Role by Joel Trammell and Sherif Sakr

Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio: https://www.nienkebloem.nl/en/cx-educatie/

Join host Nienke Bloem as she sits down with guest Babs Asselbergs to discuss the power of gamification in customer experience. Discover how they designed an engaging board game together that's taken the CX world by storm, and find out how it's breaking down silos and enhancing teamwork for organizations worldwide.

Tune in to uncover the impact and adaptation of The Customer Experience Game in the ever-changing business landscape, and gain insights into the future of CX leadership.

In this episode

In this episode, Babs shares her expertise on designing an engaging board game to immerse workshop participants in the world of customer centricity. Learn how this game, tailored to specific organizational needs, effectively fosters teamwork, deepens understanding of customer experiences, and encourages innovative problem-solving.

Discover how organizations from various industries have embraced this serious game, with Babs and Nienke shedding light on its successful implementation and evolution, including the transition to an online version amidst the challenges brought by COVID-19.

Join us as we explore the dynamic realm of gamification in CX leadership and uncover how it can break down silos, enhance collaboration, and drive tangible impact on customer experience.

An episode with practical wisdom, actionable insights, and inspiring stories that will energize your approach to CX leadership. Don't miss this insightful and inspiring episode with Nienke Bloem and Babs Asselbergs!

About Babs Asselberg (visit her LinkedIn profile here)

Babs Asselbergs is a creative changemaker, workshop facilitator, and CX activator. Additionally, she is the co-creator and facilitator of The Customer Experience Game, which she developed in collaboration with Nienke Bloem. This game delivers fun, connection, and insights. The CX Game is always tailored and is suitable as a kickoff for your culture or CX program or CX strategy. Babs adapts to the circumstances within an organization and always looks at how things can be done with boundless creativity. In an active, refreshing, and creative manner, she brings customer experience to life and activates employees to do it themselves and together with colleagues, making it even better for the customer and more enjoyable for themselves.

Timestamped overview

00:00 Creativity opens new perspectives, improves business thinking.

04:57 Long story cut short: Art has always been my passion.

08:05 Keynote in Australia, wanted everyone engaged.

13:06 Values, consistency, ambassadorship, leadership, celebration, cooperation, activation.

16:20 Customized leadership and team training for all.

18:39 Customizable games for company and team events.

20:44 Trainer focuses on exciting, tailored workshops for CX.

23:50 Cross-functional teamwork breaks down silos for CX.

27:16 Adapting to COVID, creating and testing online game.

30:20 Offer open game sessions. Highlight: played around the world.

34:03 Utilizing varied assignments to engage and instruct.

37:42 Somewhat lax approach to workshop design discussed.

42:08 Podcast will be biweekly, thanks for listening.

The Customer Experience Game: https://www.thecustomerexperiencegame.nl/en/

Babs’s recommendations

Book 'Gamestorming'  https://gamestorming.com/

Video ‘Blind man: It’s a beautiful day and I can’t see It’:  https://www.youtube.com/watch?v=w6gEMGuPzxg

‘Creativiteit komt niet uit een boekje’ (Dutch book): https://www.managementboek.nl/boek/9789083385877/creativiteit-komt-niet-uit-een-boekje-esther-van-der-storm

In this episode

Nienke and Vuk discuss the meticulous judging process, the significance of tangible evidence and financial impact in CX initiatives. They talk about the benefits for participants, including networking opportunities, feedback, and the fun-filled atmosphere of the event. They also elaborate on the different categories available and the process of submission, giving you a comprehensive understanding of what it takes to stand out in the competition.

They also share compelling success stories from previous awards, showcasing the transformative impact the awards can have on businesses and individuals alike.

This year's awards ceremony promises to be an unforgettable experience, with networking events and insightful discussions lined up to enhance the value of participation. Be prepared for compelling conversations, valuable lessons, and the opportunity to connect with CX enthusiasts from around the globe. You’ll find more information about the International CX Awards here.

Tune in to gain insights into the evolving landscape for the awards ceremony!

About Vuk Vukanovic (visit his LinkedIn profile here)

Vuk Vukanovic is a highly driven regional manager working in the business awards industry mainly focused on rewarding best customer and employee experience initiatives. Vuk has sales experience in working with B2B and B2C clients, spanning from financial services, telecoms, and retail to IT and government institutions. Aside from the sales role, he is also involved in developing and exploring new markets with the aim of organizing the awards in 50 different countries by 2030.

Timestamped overview

00:00 Vuk, sales manager at Awards International, discusses business awards.

05:21 Expansion of international and national CX award events.

08:44 Global event showcasing diverse customer experiences.

10:23 Transitioned from in-person to online events successfully.

15:40 Travel, work, connect, celebrate, memorable, award.

19:44 Explaining and promoting the process transparency.

23:23 Experience as judge exposes behind-the-scenes CX work.

24:06 Reviewing presentations, scoring, and gaining practical insight.

29:13 IT team created scoring software, Words Manager.

31:04 Be specific, concise, and interesting for judges.

35:09 Carefully select and categorize award recipients.

40:50 Pre-event networking, conference, and gala ceremony.

44:20 Passion for work, caring customer service experience.

48:02 Encouraging others to join and learn together.

48:47 Anticipating your presence at that time.

Vuk’s recommendations

Book 'Customer What?' https://ijgolding.com/ians-book/

CX Leader Podcast https://cxleaderpodcast.com/

Built to win Podcast https://builttowinpodcast.com/

Because do you also sometimes live on the automatic pilot? And in our CX leadership roles, we can miss out. So… Drawing insights from Daniel Kahneman's work on System 1 and System 2 thinking, Nienke shares real-life examples and practical tips for CX leaders to cultivate a more conscious approach to decision-making.

Nienke highlights three compelling examples from her mentor calls, showcasing how conscious decision-making can lead to more strategic project selection, adept stakeholder engagement, and compelling storytelling within organizations. With practical advice and actionable takeaways, she encourages CX leaders to make conscious decisions, engage in System 2 thinking, and refine their approach to communication and project management.

Join us as we explore the value of making more deliberate choices, the impact of conscious decision-making on leadership, and how it can lead to greater success and recognition in the CX field.

Whether you're a seasoned CX leader or aspiring to take on a leadership role, this episode offers thought-provoking perspectives to elevate your decision-making and leadership abilities. Tune in for a dose of inspiration and actionable insights to enhance your CX leadership journey.

Timestamped overview

00:00 Encouraging conscious decision-making and leadership impact.

05:14 Slow, effortful, logical; essential for complex problem-solving.

08:33 Consider conscious decision-making and project alignment.

12:42 Use multiple models to strengthen your methodology.

15:54 CX leaders need conscious communication for success.

17:01 Conscious actions lead to better results, recognition.

Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio: https://www.nienkebloem.nl/en/cx-educatie/

Through engaging and practical tips, Nienke emphasizes the importance of investing in the outer and inner loops to enhance customer experiences. This episode provides a comprehensive exploration of the challenges, strategies, and practical actions related to the closing the loop process in customer experience management. Here are 3 key takeaways from this episode:

1. Co-create for impact: Organizing a world cafe setting to engage all stakeholders in improving the closing the loop process can lead to insightful discussions and impactful solutions.
2. Growth hacking approach: Implementing ‘Friction Fridays’ where teams come together to solve specific issues can lead to continuous improvements and boost team morale.
3. Customer-centric reporting: Reporting on the progress of closing the loop, including NPS and customer feedback improvements, can provide a transparent view of the organization's commitment to acting on customer feedback.

Tune in to gather wisdom from Nienke's solo episode and discover how to improve and finetune your initiatives for closing the loop to new heights.

Timestamped overview

00:00 CX Leadership podcast: "Closing the Loop Program"

05:53 Improving customer experiences, energizing with practicality.

06:33 Host World Cafe event for deeper process review.

10:10 Clarifying ownership and strategy in customer feedback.

15:28 Identify and address risks with strategic solutions.

17:21 Address big issues every other Friday strategically.

20:49 Send biannual surveys, track improvements, and communicate.

22:45 "9 tips for enhancing customer experience management."

The outline above offers a comprehensive overview of this episode's content.

Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio: https://www.nienkebloem.nl/en/cx-educatie/

In the podcast Nienke mentions the World Cafe setting, more on that here

In this episode

Join us as Martijn discusses the transformation of PGB into a customer-centric organization, his journey in the field of business communication, and the importance of internal cultural changes in driving customer-centricity.

Get ready for an engaging and insightful conversation with Martijn van den Berg and host Nienke Bloem as we explore the strategies and principles behind building a customer-centric culture in the financial sector.

About Martijn van den Berg (visit his LinkedIn profile here)

As Lead Customer Experience Management, Martijn is responsible for structurally organizing Pension fund PGB's own and consistent brand and customer experience. The aim is that the fund can distinguish itself in terms of customer focus and knows how to “touch” its customers. Together with the CX team, Martijn has developed the pension fund’s own CX framework, which consists of 4 pillars: Strategy & Identity, Market and Customer Insight, Customer Service and Culture & Organization.

Martijn van den Berg has a passion for customer satisfaction and efficiency. As a Lead Customer Experience Management, he was inspired by the video ‘Give ‘em the pickle’ by Bob Farrell, about a restaurant manager who started his second restaurant. In the video, a customer complained about being charged an extra 75¢ for a pickle, which had always been free. This resonated with Martijn, reminding him of the importance of maintaining consistent and fair pricing for the customers. This experience helped shape his approach to managing PGB’s customer experience, prioritizing clear communication and fair pricing for his customers.

Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.

Timestamped overview

00:00 Making pension products more attractive for customers.

03:38 Exciting meeting to discuss pension strategy.

08:20 Building a successful customer experience team.

12:39 Feedback, communication training, strategy implementation, and organization types.

14:09 Understanding strengths, building results, and enthusiastic work.

17:27 Pension funds must regain trust through CX.

22:54 Improved onboarding process led to better ratings.

24:11 Pension funds-critical for B2B companies' growth.

30:05 Measurement changed, aiming for 3 stars. Signal management.

32:16 Seek external perspectives to improve and progress.

36:44 Woman left supermarket with almost empty bag.

41:16 Facebook's strategy emphasizes cultural elements and consistency.

42:03 Building engagement through smart, consistent work progress.

45:23 3E model, great approach, advice for listeners.

Martijn’s recommendations

• Give ‘em the pickle by Bob Farrell
• A diamond in the rough: Over a 100 specific tips to build a strong customer culture by Steven Van Belleghem

In this episode

Jo shares valuable insights on the challenges and trends in recruiting for customer experience roles, reflecting on the changing requirements and skill sets sought after by organizations today as opposed to in the past. We explore the complexities of navigating senior leadership buy-in, what she calls ‘managing upwards’, the shifting paradigms of the customer experience industry, and the increasing demand for digital expertise and change leadership. 

About Jo van Riemsdijk: (Visit her Linkedin profile here) 

She is THE Customer Experience Recruitment Specialist recruiting at all levels right up to Board level. With Kate Baird, she founded CX Talent Ltd, which is an Independent Customer Experience Recruitment Consultancy. They match the RIGHT people with the RIGHT jobs in Customer Experience, Digital Experience and Service Design roles. At all levels from Chief Customer Officer, Customer Experience Director, Digital Experience Director, to middle management roles across all industry sectors, covering a wide range of CX disciplines such as strategy, insight, design, digital, service, engagement, loyalty, and success. She is the perfect guest on the show, as she sees what her clients are looking for and sees where matches are truly made. She offers a consultative approach and always acts transparently and with integrity. Always passionate about matching the right people with the right jobs and helping businesses achieve customer satisfaction and profitability.

Click here for the Website of CX Talent Ltd.

Click here for the Monthly Newsletter on LinkedIn by CX Talent Ltd. 

Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.

Time stamped overview:

00:00 UK-based recruitment business serving international clients.

05:37 Research led to identifying customer experience gap.

09:30 Employers seek diverse skill sets for directors.

12:01 Customer experience manager roles and salary impact.

15:53 Increasing demand for digital design roles seen.

19:01 Key to finding ideal challenge: "Remember what you bring to the party."

23:18 Developers want to create communities and entice employees.

26:42 Transition from vendor neutrality to consultancy education.

27:47 Stay informed about AI and organizational processes.

33:00 Cracking the leadership paradigm for greater value.

35:50 Creating ideal business culture by emphasizing values.

38:03 Tight client brief, thorough candidate assessment process.

41:04 Recommend recruiting for right person, seek professional help.

44:24 Prepare, engage, focus, share stories, manage upwards.

Jo’s recommendations:

• Follow Ian Golding https://www.linkedin.com/in/iangolding/
• Women in CX Network https://womenincx.community/
• The CX Talent Ltd newsletter https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7151176186444861440

In this episode

Nienke and Greg delve into the importance of ongoing training and validation for CX professionals, the potential of artificial intelligence in shaping customer interactions, the significance of the CCXP certification, and the strategic approach to CX development.

Don’t miss this in-depth conversation that touches on vital competencies for successful CX leaders, the CXPA's global community, and the valuable insights and practical strategies shared in the discussion.

So, grab a seat and join us as we explore the world of Customer Experience leadership with Greg Melia on CX Leadership Talks.

About Greg Melia (visit his LinkedIn profile here)

Greg Melia is a passionate advocate for professional associations and certifications. He has dedicated his career to educating and empowering individuals and organizations to understand the importance of being part of a professional association and obtaining certifications.With a background in marketing and communications, Greg has a talent for explaining complex concepts in a way that is relatable and understandable. He is committed to helping people recognize the value of associations and certifications in their professional development and success. Greg's engaging and approachable manner makes him a sought-after speaker and consultant in the association and certification space. His favorite memories are those where he can see the "aha" moment in someone's eyes when they finally understand the significance of being part of a professional community and earning a certification.

Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.

Timestamped overview

00:00 Career titles, passion for customer experience, CEO role.

05:26 Member of CXPA, pursuing CCXP title.

09:23 Discussing broad topics, trends, and upcoming events.

12:13 Collaborate, support, and align for success.

14:49 CCXP certification is increasingly valuable in industry.

19:05 Salespeople make promises, CCXP ensures customer satisfaction.

20:34 CX connects people, prepare for career changes.

25:24 AI powerful tool, but not a replacement.

27:21 Exploring AI's impact on contact centers.

32:33 Emphasizing importance of good CX strategy and branding.

36:30 Stephanie Leheta to discuss developing multiyear AI strategy.

37:23 Include people in future vision and planning.

41:08 Reintroduced curiosity, creative problem solving, iterate.

44:18 Link in show notes, join CXPA community.

Greg’s recommendations

• “The Chief Executive Operating System: The Essential Playbook for Success in the CEO Role” written by Joel Trammell and Sherif Sakr
• Become a member of the CXPA: https://www.cxpa.org/home

In this episode

Robbert shares insights on the use of ChatGPT for deploying AI in organizations and provides practical examples of how Deepdesk aligns its vision with customer needs by developing prototypes and gathering valuable feedback. He also delves into the impact of AI on organizations, sharing his experiences with DHL where AI led to significant improvements in customer service.

The conversation extends to the future of AI technology, with Robbert envisioning the rise of more AI vendors and the development of task-specific AI models. He also shares his thoughts on the rapid increase of AI in everyday software and the possibility of AIs communicating with each other in the future.

This episode is not just about AI technology, but also delves into practical advice for leaders and organizations looking to integrate AI into their operations. Robbert emphasizes the importance of practical experimentation with AI, advocating for its integration into daily work processes, and shares valuable insights on building a culture of ownership and responsibility within organizations.

In addition to all this, the episode is packed with valuable tips from Robbert on fostering curiosity and staying on top of the industry, along with recommendations for valuable entrepreneurship content.

Tune in to this enriching episode as Robbert Dijkstra and Nienke Bloem dive deep into the world of AI, customer experiences, and leadership in the contact center industry!

About Robbert Dijkstra (visit his LinkedIn profile here)

The future is here... and he loves it! Mesmerized as a young teenager by the endless possibilities of the Internet, Robbert is truly passionate about exponential technologies and digital disruption is what drives him. Shaping strategic vision on innovation, spotting opportunities, sharing these passions and collaborating with others to create impact is what Robbert enjoys the most.

Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.

Timestamped overview

00:00 Robbert started young, this led to technology consulting role.

04:53 Introduction of AI models in customer service.

07:37 Tailored models require specific training and data. Generative AI uses global data for broader applications.

11:09 Challenges with running AI models in production.

13:16 Larger companies handle challenges better through trials.

16:20 AI will be pervasive, personal and unseen.

21:44 LLM improves software development and implementation efficiency.

24:36 Improving organization processes, agent work, and user experience.

26:48 Technology trials typically last 3-6 months.

30:53 Customers modify dashboard, control agent communication, knowledge assist.

32:43 Contact center transformation leading to cultural shift.

38:54 Struggle hiring junior staff, prioritize mid-senior. Customer commitment.

40:46 Agility and execution win hearts and minds.

43:46 Curiosity and problem-solving drive efficient perseverance.

48:10 Grateful for insightful AI discussion on podcast.

Robbert’s recommendations:

Podcast ‘Doorzetters’ (in Dutch) by Ruud Hendriks and Richard Bross

And as promised, Robbert’s cliffhanger 😉: Ben Evans on What matters in tech?

In this episode

Jeannie shares her wisdom and experiences, offering valuable insights for aspiring CX entrepreneurs - from resilience in the face of criticism to the intricacies of building and managing a CX team.

The conversation also touches on the importance of staying ahead of trends in ethics, diversity, and global customer inclusivity, providing a comprehensive view of the challenges and opportunities in the CX landscape.

So, join us as we uncover the secrets to effective CX leadership with Jeannie Walters on CX Leadership Talks!

About Jeannie Walters (visit her LinkedIn profile here)

Jeannie helps business leaders - from individuals to small businesses to Fortune 1000s - learn and apply customer-centric initiatives that benefit their customers, employees and bottom line. She believes CX is about the actions your team takes on a daily basis to use these tools to serve the larger organizational goals. Jeannie approaches CX strategy this way: “Let’s build the right vision, strategy and outcomes around customer experience to meet or exceed our larger company-wide goals.” Working with cross-functional leadership, she helps organizations make CX a part of their everyday culture instead of a one-off initiative that’s quickly forgotten about.

Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.

Timestamped overview

00:00 Celebrating successful podcast, helping leaders with experience.

05:03 Organizations adapted to customer experience amid change.

08:27 Strong communication crucial for getting leadership support.

10:18 Spice up leadership, challenge, communicate, take action.

15:26 Organizations should connect activities to progress effectively.

18:13 Realizing the importance of outdoor time.

21:42 Understanding the impact and challenges of AI.

23:32 Ethics, diversity, and risk management in organizations.

30:03 Success is not a straight line.

33:20 Team includes COO, CMO, social media support.

34:25 Various arrangements with contractors, almost full-time. Team environment, sharing unique skills.

38:40 Established CXI Flight School to bridge gap.

41:43 Specialize in CX for professional success.

45:19 Morning routine: workout, meditate, journal, plan.

47:54 Listen to diverse podcasts for marketing inspiration.

Jeannie’s recommendations

Podcast ‘Hidden Brain’ with Shankar Vedantam

Podcast ‘How I built this’ with Guy Raz

The CMO Podcast with Jim Stengel

And of course, Jeannie’s own podcast: Experience Action

What is a CX story? With an attractive CX story you show the why, how and what of the CX transformation you want to realize. A good CX story keeps your audience listening attentively and wanting to know more. It is this story that you can tell time and time again, that really helps the audience understand what your CX mission is and what they have to work on and why this is important.

In this episode, Nienke takes us back to her early days at KPN, where she was tasked with presenting the top 80 leaders with a CX transformation plan in just 100 days. She discusses the importance of storytelling in CX, and reveals the five most common mistakes made in CX stories. From being too functional and boring to lacking a strong call to action, she breaks down the flaws she's witnessed and provides valuable tips for elevating your CX narrative. So grab your notebook and get ready to enhance your CX leadership skills with Nienke's expert advice.

Timestamped overview

00:00 Focused on strategy and storytelling for 100 days.

03:24 Crafting a compelling CX story is crucial.

08:58 Creating brand delivery, customer culture, call-to-action.

12:37 Presentation should have emotion, be memorable. Avoid being too functional or too general.

13:56 Ensure memorable and tailored presentation for success.

18:35 Importance of clear and specific calls to action

21:47 Get the audience, share the podium, lead.

The outline above offers a comprehensive overview of this episode's content and provides an insight into Nienke's personal experiences.

More on her Education portfolio: https://www.nienkebloem.nl/en/cx-educatie/

This episode of CX Leadership Talks features Bill Staikos, a celebrated CX Practitioner and visionary leader from Medallia. Bill is a Customer & Employee Experience leader whose mission is to bring together these two disciplines to create value for employees, customers and shareholders. Together, we uncovered practical advice for you as a CX Leader.  

In this episode we discuss

• CX and EX evolution over the last 20 years Bill explains how his approach to customer and employee experience evolved over his 20-year career.
• The power of feedback in driving true change Bill talks about the way Medallia transforms customer and employee experiences by effective feedback mechanisms.
• The impact of technology on CX Bill shares his vision on how artificial intelligence and machine learning will shape the future of CX and EX and how technology can significantly impact customer or employee experience.

About Bill Staikos (visit his LinkedIn profile here)

Bill Staikos is a renowned expert in the field of customer experience, known for his visionary approach and deep insights into CX practices, technology, and strategy alignment. With a wealth of experience, Bill brings valuable perspectives on driving business growth through effective customer experience management.

Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.

Time-stamped overview

00:00 Practitioner and leader in enterprise experience software.

05:16 Realizing work is about company goals, strategy.

06:49 CX leaders must focus on both values.

11:13 Surveys are important for analytics and improvement.

14:14 Active engagement is essential for building customer relationships.

19:12 Software predicts intent for mortgage and auto applications.

20:03 Efficient personalized car search with journey orchestration.

24:29 Different regions have unique paths and progress.

26:41 Using Chat GPT to determine top insights.

31:47 Podcast strategy helps reach people effectively.

35:44 Improve HR, connect work to company's values.

37:31 Gather customer insights, collaborate with internal teams.

40:27 Believe in systems, focus on efficiency, explore.

Bill’s recommendations

• "The Grid" by Matt Wilkinson: https://www.amazon.nl/-/en/Matt-Watkinson/dp/1847941885 
• "The Wallet Allocation Rule" by Luke Williams: https://www.amazon.nl/-/en/Timothy-L-Keiningham/dp/111903731X
• And of course, his podcast: https://becustomerled.com/ where he explores the intersections of CX, EX, and how companies develop leaders and cultures maniacal about the customer.

Joining us is Barry Wildhagen, a distinguished expert in data management, to explore the crucial intersection of data and CX, the imperatives of a data-driven approach, and the evolving landscape for data professionals.

Because there is a BIG opportunity for you: visiting the Virtual MDM and DG Summit on the 13th of March! (and Nienke is hosting it for the EMEA version!) Click here to register https://now.informatica.com/mdm-dg-summit-virtual-2024.html

In this podcast episode we discuss:

1. The Intersection of Data Management and CX: - Barry sheds light on how data management serves as the backbone of effective customer experience strategies, outlining the symbiotic relationship between these two vital areas.
2. The Imperative of Data-Driven CX: - Understanding why a data-driven approach to CX is non-negotiable in today's business environment. We discuss the significance of leveraging data for personalized and impactful customer interactions.
3. Habits of Success in Data Management: - What does it take to succeed in the field of data management? Learn about the key habits and mindsets that professionals need to cultivate for success.
4. Integrating AI in Data-Driven CX: - The role of AI in enhancing data-driven customer experiences. Barry shares insights on harnessing AI to unlock new levels of personalization and efficiency.
5. Challenges and Opportunities in Data-Driven CX: - Discussing the hurdles faced by organizations in adopting a data-driven CX approach and the immense opportunities that lie ahead for those who overcome them.
6. The Evolving Role of Data Professionals: - With the landscape constantly shifting, we talk about how the role of data professionals is changing and what the future holds.

Key Takeaways:

- Insightful perspectives on the vital role of data management in crafting superior customer experiences.

- Practical advice on adopting a data-driven approach to CX, including the integration of AI technologies.

- Discussion on the challenges and opportunities in the field, along with the evolving responsibilities of data professionals.

About Barry Wildhagen: Barry Wildhagen is an authority when it comes to data management and currently serving as the community of practice leader for customer experience at Informatica's technical sales organization. He is a professional with extensive experience in leveraging data to drive business growth and improve customer experience. His expertise encompasses a range of topics, including the successful integration of AI in CX strategies and the development of effective data-driven approaches.

Join us for an insightful conversation with Barry Wildhagen, as we navigate the complexities of data management and its critical influence on customer experience and leadership in the corporate world.

Linkedin profile Barry Wildhagen: https://www.linkedin.com/in/bwildhagen/

Barry Wildhagen’s tips with links:

Interview Jamex Sexton on Lex Fridman show: https://www.youtube.com/watch?v=fUEjCXpOjPY

The Pale Blue Dot  https://www.amazon.com/Pale-Blue-Dot-Vision-Future/dp/0345376595

If you want to know more about CX leadership or have any questions regarding CX, contact Nienke Bloem via her website www.nienkebloem.com . She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership

She shares her personal experiences with education and growth both as an employee in corporate organizations and as an entrepreneur. Nienke highlights the importance of strategic education planning and outlines key questions for listeners to consider to identify growth opportunities.

She also provides insights into her own educational journey and plans for the year. Nienke encourages listeners to dream bigger, do bigger, and be bigger in the year of the wood dragon. If you want to learn more about the Leadership Retreat in Bali or discuss your education journey, feel free to reach out.

This summary offers a comprehensive overview of the episode's content and provides an insight into Nienke's personal experiences and advice while also highlighting opportunities for further engagement with the podcast.

• More on her Education portfolio: https://www.nienkebloem.nl/en/cx-educatie/
• Book a half hour Exploration Call: https://calendly.com/nienkebloem/intake-cx-leadership-retreat-bali-2024?month=2024-01 
• More on the Year of the Wood Dragon: https://www.japantimes.co.jp/life/2024/01/02/lifestyle/year-of-the-dragon/#:~:text=Ultimately%2C%20though%2C%20astrologists%20say%20the,the%20best%20of%20their%20abilities. 

Timestamped Overview:

00:00 CX leaders must build authority in organization. Wood dragon is luckiest and signifies opportunity.

06:48 Pursuing NBA title and executive MBA opportunity.

09:26 MBA helped gain influence, shaped decision making.

12:40 Decision-making, communication, systems, expertise, teaching aspiration.

14:59 Joined CXPA and PSA for peer learning.

21:06 Identify, address challenges, and define your success.

23:42 Exciting new opportunities for growth and success.

Steven, author of the brilliant CX Culture book 'A Diamond in the Rough', a global keynote speaker, entrepreneur, and passionate advocate for customer experience, joins us to explore the transformative power of networking, impactful storytelling, and  creating emotionally engaging customer experiences.

In this episode we discuss:

1. The Essence of Networking: Steven shares insights on leveraging networking as a catalyst for professional growth and unlocking new opportunities in the realm of customer experience and leadership.
2. Impactful Storytelling in CX: Delving into the art of storytelling, we uncover its role in shaping memorable and impactful customer experiences. Steven sheds light on weaving narratives that resonate and leave a lasting impression.
3. Simplicity & Emotional Engagement in CX: We explore the pivotal role of simplicity in enhancing customer experiences and how emotionally engaging interactions elevate brand loyalty and satisfaction.Key

Takeaways:

- Strategies for leveraging networking to enhance leadership in the CX domain. - Understanding the art of crafting compelling narratives that resonate with audiences. - Implementing simplicity and emotional engagement as cornerstones for exceptional customer experiences.

About Steven Van Belleghem (Click here for his Linkedin profile) Steven is a respected authority in the world of customer experience, recognized for his pioneering insights and thought leadership. With a wealth of experience as an author, speaker, and entrepreneur, he continues to inspire change and innovation in the CX landscape.

Join us in this insightful conversation with Steven Van Belleghem, as we uncover actionable strategies and perspectives to elevate your approach to CX and leadership at a corporate level.

Want to buy Steven's book, click HERE! As Steven suggested, take a look at Shep Hyken's Instagram

Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. In September 2024 she is hosting her amazing CX Leadership Retreat in Bali, so book your intake

Timestamps of the Podcast:

00:00 Praise for book on customer centric culture.

05:55 Urging persistence in building social media audience.

09:40 Describing encounter with KLM employee over book.

12:13 Challenges in customer-centric transformation and culture change.

13:15 Leadership determines success in customer centricity.

18:53 Importance of budget in corporate customer experience.

20:33 Improving customer satisfaction doesn't require more money.

24:35 Practical management book empowers instant organizational impact.

26:27 Get employees closer to customers in fun, visible ways.

31:52 Question impact, focus on customer, friction Fridays.

35:58 People need to focus on risk and decision-making.

38:06 Start with NPS data, transform company insights.

40:30 Audit all company communication for better appeal.

44:56 Shep Hyken: Customer service guru with practical tips

Krisztina Kanizsai is my guest and a multifaceted professional with expertise in service and customer design, as well as UX research. Her mission is to create meaningful experiences that have a positive impact on business results. To reach out to Krisztina on Linkedin

The conversation in this episode explores the transformative power of design thinking and problem framing, highlighting the crucial role these play in fostering innovation and addressing customer needs. The dynamic relationship between UX and CX is also examined, emphasizing the necessity for collaboration and empathy-driven research to create impactful customer experiences. The episode delves into the importance of experimentation, training, and co-creation in achieving cohesive cross-functional collaboration and offers valuable insights into how design thinking can elevate the business impact of CX leadership.

The article for design thinking and Airbnb:

Want to explore my CX leadership retreat in Bali in September 2024? https://www.nienkebloem.nl/en/cx-educatie/cx-leadership-retreat-bali-2024/

Timestamped overview:

00:11 Excited for customer experience friend from Hungary.

05:49 Passionate person with goal of educating others.

09:12 Both disciplines rely on each other.

11:17 Design is a mindset, focusing on functionality.

16:13 Obstacles are opportunities, innovate by problem framing.

19:33 Good idea, collaboration, prioritization, changed strategy.

23:56 Consider everyone, their concerns, build trust.

27:43 Experiment, pilot, start small, clear impact, educate, trust.

29:55 Hire expert for true success in CX.

35:55 ChatGPT: Design thinking saves time.

39:31 Design Thinking helps with audience interaction, LinkedIn available.

We're going to dive into the world of leadership retreats and why they are such valuable opportunities for CX professionals. We'll explore the different types of events, the benefits of attending, and practical tips for making the most out of these gatherings.

I'll also share my own experiences as a speaker and organizer at such events. So, stay tuned and let's take a deeper look at leadership retreats in the world of CX.

More on Nienke Bloem

If you want to learn more about CX leadership, Education or having Nienke as one of your speakers, or have any questions about CX, contact Nienke Bloem via her website https://www.nienkebloem.nl/en/cx-educatie/cx-leadership-retreat-bali-2024/

Timestamped Overview

[00:00:46] Insights on leadership conferences and practical tips.

[00:08:05] HR & L&D organize events; Internal Com sets agenda

[00:10:59] Strategic planning crucial; act now for success.

[00:15:46] Leaders discussing customers, seeking deeper connection. Invite real customers, create personas, visit contact center.

[00:19:44] Focus on customers, CEO not prepared, post-event action. Suggestions: customer interview, keynote speaker, colleague's insights.

[00:22:14] Leaders struggling with customer centric leadership.

Together they discuss a wide range of topics like customer experience management and how to spice it up. Exploring customer experience and the topic of your leadership authority.

If you are interested in CX education and want to learn more about it, this episode is a must-listen. You will gain valuable insights and knowledge from CX experts who have years of experience in the field.

Links:

Connect to Ian Golding: https://www.linkedin.com/in/iangolding/

Connect to Nienke Bloem: https://www.linkedin.com/in/nienkebloem/

Learn more on CX Leadership education and contact Nienke: www.nienkebloem.com

Nienke is a CX expert and can provide you with the guidance and support you need to succeed in CX Leadership to truly spice it up and deliver the results you want.

Timestamps:

[00:05:14] "External customer-centric expert focuses on empowerment"

[00:08:37] "The Power of Earning Authority for CX Professionals"

[00:13:30] Why Job Titles and Salaries Don't Matter

[00:16:49] "The Importance of Listening to Four Voices"

[00:19:51] The Lack of Leadership Hindering Business Change.

[00:25:28] Board member praises simple customer journey visualization

[00:29:16] Operationalizing Theory: Basics Forgotten in Practice.

[00:31:21] "Siloed working stifles progress in businesses"

[00:34:30] "Eliminate Non-Value Added Work for Efficiency"

[00:36:31] "Identifying Non-Value Added Activity: A Strategy"

She breaks down four main reasonss: 1. Where you can deliver and design powerful moments for customers 2. How to use moments for change programs for colleagues and leaders 3. How to use moments for elements in your teams 4 (a little extra) How to use moments to benefit your own personal life

If you are interested in spicing up your leadership and become an even better Customer Experience Leader, this episode is a must-listen.

The website from Dan and Chip Heath on the Power of Moments: https://heathbrothers.com/books/the-power-of-moments/

The Youtube video of Daniel Kahneman on Experience versus the Memory of Experience https://www.youtube.com/watch?v=XgRlrBl-7Yg

If you want to learn more about CX leadership or have any questions about CX, contact Nienke Bloem via her website https://www.nienkebloem.nl/en/ She is the expert in the field and can provide you with the guidance and support you need to succeed in CX Leadership.

It is the honest story of how he stepped out of his comforzone and spiced up his leadership. It is a great conversation on Voice of the Customer, ROI and how to engage leaders in organizations. 

If you want to learn more about CX leadership or have any questions about CX, contact Nienke Bloem via her website www.nienkebloem.com. She is THE CX leadership expert and can provide you with the guidance and support you need to succeed in CX Leadership.

The Linkedin profile of Edwin Koot: https://www.linkedin.com/in/edwinkoot/ 

The Linkedin profile of Nienke Bloem: https://www.linkedin.com/in/nienkebloem/ 

Exactly what this podcast episode is all about: growing authority as a customer experience leader. Nienke discusses seven key ways to build authority, from developing expertise and sharing good CX stories, to setting high standards and holding yourself and others accountable. It all starts with you and your personal growth!

It is important to build relationships with senior leaders, be associated with professional organizations, and communicate your vision for customer-centric transformation through a compelling CX story. Keep building expertise, investing in education, and sharing customer stories to be recognized as an authority in your organization. Trust me, it's worth it! 

Enjoy listening to this third episode of the podcast and please let me know if this resonates with you and.. if you have questions!

Want to know more about me as a CX educator or speaker? Please reach out through www.nienkebloem.com or connect through https://www.linkedin.com/in/nienkebloem/ 

For example the importance of appreciation and injecting fun into the workplace and the episode highlights the pitfalls in CX strategy and concrete tips to improve it. Organizational culture is seen as crucial for a successful CX program, and the guests emphasize the importance of understanding it before attempting to change it. The episode also touches on the importance of self-appreciation, engaging with customers effectively, and using a maturity assessment to confront individuals on their customer-centricity.

Listen in for valuable insights from these two female leaders in Customer Experience Management. Friederike taped this episode while she was in South Africa, with a situation of flickering wifi, this has impacted the sound quality. But we like the episode and conversation so much, that we decided to leave it as it is!

Please connect with our guests, these are their LinkedIn profiles: Aleksandra Pilniak: https://www.linkedin.com/in/aleksandrapilniak/ Friederike Niehoff: https://www.linkedin.com/in/friederike-niehoff/

Where to buy their book? https://www.amazon.com/Your-Customer-Experience-Program-Will-ebook/dp/B0BSFX1C3Q/ref=sr_1_1?crid=33U9OGFFUZWLA&keywords=why+your+customer+experience+program+will+fail&qid=1684212295&sprefix=why+your+customer+experience+program+will+fail%2Caps%2C206&sr=8-1  You can find more information about me, Nienke Bloem, CX Leadership speaker and educator on my LinkedIn profile at https://www.linkedin.com/in/nienkebloem/ and on my website at www.nienkebloem.com.

As someone who believes that CX is a core part of her identity, Nienke shares insights into successful CX leadership.

She emphasizes the importance of

Accountability,

Authority, and

Anecdote

and shares how she and you can implement them in Customer Experience Management.

The episode provides valuable insights on how to lead CX and provides practical solutions to common CX-related challenges.

Tune in to CX Leadership Talks for more episodes and tips on how to be the best CX leader you can be.

To read more on Nienke and what she can do for you: www.nienkebloem.com or follow her on Linkedin https://www.linkedin.com/in/nienkebloem/ 

And of course, get your subscription on this CX Leadership Podcast and let us know if you liked it!