CX Leadership Talks

#49 Stop being the Best-Kept secret in your company - Make your CX Story stick

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

 

#48 Stop reinventing the wheel: Why you only need ONE CX Story

Are you constantly tweaking your CX message for different audiences? Do leaders, employees and stakeholders hear different versions of what CX means in your organization? If so, you might be diluting your impact instead of strengthening it.

In this episode of CX Leadership Talks, your host Nienke Bloem CCXP shares why the best CX leaders don’t change their story every time, but instead have ONE clear, repeatable CX story that aligns teams, secures leadership buy-in, and drives action.

What you’ll learn in this episode:

• The #1 mistake CX leaders make with their messaging.
• Why having multiple CX stories creates confusion and weakens impact.
• The four essential elements of a strong, repeatable CX story.
• How to adapt your story for different audiences without changing the core message.
• How to get your entire team to reinforce the same story for a true CX ripple effect.

Episode challenge:
Take a look at the last few CX presentations or messages you’ve shared. Are they consistent? Does your team use the same key message when talking about CX? If not, it’s time to create and align around ONE CX story!

Join the CX Story webinars on March 25 & 26!
Want hands-on guidance to craft your ONE powerful CX story? Register now for my upcoming CX Story Webinars and learn how to make your CX message stick and spread across your organization.

Time stamped overview

00:00 Consistent messaging is key

03:19 One CX Story, One Strategy

08:53 Consistency in CX Storytelling

11:53 Neglecting Customer Service issues

13:39 Urgent CX Storytelling strategy

17:31 Fixing frictions with three pillars

20:39 Tailored call to action strategies

24:05 Effective call to action strategies

26:50 Crafting a powerful CX Story

 

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.

#47 How to get your organization to feel the urgency of CX

In this week's episode of CX Leadership Talks, host Nienke Bloem dives into a critical challenge for CX leaders: how to create a true sense of urgency around customer experience (CX). Without urgency, even the best CX strategies can stall.

Through her journey with KPN and her work with clients, Nienke shares how organizations - commercial or governmental - can prioritize CX more effectively. She introduces the "CX Time Trap", explaining why CX is often seen as important but not urgent, and provides a mini-formula to help leaders break through this perception. By aligning data with emotion and business goals, CX professionals can drive real action.

But how do you master this skill? Join Nienke’s exclusive webinars on March 25th and 26th! In these live sessions, she will guide you in crafting compelling CX stories that inspire action and align with business priorities. Don't miss this opportunity to refine your urgency narrative and strengthen your CX leadership.

Secure your spot here.

See you there! 

Timestamped overview

00:00 Creating urgency in Customer Experience

05:03 Customer urgency and CX solutions

10:21 Linking CX to business success

12:27 Customer Experience: Why now?

14:32 Overcoming government agency plateau

17:43 Rock the CX world!

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.

#46 Communicate CX concepts with impact, using the CLEAR method

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders that want to spice up their leadership.

In this week’s special edition, your host, Nienke Bloem CCXP, introduces her innovative CLEAR method designed to help CX leaders make complex customer experience concepts clear. Nienke tackles one of the biggest frustrations in the industry: how to make sure that stakeholders truly understand and act on CX concepts and methods.

Discover how to transform abstract ideas into actionable insights through concrete examples, simple language, and inspiring stories. This episode is packed with practical tools and a challenge to elevate your communication skills, ensuring that your CX strategies are clear and impactful. Don’t miss out on this journey to make CX easy and memorable for your colleagues

🔑 CLEAR stands for:
🔵 C – Concrete (Avoid vague statements. Make it real with examples.)
🔵 L – Literal (Use simple, everyday language—not jargon.)
🔵 E – Example-Driven (Show, don’t tell. Use real stories and comparisons.)
🔵 A – Actionable (Give people something specific to do.)
🔵 R – Repeatable (If people can’t repeat it, they won’t remember it.)

 

Timestamped Overview:

00:00 Enhancing CX Leadership Strategies

04:27 "Making Customer Experience Work"

08:03 Creating Urgency in Customer Experience

11:26 Concrete Customer Feedback Process

15:20 Importance of Example-Driven Communication

18:13 Clarifying Leadership Ambassador Roles

20:13 "Importance of Repeating CX Stories"

24:25 Simplifying Leadership Communication

26:41 "Communicate Better: Join Our Webinars"

 

And that wraps up this episode of CX Leadership Talks! I hope you’re feeling inspired to apply the CLEAR method and make customer experience concepts truly stick.

Want to dive even deeper into CX leadership and sharpen your communication skills? Join my upcoming webinars, where I’ll be sharing even more actionable strategies to simplify CX and drive real impact in your organization.

Secure your spot now through this LINK and start making CX crystal clear for everyone in your organization!  See you there!

Resources Mentioned:
Podcast episode #13 : Avoid these 5 mistakes inyour CX Storytelling journey!

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. 

 

 

#45 Levi9: Gamechangers in tech, driven by Customer Focus

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders that want to spice up their leadership.

In this latest episode, your host Nienke Bloem CCXP sits down with Pauline Bruyel, Customer Experience Manager at Levi9. They delve into the unique world of IT services and discuss how Levi9 stands out by maintaining a relentless focus on customer centricity, even in challenging times. Discover how Pauline bridges the gap between tech teams and business needs, and learn about the innovative strategies Levi9 employs to ensure their solutions are both functional and delightful for end-users.

With engaging examples from Pauline's own journey from archaeology to CX management, this episode is a treasure trove of insights for anyone looking to elevate their customer experience game, especially within the B2B sector. Tune in for an inspiring conversation that sheds light on the importance of understanding the end customer and the role of leadership in shaping customer-centric cultures.

Timestamped Overview

00:00 From archaeology to IT: A people-centric journey
05:54 Customer focus as strategic pillar
09:13 Customer-centric solution development
10:48 Scalable development methodologies
16:13 Misconceptions in customer focus
17:27 Customer understanding fuels success
22:15 Resolving customer feedback challenges
26:24 Customer focus and training initiative
28:30 Creative good luck gift ideas
30:30 Surprise your customer ideas
34:22 Enhancing total experience
37:43 Creative customer feedback utilization
43:03 Great CX leadership insights

Resources Mentioned:

• Connect with Pauline Bruyel through Linked-In.
• Click here for more information on Levi9
• Book recommendation for Steven van Belleghem ‘Diamond in the Rough’

Podcast Episode with Steven van Belleghem on his book ‘Diamond in the Rough’

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. 

#44 The Dunning–Kruger effect: The blind spot holding your CX strategy back

Welcome back to CX Leadership Talks! The podcast for CX leaders eager to elevate their leadership game.

In this engaging episode, your host Nienke Bloem dives into the complex yet fascinating world of the Dunning Kruger effect and its impact on customer experience leadership.

Discover how overconfident leaders may unknowingly harm CX efforts and learn the essential strategies to recognize and combat this cognitive bias. Nienke shares insightful red flags, real-life stories, and actionable steps to help organizations mirror reality, highlight best in class, and encourage self-reflection.

Whether you're looking to drive meaningful CX transformation or simply become a more self-aware leader, this episode is a must-listen for all CX professionals. Tune in, share with fellow leaders, and keep spicing up your leadership journey!

Timestamped Overview

00:00 Customer assumptions over reality
05:49 Customer first commitment lacking
09:17 Overconfident leaders harm performance
12:41 Encouraging self-reflective leadership
13:39 Customer-centric leadership strategies
16:43 Transformative leadership and insights

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. 

#43 The CX playbook for governments: Lessons from Robert Vels

Join me for an inspiring conversation with Robert Vels, CX leader at the Netherlands Enterprise Agency (RVO) and a key advocate for customer-centricity within the Dutch government. In this episode, we dive into how Robert is leveraging CX to rebuild trust in public services, streamline operations, and drive meaningful change.

Together, we explore:

• The role of CX in fostering trust and improving government services.
• How Robert led the development of a government-wide CX maturity model and metrics framework.
• The importance of building a thriving CX community across public sector organizations.
• Practical leadership lessons on staying focused, making CX actionable, and ensuring the journey is both impactful and enjoyable.

Robert shares his vision for embedding CX at the strategic level in government, the challenges of navigating political cycles, and his innovative approach to fostering a culture of customer-centricity. Whether you’re in the public or private sector, this episode is packed with valuable insights to elevate your CX leadership.

Timestamped Overview:

00:00 Loss of trust in government impacts services.

05:01 Debate over government using "clients" or "customers."

09:34 2023 Government collaboration, slower progress compared to commercial.

12:10 Efforts to grow CX in Netherlands government.

16:13 Inspired by White House focus on CX strategy.

19:16 Current model improves customer journey mapping effectiveness.

23:19 Shared practice enhances customer experience professionalism.

24:01 Created CX community in government with 900 members.

27:59 Senior management visits customers regularly, enhancing culture.

31:44 A confused mind says no, impacts leadership.

36:29 Robert's LinkedIn in show notes.

 

Resources Mentioned:

• Connect with Robert Vels on LinkedIn.
• Learn about the CX community. When you register you will have access to the relevant documents. If that doesn't work, people can email Robert at robert.vels@rvo.nl.

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. 

#42 AI for CX Leaders: Practical strategies you can’t ignore.

In this insightful episode of CX Leadership Talks, hosts Nienke Bloem and Mia Liljeberg dive into the transformative role of AI in business and customer experience. Mia, a digital leadership expert, shares her experiences and expertise on the ethical, holistic, and human-centric approaches to AI implementation.

Key topics discussed:

• AI's multifaceted role: Discover how AI can enhance productivity and personalization, and understand its potential in reshaping business intelligence for predictions.
• AI & customer personas: Explore how tools like ChatGPT can be leveraged to create detailed customer personas, elevating personalized services.
• AI for frontline operations: Discuss the democratization of AI and its impact on frontline efficiency, onboarding, and innovation.
• Balance of challenge and skill: Understand the flow model and how AI can maintain this balance to make tasks more engaging for employees.
• AI in change management: Mia emphasizes the importance of effective change management when integrating AI to ensure safe transitions for employees.
• Addressing misconceptions: Break down myths around AI’s impact on personal intelligence and the notion that it reduces the personal touch in customer interactions.
• AI ethics and responsibility: Highlight the importance of ethical and sustainable AI use, emphasizing a 360-degree perspective for responsible operations.

Mia’s global perspective - having traveled through multiple Asian countries - enriches her discussion on digital leadership in a rapidly evolving AI landscape. The episode underscores the importance of curiosity, continuous learning, and engaging in team discussions to navigate AI's evolving role in business. Whether you're interested in AI's impact on customer experience or the future of digital leadership, this episode offers valuable insights for leaders and innovators alike.

Tune in to discover how AI can empower your leadership and transform your customer experience strategies in this rapidly advancing digital age.

 

Timestamped overview

00:00 Focus on change management from human perspective.

04:32 AI supports limitless possibilities, enabling dreams.

08:02 Personalization involves predicting preferences using information.

12:08 AI enhances intelligence by revealing blind spots.

15:08 Make AI accessible for front desk empowerment.

16:55 Flow model optimizes challenge to maintain engagement.

20:42 Prioritize employee acceptance and safe AI integration.

25:26 Focus on systemic and human growth drivers matrix.

28:36 Enhancing contact centers with AI for FAQs.

33:44 AI can amplify bias; ethical usage crucial.

35:12 Consider impact on stakeholders for better decisions.

39:51 Curiosity about others' motives guides my perspective.

42:37 Grateful for sharing wisdom; linking LinkedIn profile.

 

Mia’s recommendations

The fearless organization, by Amy Edmonson.

Connect with Mia on LinkedIn.

 

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.