Shows
CX Leadership Talks#58 CX Micro-Missions: Scale is overrated. Start small. Start now.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...2025-07-2115 min
CX Leadership Talks#57 Zichtbaar, slim en strategisch – zonder jezelf te verliezenThis 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 belangr...2025-07-1449 minCX Leadership Talks#56 Becoming the Lovable Star: The warmth & competence advantage in CX LeadershipEver 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 le...2025-06-3033 min
CX Leadership Talks#55 Talking B2B CX with Adam Dorrell from CustomerGaugeWelcome 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 custome...2025-06-1641 min
The Account Experience PodcastThe Two Speeds of Change in Customer ExperienceWhat happens when Customer Experience (CX) moves from buzzword to boardroom priority?
In this episode, Host Adam Dorrell was joined by Nienke Bloem, a globally recognized CX leader and educator with CSP and CCXP qualifications. She’s dedicated to working with customer experience leaders and elevating their CX impact.
If you’ve seen her live or watched her videos, you’ll know her contagious energy and practical approach to making CX strategies work!
Nienke and Adam discuss why CX isn't just a department but a company-wide movement, how to get board members to feel th...2025-06-0935 minCX Leadership Talks#54 The CX Boomerang: How to make customers come back for moreWelcome 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...2025-06-0249 minCX Leadership Talks#53 AI stole my book (and turned it into a podcast)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, proc...2025-05-1922 minCX Leadership Talks#52 Why every CX leader needs a mentor (Yes, even YOU!)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...2025-05-0527 min
CX Leadership Talks# 51 Seeing the whole: Rethinking CX through systems thinking with Sarah van der WielIn 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...2025-04-2141 minCX Leadership Talks#50: What Harvard professors, Zappos, Minnie Mouse & a terrible course taught me (that you can use to grow as a CX leader)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!)
...2025-04-0723 minCX Leadership Talks#49 Stop being the Best-Kept secret in your company - Make your CX Story stickTitle: #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...2025-03-2423 minCX Leadership Talks#48 Stop reinventing the wheel: Why you only need ONE CX StoryAre 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...2025-03-1730 minCX Leadership Talks#47 How to get your organization to feel the urgency of CXIn 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 busin...2025-03-1020 minCX Leadership Talks#46 Communicate CX concepts with impact, using the CLEAR methodWelcome 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 pr...2025-03-0430 min
CX Leadership Talks#45 Levi9: Gamechangers in tech, driven by Customer FocusWelcome 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...2025-02-2447 minCX Leadership Talks#44 The Dunning–Kruger effect: The blind spot holding your CX strategy backWelcome 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...2025-02-1022 min
CX Leadership Talks#43 The CX playbook for governments: Lessons from Robert VelsJoin 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...2025-01-2739 min
CX Leadership Talks#42 AI for CX Leaders: Practical strategies you can’t ignore.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...2025-01-1346 minCX Leadership Talks# 41 Set yourself up for success as a CX leader - A guided practice to envision a brilliant 2025Welcome 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...2024-12-3041 minCX Leadership Talks#40 Reflections for the CX Leader – A Self-Audit of 2024Welcome 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 ar...2024-12-1647 minCX Leadership Talks#39 Understanding budget dynamics for CX leadersWelcome 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...2024-12-0225 min
CX Leadership Talks#38 Personalized Customer Experience: The power of handwritten notes in a digital worldWelcome 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 f...2024-11-1844 minCX Leadership Talks#37 Why a call to action drives true change beyond words in CXWelcome 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...2024-11-0413 minCX Leadership Talks#36 Crafting impactful CX Stories: Four types of personal narrativesIn 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...2024-10-2833 minCX Leadership Talks#35 From CX Story Blueprint to impact: Crafting your CX leadership change narrativeWelcome 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 w...2024-10-2122 minCX Leadership Talks#34 Discover why becoming the CRO is essential for your CX story's successWelcome 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 j...2024-10-1420 min
CX Leadership Talks#33 The do’s and don’ts of Journey Orchestration with Cemantica’s CEO Eytan HattemIn 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...2024-10-0753 minCX Leadership Talks#32 Nine powerful and practical ideas to celebrate and engage the organization on Global CX DayWelcome 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 epis...2024-09-2340 min
CX Leadership Talks#31 From Gratitude to Trust: Nurturing genuine connections and delight in Customer Experience with Avi LiranIn 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...2024-09-0950 min
CX Leadership Talks#30 World-Class CX Transformation: Navigate these 6 key elements for success with Roxie StrohmengerIn 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...2024-08-2652 min
CX Leadership Talks#29 All about the newest book for Advanced CX Leaders ‘Expierence Rules’ with Diane MagersIn 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...2024-08-1946 min
CX Leadership Talks#28 Elevating Customer Experiences: how IT-business alignment transforms customer interactionsIn 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...2024-08-0546 min
CX Leadership Talks#27 Stop engaging employees, start making work more humanWelcome to CX Leadership Talks, where we explore the essence of human-centric leadership in the workplace. In today's episode, your host Nienke Bloem engages in an insightful conversation with Eryc Eyl, a passionate advocate for creating more human workplaces.
Eryc emphasizes the importance of work leading to fulfillment, satisfaction, and human flourishing, challenging the traditional notion of work to an end. They delve into Eryc's book, "Stop Engaging Employees, Start Making Work More Human”, which offers practical strategies for fostering a human-centric work culture. The episode reveals specific disciplines and approaches for leaders, emphasizing the organic nature of...2024-07-2245 min
CX Leadership Talks#26 How to build your CX leadership knowledge and grow in authority, with Olga PotaptsevaIn this episode of CX Leadership Talks your host Nienke Bloem is joined by the inspiring consultant and CEO, Olga Potaptseva. Olga, a seasoned consultant and CEO, dives deep into the concept of authority in the CX world.
She shares insights on her career journey, the power of adapting, and building authority through consulting. Discover her resourceful CX Panda platform, her unique time management approach, and the importance of staying updated in the CX landscape.
Join us as we explore the valuable lessons she learned throughout her career and how she's making a positive impact...2024-07-1047 min
CX Leadership Talks#25 Four ways to organize CX in the most effective ways, with Jim TincherIn this episode of CX Leadership Talks, host Nienke Bloem engages in a interesting conversation with customer experience expert Jim Tincher, CEO of Heart of the Customer. They delve into the complexities of customer experience and leadership, emphasizing the importance of understanding and addressing the needs of both customers and business executives.
Jim shares key insights from his research on different CX team structures, highlighting their strengths, weaknesses, and real-world examples. The conversation also delves into the significance of data in driving business outcomes, staying energized through learning and community involvement, as well as the need for...2024-06-2449 min
CX Leadership Talks#24 6 Customer Feedback Strategies to engage every level of your organization with Medallia’s Judy BlochWelcome to another insightful episode of CX Leadership Talks! The go-to podcast for CX leaders looking to elevate their strategies and inspire innovation in the customer experience arena.
Join host Nienke Bloem and guest Judy Bloch as they delve into the world of customer experience engagement with an in-depth discussion on Medallia's signals to action approach. Explore practical strategies, success stories, and expert insights that will empower you to drive transformative change in your organization.
Tune in as Judy and Nienke share real-world examples, discuss the importance of visible leadership, and provide actionable steps for...2024-06-1056 minCX Leadership Talks#23 Exclusive Insights: 7 Key Learnings from CX Leaders Advance 2024 with Nienke BloemWelcome to an insightful episode of CX Leadership Talks! Join host Nienke Bloem as she shares 7 key learnings from the CX Leaders Advance 2024 event in Denver (April 30 - May 2). From diving deep into data to embracing AI opportunities, Nienke provides valuable insights for CX leaders looking to enhance their practice.
Her seven most important take aways:
Dive deep into the world of data. Build your web of data and link your CX metrics to those metrics that are of importance to the business. Thanks for this wisdom Roxana (Roxie) Strohmenger, CCXP.
Have your AI Strategic plan a...2024-05-2924 min
CX Leadership Talks#22 Game On! Spice up your CX Workshops with gamification – and everything you want to know about the Customer Experience Game with Babs AsselbergsWelcome to the latest episode of CX Leadership Talks! The podcast where CX leaders come to level up their leadership game.
Join host Nienke Bloem as she sits down with guest Babs Asselbergs to discuss the power of gamification in customer experience. Discover how they designed an engaging board game together that's taken the CX world by storm, and find out how it's breaking down silos and enhancing teamwork for organizations worldwide.
Tune in to uncover the impact and adaptation of The Customer Experience Game in the ever-changing business landscape, and gain insights into the...2024-05-1339 min
CX Leadership Talks#21 Everything you always wanted to know about the International Customer Experience Awards, with Vuk VukanovicWelcome to the latest episode of CX Leadership Talks! Join your hosts Nienke Bloem and Vuk Vukanovic as they dive into the essential aspects of the International CX Awards, providing valuable insights that will encourage you to be part of this enriching experience.
In this episode
Nienke and Vuk discuss the meticulous judging process, the significance of tangible evidence and financial impact in CX initiatives. They talk about the benefits for participants, including networking opportunities, feedback, and the fun-filled atmosphere of the event. They also elaborate on the different categories available and the process...2024-05-0644 minCX Leadership Talks#20 Three ways to put System 2 Thinking into practical use for CX LeadershipWelcome to CX Leadership Talks, where we dive deep into the world of customer experience management and leadership. In this episode, our host Nienke Bloem reflects on a crucial aspect of decision-making – the interplay between conscious and unconscious thinking.
Because do you also sometimes live on the automatic pilot? And in our CX leadership roles, we can miss out. So… Drawing insights from Daniel Kahneman's work on System 1 and System 2 thinking, Nienke shares real-life examples and practical tips for CX leaders to cultivate a more conscious approach to decision-making.
Nienke highlights three compelling examples from her...2024-04-2919 minCX Leadership Talks#19 Nine tips for driving impact through Closing the LoopWelcome back to the CX Leadership Talk podcast. In this episode, your host Nienke Bloem digs deep into the topic of ‘Closing the Loop’ in customer experience management. Drawing from her recent experiences, Nienke shares 9 insightful suggestions to boost your closing the loop program, from co-creation sessions and individual feedback research to risk management and reporting on customer feedback improvements.
Through engaging and practical tips, Nienke emphasizes the importance of investing in the outer and inner loops to enhance customer experiences. This episode provides a comprehensive exploration of the challenges, strategies, and practical actions related to the clos...2024-04-2224 min
CX Leadership Talks#18 Pioneering CX in pensions: Martijn van den Berg's blueprint for successWelcome to CX Leadership Talks, where we dive deep into the world of customer experience and leadership. In today's episode, we have a special guest, Martijn van den Berg, who will be sharing his insights into creating meaningful experiences for customers in the financial industry. Martijn leads a CX team at PGB, a leading pension fund in the Netherlands, and has a wealth of experience in integrating customer experience into business strategies.
In this episode
Join us as Martijn discusses the transformation of PGB into a customer-centric organization, his journey in the field...2024-04-1540 min
CX Leadership Talks#17 Crafting CX careers: Trends, traits, and triumphs with Jo van Riemsdijk, CX Recruitment SpecialistWelcome to CX Leadership Talks, where we explore the world of Customer Experience leadership with top industry experts. In today's episode, host Nienke Bloem engages in a captivating conversation with Jo van Riemsdijk. Together, they navigate through the intricate world of customer experience management from the perspective of Jo as THE recruiter in CX in the UK.
In this episode
Jo shares valuable insights on the challenges and trends in recruiting for customer experience roles, reflecting on the changing requirements and skill sets sought after by organizations today as opposed to in the past. We...2024-04-0842 min
CX Leadership Talks#16 Navigating the CX landscape: Strategies for successful leaders with CXPA’s CEO Greg Melia, CAEWelcome to CX Leadership Talks, where we explore the world of Customer Experience leadership with top industry experts. In today's episode, Nienke Bloem sits down with Greg Melia, CEO of The Customer eXperience Professionals Association (CXPA), and a seasoned advocate for Customer Experience excellence. They discuss the evolving landscape of customer experience and the role of CX leaders in today's businesses.
In this episode
Nienke and Greg delve into the importance of ongoing training and validation for CX professionals, the potential of artificial intelligence in shaping customer interactions, the significance of the CCXP...2024-04-0143 min
CX Leadership Talks#15 Powering CX with AI: Robbert Dijkstra's insights on leading the changeWelcome to another episode of CX Leadership Talks! In this episode, Nienke Bloem engages in a fascinating conversation with Robbert Dijkstra, the founder and CEO of Deepdesk. Robbert brings his wealth of experience in AI technology and innovation to the forefront as he discusses the deployment of AI in companies and its impact on improving customer experiences.
In this episode
Robbert shares insights on the use of ChatGPT for deploying AI in organizations and provides practical examples of how Deepdesk aligns its vision with customer needs by developing prototypes and gathering valuable feedback. H...2024-03-2543 min
CX Leadership Talks#14 Entrepreneurial CX Leadership: A Conversation with Jeannie WaltersWelcome to CX Leadership Talks, where we delve into the world of customer experience leadership and innovation. In this episode, Nienke Bloem is joined by the dynamic entrepreneur and CEO of Experience Investigators, Jeannie Walters. Together, they explore the multifaceted world of customer experience and the why, how and what of successful CX leaders.
In this episode
Jeannie shares her wisdom and experiences, offering valuable insights for aspiring CX entrepreneurs - from resilience in the face of criticism to the intricacies of building and managing a CX team.
The conversation also...2024-03-1852 minCX Leadership Talks#13 Avoid these 5 mistakes in your CX Storytelling journeyWelcome to the CX Leadership Talks, the podcast that delves deep into the world of customer experience leadership. In this episode, Nienke Bloem shares her personal experience and insights into crafting a compelling CX story.
What is a CX story? With an attractive CX story you show the why, how and what of the CX transformation you want to realize. A good CX story keeps your audience listening attentively and wanting to know more. It is this story that you can tell time and time again, that really helps the audience understand what your CX m...2024-03-1124 min
CX Leadership Talks#12 The CX Visionary: Bill Staikos on Redefining Experience ManagementIn this episode of CX Leadership Talks we delved deep into our profession of customer experience management, discussing the limitations of relying solely on surveys, the power of feedback in driving genuine change, and the crucial alignment of CX with broader business strategy.
This episode of CX Leadership Talks features Bill Staikos, a celebrated CX Practitioner and visionary leader from Medallia. Bill is a Customer & Employee Experience leader whose mission is to bring together these two disciplines to create value for employees, customers and shareholders. Together, we uncovered practical advice for you as a CX Leader.
2024-02-2647 min
CX Leadership Talks#11 The Data-Driven CX Revolution: all Insights for you as a CX leader from Barry WildhagenIn this enlightening episode of CX Leadership Talks, we delve deep into the core of data management and its transformative impact on customer experience. This THE episode when you are just starting in exploring the world of Data driven CX, but also if you are a seasoned leader you'll get some great tips and tricks.
Joining us is Barry Wildhagen, a distinguished expert in data management, to explore the crucial intersection of data and CX, the imperatives of a data-driven approach, and the evolving landscape for data professionals.
Because there is a BIG opportunity for...2024-02-1956 minCX Leadership Talks#10 Navigating the Year of the Wood Dragon: Education, Growth, and CX Leadership ChoicesIn this episode, Nienke Bloem discusses the significance of the year of the wood dragon in relation to transformative energy, authority, and dignity, particularly for CX leaders.
She shares her personal experiences with education and growth both as an employee in corporate organizations and as an entrepreneur. Nienke highlights the importance of strategic education planning and outlines key questions for listeners to consider to identify growth opportunities.
She also provides insights into her own educational journey and plans for the year. Nienke encourages listeners to dream bigger, do bigger, and be bigger in the year...2024-01-3026 min
CX Leadership Talks#9 CX Culture Reimagined - Learnings from ’Diamond in the Rough’In this episode of CX Leadership Talks, we delve into the world of customer experience and leadership with a seasoned expert. Steven Van Belleghem.
Steven, author of the brilliant CX Culture book 'A Diamond in the Rough', a global keynote speaker, entrepreneur, and passionate advocate for customer experience, joins us to explore the transformative power of networking, impactful storytelling, and creating emotionally engaging customer experiences.
In this episode we discuss:
The Essence of Networking:
Steven shares insights on leveraging networking as a catalyst for professional growth and unlocking new opportunities in the realm o...2024-01-0949 min
CX Leadership Talks#8 Elevating Business Impact: The Magic of CX Leadership and Design-Centric ApproachesThis episode of the CX Leadership Talks podcast Design methods and CX leadership are the topics.
Krisztina Kanizsai is my guest and a multifaceted professional with expertise in service and customer design, as well as UX research. Her mission is to create meaningful experiences that have a positive impact on business results. To reach out to Krisztina on Linkedin
The conversation in this episode explores the transformative power of design thinking and problem framing, highlighting the crucial role these play in fostering innovation and addressing customer needs. The dynamic relationship between UX and CX is al...2023-11-1242 minCX Leadership Talks#7 The huge opportunities of Leadership Events for you as a CX professionalWelcome to the latest episode of CX Leadership Talks with me, Nienke Bloem. I apologize for the hiatus between episodes, as I took a much-needed break. But I'm back now, and today's episode is a must-listen for CX leaders.
We're going to dive into the world of leadership retreats and why they are such valuable opportunities for CX professionals. We'll explore the different types of events, the benefits of attending, and practical tips for making the most out of these gatherings.
I'll also share my own experiences as a speaker and organizer at such events...2023-10-2926 minCX Leadership Talks#6 Ian Golding: The Role of CX Leadership in Today’s WorldIn this episode of the CX Leadership Talks Podcast, Nienke Bloem interviews Ian Golding, one of the worlds famous CX Specialists and fellow CCXP.
Together they discuss a wide range of topics like customer experience management and how to spice it up. Exploring customer experience and the topic of your leadership authority.
If you are interested in CX education and want to learn more about it, this episode is a must-listen. You will gain valuable insights and knowledge from CX experts who have years of experience in the field.
Links:
Connect...2023-07-1046 minCX Leadership Talks#5 How to make moments EPIC in CX: the best insights from the book ”The Power of Moments”In this episode of the CX Leadership Talks Podcast, Nienke Bloem discusses her insights on the book "The Power of Moments" and how to use these insights to your advantage.
She breaks down four main reasonss:
1. Where you can deliver and design powerful moments for customers
2. How to use moments for change programs for colleagues and leaders
3. How to use moments for elements in your teams
4 (a little extra) How to use moments to benefit your own personal life
If you are interested in spicing up your leadership and become an...2023-06-2638 minCX Leadership Talks#4 Edwin Koot, Allianz Benelux : Leadership Lessons: Stepping out of Your Comfort Zone for CX SuccessIn this episode of CX Leadership Talks, Nienke Bloem interviews Edwin Koot, Manager Customer Experience & Analytics bij Allianz Benelux who shares his insights on Customer Experience Management.
It is the honest story of how he stepped out of his comforzone and spiced up his leadership. It is a great conversation on Voice of the Customer, ROI and how to engage leaders in organizations.
If you want to learn more about CX leadership or have any questions about CX, contact Nienke Bloem via her website www.nienkebloem.com. She is THE CX leadership expert and ca...2023-06-0442 minCX Leadership Talks#3 Seven strategies to boost your CX Leadership Authority and lead with successHi Dear Listener, over the years I have learned that not many CX leaders believe they are a CX Authority. And if you don't believe that yourself, what do you expect from others? So time to grow your AUTHORITY!
Exactly what this podcast episode is all about: growing authority as a customer experience leader. Nienke discusses seven key ways to build authority, from developing expertise and sharing good CX stories, to setting high standards and holding yourself and others accountable. It all starts with you and your personal growth!
It is important to build relationships...2023-05-249h 00
CX Leadership Talks#2 Why your customer experience program will fail - fab insights with Aleksandra Pilniak and Friederike NiehoffOn this second episode of CX Leadership Talks we have two guests, both CX leaders and authors: Aleksandra Pilniak and Friederike Niehoff share their expertise in customer experience (CX) leadership. They discuss insights out their brilliant book “Why your customer experience program will fail and 7 proven ways to avoid it”
For example the importance of appreciation and injecting fun into the workplace and the episode highlights the pitfalls in CX strategy and concrete tips to improve it. Organizational culture is seen as crucial for a successful CX program, and the guests emphasize the importance of understanding it befo...2023-05-1638 minCX Leadership Talks#1 The three A’s of CX Leadership - The introduction of the Podcast CX Leadership TalksOn this very first episode of CX Leadership Talks, our host Nienke Bloem, a CCXP (Certified Customer Experience Professional) with 20 years of corporateand 8 years of CX Entrepreneur experience, dives deep into the world of customer experience management.
As someone who believes that CX is a core part of her identity, Nienke shares insights into successful CX leadership.
She emphasizes the importance of
Accountability,
Authority, and
Anecdote
and shares how she and you can implement them in Customer Experience Management.
The episode provides valuable insights on...2023-05-1633 min
Crack the Customer Code274: Nienke Bloem, Gamifying Customer ExperienceJeannie and Adam interview Nienka Bloem, Certified Customer Experience Professional and creator of the Customer Experience Game. Are you learning the customer experience game? Learning about customer experience is becoming a must for business leaders worldwide, but many still don’t really know what that means. For instance, what if you live in a place where customer experience is just taking off? What are your options? It turns out, in some cases, there aren’t many! “The momentum is here in Europe, where everybody’s talking about customer experience…” -Nienke Bloem So today’s g...2017-09-1220 min