In an increasingly competitive and dynamic business environment, customer experience must move beyond incremental improvements. It is time for bold, visionary moves that redefine how organizations prioritize, design, and deliver customer value. During my recent keynote at the Asia Professional Speakers Singapore Convention, I was asked to share an “Amplified Imagination” – a forward-looking vision […]
We often look at customer experience as something we create. We design journeys, fix pain points, and work to improve NPS. But what if we are only seeing part of the picture? In the latest episode of the CX Leadership Talks podcast, I had the pleasure of speaking with Sarah van der Wiel. She is […]
In my work as a customer experience speaker, educator, and entrepreneur, I’ve learned one thing for sure: no one becomes a great CX leader by accident. It takes reflection. It takes consistent learning. And, sometimes, it takes a really crappy course to spark something brilliant. To celebrate the 50th episode of my podcast, CX Leadership […]
Wow. Just wow. Last week I hosted three CX Story webinars, and let me tell you – what an experience. CX leaders from around the globe tuned in, ready to sharpen their stories and step up their game. If you were one of them: thank you. Your energy, your openness, your curiosity… it was electric. […]
In our bright orange retro Volkswagen T3 camper – her name is Beatrix, after our former Dutch queen – there’s always a roll of duct tape in the glove compartment. She’s a classic. She’s fun. And she’s not without quirks. When the mirror gives up, the fridge door flaps open, or some mysterious knob decides […]
If you can’t explain the urgency of customer experience (CX), who can? As CX leaders, we often struggle to make CX a top priority within our organizations. People nod along when we talk about improving customer experiences, but when it comes to budget, resources, or executive buy-in – suddenly, other priorities take center stage. So […]
Have you ever explained a CX initiative only to be met with blank stares? Or shared a strategy that made perfect sense to you – but didn’t land with your audience? You’re not alone. One of the biggest challenges CX leaders face is making customer experience concepts truly stick within their organizations. That’s why I […]
In today’s rapidly evolving business landscape, the synergy between IT and customer experience (CX) has never been more paramount. Recently, I had the pleasure of delving into the unique operational perspective of Levi9 with the help of their insightful CX Manager, Pauline Bruyel. Through our engaging conversation, Pauline detailed how Levi9 seamlessly integrates CX into […]
Last Thursday, I experienced one of those electrifying moments when everything just clicks. The kind where you think: Yes, this is where I thrive! I was on a massive stage at the kickoff event for Telenet Business’s new strategy, held in the grand Studio 100 Pop-Up Theatre in Puurs. With 800 eager employees in the […]
Let’s talk about something tricky this week. Something many CX professionals struggle with: how do we sell our results? How do we market ourselves as CX professionals and our CX team within the organization? Spoiler alert: Most of us do this… ehm… very poorly. Sorry. But pay attention, please! The common pitfall: Focusing on efforts, […]