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:

1. The cost of hesitation – how online mistrust is shaping customer behavior


2. The parent trap – why raising kids in a digital world is now a shared responsibility


3. The impatience economy – speed, trust, and the rise of bite-sized influence


4. The dignity of work – why employee experience directly defines customer experience


5. 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.