CX Leadership Talks

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders who want to spice up their leadership.  In this episode, your host Nienke Bloem CCXP connects with Cairo Marsh, founder of Relativ, an experience agency based in Tokyo. Together, they explore why branding alone isn’t enough in today’s world and introduce the powerful concept of “brand being”: how a brand shows up in every experience, online and offline.  Cairo Marsh shares practical strategies for aligning different departments around shared customer goals, the importance of employee incentives and culture, and how CX leaders can leverage moments of belonging to drive loyalty and connection. You’ll also hear insights on balancing quantitative and qualitative research, the necessity of customer experience strategy, and lessons from global and Japanese brands.  Grab your favorite drink and get ready for inspiration and actionable tips to elevate your CX leadership!  Timestamped overview:  00:00 Brand being and belonging  05:33 Branding agencies and broken promises  06:57 Marketing for today and tomorrow  10:57 Thin slicing customer experience  13:47 Overcoming Fragmentation in Teams  18:37 Unified customer engagement platform design  21:58 Prioritizing customers to align goals  25:47 Balancing data and insight  30:00 Defining strategy to stand out  33:47 Authentic leadership and expectations  36:16 Japan's experience design challenge  39:08 Belonging over basic needs  40:50 Building belonging through connection  45:38 Unreasonable hospitality insights  Extra information:   Connect with Cairo on LinkedIn   You can find the information about relativ* here    You can find Cairo's book recommendation here About Nienke:    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 for 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 of 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.

Welcome to a brand new episode of CX Leadership Talks! Too many CX leaders are hired to create change… yet end up playing it safe. Organizations reward dashboards, quick wins, and staying in the background. But as your host: Nienke Bloem reminds her listeners, CX is not about management, it is about leadership.  In this episode of CX Leadership Talks, Nienke shares the five areas where CX leaders play it too safe, and the bold leadership shifts they need to make instead. She explains how leaders can move from being reporters to becoming strategic business partners, from project explainers to storytellers with one strong CX narrative, from short-term fixers to transformational leaders, from the soft zone to technology-driven impact, and from being invisible to becoming visible strategic connectors.  This episode is about stepping out of the slippers of the expert or manager and into the shoes of a true CX leader. Nienke invites her audience to spice up their leadership, follow their joy, and ride the wave of awesomeness.  In this episode you will learn:  Why playing it safe is the biggest trap for CX leaders  The 5 safe zones that keep leaders small  What it looks like to shift from management to true leadership  Why joy, courage and visibility matter more than ever  Nienke makes it clear: CX is too important to play it safe. It is time to stop limiting yourself, step into your leadership shoes, and lead like you mean it.  🎧 Listen now and discover which of the five areas resonates most with you.  Timestamped overview:    00:00 CX Leadership podcast challenges  05:06 Step out of safe leadership  08:40 From reporter to strategic partner  12:41 From projects to transformation  14:05 Tech-driven impact with AI & data  18:02 Becoming a strategic connector  21:18 Join secret email list  About Nienke:   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 for 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 of 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.

In this episode of CX Leadership Talks, Nienke Bloem CCXP MBA explores the fascinating concept of thin slicing,  the psychological phenomenon that shows how just a few seconds of behavior can reveal the bigger truth. From leaders canceling contact center visits to technicians arriving late, from the reviews customers leave online to the culture that lives inside organizations, thin slices are everywhere. And they matter. Drawing on research by Nalini Ambady, Malcolm Gladwell’s Blink, and her own stories from corporate life, Nienke shows how thin slicing can be used in two powerful ways: Driving culture change and leadership interventions, making behavior visible and discussable. Understanding customer feedback and VOC data, treating reviews and complaints as slices of the bigger customer experience. You’ll learn: Why behavior is the real evidence of your strategy. How small slices of action build or break trust. Practical tips for using thin slicing as a CX leader. Because in the end, behavior is the evidence. Every thin slice reveals what’s really important, far louder than any strategy document or polished story. 🎧 Tune in for stories, science, and practical actions you can take to grow your CX leadership. Timestamped overview: 00:00 Thin slicing and tech issues 05:51 Accuracy of thin-slice judgments 09:25 Unseen importance: Plankton effect 11:38 Thin slicing: Judging whole from parts 13:50 Customers are evaluating companies 18:24 Aligning internal culture with CX 21:02 Leadership by example in CX 25:13 Cultural reflection in Customer feedback 27:06 Distrust and control realization 31:03 Strategy webinar dates correction Free learning opportunity: Join one of Nienke’s upcoming Strategy on a Page webinars: English: Friday, October 3 at 10:00 AM (Amsterdam time) Dutch: Monday, October 6 at 12:00 noon (Amsterdam time) Both sessions will be recorded, but attending live gives you the chance to ask your own questions and interact. Plus, if you attend live, you’ll get a practical AI prompt so you can start building your SOAP right away. Register here About Nienke:  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 for 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 of 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.

The future of customer experience isn’t 10 years away, it’s happening right now. In this episode of CX Leadership Talks, your host Nienke Bloem CCXP sits down with Bart Verouden, CCXP, Senior Manager Innovation & Business Development at Accenture, Lean Black Belt, and lifelong learner. Bart is part of the team behind Accenture Song’s Life Trends Report, a yearly study that combines global research, expert insights, and real human stories. Normally, Nienke is a little skeptical of “trend reports,” but when she first saw Bart present this one, she was blown away. It’s sharp, relevant, and deeply practical for CX leaders. Together, we dive into the five Life Trends for 2025: The cost of hesitation – how online mistrust is shaping customer behavior The parent trap – why raising kids in a digital world is now a shared responsibility The impatience economy – speed, trust, and the rise of bite-sized influence The dignity of work – why employee experience directly defines customer experience Social media rewilding – finding balance between digital convenience and real-life connection What you’ll learn in this episode: Why these trends matter for CX leaders right now How to recognize them inside your own organization Practical examples of companies getting it right (and wrong) The simple but powerful role of empathy and trust in staying relevant If you want to understand how customer expectations are shifting, and what you can do as a leader to prepare, this episode is for you. Timestamped overview: 00:00 Future of CX & Employee Experience 06:04 Career journey in Customer Experience 07:43 Dutch CX professional collaboration 12:57 Online hesitation due to misinformation 17:04 Ecosystem collaboration for digital trust 17:41 Dutch lab cyber hack exposes data 23:27 Limited access for young users 24:08 Gaming ethics vs. Functionality 30:24 Importance of speed in service delivery 34:16 Restaurant choice and experience 35:44 Empowering employee autonomy 39:50 Blending digital and in-store experiences 42:50 Building a chatbot: A personal journey 44:25 DIY multilingual chatbot success 47:57 Global trends insights Extra information:  Connect with Bart on LinkedIn  You can find the five life trends of Accenture Song here.  Book recommendation: Beyond Employee Engagement by Kristina G. Vaneva  About Nienke:   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 for 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 of 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.

Too many CX strategies are either far too complex… or don’t exist at all. That’s why in this episode, your host Nienke Bloem, CX educator and speaker, takes you on a journey into one of the most powerful tools you can have as a CX leader: your Strategy on a Page (SOAP). Your Strategy on a Page is the bridge between vision and execution. Without it, your CX story risks staying a dream. With it, you have a clear, shareable, actionable plan that guides your team and inspires your organization. In this episode, you’ll learn: ✅ Why SOAP is the third essential element of your CX Story. ✅ The 5 research-backed advantages of having a one-page strategy. ✅ Real examples of SOAP setups, from 2 pillars to 5 must-win battles. ✅ 10 possible elements you can include in your own SOAP. ✅ A challenge: how to make sure your strategy drives direct customer impact, not just internal alignment. You’ll also hear stories from Nienke’s own leadership journey and client cases that bring SOAP to life, plus practical tips to make your strategy visual, memorable, and usable every single day. Timestamped overview: 00:00 Podcast introduction 05:05 Webinar announcement 09:39 Executive strategy and CX alignment 13:19 Strategic execution through visual simplicity 16:02 Clarity drives action 20:04 DIY CX Story framework 22:36 Building customer-centric mindsets 27:20 Strategic vision through self-thinking 30:17 Visualize your strategic path 31:20 Strategy as bridge to success Free learning opportunity: Want to create your own Strategy on a Page? Join one of Nienke’s upcoming Strategy on a Page webinars: English: Friday, October 3 at 10:00 AM (Amsterdam time) Dutch: Monday, October 6 at 12:00 noon (Amsterdam time) Both sessions will be recorded, but attending live gives you the chance to ask your own questions and interact. Plus, if you attend live, you’ll get a practical AI prompt so you can start building your SOAP right away. 👉 Register here About Nienke:   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 for 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 of 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.

In this final episode before summer, Nienke shares her Power of ONE, a refreshing take on CX leadership that skips the frameworks and dives into behavior, trust, and real connection.  You’ll get:  3 CX micro-missions 9 practical actions (yes, totally doable!) A summer challenge: pick one each week and go for it  Backed by insights from Harvard Business on how trust is built through small, authentic actions, this episode is a must-listen for CX leaders who want to lead with heart and make real impact through the little things.  No budget required. No approval needed. Just action.  Whether you’re still working or already easing into the holiday spirit, this episode will inspire you to keep CX human, purposeful, and powerful - one small step at a time.  Listen now and start your summer ripple.    Time-stamped overview:  00:00 Summer CX Leadership episode  05:34 Engage one customer directly  08:15 Encouraging recognition and openness  10:48 Start meetings with Customer stories  13:43 Micro actions: Power of one    Mentioned in this episode:  Harvard Business Insight: Good Leadership Starts with Trust    About Nienke   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 for 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 of 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.      Enjoyed the episode?   Leave a quick rating or review in your favorite podcast app and share this episode with a fellow CX leader who’s ready to spice up their influence!     Nienke will be back with fresh CX energy on Monday, August 25. Until then, keep it simple, keep it human, and start small. 

This episode is in Dutch 🇳🇱 Hey there! Normally, this podcast is in English – but for this special episode, we’re switching to Dutch. Why? Because the conversation needed to be raw, real and relevant for the Dutch-speaking women in CX and customer service leadership roles. Of course I am helping you out, this is the link to a blog with the insights in English In deze aflevering spreek ik met Elisa de Groot, expert op het gebied van vrouwelijk leiderschap en mede-oprichter van InTouch Female Leadership & Career Academy. Samen duiken we in een onderwerp dat zó belangrijk is: hoe speel je als vrouw het spel in organisaties slim? Zodat je meer invloed hebt, meer plezier ervaart én de erkenning krijgt die je verdient. We hebben het over: de ongeschreven spelregels in organisaties hoe je je ambitie uitspreekt zonder arrogant over te komen wat je kunt doen als je collega wél promotie maakt en jij niet én waarom het tijd is voor jouw Tadaaa-schrift En natuurlijk hoor je alles over de bijzondere masterclass Stratego voor Vrouwen, die we samen organiseren op 18 november. Dit is hét programma voor vrouwelijke CX- en serviceleiders die strategischer willen leren handelen – op een manier die bij ze past. 🎧 Dus: zet je koptelefoon op, laat je inspireren en ontdek hoe jij je eigen spel slimmer kunt gaan spelen. Tijdlijnoverzicht: [00:00:00] – Welkom & introductie [00:00:42] – Opmerking voor de Engelse luisteraar [00:03:06] – Start van het gesprek met Elisa [00:03:26] – Achtergrond van Elisa [00:05:15] – Betrokkenheid bij diversiteit & masterclasses [00:06:42] – Vrouwen in CX [00:07:41] – Frustraties en uitdagingen [00:10:35] – Het masculiene spel [00:11:30] – Het spel veranderen [00:13:15] – De behoefte aan authenticiteit [00:13:56] – Slimmer werken, niet harder [00:16:25] – Problemen in het vakgebied aanpakken [00:19:22] – Persoonlijke verhalen en inzichten [00:20:42] – Purpose-driven CX [00:27:56] – Leiderschapsmodellen in CX [00:29:27] – Masculiene en feminiene leiderschapsstijlen [00:31:19] – Vaardigheden en denkwijzen [00:35:02] – Empowerment en potentieel [00:35:45] – Persoonlijk succesverhaal (Elisa) [00:38:51] – Klassieke fouten en groei [00:40:02] – Imposter syndroom in CX [00:43:24] – Zelfacceptatie en authenticiteit [00:45:15] – Inclusieve blik [00:46:40] – Afsluiting Bronnen & links: Stratego voor CX Vrouwen Linkedin Elisa de Groot Boekentip: Jacinda Ardern, de Nieuwe Macht   Over Nienke:  Nienke Bloem wordt vaak de Customer Experience spreker in de blauwe jurk genoemd. Ze is een wereldwijde CX thought leader, opleider en keynote spreker die haar publiek inspireert met best practices en bewezen methode; Customer Experience is haar tweede natuur. Ze schreef twee boeken over het vak. Haar tweedaagse Customer Experience Masterclass staat bekend als hét programma om je voor te bereiden op je CCXP-certificering. Ze is dé expert waar CX-leiders naartoe gaan als ze hun leiderschap willen versterken en concrete resultaten willen behalen met hun Customer Experience-transformatie. Sinds 2020 host ze het CX Leadership Masterminds-programma, waarin ze leiders helpt hun leiderschap te verrijken en een boeiend CX-verhaal neer te zetten, inclusief een sterke CX-strategie. Met meer dan twintig jaar ervaring in het bedrijfsleven spreekt ze de taal van de organisatie. Haar keynotes en CX-opleidingen zijn inspirerend én praktisch toepasbaar. Ze is een van de weinige Recognized Training Partners van de CXPA en haar missie is helder: Customer Experience laten werken en helpen bij het behalen van concrete bedrijfsresultaten. Abonneer je op haar wekelijkse CX Greetz om up-to-date te blijven. Vond je deze aflevering waardevol? Laat een korte review of beoordeling achter in je favoriete podcast-app en deel de aflevering met een CX-leider die zijn of haar invloed een flinke boost wil geven!

Ever felt your brilliant CX roadmap hit a brick wall of internal resistance? In this solo episode, your host Nienke Bloem reveals why influence inside your organization depends on two human signals - warmth and competence - and how you can dial up both to become the Lovable Star colleagues trust and senior leaders follow.   Inspired by a mountain-top holiday encounter with a servant-hearted hotel owner and a candid leadership lesson from HEMA CEO Saskia Egas Reparaz, Nienke distills the science into 9 practical tips (3 for warmth, 3 for competence, 3 for everyone).  In this episode you’ll learn: Why warmth beats raw skill as the first gateway to trust - and how the warmth/ competence matrix works (Fiske & Cuddy)  The four leadership quadrants and the trap of being a “Competent Jerk”  How a sommelier-turned-hotel-owner models visible, servant leadership - plus a real-world boardroom example from the CEO of HEMA  3 ways to ramp up warmth when you’re seen as distant  3 ways to boost competence when you’re liked but not taken seriously  3 universal moves every CX leader can start this week to spice up influence across silos  A simple self-audit to locate yourself on the matrix and pick the right next habit    Time-stamped overview  [00:00:00] - [00:01:32] Introduction: Why warmth beats competence  [00:01:32] - [00:02:54] About the podcast & host  [00:02:54] - [00:05:11] The science of warmth and competence  [00:05:11] - [00:07:30] The warmth & competence model  [00:07:30] - [00:09:34] Four leadership quadrants  [00:09:34] - [00:11:47] Why the Matrix matters for CX leaders  [00:11:47] - [00:14:32] Real-world example: The Dolomite hotel  [00:14:32] - [00:15:56] Leadership reflection & practical application  [00:15:56] - [00:19:07] Tips to grow warmth  [00:19:07] - [00:24:43] Learning from warm leaders: Hema’s CEO  [00:24:43] - [00:28:23] Tips to grow competence  [00:28:23] - [00:29:50] Recap of action steps  [00:29:50] - [00:31:19] Three universal tips for all leaders  [00:31:19] - [00:32:48] Conclusion & invitation  [00:32:48] - End credits    Resources & links  Warmth–Competence research: Fiske, Cuddy, & Glick (2007); Cuddy, Kohut & Neffinger (2013)  Nienke wrote a blog about this topic with an interesting model, you can read it here.    About Nienke  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 for 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 of 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.    Enjoyed the episode?  Leave a quick rating or review in your favorite podcast app and share this episode with a fellow CX leader who’s ready to spice up their influence! 

Welcome back to CX Leadership Talks! In a refreshing role reversal, today Nienke Bloem - your host - takes the guest seat, joining host Adam Dorrell for a conversation you don’t want to miss. Known for her infectious energy and practical approach to driving real change, Nienke opens up about what it really means to “spice up” customer experience - hint: it starts with leadership.  Together, Adam and Nienke cut through CX industry jargon and get real about the challenges of building a customer-centric culture, balancing strategy with fast, practical action, and learning to love tough customer feedback. Nienke shares colorful stories from her career journey - from small island beginnings in Texel to leading CX for telecom giant KPN - and introduces refreshing concepts like “truth makers” vs. “truth seekers” and the art of “friction hunting.”  This episode is packed with hands-on leadership tips, memorable metaphors (ever heard of CX cosplay or fire prevention in CX?), and candid discussions on building true authority and resilience as a CX leader. Whether you’re looking to energize your CX strategy or need inspiration to face tough boardroom conversations, this conversation delivers insights you can act on right away.  Tune in for Nienke’s spicy perspectives and practical advice, and learn how to bring more heart - and action - into your customer experience leadership.    Timestamped overview:   00:00 Enhancing leadership for impact  05:04 Early risers' varied workday  09:19 Truth makers vs. truth seekers  12:34 Truth makers triumph over seekers  16:10 Slow processes in Customer Experience  17:56 Pilgrimage as strategic journey  23:30 Customer-Centric strategy execution  27:25 Urgent need for improved CX  29:13 Engage, don't convince, in CX  32:54 Prioritize understanding, avoid judgement  35:21 CX leadership strategies & stories  39:37 Costly advertising and low conversion rates  41:55 Mastering NPS for CX leaders  46:26 From conflict to connection  47:44 CX Program improvement suggestion    Extra information:   Connect with Adam on LinkedIn. Booktip: Winning on Purpose     About Nienke:   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 for 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 of 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.

Welcome to a fresh episode of CX Leadership Talks, hosted by Nienke Bloem - the international customer experience expert known for her practical wisdom and signature blue dress! In this special “back to basics” episode, Nienke dives deep into the essentials of making your customers come back for more. You’ll get an insider’s look at her new CX Boomerang model - a simple yet powerful framework designed to help you create experiences that are effective, easy, enjoyable, and truly memorable.  Blending   the famous CX model by Forester timeless research from Daniel Kahneman and  the EPIC moments framework of Chip and Dan Heath,  Nienke shares actionable insights and memorable stories from business and everyday life alike. Whether you’re a seasoned CX leader or just starting your journey, you’ll discover practical strategies to build long-lasting loyalty and real business value by delivering unforgettable moments throughout your customer journey.  Tune in for inspiration, practical ideas you can use today, and a reminder that even the smallest memorable touch can boomerang back as loyalty, advocacy, and growth for your business. Get ready to be inspired to make CX work - for you, your team, and your customers!  Timestamped overview:  00:00 Creating memorable CX  04:28 Enhancing customer journeys moments  08:47 Refocusing on CX fundamentals  11:11 Creating effortless, enjoyable, memorable experiences  17:02 Memorable CX moments  18:47 IKEA's simple checkout experience  23:57 Applying the Boomerang model to journeys  26:19 Client loyalty in veterinary services  30:16 Dutch approach to customer loyalty  31:08 Enhancing client experience  36:08 Creating memorable business moments  39:38 Thoughtful gestures and kindness practices  44:32 Enhancing customer experience reflection  46:50 Creating memorable customer experiences    Extra information:  Video Daniel Kahneman – Experience vs Memory of Experience: https://www.youtube.com/watch?v=XgRlrBl-7Yg  One page summary of The Power of Moments EPIC model: https://www.scribd.com/document/472290032/heathbrothers-power-moments-1-page-summary-epic    About Nienke:  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 for 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 of 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.

You’re probably expecting to hear Nienke’s familiar voice in this episode - but not today. Surprise! This episode was not recorded by Nienke. In fact… it wasn’t recorded by a human at all. While Nienke was in Singapore, diving deep into all things Artificial Intelligence - from chatbots to content creation, from productivity boosters to playful creativity - something unexpected happened. AI got its hands on her book CX is a Pilgrimage… and decided to make a podcast about it. Meet Notbook LM: the AI behind this unusual episode. It read the book, processed the CX philosophy, and crafted an audio experience all on its own. No, it doesn’t sound like Nienke. Yes, it talks about her ideas. And yes - it might just blow your mind a little. Curious to hear how AI interprets a CX journey? Hit play and enjoy this one-of-a-kind experiment. Let the CX pilgrimage continue - in a totally new voice. Timestamped overview 00:00 Fear of change: Can you? 04:04 Road map to potential 06:32 Choose your CX toolkit wisely 12:42 Fostering a culture of safety 13:58 Colleague's support transformed struggle 17:29 Prioritize self-care and joy About Nienke: 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 for 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 of 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.

Welcome to a new solo episode of CX Leadership Talks! Today, Nienke Bloem CCXP dives into a topic that can transform your CX leadership journey: mentorship. With over 53 CX leaders mentored since 2020 through her Masterminds and individual mentoring programs, Nienke shares why having a mentor is not a luxury, but a real accelerator for your success as a CX leader, expert, or consultant. In this episode, you’ll learn: Why mentoring isn’t about fixing you - it’s about expanding you What can go wrong when you don't have a mentor How a mentor gives you fresh perspectives, strategic direction, and real accountability The 10 powerful elements a CX mentor can bring to your leadership journey The difference between internal and external mentors and why Nienke loves working with external mentors Common misconceptions about mentoring (and why it’s not just for struggling leaders) How mentoring can help you dream bigger, grow faster, and lead stronger Are you ready to grow your CX leadership impact? If you're curious about what mentoring with Nienke might look like, feel free to send us an email at nienke@nienkebloem.nl and we'll be happy to tell you all about it. Time stamped overview: 00:00 Mentorship for CX leaders 06:20 Power of mentorship 09:52 Guiding mentees in CX strategy 10:57 Accountability and overcoming procrastination 15:37 Value of real-life mentorship 17:15 Role models inspire bigger dreams 21:51 Seek mentorship for leadership growth 23:46 Share your episode review About Nienke: 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 for 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 of 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.

In this eye-opening episode, Nienke Bloem talks with organizational consultant and founder of Met Klanten, Sarah van der Wiel, about how systems thinking can transform the way we approach customer experience. Sarah shares her unique blend of expertise - from CX and behavioral design to organizational anthropology and systemic work - and introduces us to her newest method: Customer Constellations. Together, they explore: Why customers are not outside the system, but part of it How to recognize deeper, systemic root causes behind recurring customer pain points What language, power dynamics, and organizational history have to do with CX Why slowing down might be the smartest move CX leaders can make How to create lasting change that actually sticks If you've ever felt like you're fixing the same issues over and over again, this episode is a must-listen. Time stamped overview: 00:00 Emotional connection with banks 05:53 Trends in cultural and behavioral design 09:27 Customers shape the ecosystem 12:59 Reflecting on a 11-year-old event 15:34 Breaking Customer System Silos 17:36 Cultivating curiosity through feedback 23:04 Humanizing Customer Experience transformation 26:29 CX leadership & narrative change 30:11 Dutch childcare benefits scandal 31:22 Fall in love with problems 35:09 Systemic leadership literature challenges 37:25 Launch of Customer constellations Resources mentioned: 🔗 You can connect with Sarah here  🌐 Learn more here  Dutch: Barbara Hoogendoorn books English: Els van Steijn – The fountain   About Nienke: 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 for 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 of 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.

In episode 50 of the CX Leadership Talks podcast, Nienke Bloem celebrates this milestone moment by taking you on a personal and powerful journey through her CX education experiences. She shares the lowlight that started it all - a disappointing CX course in London - and how that frustration became the spark to build her own CX training programs. From there, she reflects on seven key learning experiences that shaped her leadership, including: ✨ A behind-the-scenes tour at Zappos and their legendary employee culture ✨ Learning CX magic at the Disney Institute (yes, there were Minnie ears!) ✨ Earning two diplomas from Harvard Business School Online ✨ The value of being part of an international mastermind that fuels strategy and accountability This episode is a celebration of growth, resilience, and the power of investing in yourself. If you're a CX leader or aspiring to become one, you’ll walk away with fresh insights and a renewed belief in lifelong learning. 🎧 Hit play and discover what these experiences taught Nienke and what they can teach you too. Timestamped overview 04:08 Disappointing CX training experience 08:19 Thin slicing concept explained 12:16 Commitment in blended learning 16:36 Networking and mastermind importance 18:06 Mastermind connections for CX leaders 21:01 Design thinking and growth Resources mentioned: Download the free e-zine with my 27 Zappos learnings here. For more info about the CX Leadership Masterminds program, visit Nienke's website here. About Nienke: 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 for 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 of 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.

Title: #49 Stop being the Best-Kept secret in your company - Make your CX Story stick Welcome back, my CX friends! In this episode of CX Leadership Talks, I'm diving into the art of crafting unforgettable customer experience stories that truly stick and leave a lasting impact. Drawing inspiration from one of my favorite books, "Made to Stick" by Dan and Chip Heath, I'll be sharing six transformative elements to take your CX narrative to the next level. From simplicity to surprise, concreteness to credibility, and more, we'll explore how to make your message memorable and drive change in your organization. Plus, I'll tell you about my upcoming webinars where you can work with me to refine your CX story and make it truly stick. Whether you're a seasoned CX pro or just starting out, this episode is packed with insights and practical tips to spice up your leadership and storytelling skills. Tune in and let's transform your CX communication together! In this episode, you’ll learn how to make your CX story Stick, by using the SUCCES formula of the Heath brothers: ✅ Simple – Find the sharpest core message (no more 43-slide decks!) ✅ Unexpected – Grab attention by flipping the script ✅ Concrete – Ditch vague buzzwords; bring true client stories to the table ✅ Credible – Back it up with real numbers and support from senior leaders ✅ Emotional – Data informs, but emotion moves ✅ Stories – Because stories are how people remember and act CX Leaders, this is for YOU if: ✔️ You’re tired of repeating yourself ✔️ You want people to take action after your presentations ✔️ You’re ready to spice up your leadership with a story that spreads 📅 And don’t miss this: Join Nienke’s free 1-hour First Aid CX Story Webinar to test and upgrade your own story using her CX Story Blueprint. 🧡 March 25 (NL) – Dutch edition 💙 March 26 (INT) – International edition 🧡 March 27 (BONUS) – Extra session! 📩 Register here   Time stamped overview 00:00 Creating stickiness in Customer Experience 03:22 Webinar: Enhance Your CX Story 07:20 Unexpected low reviews shock customers 12:11 Creating emotional connections through context 14:47 Integrating success elements into stories 18:28 Join my webinar next week   About Nienke: Nienke Bloem CCXP 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 for 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 of 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.   And register for her webinars this last week of March 2025: 🧡 March 25 (NL) – Dutch edition 💙 March 26 (INT) – International edition 🧡 March 27 (BONUS) – Extra session! 📩 Register here