First of all, a big thank you for all the wonderful reactions to last week’s blog on being the CRO – Chief Reminder Officer! Your feedback keeps me energized and motivates me to keep delivering valuable content for your CX journey. Today, I want to take you behind the scenes of a transformative weekend I […]
Let’s dive into the ever-evolving world of customer experience (CX) together, because you and I both know that being a CX leader is more than just understanding customers. It’s about crafting authentic, engaging stories that resonate not just with your customers, but with your teams as well. I spoke about this in my latest episode […]
In the fast-paced world of customer experience (CX), leading your organization to customer-centric success is no easy task. It requires more than just understanding your customers – you need to inspire your team to embrace that same mindset. And to do that, you must become what I call the Chief Reminder Officer (CRO). So, […]
As customer experience professionals, we know that delivering exceptional service is a continuous journey – one that involves constant learning, adapting and evolving. This month, I’ve been lucky enough to take that journey to a whole new destination: the beautiful island of Bali. What I’ve experienced here has sparked new ideas for CX leadership that […]
Global CX Day is fast approaching, and I absolutely can’t wait. For those who don’t know, the Customer Experience Professional Association (CXPA) kicked off this celebration in 2013, and we mark it on the first Tuesday of October each year. It’s our time to celebrate the incredible profession Customer Experience (CX) Management, recognize the professionals […]
Last year, after my mom recovered from a serious illness, I asked her what she wanted to experience most. To my surprise, she answered, “I want to go to an André Rieu concert.” Though it had never been my dream, I was 100% in for her. Who Is André Rieu? The maestro of joyful music […]
Have you ever visited the Olympics? Well, I hadn’t either. So, I surprised my daughter with a trip to Paris to attend the women’s soccer final, where Team USA triumphed over Brazil. However, the true highlight of our trip was visiting the TeamNL House. Discovering the national Houses at the Olympics I had no idea […]
For five consecutive years, we eagerly anticipated our annual holiday to Camping Bakkum. Our love affair with this place began in 2020 during the height of the pandemic, when we first stayed in bungalow number 11. We quickly became enthusiastic promoters, sharing our excitement with friends and family, and always looking forward to another stay […]
My summer isn’t complete without having a Business Mastermind session with my business friend and Swedish speaker on AI and Upgrading Leadership, Mia Liljeberg. We usually stay close to Stockholm, I prefer somewhere near the water and work for three days on our strategic plans, content creation and of course, mixing business with pleasure. We […]
As customer experience (CX) continues to be a key differentiator for businesses, CX leaders face continuous challenges and opportunities. In a recent episode of “CX Leadership Talks,” I interviewed Babs Asselbergs, with whom I founded The Customer Experience Game. We had a stimulating discussion on designing a game to engage participants in workshops on customer […]