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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
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Start 2025 with intention: A CX leader’s guide to goal setting

Gelukkig nieuw jaar! Happy New Year!

A fresh year has arrived, and with it comes an opportunity to reflect, reset, and recharge. As always, I kicked off the new year by setting clear goals – though this year. I was a little late. On January 5th, I carved out time in my calendar to map out where I want to go, both personally and professionally. This annual ritual is inspired by Rachel Brathen’s From the Heart podcast (yes, the artist formerly known as Yoga Girl).
Since this practice has been so impactful for me, I thought: why not create something similar for you, my fellow CX leaders?

January 6th: A day for revelations and fresh starts

Here’s a fun fact: today is January 6th – Epiphany! Known as “Three Kings’ Day” in many cultures, it’s a day traditionally associated with revelations and fresh beginnings. So, what better day to have your own CX epiphany and start planning your 2025 goals with intention?
I’ve recorded a podcast to help you set purposeful goals and lead with clarity this year. But before you hit play, let me share three reasons why intentional leadership is critical for CX leaders like us:

1. Intentional goals inspire confidence in teams

Teams thrive under leaders with clear, intentional goals. According to Deloitte’s Global Human Capital Trends, 80% of employees value clarity and purpose in leadership decisions.
As a CX leader, your team looks to you for direction. By communicating a purposeful vision, you foster trust and inspire your team to rally behind the mission.

2. Intentional leadership reduces decision fatigue

Leaders make an average of 35,000 decisions per day. For CX leaders, this includes juggling emails, customer requests, and team challenges – all of which can lead to decision fatigue if priorities aren’t clear.
By leading with intention, you simplify decision-making, focusing only on what truly matters for your customers, your team, and yourself.

3. Intentionality creates alignment and focus

When you set purposeful goals, your entire organization benefits. According to McKinsey, organizations with aligned leadership achieve 40% more measurable impact.
For CX leaders, this means better strategies, better results, and – most importantly – happier customers.

Your chance to lead with intention

This is your moment to pause, reflect, and carve out time to work intentionally – not just for yourself, but for your team, your organization, and the customers you serve.
To help you get started, I’ve recorded a podcast episode where I reflect on the past year and guide you through setting impactful goals for 2025. Listen here.

Let’s spice up your CX leadership in 2025

This year, I’m committed to connecting with you through newsletters, podcasts, webinars, masterclasses, and personal CX leadership mentoring. Let’s work together to elevate your leadership and make 2025 your best year yet.

And of course, there will be more blue dress moments to keep things fun and fabulous!

So, don’t wait – block time in your calendar today. Start leading with intention. You owe it to yourself, your team, your organization, and the customers who count on you.

Here’s to a fantastic 2025 full of purpose, CX storytelling, and leadership growth!

P.S. If you’ve already listened to the podcast, let me know what your goals are for 2025 – I’d love to hear them!

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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Reflecting on 2024: 5 Themes to guide your year-end review (+ podcast)

As the year winds down, it’s the perfect moment to pause and reflect on what 2024 brought to your CX leadership journey. Often, we’re so focused on what’s next that we forget to celebrate our achievements, learn from our challenges, and refocus our energy for the future.

That’s why I’ve dedicated my latest podcast episode of CX Leadership Talks to helping you reflect deeply and meaningfully on the past year. In this episode, I walk you through five themes that will guide your reflection process. Whether you’re a CX leader driving change in a large organization or a consultant managing diverse projects, these themes will resonate and help you uncover insights that will fuel your growth.

The 5 themes for reflection

  1. Impact and results
    Start by revisiting your accomplishments. What metrics defined your success in 2024? Did you achieve your goals, and what CX projects had the most significant impact? This is your chance to celebrate your wins and learn from what didn’t go as planned.
  2. Strategy and purpose
    Reflect on how aligned your CX strategy was with your organization’s goals. Did you secure a seat at the strategic table? Did you articulate a clear sense of urgency for customer centricity? This theme challenges you to evaluate whether you’re driving a future-proof vision.
  3. Engagement and cultural change
    How did you inspire and engage others in 2024? From senior leadership to cross-department collaboration and customer engagement, reflect on the relationships you built and the cultural shifts you influenced. What worked, and where could you do more?
  4. Personal growth and development
    Your growth as a leader is as important as your professional results. What steps did you take to expand your CX expertise, authority, and network? Did your actions align with your values and purpose? Take a moment to acknowledge your personal wins and identify areas for further development.
  5. Work-life balance and well-being
    This final theme focuses on you as a whole person. How well did you manage stress and maintain balance? Did you make time for health, inspiration, and joy? Your well-being is the foundation for your leadership, so don’t skip this critical reflection.

Ready to reflect? Let’s do this together!

In the podcast, I provide practical prompts and examples for each theme to help you get started. To guide your reflection even further, download the free PDF with 17 questions covering topics like impact, strategy, personal growth, and work-life balance. I also share some personal highlights (and challenges) from my own 2024, including how I’ve learned to make reflection a meaningful and energizing ritual.

This isn’t just a “listen and go” episode – it’s an invitation to dive deep, jot down your thoughts, and take stock of the year. Grab your journal, a cup of tea, and some quiet time to join me in this reflective journey.

Listen to the podcast now.

Make time for yourself, your growth, and your leadership. Let’s close 2024 with clarity, gratitude, and inspiration for what’s ahead.

Let me know your biggest insight from the reflection process!

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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Budgeting for impact: A CX leadership approach (+ podcast)

Hello, CX Leadership aficionados! Welcome to a conversation that is as vital as it is often underestimated: budgeting. As CX leaders, it’s crucial to understand that no budget means no results. In the latest episode of CX Leaderships Talks, we’ll explore how effective budget management can help you achieve exceptional outcomes within your organization, your team, and your role as a leader.

Why does budget matter? Just like Global CX Day, understanding your budget is a key factor in driving customer experience success. It’s the foundation upon which you can build impressive results. By tailoring your budget strategy, you can enhance your influence, pioneer initiatives, and lead with impact. I’ll guide you through this in three levels, breaking down the nine pivotal initiatives that will elevate your CX strategy.

So, how do you ensure your budget works for you? Here we go, level by level:

1. Organization level

  • Customer service projects: Collaborate with operational budget holders in frontline positions to boost customer engagement and reduce costs.
  • Digitization and technology: Partner with IT for digital tools and AI integration, aligning future-focused projects with CX objectives.
  • Future state and innovation: Join strategic planning and prototyping to secure R&D or strategy budgets that propel innovative CX ideas.

2. Team/ Program level

  • Employee engagement and culture: Merge HR budgets to align employee experience with customer experience, enhancing recruitment and onboarding processes.
  • Leadership development programs: Influence leadership training to integrate CX lessons, ensuring the customer is always part of the executive mindset.
  • Shared budget collaborations: Identify and tap into existing budgets, fostering alliances across departments to power CX projects.

3. You as leader

  • Understanding budget processes: Learn the ins and outs of budget processes in your organization, timing, decision-making, and proposal formats.
  • Tailor budget pitches: Craft your pitches to resonate with the priorities of decision-makers, linking CX initiatives to business goals.
  • Propose pilot projects: Get approval for small-scale, clear-cut projects that can be expanded based on success – starting modestly with visible outcomes.

Budget strategy isn’t merely an annual exercise. It’s about thinking strategically, two or three years into the future, to continue evolving with industry trends and organizational goals.

By securing, collaborating, and innovating within your budget strategy, you’ll ensure that resources are available to maximize your team’s impact. Now is the time to assess: do you have enough budget aligned with your objectives? Who are your allies in this budget journey? The answers could transform your growth in the coming years.

Finally, remember: engaging in the budgeting process and strategizing effectively will enhance your leadership role, showcasing the value of your initiatives to the entire organization. What’s your biggest takeaway from our budgeting exploration? Share your thoughts with me – I would love to hear them!

Let’s lead the charge to a more impactful CX year ahead. Here’s to spicing up leadership and seizing every budget opportunity!

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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A night to remember: Celebrating CX Excellence at the International CX Awards 2024

Last Thursday was nothing short of magical! The International CX Awards 2024 brought together 250 CX professionals in London and another 400 tuning in online to celebrate exceptional projects, brilliant minds, and stellar results from around the globe. And yes, there I was – proudly co-hosting this incredible event in my signature blue dress alongside the ever-charismatic Ian Golding.

Every year, it’s a privilege to add a touch of sparkle – or as I like to call it, “blue dress juice” – to this unforgettable evening. But let’s be honest: the real stars of the show are the winners and finalists. These are the visionaries who dared to dream big, set bold goals, and deliver results so impressive they left the judges (and their customers) saying, “Wow.”

Why you should join the awards

The International CX Awards isn’t just about the glitz, glam, and applause – it’s a launchpad for CX leaders like you. Here’s why you should seriously consider entering the awards in 2025:

1. Build authority

Submitting your project sharpens your storytelling skills and positions you as a thought leader within your organization and beyond. Whether it’s bronze, silver, or gold, an award doesn’t just sit pretty on your shelf. It adds weight to your expertise and amplifies your professional credibility.

2. Celebrate success

Reflecting on your team’s hard work is a powerful motivator. Sharing that pride with others creates a ripple effect, energizing your organization and embedding CX excellence into your culture. Even being shortlisted brings recognition that fuels confidence and momentum.

3. Set ambitious goals for 2025

What transformation, initiative, or project could put you in the spotlight next year? Whether you’re leading in government, B2C, B2B, or are a solo CX evangelist, there’s a category tailored for you – from Best Use of Insights to CX Strategy, Culture, and more.

Your moment to shine in 2025

Now is the time to dream big. Start thinking about your BHAG (Big Hairy Audacious Goal) and the impact you want to create in your organization. Imagine yourself standing on that stage in London in November 2025, celebrating your hard-earned success.

Curious about how it’s done? Take a look here at this year’s finalists and winners to spark your imagination.

What’s your story for 2025?

Here’s my challenge to you: What project, transformation, or result will make you beam with pride next year? Plant the seed now, start planning, and take the first steps towards making it a reality. Who knows – next year, it could be your name I’m announcing as the next CX superstar!

Here’s to aiming high, making waves, and celebrating the remarkable power of CX. See you on the stage in 2025!

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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Meet Mr. Fly (and YES it might be what you think…): A lesson in brand experience

Picture this: my team and I arrive in Rome, ready to check into a gorgeous penthouse Airbnb overlooking Piazza Navona. A real gem with high ceilings, beautiful bedrooms, and an incredible rooftop terrace calling out for Italian wine and good company. It was perfection – almost. Then, we met our host.

As we approached, there he was, waiting at the door, looking like he’d just rolled out of a bar. Rumpled clothes, and yes, an open fly. But it wasn’t just his appearance – his whole attitude was off. He sped through a checklist, barely made eye contact, and didn’t seem to realize he was the first impression of this five-star space.

To be fair, we had a lot of laughs about “Mr. Fly” all weekend – he became the unforgettable “quirk” of our trip. But let’s be real: none of us would want a “Mr. Fly” representing our brand. Because no matter what your brand stands for, you want each part of the experience to match, especially the human part.

The face of your brand matters!

Every customer touchpoint counts, but people – their attitude, their behavior – are what customers remember most. In our case, we expected someone who matched the elegance and warmth of the penthouse, not someone who seemed indifferent and out of sync.

So, what’s the takeaway from Mr. Fly?

  1. Align people with the brand promise: Whatever your brand represents – be it warmth, innovation, reliability – make sure your team reflects it. Every interaction should bring that brand promise to life. It’s not just what’s said but how it’s said.
  2. Consistency is key: Often, it’s the small things that leave the strongest impression. Your people need to understand and naturally embody the brand. Every touchpoint – from the first greeting to the goodbye – adds up.
  3. Customer perception is reality: Each interaction can either build or break down your brand. Just like Mr. Fly’s checklist approach didn’t fit the luxurious vibe, your team’s attention to detail matters too. Customers notice, so make sure it all aligns.

Just some final thoughts:

If you want your brand to resonate, make sure each part of the experience feels connected. From the main product to the little details like personal style, every element matters. Think of it as one continuous story that reflects your brand’s personality and values.

Because in business, just like in life, you want everything to match the experience you’re promising. If it’s a penthouse, let it feel like a penthouse. If it’s a tech company, let it feel innovative. And if it’s hospitality, make it feel warm and welcoming.

Here’s to hoping Mr. Fly gets the memo too.

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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Personalized Customer Experience: The power of handwritten notes in a digital world (+ podcast)

In an age where digital communications dominate, the charm and impact of handwritten notes in business are more relevant than ever. Our latest episode of CX Leadership Talks explores how integrating this personal touch into customer journeys can foster meaningful relationships and distinguish a brand. Here, we’ll outline five strategic points in the customer journey to incorporate handwritten notes and explore the benefits of scaling this practice. 

Five opportunities to use handwritten notes:

  1. Post-purchase thank yous: After a customer makes a purchase, sending a heartfelt handwritten note expressing gratitude can significantly boost the relationship. This touchpoint transforms a transaction into an expression of appreciation, reinforcing customer loyalty.

  2. Birthday and holiday greetings: Recognizing personal milestones with handwritten cards not only delights customers but also demonstrates attentiveness and care beyond the usual business interactions. It’s a subtle yet powerful way to keep your brand top-of-mind.

  3. Apology and win-back strategies: When things go awry, a sincere apology in the form of a handwritten note, possibly coupled with a goodwill gesture (like a discount or a freebie), can turn service hiccups into opportunities for positive customer sentiment.

  4. Special occasions and anniversaries: Celebrate special events related to your business and the customers’ involvement. This could be a note congratulating them on an anniversary with your services or thanking them for attending a special event.

  5. Surprise and delight initiatives: Beyond expected occasions, sending random notes of gratitude or surprise gifts can delight customers. These gestures, when least expected, can lead to delighted customers who are eager to share their positive experiences. 

Benefits of scaling handwritten notes:

  • Personalization at scale: Automation technology, when thoughtfully integrated, allows businesses to extend personalized touches to a wider audience without losing the charm of handwriting, creating memorable exchanges on a larger scale. 
  • Consistency in customer experience: By automating these processes, businesses ensure every customer receives a well-crafted, consistent message that aligns with your brand ethos, eliminating the variability of manual efforts. 
  • Operational efficiency: Scaling handwritten notes reduces the manual burden on employees, allowing them to focus on other strategies to enhance customer experience while still ensuring that personal touch reaches every client. 
  • Cost-effective personal touch: Automated systems for handwritten notes can deliver the same deeply personal connection without inflating costs associated with human resources, making this practice sustainable even for growing businesses. 
  • Increased customer engagement: Handwritten notes often evoke stronger emotional responses when compared to digital messages. Scaling them allows you to tap into this engagement potential extensively, improving customer retention and lifetime value. 

Ultimately, while technology aids operations, the sentiment behind handwritten notes – that genuine appreciation and effort to connect – remains impactful. Using these notes strategically throughout the customer journey can invigorate a brand’s relationship-building efforts and leave lasting impressions on customers. Embrace this approach, and witness enhanced bonds and loyalty flourish in your business.

Are you eager to dive deeper into how personalized communication can transform your customer experience? Don’t miss our latest episode of CX Leadership Talks.

In this conversation, Nienke Bloem sits down with David Wachs, the CEO of Handwrytten, to explore how businesses can blend the charm of handwritten notes with the power of automation. You’ll hear real-life success stories, practical tips, and insights on making every customer feel valued. Tune in now for an inspiring look at the future of authentic customer connections!

 

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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Celebrating fun days with a CX twist!

As CX leaders, we often find inspiration in the most unexpected places, and this week is filled with fun, quirky celebrations that we can draw a little CX magic from. November 18 brings a trio of special days: Minnie Mouse’s Birthday, National Vichyssoise Day, and Underwater Hockey World Day! Yes, you read that right. Let’s dive into how these lighthearted celebrations connect to what we do in CX.

Minnie Mouse’s Birthday!
Minnie Mouse has been an icon of joy for nearly a century, and her influence reminds us of the power of delight in customer experience. Back in 2019, I had the privilege of attending Disney’s “Service Excellence” course, and I can tell you, Disney knows how to blend serious learning with a touch of fun. As CX leaders, it’s a lesson worth noting: the most effective CX strategies often mix purpose with playfulness, creating memorable moments for our customers – and our teams.

National Vichyssoise Day
Now, on to the curious case of Vichyssoise, the classic potato and leek soup, pronounced “vish-e-swaz.” It’s traditionally served cold, but it leaves a warm impression – a bit like a CX surprise done right! In CX, a small, unexpected touch can create a memorable impact. Imagine giving your customers an experience that leaves them smiling long after – it’s that little twist that makes a difference. So, while you might not be serving cold soup, think about how you can add a dash of the unexpected to delight your customers.

Underwater Hockey World Day
Yes, it’s a real day! And if you’ve ever felt like CX leadership is a bit like underwater hockey – fast-paced, intense, and occasionally breathless – you’re not alone. In this sport, as in CX, teamwork, strategy, and keeping an eye on the goal are essential. And sometimes, you’re navigating rough waters. But together, as a team, we make waves that count.

This week is a great reminder to embrace the joy and surprise that CX leadership can bring. So, whether you’re bringing a bit of Disney-inspired delight to your work, serving up something unexpectedly memorable, or navigating the fast currents of CX, let’s have a little fun along the way.

Here’s to a week of CX magic, a touch of whimsy, and a big splash of creativity!

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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Why personal elements are key to your CX Story, your CX change narrative

In today’s fast-paced, data-driven world, we often find ourselves relying on hard facts, figures, and metrics to tell our stories as leaders. After all, numbers don’t lie, right? But here’s the thing: while numbers might tell us what’s happening, they rarely make us feel anything. And without that emotional connection, the impact of our message can fall flat.

As CX leaders, we’re in the business of creating experiences that resonate deeply with customers – experiences that evoke emotion, build loyalty, and inspire action. But to do this effectively, we must first understand a fundamental truth: it’s the personal elements that make our leadership, our strategies, and our presentations truly memorable and meaningful.

The power of YOU in your CX Story

Whether you’re presenting a new CX strategy, rallying your team, or influencing key stakeholders, it’s not just about what you’re saying – it’s about how you say it and how much of you is in it. Bringing personal stories, experiences, and insights into your message not only humanizes you but also helps create a deeper connection with your audience.

Here’s why personal elements matter:
1. Building trust and connection
Trust is the cornerstone of any strong relationship, and it’s no different in leadership. When you share personal experiences, challenges, and successes, you give your audience a glimpse into who you are as a person – not just as a leader. This openness builds credibility and trust. When people trust you, they are more likely to follow your lead, support your vision, and take action.
2. Creating emotional engagement
Facts and data alone rarely inspire action. Stories, on the other hand, trigger emotions – and emotions drive behavior. Sharing personal stories that resonate with your audience makes your message more compelling. It helps your audience not just understand but feel the importance of what you’re saying. When people feel something, they’re more likely to remember it and act on it.
3. Memorability and impact
According to research from Stanford, stories are up to 22 times more memorable than statistics. Think about it – how many presentations filled with data have you forgotten as soon as they ended? But a well-told story? That sticks with you. By weaving personal elements into your presentations and communications, you ensure that your message leaves a lasting impression.

From data to meaningful stories

Let me give you a personal example. When I first started leading CX at a major company, I was preparing for a crucial presentation to senior leadership. I had all the data points lined up – charts, graphs, performance metrics – you name it. But something was missing. I knew the presentation needed more heart to truly resonate.

So, I hired a speech coach who helped me find my authentic voice as a speaker. They taught me that while data is essential, it’s the personal stories that bring those numbers to life. From that moment on, I began incorporating more of me into my CX presentations – my own experiences, struggles, and successes. And the result? My audience connected with my message on a deeper level, and I was able to inspire action in a way that cold, hard data alone never could.

How to incorporate personal elements into your CX leadership storytelling

So how do you bring more of you into your CX strategy and leadership? Here are a few tips to get you started:
1. Be authentic
Authenticity is key. Don’t be afraid to share your personal journey – the good, the bad, and the lessons learned. Your vulnerability makes you relatable and human.
2. Share stories that resonate
Choose stories that align with your message and that your audience can connect with. Whether it’s a customer experience that changed your perspective or a leadership challenge you overcame, make sure the story adds value to your point.
3. Connect the dots between personal and professional
Use your personal stories to illustrate larger business lessons or strategies. Show how your personal experiences shaped your approach to CX and how they can apply to your audience’s challenges as well.
4. Make it about your audience
While your stories should reflect your personal journey, always keep your audience in mind. Ask yourself: What do they need to hear? How can your personal story help them grow and succeed?

The bottom line

Incorporating personal elements into your CX leadership is more than just adding a personal touch – it’s about creating a connection. It’s about inspiring your team, engaging your stakeholders, and making your message memorable. When you bring more of yourself into your leadership, you build trust, foster engagement, and drive meaningful action.
So next time you’re preparing for a big presentation or working on your CX strategy, remember: facts tell, but stories – and the personal elements within them – sell.

Want to learn how to craft your own CX Story?

Join the CX Story Online Training and discover the secrets to impactful storytelling that puts YOU at the heart of your CX leadership. This comprehensive 6-week program will guide you through crafting a powerful CX narrative that inspires change and engages your organization.

Thank you for being part of this CX journey. Together, we’ll create the ripple effect that drives outstanding customer experiences! Ready to get started? Sign up here and take the first step toward transforming your CX leadership.

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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