CX Leadership Talks

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders who want to spice up their leadership.  In this inspiring episode, your host Nienke Bloem dives into an incredibly valuable conversation with global keynote speaker, educator, and "burger lady" Sally Foley-Lewis. Together, they explore the true power - and challenges - of leading from the middle. Discover why the best is in the middle, how to influence without formal authority, and how to proceed until apprehended.   Get ready for practical tips, fresh insights, and a healthy dose of CX leadership inspiration!  Timestamped overview:  00:00 Introducing Sally Foley-Lewis  06:15 Food as a universal concept  09:46 Discussing AI impact on organizations  14:16 Empowering middle managers  18:01 Importance of creating CX strategy  19:45 Navigating stakeholder management and authority  23:09 Importance of clear communication  26:15 Leading from the middle  30:15 Thinking strategically as a leader  32:32 Building strong internal networks  37:26 Importance of receiving feedback  40:20 Building professional networks  44:52 Connecting and collaborating with others  45:35 Show closing and contact info  Extra information:  Connect with Sally on LinkedIn or visit her website.   Sally's book recommendations:  The Best is in the Middle by Sally Foley-Lewis  Managing oneself by Peter F. Drucker   Here you can find the survey Sally invites you to fill in.     About Nienke:  Nienke Bloem is a global Customer Experience (CX) thought leader, keynote speaker, and educator.  She helps CX leaders move from doing customer experience to leading it by building strong CX strategies, crafting compelling CX Stories, and driving measurable business impact. Spicing up CX Leadership  Nienke is a Certified Customer Experience Professional (CCXP), Certified Speaking Professional (CSP), and a Recognized Training Provider of the Customer Experience Professionals Association (CXPA).  With over 20 years of corporate experience, she combines business strategy, leadership, and customer experience to help organizations turn CX into real results.  Subscribe to her weekly CX Greetz to stay tuned or visit her website  for more information!  Her mission is simple: Make Customer Experience Work. And yes, she always wears her signature blue dress 😊

Do you know how to use every presentation to actually move people? Not just inform them or update them, but make them remember, feel something, and take action. Because every time you step into a room, you have that opportunity as a CX leader. To create clarity, build energy, and influence decisions and direction. And yet, most presentations don’t land. They don’t change anything. Not because the content is wrong, but because the design is. We start with slides, data, and content instead of starting with intent. In this episode of #CXLeadershipTalks, Nienke Bloem CCXP takes you into one of the most underestimated leadership skills in customer experience: how to prepare your presentations so they create real impact. The good news? It doesn’t have to be complicated. It starts by answering four simple, powerful questions! Grounded in research on memory, decision-making, and behavior, and built on her experience working with hundreds of CX professionals, this episode shows you a simple but powerful shift. From intention to presenting information and creating movement. So you don’t just share CX. You strategize CX and Lead it.   Timestamped overview: 00:00 Do you know how to move people with your presentation 02:00 Why most presentations don’t create impact 04:00 Presentations as a CX leadership moment 06:00 The shift from content to intent 08:00 The four questions that change everything 10:00 Question 1: Who is your audience 13:00 Question 2: What do you want them to remember 16:00 Question 3: What do you want them to feel 19:00 Question 4: What do you want them to do 22:00 Why “any questions?” kills your impact 24:00 Closing: From presenting CX to leading CX   Extra information: Want to receive the CX Presentation Playbook with the four questions and a practical checklist? You can download it here. You’ll receive the playbook and will also receive Nienke’s weekly CX Leadership updates. And of course, never end your presentation with a Thank You Slide, watch her incredible valuable Youtube Video here.   About Nienke Nienke Bloem is a global Customer Experience (CX) thought leader, keynote speaker, and educator. She helps CX leaders move from doing customer experience to leading it by building strong CX strategies, crafting compelling CX Stories, and driving measurable business impact. Spicing up CX Leadership Nienke is a Certified Customer Experience Professional (CCXP), Certified Speaking Professional (CSP), and a Recognized Training Provider of the Customer Experience Professionals Association (CXPA). With over 20 years of corporate experience, she combines business strategy, leadership, and customer experience to help organizations turn CX into real results. Subscribe to her weekly CX Greetz to stay tuned or visit www.nienkebloem.com for more information! Her mission is simple: Make Customer Experience Work. And yes, she always wears her signature blue dress 😊

What does it really take to win four International CX Awards, amongst which three GOLD? In this episode of CX Leadership Talks, Nienke Bloem sits down with Irene van Hoorn, CX Leader of the Year and Brand Experience Transformation Lead at Eneco. Irene shares how she moved from marketing and product roles to building and professionalizing CX as a discipline, and ultimately winning three Gold and one Bronze at the International CX Awards. This is not a trophy story. It’s a leadership story. About building authority without formal power. About scaling CX in a complex organization. About trusting the process. And about daring to say: “Screw it. Let’s do it.” If you are wondering whether you are “ready” to step up, take visibility, or go for recognition? This episode is for you. Because imposter thinking is common. But leadership is personal, not positional. In this episode, you’ll learn: How to build authority before you have formal power What it really takes to professionalize CX at scale Why external recognition strengthens internal credibility How to approach awards strategically and win The mindset shift that separates hesitation from momentum Trust the process. Choose wisely. And if you’re in it — be in it to win it. Timestamped overview: 00:00 Welcome Irene – introducing the CX Leader of the Year 03:00 From marketing to professionalizing CX at Eneco 08:00 Managing CX vs. truly leading CX 12:00 Building authority without formal power 18:30 Trust the process in complex transformations 24:00 Why go for international awards in the first place? 29:00 The internal shift once the team decided to compete 33:00 Behind the scenes of the awards application process 41:00 Winning Bronze and three Gold awards 48:00 What changed internally after winning 52:00 Advice for CX leaders doubting themselves Extra information: Connect with Irene on LinkedIn: https://www.linkedin.com/in/irenevanhoorn/ Interested in the International CX Awards? After we taped the episode, the date changed to November 5th. Visit: https://internationalcxaward.com/home Recommended by Irene: Watch the award finalist presentations via the Awards International platform and review the detailed jury feedback report if you participate. 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 takes you behind the scenes of one of the biggest moments in her speaking career. Standing backstage at the Global Speaker Summit, about to deliver the closing keynote. A moment filled with excitement and doubt. And it led to a powerful realization. Because that exact same feeling shows up for CX leaders every single day. Not on a stage. But in leadership meetings, boardrooms, and stakeholder conversations. That moment where you think: Should I say something? In this episode, Nienke combines her personal experience with insights from psychology, including Identity Theory from Peter Burke and Self Efficacy Theory from Albert Bandura, to explain what is really happening in that moment. This is not just about confidence. This is about identity. And about how you step into your role as a CX leader before you fully feel ready. This episode will help you move from doing CX to truly leading CX.   IN THIS EPISODE, YOU WILL LEARN Why the Should I moment is not doubt, but a signal of leadership How Identity Theory explains the internal picture you already have of yourself as a CX leader Why the gap between your identity and your behavior creates tension and how to use How Self Efficacy Theory shows that confidence is built through action, not before it Three practical ways to start acting like the CX leader you already know you can be   TIMESTAMPED OVERVIEW 00:00 "From Hesitation to Leadership" 05:49 "Leadership and Doubt Moments" 09:22 "Crafting Your Leadership Identity" 10:37 "ANI Model for Strategic Leadership" 13:49 "Identifying Ideal Self Moments" 19:13 "Transforming Doubts Into Impact" 21:26 "Free CX Strategy Webinar" 24:37 "Global Leadership Greetings"   READY TO TAKE THE NEXT STEP? Nienke is hosting a series of free webinars in April on CX Story and CX Strategy. Book it HERE: https://www.nienkebloem.nl/en/cx-educatie/webinar-create-your-best-cx-story-ever/ In these sessions, you will Define your CX Story and what you stand for as a leader Shape your CX Strategy and turn that into direction and action Receive a practical AI prompt to create two draft CX strategies when you join live   ABOUT NIENKE 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 [email protected] and more on www.nienkebloem.com

In this new episode of CX Leadership Talks Host Nienke Bloem CCXP introduces the CX Leadership Energy Matrix. A simple quadrant tool that helps you decide where to focus your time and energy as a CX leader. 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 Timestamped overview 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 About Your Host 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 [email protected] and more on www.nienkebloem.com

Imposter syndrome does not destroy your competence.  It erodes your authority.  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:  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. 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. 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 [email protected] 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. 

CX leaders are great at content. But CX rarely scales because the message doesn’t. 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. 

In this episode of CX Leadership Talks, Nienke Bloem is joined by James O’Connor, one of the early architects of customer experience as a professional discipline.  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.

This first episode of 2026 is an invitation for CX leaders to pause, reflect and look ahead.  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. 

How do you want to lead in 2026?  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. 

Welcome to a brand new episode of the CX Leadership Talks podcast, hosted by Nienke Bloem! In this very special "Reflection edition for 2025”, Nienke Bloem invites you to slow down, look back, and take stock of your year as a CX leader. She guides you through a thoughtful self-audit, encouraging you to pause, journal, and dig deep into five essential areas: impact and results, strategy and vision, engagement and cultural change, personal growth, and work-life balance.  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.

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders who want to spice up their leadership.  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.

Welcome to a new episode of CX Leadership Talks! 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 [email protected] 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 😊

Welcome to a brand new episode of CX Leadership Talks!  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.  

Welcome to a brand new episode of CX Leadership Talks!  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:  Be a goldfish, let go faster and lead lighter.  Believe in your team, courage grows from trust. Be curious, not judgmental, curiosity opens doors. Find your biscuits, build connection through consistency and care. 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. 

Welcome to a brand new episode of CX Leadership Talks! 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.

In this episode of CX Leadership Talks, Nienke Bloem CCXP MBA explores the fascinating concept of thin slicing,  the psychological phenomenon that shows how just a few seconds of behavior can reveal the bigger truth. 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: Driving culture change and leadership interventions, making behavior visible and discussable. 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.

The future of customer experience isn’t 10 years away, it’s happening right now. In this episode of CX Leadership Talks, your host Nienke Bloem CCXP sits down with Bart Verouden, CCXP, Senior Manager Innovation & Business Development at Accenture, Lean Black Belt, and lifelong learner. 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: The cost of hesitation – how online mistrust is shaping customer behavior The parent trap – why raising kids in a digital world is now a shared responsibility The impatience economy – speed, trust, and the rise of bite-sized influence The dignity of work – why employee experience directly defines customer experience 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.

Too many CX strategies are either far too complex… or don’t exist at all. That’s why in this episode, your host Nienke Bloem, CX educator and speaker, takes you on a journey into one of the most powerful tools you can have as a CX leader: your Strategy on a Page (SOAP). 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.

In this final episode before summer, Nienke shares her Power of ONE, a refreshing take on CX leadership that skips the frameworks and dives into behavior, trust, and real connection.  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. 

This episode is in Dutch 🇳🇱 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!

Ever felt your brilliant CX roadmap hit a brick wall of internal resistance? In this solo episode, your host Nienke Bloem reveals why influence inside your organization depends on two human signals - warmth and competence - and how you can dial up both to become the Lovable Star colleagues trust and senior leaders follow.   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! 

Welcome back to CX Leadership Talks! In a refreshing role reversal, today Nienke Bloem - your host - takes the guest seat, joining host Adam Dorrell for a conversation you don’t want to miss. Known for her infectious energy and practical approach to driving real change, Nienke opens up about what it really means to “spice up” customer experience - hint: it starts with leadership.  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.

Welcome to a fresh episode of CX Leadership Talks, hosted by Nienke Bloem - the international customer experience expert known for her practical wisdom and signature blue dress! In this special “back to basics” episode, Nienke dives deep into the essentials of making your customers come back for more. You’ll get an insider’s look at her new CX Boomerang model - a simple yet powerful framework designed to help you create experiences that are effective, easy, enjoyable, and truly memorable.  Blending   the famous CX model by Forester timeless research from Daniel Kahneman and  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.

You’re probably expecting to hear Nienke’s familiar voice in this episode - but not today. Surprise! This episode was not recorded by Nienke. In fact… it wasn’t recorded by a human at all. 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.

Welcome to a new solo episode of CX Leadership Talks! Today, Nienke Bloem CCXP dives into a topic that can transform your CX leadership journey: mentorship. 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 [email protected] 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.

In this eye-opening episode, Nienke Bloem talks with organizational consultant and founder of Met Klanten, Sarah van der Wiel, about how systems thinking can transform the way we approach customer experience. 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.

In episode 50 of the CX Leadership Talks podcast, Nienke Bloem celebrates this milestone moment by taking you on a personal and powerful journey through her CX education experiences. 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.

Title: #49 Stop being the Best-Kept secret in your company - Make your CX Story stick 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  

Are you constantly tweaking your CX message for different audiences? Do leaders, employees and stakeholders hear different versions of what CX means in your organization? If so, you might be diluting your impact instead of strengthening it. 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.

In this week's episode of CX Leadership Talks, host Nienke Bloem dives into a critical challenge for CX leaders: how to create a true sense of urgency around customer experience (CX). Without urgency, even the best CX strategies can stall. 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.

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders that want to spice up their leadership. 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.     

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders that want to spice up their leadership. 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. 

Welcome back to CX Leadership Talks! The podcast for CX leaders eager to elevate their leadership game. 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. 

Join me for an inspiring conversation with Robert Vels, CX leader at the Netherlands Enterprise Agency (RVO) and a key advocate for customer-centricity within the Dutch government. In this episode, we dive into how Robert is leveraging CX to rebuild trust in public services, streamline operations, and drive meaningful change. 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 [email protected]. 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 insightful episode of CX Leadership Talks, hosts Nienke Bloem and Mia Liljeberg dive into the transformative role of AI in business and customer experience. Mia, a digital leadership expert, shares her experiences and expertise on the ethical, holistic, and human-centric approaches to AI implementation. 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. 

Welcome to CX Leadership Talks, the podcast for customer experience leaders who are driving change, delivering results, and finding balance in their professional and personal lives. 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.

Welcome to CX Leadership Talks, the podcast for customer experience leaders who are driving change, delivering results, and striving for balance in their professional and personal lives.  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.

Welcome to another episode of CX Leadership Talks with your host, Nienke Bloem. In this episode, Nienke delves into the critical topic of budget management for customer experience (CX) leaders. Emphasizing that a solid budget is essential for impactful results, Nienke offers insights on how CX leaders can navigate the budgeting process effectively to ensure success in their initiatives. 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: Why is having a budget crucial for achieving impactful results in your role as a CX leader? How can you identify and utilize leftover HR budget for both personal and organizational development initiatives? What are the two main elements of budget you should focus on, and why are they crucial for achieving impact in your CX leadership? How can you strategically plan for budget requirements not just for the next year but for the upcoming three years? Where are potential collaboration opportunities within your organization that could provide additional budget for CX initiatives? How can you tailor your budget pitch to align with the priorities and decision-making criteria of your organization's leadership? Why is it important to align your CX projects with broader company goals such as digital transformation and innovation? How can you leverage allies within your organization to tap into shared budgets, and can you think of examples where such collaborations might occur? What are some potential pitfalls you might encounter during the budgeting process, and how can you avoid them? 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.

Welcome to a new episode of CX Leadership Talks! In this episode, host Nienke Bloem is thrilled to welcome David Wachs, the visionary CEO and founder of Handwrytten. David is on a mission to revolutionize personalized communication by blending the timeless art of handwritten notes with the power of cutting-edge technology. Handwrytten's unique approach is making waves in the customer experience space, enabling businesses to send real, heartfelt notes at scale - using an incredible AI-driven process that brings back the charm of personal touch in a digital age.  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:  Do you have a grip on your business, or does your business have a grip on you? My book suggestion for you is Traction. 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.

Welcome back to another episode of CX Leadership Talks with your host, Nienke Bloem. In this episode, we dive into the art and science of crafting powerful calls to action within your CX leadership journey. As Nienke shares her recent experiences from a trip to the USA, she draws a parallel between the barrage of roadside election signs and the noisy environment within organizations, where employees are bombarded with calls to action daily. This episode concludes her series on CX stories, emphasizing the importance of ending your CX narrative with clear, impactful calls to action that drive real change. Nienke offers insightful tips on avoiding vague endings like "any more questions," highlighting instead how to guide your audience towards specific, actionable steps. You can watch the YouTube video she refers to here.  Join us as Nienke unpacks the magic of a well-crafted call to action and provides practical advice on how you can achieve a stronger CX ripple effect within your organization. Let’s tune in and transform your CX leadership approach!   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.

In this captivating episode of CX Leadership Talks, your host Nienke Bloem explores the art of storytelling as a powerful tool for enhancing customer experience (CX) and leadership. Drawing on her extensive experience and insights, Nienke emphasizes the importance of viewing customer experience as a marathon rather than a sprint. She guides listeners through the process of crafting impactful change narratives, highlighting the indispensable role of personal stories in making presentations memorable and effective. 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.

Welcome to a new episode of CX Leadership Talks, where Nienke Bloem CCXP helps CX leaders enhance their leadership abilities. This episode focuses on crafting compelling CX stories - a cornerstone for any CX leader's influence and impact. Nienke highlights the importance of a well-structured change narrative, sharing her own experiences and insights from her CX leadership journey.  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.   

Welcome to another insightful episode of the CX Leadership Talks podcast with your host, Nienke Bloem CCXP. This week, we're diving deep into the world of CX stories, a fundamental tool for any CX leader aiming to make a significant impact. Over the next four weeks, we'll explore the 'why,' 'how,' and 'what' of crafting and delivering compelling CX narratives.  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.

In this episode of CX Leadership Talks, guest Eytan Hattem, CEO at Cemantica, joins host Nienke Bloem to discuss the vital role of people in mapping customer journeys and the connections between customer, employee, and partner experiences. Eytan emphasizes the journey management's shift from being seen as a "nice to have" to an operational system within organizations, offering practical examples to engage employees. 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 Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It by Michael Hinshaw and Diane Magers Visit the site of Cemantica.com

Welcome to another new episode of "CX Leadership Talks"! Join host Nienke Bloem, while she dives into the vibrant world of Global CX Day. This episode is packed with insights, strategies, and nine powerful and practical ideas on how to use this special day (or create your own special Customer Day) to boost customer-centricity within your organization and spice up your CX Leadership. 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/

In this episode of CX Leadership Talks, host Nienke Bloem and guest Avi Liran delve into the significance of empathy, gratitude, and creating genuine connections in customer experience and leadership. 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.

In this episode of CX Leadership Talks, Nienke Bloem hosts guest Roxie Strohmenger. They discuss the importance of leaders connecting with their human side, understanding the connection between CX, perception metrics, and financial metrics, and learning the "love language" of senior leaders. 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

In this episode of CX Leadership Talks, I had the pleasure of welcoming Diane Magers as my guest. We delved into the details of standardizing customer experience across different business units and discussed Diane's co-authored book, which offers practical guidance for embedding customer experience into an organization's operations. 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

In this episode of CX Leadership Talks, your host Nienke Bloem engages in a dynamic conversation with Maaike Verwer, a certified customer experience professional, focusing on aligning IT and business processes to enhance customer experience. Maaike and Nienke discuss an impactful collaboration with HomeServe to streamline their customer service, reducing call times and improving satisfaction through automation. 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)