Welcome 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 […]
Most change programs are boring. Yes, let this sink in and take a moment to reflect. Strategy 44 – Create fun and excitement – is an important strategy. Cause we all want change, but do not want to be changed. We want to be invited, fired up or even better: seduced. To do so, you […]
Making the truth versus Finding the truth. This Nienke Bloem philosophy is strategy 43. Two different approaches with a huge difference. Want to know which approach you should use to get started when you’re responsible for customer centric change in the domain of customer contact, and engage with the leadership team on the right strategy […]
In 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 […]
Strategy 42 is “Your ‘Why’, or what are you here for?” When you’re a leader, Simon Sinek’s golden circle is a great tool to define in your own words the purpose of your role within the organization. Relevant questions are ‘What is your assignment?’ and ‘When are you a success?’ Perhaps you should ask yourself […]
Most Customer Experience Stories, well ehm… make me want to walk AWAY. Yes, that is the truth and I need to say it this harsh. Because at the start of a new year – okay it is almost March, but still – you have the opportunity to realize that your CX story might suck too […]
When they Zig, you Zag. That is what Strategy 41 is all about. Or to put this in my own words: ‘Do something different to stand out from the crowd’. Whether in your change program or in personal life, take some time to zoom out and see the broader picture. And more important: think of […]
In 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 […]
Strategy 40 is about the power of routines. Building a step-by-step routine and tailoring it to your own wishes makes you happier, gets you more things done and makes you feel good and proud. In this video I’ll share the secrets of my personal and business routines. I found out that routines do not only work […]
A crazy poo story. What?! Be welcome to skip this one. But if you want to have a laugh of me putting myself in a shitty situation, this is your go-to-video. What do you do if life presents you a shitty situation? In strategy 39 – When life is full of shit – I will […]