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Why your CX Story needs duct tape (yes, really)

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 it’s had enough… out comes the duct tape. It sticks. It saves the day. It holds things together when nothing else does.

And honestly? That’s exactly what your Customer Experience story should do.

It should stick like duct tape.

sticky cx story

The frustration of being unheard

If you’ve ever walked out of a meeting wondering why nobody remembered what you said last week – or worse, felt like your carefully crafted CX strategy went in one ear and out the other – you are not alone.

I’ve worked with hundreds of CX leaders. Brilliant, experienced professionals with solid plans, good data, and a vision for customer-centric transformation. And yet… their story just didn’t land.

Why? Because it wasn’t sticky enough.

What makes a story stick?

In episode 49 of my podcast, CX Leadership Talks, I dive into this exact problem. And more importantly, I share a solution you can apply right away: the SUCCES formula from the book Made to Stick by Chip and Dan Heath.

If you want your strategy to be remembered, repeated, and shared, this formula is gold.

Let’s break it down:

  • Simple – Strip your message down to its core. One idea. One line. No 43-slide decks.
  • Unexpected – Surprise your audience. Break their pattern. Make them look up.
  • Concrete – Use real stories, real names, real numbers. Help people see what you mean.
  • Credible – Back up your message with data, examples, and support from leaders.
  • Emotional – Move people. Use stories that touch the heart, not just the head.
  • Stories – Bring your message to life. Because people remember stories, not spreadsheets.

If you want your CX story to drive change, you need more than logic. You need storytelling that sticks. That’s where real transformation begins.

A sticky story starts with structure

In the podcast, I also explain how the SUCCES principles align perfectly with my CX Story Blueprint – the tool I use with leaders to build their own business change narrative.

Your CX story should include:

  • A personal connection (why this matters to you and connects you with your audience)
  • A sense of urgency (why now?)
  • A clear strategy (what’s your CX plan?)
  • A call to action (what should people do?)

When you combine this structure with the SUCCES elements, something shifts. People don’t just hear your message – they remember it, and they act on it.

Want to craft your own sticky CX story?

If this resonates and you’re ready to take action, I’m inviting you to join one of my free CX Story Webinars. In just one hour, you’ll apply the CX Story Blueprint and test your message against the SUCCES formula. You’ll leave with a stronger, clearer story – ready to inspire and drive change.

Here are your options:

  • Monday, March 25 – Dutch lunch edition
  • Tuesday, March 26 – International (English)
  • Wednesday, March 27 – Encore session

Register here

Your strategy deserves to be heard

Let me leave you with this: You don’t need another slide deck. You need a story that people feel, remember, and share.

A story that sticks like duct tape in an orange camper van named Beatrix.

Tune into the podcast. Join the webinar. Let’s make your CX story unforgettable.

Listen to episode 49 here

Sign up for the webinar

Until next time, keep spicing up your Customer Experience leadership.

 

*****

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 voor 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 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. 

 

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How to get your organization to feel the urgency of CX

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 how do we get our organizations to feel the urgency of CX?

This was the focus of my latest podcast episode, where I explored why urgency is the missing link in many CX strategies and how to communicate it effectively. If CX is seen as ‘important but not urgent,’ action will always be postponed. And we simply can’t afford that.

Why CX urgency is a challenge

For many organizations, CX feels like a long-term investment rather than an immediate business necessity. But when CX is deprioritized, customer dissatisfaction builds up, loyalty erodes, and competitors gain an edge.

Some common signs that urgency is missing:

  • Leadership says, “Great plan!” but doesn’t allocate a budget.
  • Employees see CX as “extra work” instead of core business.
  • Customers keep complaining about the same issues year after year.

If you recognize these challenges, it’s time to sharpen your urgency message.

The CX time trap: Why organizations delay action

One of the biggest pitfalls in CX leadership is the CX Time Trap – when CX initiatives are always seen as important, but not urgent. When leadership is focused on short-term KPI’s like quarterly revenue, CX improvements can feel like something that can wait until next year… and the year after that.

The solution? Make the urgency of CX undeniable. Here’s how:

Three common mistakes CX leaders make when communicating urgency (and how to fix them)

  1. Mistake 1: Relying on data without storytelling
    Numbers alone don’t drive action. CX leaders often say things like, “Our NPS dropped by 3 points” or “Churn increased by 2%.” But numbers don’t create emotional impact.
    Fix: Pair data with real customer stories.
    Example: Instead of “NPS dropped”, say: “Last month, a customer who had been with us for 10 years left because they felt like we didn’t care about their experience.” That’s powerful.
  2. Mistake 2: Positioning CX as a long-term goal, not an immediate business issue
    If CX is framed as a ‘future ambition,’ it will never be treated as urgent. Leadership might agree that CX is important, but without immediate relevance, it will always be pushed aside.
    Fix: Tie CX to a burning platform issue.
    Example: “Our top competitor just launched a digital self-service platform, and we’re still relying on outdated processes. If we don’t act now, we will lose customers.” This makes CX a today problem, not a tomorrow one.
  3. Mistake 3: Not linking CX urgency to business goals
    Executives don’t just care about customer satisfaction; they care about growth, cost savings, and competitive advantage. If CX urgency isn’t connected to these priorities, it won’t get leadership attention.
    Fix: Frame CX as a business enabler.
    Example: “Our mission is to make financial services accessible to everyone. Yet, our digital onboarding process takes 48 hours while competitors offer a 5-minute signup. If we don’t fix this, we will lose customers and revenue.”

How to create an unstoppable CX urgency statement

If you want your organization to feel the urgency of CX, you need to craft a message that sticks. Here’s a simple three-step formula to help:

  1. Past: Where we come from
    Example: “We’ve built a strong brand, but customer trust is declining.”
  2. Present: The crisis or opportunity NOW
    Example: “We are losing customers because our competitors offer seamless digital experiences, and we don’t.”
  3. Future: What happens if we don’t act?
    Example: “If we don’t adapt, we will lose X% of customers in the next 3 years, impacting our revenue and market position.”

This approach ensures your urgency statement is not just understood – but felt.

Join my CX Story webinar to refine your urgency narrative

Want to craft a CX urgency statement that gets leadership buy-in and drives real action? In my CX Story Webinar on March 25 & 26, I’ll walk you through:

  • How to make CX an urgent priority in your organization.
  • Real-life examples of companies that successfully shifted leadership focus.
  • A structured approach to crafting your own CX urgency message.

Seats are limited – Register here to secure your spot!

No sense of urgency = No action. Let’s change that.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

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 voor 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 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. 

 

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Make your CX message stick with the CLEAR method

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 created the CLEAR Method – a simple framework to help you communicate CX in a way that is concrete, actionable, and memorable.

And the best part? I’ll be teaching you how to apply it in my CX Story webinars on March 25 & 26! These free sessions are designed to help you craft a powerful CX change narrative that gets your organization to listen, engage, and take action. Register now to secure your spot.

Why people don’t get CX – and how to fix It

Let’s face it: customer experience can be abstract. It’s not like baking bread, where people can see the ingredients, the process, and the result. Instead, CX often deals with perceptions, processes, and behaviors – concepts that can feel vague or theoretical to those outside the field.

That’s why I developed the CLEAR Method. This simple, five-step approach ensures that your CX message is clear, compelling, and easy to act on:

  • C – Concrete: Avoid vague statements. Use real examples that people can visualize. Instead of saying ‘We need to improve customer satisfaction’ say ‘Right now, 34% of customers abandon their carts because they get confused at checkout – that’s like a third of supermarket shoppers leaving without paying!’
  • L – Literal: Ditch the jargon. Speak in everyday language that a 7-year-old, a 17-year-old, a 37-year old and a 77-year-old could understand. Swap ‘omnichannel strategy’ for ‘customers start online but have to repeat their story in-store – let’s connect the data so that doesn’t happen.’
  • E – Example-driven: Show, don’t tell. Use relatable analogies to explain CX concepts. For instance, if 20% of your customers churn each month, explain it like this: ‘If we had a wedding with 100 guests, 20 would leave before the cake was served!’
  • A – Actionable: Give people something specific to do. Instead of saying ‘We need better digital self-service options’ say ‘45% of our support calls are about password resets – if we fix that, we free up agents for complex issues and improve satisfaction.’
  • R – Repeatable: If people can’t repeat it, they won’t remember it. A simple, catchy message sticks. Your CX story should be easy for leaders, employees, and stakeholders to repeat in their own words.

Learn to apply the CLEAR Method in my webinar series

The CLEAR Method is just one part of a powerful CX Story – your change narrative that includes a personal element, sense of urgency, CX strategy, and call to action. Most CX leaders struggle to make their message land because they don’t tell their story in a way that inspires action.

That’s exactly what we’ll work on in the CX Story webinars on March 25 & 26. In just one hour, you’ll walk away with:

  • A first draft of your own CX story using my CX Story Blueprint
  • Techniques to make your message more compelling and memorable
  • Practical tips on how to get leadership buy-in for your CX initiatives
  • A chance to refine your story with live coaching and peer feedback

Seats are limited, so don’t miss out! Register now for the March 25 & 26 sessions.

Prefer to listen first? Tune into the podcast.

If you want a deep dive into the CLEAR Method, listen to my latest CX Leadership Talks podcast episode where I break it all down, complete with real-life examples. You can find it here.

Don’t let a confused mind say No!

If people in your organization don’t understand CX, they won’t act on it. It’s time to move beyond vague statements and jargon-heavy explanations. Make your message stick with the CLEAR Method – and let’s build your CX story together in the March 25 & 26 webinars. Click here to register now.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

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 voor 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 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. 

 

/door
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Levi9: Gamechangers in tech, driven by Customer Focus, interview with Pauline Bruyel (+ podcast)

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 their IT framework, achieving results that are a testament to their innovative approach. Here’s a deep dive into how they do it, focusing on three pivotal levels: Organization, Team/Program, and You as Leader.

  1. Organizational excellence in Customer Experience

Levi9 is a beacon of organizational excellence with its foundational customer-focused ethos. Their commitment to happy employees and happy customers isn’t just rhetoric – it’s a strategic pillar. Below are three standout initiatives Levi9 employs at the organizational level:

Strategic alignment: At Levi9, customer centricity is deeply embedded as one of their core strategic pillars. The informed leadership is pivotal in ensuring this vision permeates every layer of the organization, thus aligning strategic goals with customer needs.

Executive sponsorship: In their customer governance model, every customer, regardless of size, has an executive sponsor from Levi9’s board. This powerful yet simple strategy ensures that substantial customer insights reach the right ears and that executive leadership remains deeply engaged with customer concerns and aspirations.

Selective customer engagement: Levi9 doesn’t just take on any customer. They meticulously vet potential partners to ensure cultural and operational compatibility, thus minimizing future friction and enhancing long-term partnership success. This dedication to mutual fit reflects their long-term strategic vision.

  1. Team/Program initiatives that elevate customer interaction

Levi9’s customer focus isn’t just a high-level strategy; it cascades down to team dynamics and daily operations. Here are three key initiatives that stand out:

Customer team structure: Levi9’s approach includes dedicated customer teams that actively engage in product discovery, ensuring solutions truly meet customer needs. This process sets a unified collaborative tone that drives project success from inception.

Annual customer focus week: Levi9 organizes a customer focus event annually, a week dedicated to amplifying customer stories and sharing internal successes. Through creativity and innovation, it becomes a springboard for launching new ideas and rejuvenating the team’s commitment to customer satisfaction.

Surprise your customer challenge: Last year, Levi9 introduced the “Surprise your customer challenge,” encouraging teams to submit creative ideas to delight their customers. This initiative harnesses employee creativity to forge stronger customer relationships through memorable experiences.

  1. Personal leadership practices in CX

Pauline, as a CX Manager, embodies leadership at the intersection of IT and customer centricity. Her personal habits and leadership strategies inspire her teams to deliver exceptional experiences. Here are three practices that stand out:

Personalized customer interactions: Pauline’s initiatives often feature personalized touches, such as curated travel packs for customers, underscoring the importance of meaningful and memorable customer engagements. This attention to detail fosters genuine connections.

Focus on cross-functional collaboration: By encouraging synergy across departments – be it marketing, delivery, or talent – Pauline ensures that every team is aligned with the company’s customer-focused mission. This collaborative ethos ensures a smooth execution of customer-centric strategies.

Championing a culture of continuous improvement: Pauline’s leadership centers not only on maintaining existing standards but also on relentlessly pursuing improvement through feedback and structural innovations like the Customer Insights Dashboard. Her adaptive leadership style empowers her team to perpetually evolve and enhance their impact.

Levi9’s example underscores a critical revelation in our ongoing journey of CX excellence: IT isn’t just about technical solutions but about understanding and enhancing the human experience. Through initiatives that resonate across organizational, team, and personal levels, Levi9 showcases the profound impact a customer-centric IT company can have on its customers and industry at large. Let this inspire your journey in creating a positive, sustainable customer experience.

Listen to the podcast episode here 

Let’s connect 

Are you looking for fresh insights on CX leadership or searching for a keynote speaker to inspire your team? Reach out to me on LinkedIn or explore more resources on my website.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

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 voor 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 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. 

 

/door

The CX leadership sweet spot: Where passion, skills & impact align

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 audience, the energy in the room was palpable. My keynote was uniquely crafted for their situation – different from my usual delivery. Exciting? Absolutely. Terrifying? A little. Could I engage them all in just 30 minutes? That was the challenge.

But you know what? That stretch – that mix of adrenaline, preparation, and deep engagement – is exactly what puts me in my sweet spot. Standing there, feeling the connection, receiving great feedback, and seeing my client’s satisfaction – it all reaffirmed that this is where I do my best work. Speaking, educating, and inspiring.

This is what it looks like when you’re in your sweet spot

What’s your sweet spot?

But let’s talk about you. How do you know when you’re in your sweet spot?

Finding your sweet spot is about recognizing those moments when you’re delivering your best work with maximum impact. Todd Henry describes it beautifully: it’s like hitting a tennis ball with the sweet spot of your racket – effortless and powerful.

Your sweet spot isn’t just a job or a specific task; it’s a state of being. It’s when your unique skills, passion, and the world’s needs align perfectly. It’s when people seek you out because they know you bring something special to the table.

If you’re unsure where to start, ask yourself:

  • What problems do I obsess over more than others, and why?
  • What do people always come to me for?
  • What outcome am I so committed to that I’m willing to push past discomfort to achieve it?

The sweet spot myth

Many believe that once you find your sweet spot, work will always feel effortless. Spoiler alert: not true. Sometimes, operating in your sweet spot means pushing yourself, stepping outside your comfort zone, and embracing the challenge. But the reward – the impact you create – makes it all worthwhile.

For me, tailoring a keynote to fit a unique situation requires time, energy, and focus. It’s not always easy. But the moment I step on stage, connect with the audience, and see their eyes light up – it’s all worth it. And, by the way, I landed that talk perfectly in 30 minutes – down to the last second! (Yes, I’m a pro ????)

Are you playing it safe?

It’s easy to move from project to project without truly reflecting on what lights you up and where you make the biggest impact. But the CX leaders I admire most are those who take time to pause, reflect, and align their work with their strengths. It requires courage. It involves strategic risks.

Ask yourself: Am I just going with the flow, or am I shaping my work to align with my true strengths?

Your sweet spot is needed

Your organization – and the world – needs your unique contribution. When you operate from your sweet spot, you don’t just feel more fulfilled; you also create massive value for your customers, your team, and your business.

So take the time to reflect, identify patterns, and lean into what makes you great. Your sweet spot is waiting. And trust me, once you find it, there’s no turning back.

Are you ready to stretch yourself and gain deeper insight into your own CX leadership sweet spot? Let’s talk! My next Dutch-spoken CX Leadership Mastermind is the perfect place to reflect, grow, and amplify your impact. Please email me at [email protected] to book a call and see if this is the right learning path for you.

Until next time, keep spicing up your Customer Experience leadership.

*****

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 voor 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 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. 

 

/door

How to sell your CX results like a pro

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, not results

Let me share a real-life example.

Last month, I hosted my In-Company Masterclass at a large Dutch organization. I asked one of the CX team members what their team had achieved. She was so proud and enthusiastically listed their efforts:

  • A fabulous system to gather the Voice of the Customer.
  • Mapping four customer journeys.
  • Hosting two large employee gatherings featuring customers.
  • Including the NPS explanation in new employee onboarding.

Sounds like a lot of great work, right? But as a CEO, my reaction would be:

“Congratulations on your hard work.” ☹

But that’s NOT what we are here for. We don’t get paid just to work hard. We are here to deliver results – for both our customers and the organization.

cx results quote

How to frame your CX efforts as impactful results

So, how could she have framed her team’s work differently?

I suggested using the STAR methodology – a technique often used in job interviews but also perfect for communicating your CX impact.

Let’s take the customer journey mapping example. Instead of saying, “We mapped four customer journeys,” she could have framed it like this:

  1. Situation
    We lacked a clear picture of our customer journeys, and we noticed a high number of repeat calls.
  2. Task
    Our goal was to understand why customers kept calling and use journey mapping to gain deeper insights into their needs.
  3. Actions
    In six months, we:
    – Mapped four key customer journeys
    – Identified 230 improvement points
    – Prioritized 25 key improvements
    – Organized two growth-hacking days with 50 colleagues to tackle customer communication, process mistakes, and contact center instructions
  4. Results
    – 15% fewer calls in those journeys
    – Improved CSAT (Customer Satisfaction Score)
    – Stronger collaboration between corporate and the contact center

Now, which statement do you think a CEO would care about more?

Be a STAR in communicating CX

Does this resonate with you?

Even if you don’t have hard numbers at hand, make sure you know how to frame your impact. Practice and prepare at least three STAR examples that showcase your CX results.

Don’t focus only on actions. It’s all about OUTPUT and RESULTS.

Until next time, keep spicing up your Customer Experience leadership.

*****

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 voor 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 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. 

 

/door

Have you spotted the Dunning-Kruger effect in your organization?

Have you ever sat in a meeting and thought, “They really believe they’re doing great when it comes to customer centricity, but I experience it completely differently…”? If so, you’re not alone.

This thought crossed my mind during a recent conversation with a client exploring whether I was the right speaker for their leadership event. It inspired me to write about something many of us have encountered but may not have a name for: the Dunning-Kruger effect and its impact on customer experience leadership.

What is the Dunning-Kruger effect?

The Dunning-Kruger effect is a cognitive bias that occurs when people with limited knowledge or ability in a specific area overestimate their competence. Meanwhile, those with greater expertise often underestimate their skills, assuming others know just as much as they do.

In leadership, this effect can result in overconfidence and poor decision-making. Leaders affected by this bias may genuinely believe they’re excelling – unaware of the gaps in their knowledge or the unintended consequences of their actions.

Here’s where it gets real: 68% of managers in a study of 42,000 leaders were found to overestimate their abilities, unknowingly falling into the Dunning-Kruger trap.

The impact doesn’t stop there. Research shows that:

  • Performance impact: Leaders affected by the Dunning-Kruger effect can reduce team performance by up to 50% compared to teams led by self-aware leaders.
  • Decision-making: In a study of 3,000 executives, those in the bottom 10% of leadership effectiveness were 6.2 times more likely to overrate their decision-making skills than those in the top 10%.

Why it matters for Customer Experience

Now, think about the ripple effect this has on your organization’s customer experience. Leaders might assume they’ve mastered customer-centricity while skipping customer feedback sessions or ignoring data. They might declare, “We’re already customer-focused!” even as their teams prioritize internal agendas over customer needs.

This isn’t about bad intentions – it’s about awareness. And as CX leaders, it’s our job to bring this awareness to light.

How to shine a light on the Dunning-Kruger effect

Here are three ways to help leaders and teams recognize blind spots and ignite transformation:

  1. Mirror reality
    Use customer journey maps, real feedback, or data to reveal the true customer experience. There’s nothing more eye-opening than hearing directly from customers. It sparks meaningful conversations and creates those “aha” moments where awareness begins.
  2. Highlight the best-in-class
    Show what top-performing, customer-centric organizations are doing. Comparing your organization’s approach to industry leaders encourages reflection and reveals areas for growth. Ask the critical question: “How do we measure up?”
  3. Encourage self-reflection
    Help employees and leaders compare their beliefs about customer-centricity to actual customer feedback in a safe and constructive environment. For example, let them listen in at the contact center, or better yet, bring in an external speaker to guide the conversation. This is where I come in. As a speaker, I create a mix of CX knowledge, self-reflection, and serious fun to help leaders recognize gaps and commit to change.

The leadership challenge

Transforming mindsets isn’t easy. It requires persistence, empathy, and creativity. But when those lightbulbs go on, it’s magic. Leaders start making decisions rooted in data and customer feedback. Teams align their efforts to truly deliver on customer expectations.

And here’s the truth: Sometimes, it takes an outside voice to spark those moments of clarity.

Let’s explore if I’m the right speaker for your organization

If you’re looking for a keynote, CX game, or executive workshop to challenge your leaders, ignite new ways of thinking, and inspire meaningful action, let’s talk!

Whether it’s the CX game, a keynote, or an executive CX workshop, we’ll dive into the core of customer experience and help leaders see things in a whole new light.

Reply to this blog and we’ll discuss your audience, goals, and opportunities to create transformation in your organization.

Because transformation begins with awareness – and awareness begins with that aha moment. Let’s create it together.

Until next time, keep spicing up your Customer Experience leadership.

P.S. With 68% of leaders potentially overestimating their abilities, who in your organization needs to see the bigger picture today? Let’s make it happen!

*****

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 voor 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 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. 

 

/door
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Transforming government with CX – A conversation with Robert Vels (+ podcast)

In the fast-evolving world of customer experience (CX), one area often overlooked is the public sector. Yet, it’s here where CX can make a profound impact, helping to restore trust, improve services, and build stronger connections between governments and their citizens. That’s why I’m thrilled to share the latest episode of the CX Leadership Talks Podcast, featuring Robert Vels, CX leader at the Netherlands Enterprise Agency (RVO) and a pivotal force for CX transformation in the Dutch government.

As a CX speaker and educator, I’ve had the privilege of working with leaders who are pushing boundaries and Robert is one of them. In this episode, we dive deep into his work, which goes beyond his role at RVO to influence customer experience practices across government agencies in the Netherlands.

Why CX in government matters

In our conversation, Robert highlights the critical role CX plays in fostering trust between governments and citizens. With a strong belief that excellent service delivery can rebuild faith in public institutions, Robert has taken bold steps to embed CX at the heart of government operations.

He shares a powerful story of a business owner who lost trust in government services due to poor experiences, a moment that solidified his passion for improving the public sector’s approach to customer-centricity.

Key takeaways from the episode

  1. CX as a lever for trust: Robert explains how focusing on the customer perspective – rather than just processes or policies – can drive trust and satisfaction.
  2. Building CX from the ground up: Learn about the creation of a government-wide CX maturity model, a standardized metrics framework, and how these tools are helping agencies identify gaps and measure progress.
  3. Engaging leadership: Discover how Robert and his team are encouraging senior leaders to connect directly with citizens and make customer-centric behaviors part of their daily routines.
  4. The power of community: Robert shares insights on the thriving CX community within the Dutch government, where knowledge sharing and collaboration are driving systemic change.

Why you should listen

This episode is not just for government professionals – it’s for any CX leader looking for inspiration on how to drive meaningful change in large, complex organizations. Robert’s approach is practical, visionary, and filled with actionable insights that can be applied in any sector.

How this episode helps you as a CX leader

As a CX speaker and educator, my mission is to inspire leaders like you to take bold steps in your organizations. Listening to this episode will spark ideas on how to:

  • Tackle cultural and organizational challenges in embedding CX.
  • Build leadership alignment around customer experience.
  • Use metrics and storytelling to make CX real and actionable.

Listen now

Ready to be inspired? Tune in to this episode of CX Leadership Talks and learn how Robert Vels is leading the way in government CX transformation.

Listen to the podcast episode here 

Let’s connect 

Are you looking for fresh insights on CX leadership or searching for a keynote speaker to inspire your team? Reach out to me on LinkedIn or explore more resources on my website.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

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 voor 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 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. 

 

/door
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AI for CX Leaders: Practical strategies you can’t ignore (+ podcast)

The age of AI is here, and as CX leaders, it’s no longer a matter of if but how we adapt to this revolutionary shift. In the latest episode of CX Leadership Talks, I had the pleasure of speaking with Mia Liljeberg, an expert in digital leadership with an impressive background in change management and AI transformation. From her early career in Australia to her current role as a global speaker and consultant, Mia has been at the forefront of helping organizations embrace the opportunities AI presents. 

If you’re curious about how AI can drive customer experience (CX) transformation, enhance productivity, and spark creativity within your organization, this conversation is packed with actionable insights. 

Why AI matters for CX leaders

In our discussion, Mia emphasized that AI isn’t just another tool, it’s a game-changer for CX. She distilled its impact into three key areas: 

  1. Personalization: How AI tailors customer interactions, creating highly customized experiences that meet individual needs. 
  2. Prediction: The power of analyzing vast datasets, both structured and unstructured, to anticipate customer behavior and improve decision-making.
  3. Productivity: Streamlining operations and automating repetitive tasks to free up time for more strategic work.  

Mia shared practical examples, such as how luxury resorts use AI to predict guest preferences and weather impacts, enabling hyper-personalized service. For CX leaders, this highlights the importance of leveraging AI to stay ahead of customer expectations.  

Breaking down common misconceptions 

One of the biggest myths Mia debunked is the belief that high-tech equals low-touch. Instead, she argued that AI, when implemented thoughtfully, amplifies human connection. For example, by automating routine tasks, frontline employees can focus more on delivering memorable, high-touch experiences. 

Another misconception? That AI makes us less intelligent. On the contrary, Mia explained how AI reveals blind spots, offering fresh perspectives and supporting better decision-making. 

The ethical imperative of AI

Mia also shed light on the ethical challenges AI presents. CX leaders must ask critical questions: 

  • Are we using customer data responsibly? 
  • How do we ensure AI implementation aligns with sustainability goals? 
  • Are we creating psychological safety for employees as they adapt to AI-driven changes? 

Her advice? Always take a holistic approach by considering the impact on employees, customers, and the wider community. 

Practical steps to get started 

If you’re wondering where to begin, Mia suggests starting small: 

  • Experiment with AI tools like ChatGPT or Copilot for productivity tasks. 
  • Collaborate with your teams to identify AI opportunities that enhance customer and employee experiences. 
  • Foster a culture of curiosity and learning to ensure AI adoption is both inclusive and impactful.  

Why you should listen to this episode

This episode of CX Leadership Talks is not just about AI – it’s about how CX leaders can harness its power to innovate, inspire, and lead with purpose. From Mia’s inspiring stories to actionable strategies, this conversation is a must-listen for anyone looking to elevate their leadership in the digital age. 

Ready to explore how AI can transform your CX strategy? Listen to the full episode now and join the conversation! 

Listen to the podcast episode here 

Let’s connect 

Have questions or insights on AI in CX? Let’s keep the discussion going! Reach out to me on LinkedIn or explore more resources on my website.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

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 voor 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 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. 

 

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Do you dare to dream? My 10-year journey in entrepreneurship

This year marks a major milestone for me: ten years of entrepreneurship. As I reflect on this incredible journey, I’m filled with gratitude for everyone who has been part of it. But more than that, I want to share my story with you – not just to celebrate, but to inspire you to ask yourself one powerful question: “Do I dare to dream, and am I living that dream?”

How it all began

Let me take you back to May 16, 2014, a day that started with excitement and ended with life-changing clarity.

I had just bought my dream apartment in Utrecht: a loft in a converted hospital. The keys were finally in my hands, and I couldn’t wait to experience it. I spent the night there with nothing but an airbed, a bottle of wine, and a bag of crisps. It was a moment of pure pride – 42 years old, a single mom, financially independent, with a great job and amazing friends. Life was good.

But that night, while scrolling through Facebook, I came across a post that stopped me in my tracks. My former colleague and mentor, Aad, had passed away.

Aad was a wise and gentle soul who had once asked me a question I couldn’t shake: “Do you dare to dream, and are you living that dream?”

As I sat in my empty apartment, his words hit me harder than ever. The truth? I didn’t have an answer.

Defining the dream

In that moment, I grabbed a piece of wallpaper and started writing. What was my dream?

It poured out:

  • I wanted to be an international speaker.
  • I wanted to help companies become truly customer-centric.
  • I wanted adventure and the freedom to see what would happen when I stepped into the unknown.

The path became clear: I would leave my corporate job as a CX leader at KPN and start a new chapter as a speaker and CX entrepreneur.

nienke podium

The very first snapshot of me as an international speaker, taken on stage in March 2015 at an Amadeus event in Barcelona.

A question for you

Now, ten years later, I can tell you that daring to dream – and taking action – changed my life. It wasn’t easy, but it was worth it.

So, let me ask you the same question Aad asked me: “Do you dare to dream, and are you living that dream?”

Take a moment to reflect. Grab a piece of paper (or wallpaper if you want ????) and write it down. What is your dream? What’s holding you back?

As a leader, your dream has the potential to inspire your team and transform your organization. So, what’s your vision for 2025? Say it out loud, write it down, and share it.

Dreams are meant to be lived

This life is yours. Don’t let it slip by without daring to dream and taking the steps to make it real. Remember, dreams do come true – but only if you give them a chance.

So, what’s your dream? And more importantly, what will you do to live it?

Until next time, keep spicing up your Customer Experience leadership.

 

*****

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 voor 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 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. 

 

/door