In this episode of the CX Leadership Talks Podcast, Nienke Bloem interviews Ian Golding, one of the worlds famous CX Specialists and fellow CCXP. Together they discuss a wide range of topics like customer experience management and how to spice it up. Exploring customer experience and the topic of your leadership authority. If you are interested […]
Be practical, that is what strategy 9 is about. Many leaders are perfectionists. I think it’s holding many people back. Besides that, it slurps all your time and energy. So, if this applies to you as well, then watch this video now. Better done than perfect, learn how to get things done. I read aloud […]
We gaan even terug in de tijd. Ik denk dat het ergens in 1999 was. Ik werkte bij AMEV als inspecteur Leven en ik sloot mijn hypotheek over. Want als werknemer kreeg ik een mooie korting op de hypotheekrente en dat voordeeltje pakte ik graag mee. Een paar jaar laten ging ik verbouwen en ook […]
How much does it cost to go on a pilgrimage? And what is the link with budgeting your CX projects as a CX leader? Budgeting might not be your favorite part of your role, but money is required to bring in results. Watch this video about strategy 8: budgeting. And you’ll find it out it’s […]
In this episode of the CX Leadership Talks Podcast, Nienke Bloem discusses her insights on the book “The Power of Moments” and how to use these insights to your advantage. She breaks down four main reasonss:1. Where you can deliver and design powerful moments for customers2. How to use moments for change programs for colleagues and leaders3. […]
Strategy 6: Get buy-in. Who should you engage and get buy-in from, once you have a great idea or plan? And how do you make others just as enthusiastic and excited about your plan as you are? By creating your personal buy-in strategy. You’ll find the ‘how to’ in this video! I read aloud a […]
When it comes to customer experience, should you start by interviewing customers and sending out surveys? Or should you start by mapping customer journeys and then interview customers? Or ..? In this video you’ll explore that many roads lead to Rome. But which road to take? Where to start? That’s what strategy 5 is about. […]
We starten de CX inspiratiedag bij Starbucks. Samen met acht Customer Experience leiders bij de overheid, krijgen we vandaag bij drie bedrijven een kijkje achter de schermen hoe ze klantbeleving organiseren. Terwijl iedereen binnendruppelt, sta ik samen met Robin in de rij voor koffie bij Starbucks. We schuiven langzaam op en dan kunnen we voor […]
Giant goals can stimulate you to go forward, but they can also freeze you. They excite and frighten you at the same time, because where to start? What should your first step be? Let me show you how to do this. Watch this video about creating doable chunks. Yes, this is the 4th strategy! I […]
In this episode of CX Leadership Talks, Nienke Bloem interviews Edwin Koot, Manager Customer Experience & Analytics bij Allianz Benelux who shares his insights on Customer Experience Management. It is the honest story of how he stepped out of his comfort zone and spiced up his leadership. It is a great conversation on Voice of the Customer, ROI and how […]