As customer experience professionals, we know that delivering exceptional service is a continuous journey - one that involves constant learning, adapting and evolving. This month, I've been lucky enough to take that journey to a whole new destination: the beautiful island of Bali. What I've experienced here has sparked new ideas for CX leadership that [...]
Global CX Day is fast approaching, and I absolutely can't wait. For those who don't know, the Customer Experience Professional Association (CXPA) kicked off this celebration in 2013, and we mark it on the first Tuesday of October each year. It's our time to celebrate the incredible profession Customer Experience (CX) Management, recognize the professionals [...]
Last year, after my mom recovered from a serious illness, I asked her what she wanted to experience most. To my surprise, she answered, "I want to go to an André Rieu concert." Though it had never been my dream, I was 100% in for her. Who Is André Rieu? The maestro of joyful music [...]
Have you ever visited the Olympics? Well, I hadn't either. So, I surprised my daughter with a trip to Paris to attend the women's soccer final, where Team USA triumphed over Brazil. However, the true highlight of our trip was visiting the TeamNL House. Discovering the national Houses at the Olympics I had no idea [...]
For five consecutive years, we eagerly anticipated our annual vacation to Camping Bakkum. Our love affair with this place began in 2020 during the height of the pandemic, when we first stayed in bungalow number 11. We quickly became enthusiastic promoters, sharing our excitement with friends and family, and always looking forward to another stay [...]
My summer isn't complete without having a Business Mastermind session with my business friend and Swedish speaker on AI and Upgrading Leadership, Mia Liljeberg. We usually stay close to Stockholm, I prefer somewhere near the water and work for three days on our strategic plans, content creation and of course, mixing business with pleasure. We [...]
As customer experience (CX) continues to be a key differentiator for businesses, CX leaders face continuous challenges and opportunities. In a recent episode of "CX Leadership Talks," I interviewed Babs Asselbergs, with whom I founded The Customer Experience Game. We had a stimulating discussion on designing a game to engage participants in workshops on customer [...]
So, CX leaders, if you've been yearning for recognition and the opportunity to showcase your customer experience initiatives, look no further than the International Customer Experience Awards. In a recent episode of CX Leadership Talks, I interviewed Vuk Vukanovic and we delved into a comprehensive conversation about the awards, providing valuable insights and practical details [...]
Welcome to CX Leadership Talks, where we dive deep into the world of customer experience management and leadership. In this episode, our host Nienke Bloem reflects on a crucial aspect of decision-making - the interplay between conscious and unconscious thinking. Because do you also sometimes live on the automatic pilot? And in our CX leadership [...]
Welcome back to the CX Leadership Talk podcast. In this episode, your host Nienke Bloem digs deep into the topic of 'Closing the Loop' in customer experience management. Drawing from her recent experiences, Nienke shares 9 insightful suggestions to boost your closing the loop program, from co-creation sessions and individual feedback research to risk management and reporting [...]