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The five life trends 2025 – A conversation with Bart Verouden, CCXP

The world of customer experience does not stand still. Expectations shift, technology evolves, and trust is always being tested. As CX leaders, it is our job to look beyond the day-to-day and spot the signals of what is coming. 

That is exactly why I invited Bart Verouden, CCXP, Senior Manager Innovation & Business Development at Accenture, to join me on the CX Leadership Talks podcast. Bart is a Lean Black Belt, a lifelong learner, and part of the team at Accenture Song that publishes the annual Life Trends Report.

I will be honest. I have seen plenty of trend reports in my career. Some are fluffy, others too abstract. But when Bart first presented the Life Trends Report at a CXPA session, I was blown away. His ability to make complexity simple, while connecting the dots between research, human behavior and practical action, makes these trends not just interesting but essential. 

The five life trends for 2025

  1. The cost of hesitation
    Fake news, deepfakes and scams are everywhere. More than half of people worldwide have seen false or misleading content online. This erosion of trust leads to hesitation. Customers pause before clicking, buying or sharing. For CX leaders the challenge is clear. Build confidence, remove doubts and make every interaction trustworthy.My reflection: Recently I received an email from my bank about a refund. My very first thought was “this must be a scam.” Only after checking in the banking app did I believe it was real. That immediate hesitation shows how fragile trust has become. 
  1. The parent trap
    Parents today are raising children in a digital world without a playbook. Technology brings connection and learning, but also risks. People expect companies to take responsibility by setting safer defaults, creating transparent products and guiding healthier digital habits. CX leaders can play a role here by shaping ethical and family friendly experiences.My reflection: I see it with my 12 year old stepson. He plays Roblox and other online games that I hardly understand. As parents we cannot guide everything, so companies must think carefully about their role in shaping safe and healthy digital habits. 
  1. The impatience economy
    We live in an age of instant answers. Influencers thrive because they are quick and relatable, while traditional institutions often move too slowly. Customers expect the same speed from brands but without losing depth and quality. This trend challenges us to rethink communication. Short, sharp, trustworthy and delivered in the right format.My reflection: At our CX Masterclass, participants often have practical questions. I used to answer them one by one by email, but now I built a chatbot that gives 99 percent of the answers immediately. People no longer have to wait, and the friction is gone. That is impatience economy in action. 
  1. The dignity of work
    Happy employees create memorable customer moments. Disengaged ones make experiences feel purely transactional. More organizations are finally seeing the direct link between employee experience and customer experience. For leaders this means investing in autonomy, trust and meaningful work. Dignity flows directly into every customer interaction.My reflection: In Gothenburg I returned three times to the same restaurant. The food was excellent, but the waiter never once acknowledged us as regular guests. No smile, no “welcome back.” It turned every visit into a transaction. Dignity of work matters, because it shows in every customer moment. 
  1. Social media rewilding
    After years of everything digital, people are craving more authentic and real-world connections. It is not about abandoning technology but about balance. Customers want digital tools that support their lives, not replace them. For brands the challenge is to create joy offline as well as online, blending convenience with human touch.My reflection: I notice this myself on LinkedIn. Posts where I share something personal often get far more interaction than pure content posts. People crave authenticity. They want to see the human behind the professional, and brands should never forget that. 

Why this matters for CX leaders 

These are not buzzwords. Each trend reflects a shift in how people behave, what they expect and how organizations must respond. As Bart puts it, growth follows when people feel understood. 

For me, that is the essence of CX leadership. Understanding people, whether customers, employees or society, and then designing experiences around real needs. 

Listen to the episode 

If you want to stay ahead as a CX leader and prepare your organization for what is next, this episode is for you. 

You can listen the full episode here.

And please let me know: which of these five trends resonates most with you and your organization? I would love to hear your thoughts.

Want more CX leadership insights? Connect with me on LinkedIn, and sign up for my weekly CX Greetz.

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

Push the button: Finding flow in CX Leadership

Every summer I meet my business friend Mia in Gothenburg. We’ve made it our tradition to spend a few days together: reflecting on where we want to go, what we want to let go of, and which actions need to be taken. And of course, we always mix business with pleasure with plenty of fika (and cinnamon buns), shrimp dinners, and long walks along the harbor.

This year, one theme kept coming back in our conversations: flow.

The power of flow

Flow is that powerful state of mind where you’re fully immersed in what you’re doing. Time disappears. Ideas pour out. You feel brilliant and unstoppable.

Psychologist Mihály Csíkszentmihályi, who first researched flow, found that people in flow are not only more productive, but also report higher levels of satisfaction, creativity, and happiness. Flow happens when challenge and skill are in perfect balance: you’re stretched, but not overwhelmed.

For me, I often find flow when I write, though I can procrastinate just as easily. Another place I find it is when I connect with CX professionals. Listening to your challenges, sharing insights, and feeling that spark of connection. That’s when I know my work as CX leadership educator brings value.

But here’s the thing: flow doesn’t just happen by accident. It takes intention. Clear goals. Blocking time in the calendar. And sometimes… you simply need to push the button.

The art of pushing the button

In Gothenburg, I was reminded of this quite literally. At the waterfront cabins where we stayed, there was an art installation: a big brown structure with a button. Naturally, I pressed it. And suddenly water started flowing.

Isn’t that synchronicity at its finest? The universe handing me the perfect metaphor: when you push the button, flow begins.

What’s your CX button?

So, let me ask you:
What brings you real joy and impact in your CX leadership  and what’s the button you need to press to make it happen?

Here are seven CX buttons you might want to try:

  1. The engagement button – Invite your leadership team to join a customer call-back session.
  2. The strategy button – Carve out time to update your CX strategy and roadmap, instead of being stuck in daily issues.
  3. The measurement button – Decide which KPIs truly matter, and let go of vanity metrics.
  4. The education button – Invest in your own growth and skills (for example, by joining the CX Accelerator).
  5. The celebration button – Pause to celebrate CX successes with your team before rushing to the next task.
  6. The simplicity button – Remove one annoying process or friction point for customers this month.
  7. The focus button – Say no to one initiative that doesn’t serve your CX strategy.

Big or small, every button counts. The key is to make a conscious choice, press it, and see the flow that follows.

Ready to invest in your own growth?

As Csíkszentmihályi said: flow happens when challenge and skill are in balance. And let’s be honest: our profession is challenging. The best way to stay in flow is to keep working on your own knowledge and skills.

I came back from Gothenburg fully inspired, smiling, and yes,  flowing. And I hope this story nudges you to press your own CX button.

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
,

CX Leadership this summer: The power of ONE

Summer is here. Or almost. And with that, things tend to slow down. Calendars are lighter, inboxes quieter, and if we’re lucky, there’s a little more room to breathe. It’s a perfect moment for reflection. And for taking a different kind of CX leadership action.

Not by launching new programs or crafting complex roadmaps.
But by doing something smaller. Much smaller.

Something I call the Power of ONE.

What is the Power of ONE?

It’s a mindset I’ve embraced in my own work recently. Especially when doubt creeps in.
When I wonder if this newsletter reaches people. If my podcast episode lands. If I am doing enough.
And then someone tells me. They listened. They acted. They felt inspired. That’s when I remind myself:

If I inspired one person, it’s a success.

That’s the Power of ONE.

But this isn’t just about me. This is for you too. Especially if you are a CX leader.

Your summer challenge

In my latest podcast episode, I invite you to take CX leadership in a different direction this summer.

The episode is called:
CX Micro-Missions: Scale is overrated. Start small. Start now.

And in it, I share three simple CX missions. Each one includes practical actions you can take right away.
Think of ideas like:

  • Call one customer who gave tough feedback.
  • Send a handwritten thank-you to a long-time client.
  • Share a short story that brings CX to life.
  • Thank a quiet hero on your team.
  • Reflect on one mistake and share what it taught you.

These are small things. But they build connection. They build trust. They create a ripple.

The inspiration for this episode came from a Harvard Business article on leadership and trust.
It said that leaders set the tone for culture through their actions.
That authenticity, transparency and vulnerability are key ingredients for trust.
And trust is what fuels change.

How to join the challenge

Here’s my summer challenge for you.
For every week that you work this summer, pick one of the micro-actions from the episode. Just one. And do it.

You don’t need a plan. You don’t need a project. You just need to act.

And I am curious. What will your ripple look like?

Listen to the episode

CX Micro-Missions: Scale is Overrated. Start Small. Start Now.

Let’s keep it human. Let’s keep it simple.
Let’s start small. Let’s start now.

Want more CX leadership insights? Connect with me on LinkedIn, and sign up for my weekly CX Greetz.

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
,

What female CX leaders can learn from the rules nobody teaches you

On this week’s podcast, something different. For once… it’s in Dutch. Why? Because the topic we discussed hit close to home and needed to be said the way we say things here: clear, direct, and with a touch of gezelligheid.
But don’t worry – here’s the essence in English. Because whether you speak Dutch or not, this is a game you’ll want to win.

The game no one told you about

Together with Elisa de Groot, gender diversity expert and co-founder of InTouch Female Leadership & Career Academy, we talked about the game being played in most organizations. The one with unwritten rules, hidden power plays, and archetypes that influence who gets the credit, who gets promoted, and who is simply… ignored.

Elisa has been helping women navigate these dynamics for nearly 30 years. And she’s not about pretending to be someone else. She’s about helping women expand their behavioral toolkit, so they don’t just work hard, but work smart.

For CX and customer service leaders: this is for you

As women in customer experience, we often lead with purpose, passion, and content. But when we don’t see our ideas landing, or we get passed over for opportunities, or we discover someone else is earning more for the same work, that hurts. Been there, done that. And I shared my own story on the podcast.

Key takeaways you should know:

  • Success isn’t just about your content, it’s about how you play the organizational game.
  • Influence starts with visibility. Stop hiding your ambition. Speak it out loud.
  • Strategic doesn’t mean inauthentic. It means using both your feminine and masculine qualities.
  • Start small. Try keeping a weekly “Tadaa notebook” where you list your successes. (Brilliant tip from Elisa.)

Why this matters

Because when women in CX rise, organizations get better. Customers are served with empathy and strategy. Teams get stronger. And let’s be honest: you deserve the recognition, salary, and authority that matches your talent.

Want more?

Elisa and I are co-hosting a Dutch masterclass on Stratego for Women on November 18. If you’re in the Netherlands (and speak Dutch) and want to expand your influence as a CX leader – you’re very welcome. Click here for more info.

And even if you don’t speak Dutch: this episode is a powerful reminder to look beyond your to-do list and start playing the bigger game.

Now it’s your turn.

What’s one thing you can do today to act more strategically?

Let me know – I love hearing from you.

Want more CX leadership insights? Listen to the full episode, connect with me on LinkedIn, and sign up for my weekly CX Greetz.

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

Is your CX strategy the plan of a winner?

The 112th edition of the Tour de France kicks off on July 5 in Lille. The riders are trained, the jerseys are clean, the teams are ready. Everyone’s eyes are on the yellow jersey.

And me? I found my own cycling inspiration this week. Right in the heart of Amsterdam.
No bike in sight. Just a stage and one powerful leader.

I had the pleasure of attending a GRAYSE network session (thank you, Cas!) at HEMA HQ, where CEO Saskia Egas Reparaz shared her story. And wow, what a story.
Visionary. Warm. Bold. Human. She completely owned the room.

From trailing behind to taking the lead

When Saskia stepped into her role four years ago, HEMA – the much-loved Dutch brand, now 99 years old – was stuck. Too many projects. No clear direction. Progress? Minimal.
Or as she put it: “We were trailing at the back of the pack.”

So what did she do?

➡️ She chose to focus.
She and her team made a not-to-do list.
Wholesale in Spain? Stop.
Working in English while being a proudly Dutch brand? Stop. Dutch became the main language again.
That clarity created space to move forward.

➡️ They redefined their strategy with purpose.
A more beautiful everyday life.
They reconnected with customers. Refreshed the stores. Reimagined the product lines. And most importantly: revitalized their culture.

Saskia shared one of her favorite examples: the grow-along baby onesie – de meegroeiromper. Instead of a onesie your baby outgrows in a month, this one grows with them. Practical. Beautiful. Sustainable.
That’s customer experience aligned with purpose.

➡️ She didn’t wait for perfection. She started riding.
What stuck with me most was Saskia’s mindset.
She didn’t wait for the perfect moment or flawless strategy.
She said: “Better an imperfect plan executed, than a perfect plan on the shelf.”

Now, four years later, HEMA is back in the race. As Saskia puts it: “We’re in the peloton now, and ready to leap forward.”
Ready to chase that yellow jersey.

And how does she keep her team sharp?

With one simple, powerful question:

“Is this the plan of a winner?”

So now I’ll ask you the same.

Are you ready to shift gears in your CX strategy?
Are you sitting in the peloton, waiting for the perfect moment… or are you ready to lead?

If you want to sharpen your CX vision, bring more energy into your strategy, or simply get moving again – I’m here to help. Whether you need a CX sounding board, a strategic sprint, or a fresh pair of eyes.

Let’s make sure your strategy is the plan of a winner.

I’ve got my blue dress on and I’m cheering you on – go for that yellow jersey!

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

Why warmth might be your most powerful leadership skill (even in CX)

Let’s start with something every customer experience leader needs to know.

Not just a “nice-to-know” insight, but the kind of truth that reshapes how you lead.

According to research by Drs. Susan Fiske and Nicolas Kervyn from Princeton University, people judge others – yes, including us CX professionals – based on two qualities: warmth and competence.

Warmth is about friendliness, trust, and empathy.
Competence is about skill, results, and effectiveness.

Now here’s the surprising part:
In collaboration, warmth often matters more than competence.

People would rather work with a Lovable fool than a Competent jerk. Why? Because warmth builds trust. It opens the door to real conversations. It creates a feeling of safety. And when you combine it with actual competence, that’s when real leadership power shows up.

There’s even a model for it (you know I love a good visual):

  • Lovable star (High warmth, high competence): desperately wanted
  • Competent jerk (High competence, low warmth): mostly avoided
  • Lovable fool (High warmth, low competence): mildly wanted
  • Incompetent jerk (Low warmth, low competence): desperately avoided

A real-life Lovable star in the Dolomites

Last week, I saw this theory in action. Call it real-life research.

We were supposed to head to Tuscany to see the Mille Miglia. But with 34 degrees forecasted, we pivoted.
New plan: the Gloriette Guesthouse in Oberbozen, nestled in the Italian Dolomites. Just 25 rooms. A rooftop infinity pool (yes, that photo). And a soul as generous as the surrounding mountains.

The service? Impeccable. Warm and professional. But one person stood out.

Andi, the owner, who runs the hotel with his wife Junika.
He checks in guests himself. Chats during breakfast. And on Thursdays, he hosts a wine tasting (he’s a certified sommelier) filled with stories, passion, and local pride. Of course we joined ????.

Andi knows what he’s doing. He does it with grace. And he does it with a smile.
True competence. Even greater warmth.

He doesn’t just run a hotel. He creates a feeling.
That’s what made him, without a doubt, the Lovable Star.

And that energy? It sticks.

The pitfall of the Competent jerk

Confession: when I get busy or hyper-focused, I can lose my warmth.
I get snappy. Quick. Impatient. (Sorry!)

Not exactly the vibe you want – unless you’re aiming for “Competent jerk in a blue dress.”

So I took a moment. Floated in the rooftop pool. Reconnected.

I may have looked like a full-blown influencer, but what I really did was reset.
Breathe. Reflect. Remember who I want to be.

Not just skilled. But kind.
Not just effective. But empathetic.
Not just competent. But warm and competent – in balance.

So, CX leader, here’s your reflection:

  • Where do you land on the Warmth-Competence matrix?
  • Are you showing up with warmth in your meetings, feedback, hallway chats?
  • Are you the Lovable star – or is it time for a reset?

Because the truth is:
People don’t just follow smart leaders.
They prefer working with warm ones.

So whether you’re running a workshop, leading a session, or sending feedback – bring both:

Your competence.
And your warmth.

That’s where powerful CX leadership begins.

And PS: if you’re ever looking for an unforgettable stay in the Dolomites, check out Gloriette Guesthouse. My holiday is over, but I’m bringing a fresh dose of warmth back to Utrecht. CX hugs all around.

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 messy office, the Egypt joke, and a much-needed kick in the pants

Two moments this week made me stop, look in the mirror… and finally get my act together.

Moment one: a cheesy joke that hit a little too close to home

I was re-reading No Excuses by Brian Tracy (yes, that old classic), when I came across this line:

“Denial is not a river in Egypt.”

At first, I didn’t get it. Cue the Scooby-Doo face: eyes squinting, brow furrowed, and that confused “Huhhh?” sound. (Yes, I’m showing my age here.)

And then it landed. Hard.

The quote appears in a chapter about self-discipline and courage – about facing fears and moving through resistance.

Suddenly, I saw my office. You know, the part that doesn’t show on Teams. The piles of books. The speaker materials. The overflowing cabinets. It’s been like this for over two years.

I see it every day. I don’t like it. But I’ve been telling myself it’s “not that bad.”
Denial with a capital D.

Moment two: someone else’s challenge lit a fire under me

Later that week, during a CX Leadership Masterminds session, one of the participants brought a real challenge to the table. We brainstormed, reflected, explored… but she couldn’t commit to action.

So I asked her, “When are you going to plan time to start?”

She said, “Tomorrow.” And she promised to post her progress in our WhatsApp group.

After that call, I looked at my office again. BAM.
When was I going to stop pretending and do the same?
When was I going to create some accountability?

I had two options:

  • Keep saying I’ll get to it “someday”
  • Or finally get help, with accountability built in

So I Googled. Found a professional organizer in Utrecht. Called her. We’re meeting for an intake next week, and I hope to start somewhere in June or July.

She loves organizing. I love helping CX leaders spice up their leadership – or go for a long walk. Win-win.

This isn’t a sales pitch. It’s a nudge.

Because maybe… there’s a Denial river quietly flowing somewhere in your CX life too?

That stakeholder you’ve been meaning to call.
That customer journey that’s been 80% done since last year.
That blocked time in your calendar to finally work on your CX Strategy for 2027.

No more excuses.

You’re human. Things feel big and overwhelming sometimes. That’s okay.
But at some point, it’s about deciding. Acting. And finding accountability.

Tell a friend. Book time. Hire help. It all works.

I’ve been training with my personal trainer Mounir (@iwannaburnfat) for over six years. Without his accountability? I’d have quit in week three.

So… what’s your version of my messy office?

The thing you see every day but try to ignore?
I challenge you: call it out. Decide. Take one small action. Today.

And if you’re curious – yes, I will share a before-and-after photo of the office. Just to keep myself accountable too.

Now tell me… what’s your “office project”? Please send me a message – I’d love to hear 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
,

Bringing customers back: The power of memorable moments in CX

As a passionate advocate for customer experience, I continually seek ways to make CX not just effective, but extraordinary. That’s why, in my latest episode of CX Leadership Talks, I introduced a new framework close to my heart: the CX Boomerang. This isn’t just about ticking boxes – it’s about creating business value by crafting experiences your customers will remember and return to, again and again. 

Why memorable experiences matter more than ever

We live in an era where meeting expectations is no longer sufficient. To forge lasting loyalty, we must focus on what customers actually recall: the standout moments that shape their memory of your brand. Insights from Daniel Kahneman’s research on the “experience vs. memory” gap show us that people remember the peaks and the endings, not every interaction. If you want customers to return – just like a boomerang – your CX must intentionally create these moments. 

Introducing the CX Boomerang model

Drawing inspiration from the Forrester CX triangle and the practical wisdom of “The Power of Moments” by Chip and Dan Heath, I’ve developed the CX Boomerang model. What sets it apart? Its four distinct pillars: 

  • Effective – Meet real customer needs and solve tangible problems. 
  • Easy – Reduce friction and make every interaction seamless. 
  • Enjoyable – Infuse delight, personality, and that all-important human touch. 
  • Memorable – Build signature moments that imprint your brand on your customers’ minds. 

When you hit the sweet spot between business value and customer value – aligning these four Es – you don’t just serve customers; you turn them into loyal advocates. 

From theory to practice: Small moments, big impact

My mission as a CX educator is to make customer experience practical and actionable. A few simple but powerful examples from the episode: 

  • Coolblue’s laundry delivery: Not only do they deliver and install your machine, they remove the old one – a flawless, no-hassle transition that customers talk about. 
  • Emirates’ Polaroid keepsake: A first-class upgrade marked not just by luxury, but by a flight attendant snapping a Polaroid to commemorate the occasion – transforming a flight into a cherished memory. 
  • Dental practice greeting cards: When a patient cancels due to illness, a handwritten “get well soon” card follows. Is it scalable? Absolutely, when systems and culture align. 

These are more than gestures; they are strategic choices embedded into company processes and culture, designed for consistent delivery and measurable uplift in loyalty. 

Create your own Boomerang effect

Ask yourself – as a CX professional, business leader, or passionate entrepreneur – where in your journey can you inject a moment that customers will never forget? Whether you take a comprehensive, constructive approach or start small with a memorable surprise, the return on effort can be exponential. 

The beauty of the CX Boomerang is its scalability and adaptability. It’s not about perfection at every touchpoint, but about designing deliberate, positive peaks that win both hearts and business. 

Curious to learn more? Let’s go further, together

This episode was created to challenge, inspire, and equip you to elevate your CX practice – whether you’re a seasoned leader or just beginning. If you’re ready to transform your customer journeys into engines of loyalty and growth, I invite you to listen to the full podcast episode here for practical advice, fresh insights, and even more real-life examples. 

You’ll find value not just in the frameworks, but in the stories and actionable steps you can apply right away. And if you’re looking for a keynote speaker, educator, or CX advisor who doesn’t just teach the theory but lives and breathes customer experience, I’d love to connect. 

Let’s create customer moments that boomerang back to your business – again and again. 

Here’s to delivering moments that matter and watching your business value boomerang back to you. 

Want more CX leadership insights? Listen to the full episode, connect with me on LinkedIn, and sign up for my weekly CX Greetz.

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
,

CX is a pilgrimage – According to AI

Episode 53 of CX Leadership Talks is unlike anything I’ve shared before.

While I was in Singapore recently, exploring the world of Artificial Intelligence – from smart chatbots to creative content tools – I had an idea. What if I handed over the mic… to AI?

I gave an AI called Notebook LM access to my book CX is a Pilgrimage, and let it do what it does best: analyze, remix, and create. The result? Episode 53 of my podcast, entirely written and voiced by AI. No blue dress. No Nienke voice. Just my ideas, reimagined in a completely new way.

It’s a little weird.
It’s very experimental.
And honestly… it’s kind of brilliant.

I believe in staying curious. In trying things before I fully understand them. In testing what technology can mean for our work in customer experience. This episode is a playful, surprising example of exactly that.

So: ready to hear what AI thinks about CX is a Pilgrimage?

Listen to episode 53 here.

Let me know what you think. Is this the future of CX storytelling?

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 Boomerang effect: How a hidden bar inspired a new Customer Experience model

Last week, I had the pleasure of visiting Singapore – and what a week it was! I spoke at the APSS Speaker Summit, met fabulous fellow professionals, and on one unforgettable evening, hosted The CX Game at a local CX Meetup. A big thanks to Avi Liran for the connection and Irene Lim for the organization. And no, we didn’t meet in a conference room. Not in a hotel ballroom. But in a hidden speakeasy cocktail bar, tucked inside a historic colonial building: Chandu Bar.

And that evening? It didn’t just stay with me.
It sparked a whole NEW CX insight.

Let me explain.

I had the honor to speak to a group of 30 Certified Speaking Professionals, I could say, the crème the la crème of the speaker world. From Australia, to Malaysia, from the USA to India. Many of them sell keynotes and training – and I wanted to help them think through the customer experience they offer. I started with the fundaments, Forrester CX Pyramid: Effective, Easy, Enjoyable. But I felt… something was missing.

Because truly exceptional experiences?
They don’t just meet expectations, they are not just easy and enjoyable. No, those professionals want their experiences to be remembered. To be sticky. Not just their stage presence. But in the whole customer journey.

So I played around with the Forrester CX pyramid and… added a fourth layer: Memorable.
And that’s how the Boomerang CX Model was born, to show how great CX brings customers back. How to get repeat business (and boost ROI)!

Introducing the Boomerang CX Model

Let’s walk through the layers, and I am using that night at the Chandu bar as the example – to make it practical:

✅ Effective – Meeting needs

Chandu Bar, hidden within The Robertson House, does exactly what it promises: a crafted cocktail experience in a luxurious, history-rich environment. From the welcome to the drink menu, it delivers.

✅ Easy – Effortless

Finding it? A little tricky (as all good hidden bars are). But once inside, it’s smooth sailing. Quick, attentive service. Clear communication. Delicious drinks, no hassle. Even the ordering process was a breeze.

✅ Enjoyable – Positive emotion

The vibe? Spot on. Jazz in the background. Thoughtful interior design that nods to the past, because this was the place where Dr Robertson hosted his inner circle. Smoking Opium and doing business. And staff who actually enjoy sharing the bar’s story. I could feel the pride and passion, it was infectious.

✅ Memorable – Lasting impressions

Now here’s the magic: the coin.
A symbolic token shaped like the moon, a nod to the word “Chandu” (which means “opium” in Malay and “moon” in Hindi). The bartenders sometimes gift this to special guests, inviting them back for a drink, no strings attached.

That night, Kuma and Carlo, our wonderful hosts, gave me one too. A small gesture, yes. But one I’ll never forget. A token that is now on my desk in the Netherlands and I will always think back to that CX game nights in the Chandu bar.

That’s the Boomerang. That’s what brings people back. That’s what turns a good experience into a story you tell your friends, and why I gave the bar a five star review on Google and will tell all my friends to go.

How to translate this to your CX Leadership:

There are two questions worth asking when it comes to being memorable and that I want to give to you:

  1. What do your customers remember now about your organization’s customer experiences?
  2. Where in your journey could you add a memorable moment — like the Chandu coin?

So now, dear CX friend, I’d love your thoughts.

What do you think of the Boomerang CX Model?
Does it resonate with you? Would you add or change anything? Would you use it? Feel free to share your insights in the comments!

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