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This is THE podcast for you as a Customer Experience Leader. To learn where to spice up your CX leadership. Listen to CX colleague’s, thoughtleaders and of course your host Nienke Bloem. She has educated and spoken with CX Leaders all around the globe, is a Recognized Training provider with the CXPA and knows how to make CX work! Honest, fun and always with a practical twist to help you become an even better CX leader.
Episodes
3 days ago
3 days ago
Welcome to a new episode of CX Leadership Talks! In this episode, host Nienke Bloem is thrilled to welcome David Wachs, the visionary CEO and founder of Handwrytten. David is on a mission to revolutionize personalized communication by blending the timeless art of handwritten notes with the power of cutting-edge technology. Handwrytten's unique approach is making waves in the customer experience space, enabling businesses to send real, heartfelt notes at scale - using an incredible AI-driven process that brings back the charm of personal touch in a digital age.
David's journey as an entrepreneur is inspiring. Before founding Handwrytten, he built and sold Cellit, a leading mobile messaging company. His deep expertise in engineering and his passion for creating meaningful connections have established him as a respected leader in the CX community. In this episode, he'll share invaluable insights on how to elevate customer relationships by merging automation with sincerity.
And there's more! David will reveal an intriguing case study from a snack box company that used Handwrytten's unique service as a win-back strategy, turning customer dissatisfaction into loyalty. This episode is packed with golden nuggets on how to leverage technology for genuine, human connections. So stick around - you won't want to miss this eye-opening conversation on the future of personalized customer experience!
About Davis Wachs (visit his LinkedIn profile here)
David Wachs is a serial entrepreneur and the founder of Handwrytten.
Before Handwrytten, David founded Cellit, a pioneering mobile marketing platform recognized as a top player in mobile CRM. Cellit served high-profile clients like Abercrombie & Fitch and Pizza Hut and was ranked #262 on the Inc. 500 list. It was acquired by HelloWorld in 2012.
David is a frequent speaker on messaging technology and has been featured in outlets like The Wall Street Journal and USA TODAY. He also writes a column for Inc. Magazine titled "Stepping Away from the Day to Day."
Time Stamped Overview:
00:00 Entrepreneur transforming outreach: text messaging to handwritten notes.
04:17 Wanted meaningful connection; wrote authentic handwritten notes.
09:55 Wide application, $50+ client value crucial.
12:07 Handwritten notes boost appreciation and response rates.
14:31 ID helps organize appointments and rescheduling efficiently.
19:45 Strategically use handwritten notes to enhance relationships.
23:37 Automated handwritten notes personalize luxury house purchases.
24:28 Ensuring consistent customer experience using automation.
29:32 Automated note-writing using AI and ChatGPT.
33:06 API warns but doesn't prevent capitalization issues.
36:23 Handwritten notes enhance customer experience, brand connection.
39:52 CX leaders should engage directly with customers.
David’s recommendations:
- Do you have a grip on your business, or does your business have a grip on you? My book suggestion for you is Traction.
- Visit the site of Handwrytten
Want to grow as a CX Leader? Contact Nienke Bloem via her website . She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.
Monday Nov 04, 2024
Monday Nov 04, 2024
Welcome back to another episode of CX Leadership Talks with your host, Nienke Bloem. In this episode, we dive into the art and science of crafting powerful calls to action within your CX leadership journey. As Nienke shares her recent experiences from a trip to the USA, she draws a parallel between the barrage of roadside election signs and the noisy environment within organizations, where employees are bombarded with calls to action daily.
This episode concludes her series on CX stories, emphasizing the importance of ending your CX narrative with clear, impactful calls to action that drive real change. Nienke offers insightful tips on avoiding vague endings like "any more questions," highlighting instead how to guide your audience towards specific, actionable steps. You can watch the YouTube video she refers to here.
Join us as Nienke unpacks the magic of a well-crafted call to action and provides practical advice on how you can achieve a stronger CX ripple effect within your organization. Let’s tune in and transform your CX leadership approach!
Timestamped overview
00:00 Clarify action despite distractions in presentations.
05:54 Create bold, actionable calls to engage audience.
09:32 Drafting calls to action; webinars and training available.
10:31 Webinar on election day; join us!
Want to grow as a CX Leader? Contact Nienke Bloem via her website or LinkedIn. She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.
Monday Oct 28, 2024
Monday Oct 28, 2024
In this captivating episode of CX Leadership Talks, your host Nienke Bloem explores the art of storytelling as a powerful tool for enhancing customer experience (CX) and leadership. Drawing on her extensive experience and insights, Nienke emphasizes the importance of viewing customer experience as a marathon rather than a sprint. She guides listeners through the process of crafting impactful change narratives, highlighting the indispensable role of personal stories in making presentations memorable and effective.
Listeners will learn about four types of personal stories - ranging from personal customer experiences to personal interests - that can elevate a leader's likability, authority, and relatability. Nienke shares her own compelling experience with Emirates Airlines to illustrate the LARA principle (Listen, Analyze, React, and Act) and the value of personal attention in customer service.
Tune in to discover how personal anecdotes can transform dry facts into engaging stories that resonate with audiences.
Discover the secret to making your CX stories impactful and engaging, and don't miss Nienke's valuable tips on integrating personal elements into your storytelling for more effective leadership and communication. Join Nienke Bloem as she sends greetings from the Netherlands and empowers CX leaders to create stories that inspire change.
Timestamped overview
00:00 – Engaging and likable presentations are more memorable.
04:48 – Mapping CX stories and transformations from personal experience.
08:51 – Crafting relatable, authoritative, and likable stories using personal experiences.
11:36 – Adding a personal touch to corporate leadership programs.
14:33 – Focusing on positive customer experiences, such as those with Emirates.
18:58 – Reacting, improving processes, inspiring curiosity, and enhancing customer experiences.
22:23 – How listening and understanding improve customer experience leadership.
25:22 – Being relational: understanding customer needs and reframing problems.
27:18 – Using storytelling to enhance likability and explain the importance of data.
30:21 – Hosting webinars and introducing an online CX program.
Want to grow as a CX Leader? Contact Nienke Bloem via her website or LinkedIn. She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.
Monday Oct 21, 2024
Monday Oct 21, 2024
Welcome to a new episode of CX Leadership Talks, where Nienke Bloem CCXP helps CX leaders enhance their leadership abilities. This episode focuses on crafting compelling CX stories - a cornerstone for any CX leader's influence and impact. Nienke highlights the importance of a well-structured change narrative, sharing her own experiences and insights from her CX leadership journey.
She introduces the "CX Story Blueprint", detailing its four key components: a personal element, a sense of urgency, a CX strategy, and a call to action. Nienke emphasizes that each component is crucial for engaging audiences and driving change within an organization.
Listeners are invited to join upcoming webinars in November to work on their CX stories, receiving guidance to draft their narratives effectively. Whether you're new to storytelling or looking to refine your approach, the episode serves as a comprehensive guide to building a robust CX story.
Remember, crafting a stellar CX story can amplify your leadership and create those transformative ripple effects within your organization. Keep leading and stay tuned for more insights in next week's episode.
Timestamped overview
00:00 English & Dutch sessions to help leaders improve.
04:56 Creating a CX leadership journey with step-by-step plan.
06:44 Four elements create a great CX story.
11:13 Include personal elements for effective CX storytelling.
12:55 Inject personality and urgency into customer experience.
18:35 Enhance CX narrative: urgency, strategy, action.
19:20 Register for webinar to get CX story blueprint.
Want to grow as a CX Leader? Contact Nienke Bloem via her website. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.
Monday Oct 14, 2024
Monday Oct 14, 2024
Welcome to another insightful episode of the CX Leadership Talks podcast with your host, Nienke Bloem CCXP. This week, we're diving deep into the world of CX stories, a fundamental tool for any CX leader aiming to make a significant impact. Over the next four weeks, we'll explore the 'why,' 'how,' and 'what' of crafting and delivering compelling CX narratives.
This week's episode is all about embracing your role as the Chief Reminder Officer, a pivotal yet unsung role in ensuring your customer experience strategy resonates across your organization. Join Nienke as she shares her journey from her recent content retreat in Australia, her learnings from renowned entrepreneur Jane Anderson, and the importance of repetition in communication. Plus, discover how a well-crafted CX story can create lasting change and even propel you in your career. Tune in to learn about the power of storytelling in CX, and start crafting your own CX change narrative.
Timestamped overview
00:00 Following CX education, inspired by Jane Anderson.
04:27 Hosted CX masterclass to enhance organization's understanding.
07:42 Consistent storytelling creates clarity and decision guidance.
11:08 Communicate clearly using structured, repeatable presentations.
14:56 CX leadership creates career advancement opportunities.
16:59 Spice up customer experience; podcast on CX roles.
If you're interested in CX storytelling, check out this previous episode, on how to avoid these 5 mistakes in your CX Storytelling journey.
Want to grow as a CX Leader? Contact Nienke Bloem via her website . She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.
Monday Oct 07, 2024
Monday Oct 07, 2024
In this episode of CX Leadership Talks, guest Eytan Hattem, CEO at Cemantica, joins host Nienke Bloem to discuss the vital role of people in mapping customer journeys and the connections between customer, employee, and partner experiences. Eytan emphasizes the journey management's shift from being seen as a "nice to have" to an operational system within organizations, offering practical examples to engage employees.
He recommends "Experience Operating System" by Diane Magers and Michael Hinshaw as a valuable resource for CX leaders, and discusses the importance of empowering CX professionals with good data and understanding the organization's customer-centric maturity level. And on a more personal note, the hosts also share their favorite French snacks and provide links to relevant resources and further contact information.
This episode delves into journey mapping, journey management, and journey orchestration, shedding light on the strategic and tactical elements of each stage. They emphasize the need for leadership, continuous learning, and cultural and organizational changes to achieve seamless customer experiences and discuss the impact of AI on CX initiatives. Overall, the episode explores the evolution of CX teams, the importance of customer experience fundamentals, and the preparation and education needed for effective journey management.
So, join us for an engaging discussion on the evolving landscape of CX and the strategies to drive impactful change in your organization.
About Eytan Hattem (visit his LinkedIn profile here)
Eytan is an executive in Customer Experience, with international expertise in the digital transformation domain as a strategic consultant, thought-leader, engagement manager and business developer.
Throughout his career he gained experience in various technological fields (customer relationship management, cloud, mobile platforms, big data, AI, business analytics, IoT, and more) with multi-disciplinary background (general management, business development, partner relationship, delivery, support, etc.).
Eytan led multinational teams in various sites implementing a results-driven culture with a strong leadership focus on people, strategy and business outcomes.
Timestamped overview
00:00 Cemantica's ambition: create a frictionless world.
03:31 Difficult to explain my role, customer experience professional.
06:33 Changed approach from inside out to outside in.
10:47 Managing customer journey requires rigor, practice, governance.
13:39 Map customer journey, orchestrate data, validate hypothesis.
18:18 Refining journey with orchestration engines and data.
22:04 Develop customer experience strategy before journey mapping.
25:24 Emphasize customer impact, not just internal changes.
27:19 AI is a valuable copilot for humans.
30:32 Customers seek universal experiences, AI-driven.
34:26 Cemantica prioritizes execution, connectors, and data integration.
36:50 Empowerment and data are crucial for success.
41:10 People mapping digital operations, visualizing customer journeys.
44:41 Stimulates thinking about solving customer pain points.
46:51 Customer experience is either strategic or not.
49:25 Leadership needed for Cemantica, details in notes.
Eytan’s recommendations
- Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It by Michael Hinshaw and Diane Magers
- Visit the site of Cemantica.com
Monday Sep 23, 2024
Monday Sep 23, 2024
Welcome to another new episode of "CX Leadership Talks"! Join host Nienke Bloem, while she dives into the vibrant world of Global CX Day. This episode is packed with insights, strategies, and nine powerful and practical ideas on how to use this special day (or create your own special Customer Day) to boost customer-centricity within your organization and spice up your CX Leadership.
Now, you’re eager for more ideas and detailed strategies. That’s why you should definitely listen, as Nienke takes you along the journey of leveraging global CX Day. From ideation to evaluation, this episode covers every aspect of effective CX event planning.
You will learn about the five key planning elements crucial for any CX initiative: Ideate, Organize, Deliver, Share, and Evaluate. Nienke also outlines NINE strategies for engaging different target audiences within an organization, from the entire organization to CX teams and individual professionals.
Tune in to get practical tips and creative ideas on how to make your Global CX Day or Customer Week a memorable and impactful event. Don’t forget to catch the tease for our next episode focusing on journey management with a special guest. But first, it is time to spice up Global CX Day!
Timestamped overview:
00:00 Customer experience management is a global profession.
03:37 Recognizing and celebrating exceptional customer experience efforts.
07:41 Plan, organize and deliver customer experience management.
09:45 Capture, share, evaluate, plan, ideate, organize, deliver.
14:19 Hackathons drive quick wins and long-term innovations.
17:59 Host panels, engage customers, highlight CX efforts.
21:56 Effective annual customer engagement ideas for CX team.
25:22 Team reviews customer feedback for trends and solutions.
27:01 CX fact sheet and inspiration carousel. Interested?
30:24 Embrace gratitude, celebrate CX Day, thank sincerely.
33:48 Use ChatGPT/ Copilot for drafting emails efficiently.
36:28 Celebrating Global CX Day with Dutch chapter.
Links from this episode:
Tickets for Dutch Global CX Day
Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio: https://www.nienkebloem.nl/en/cx-educatie/
Monday Sep 09, 2024
Monday Sep 09, 2024
In this episode of CX Leadership Talks, host Nienke Bloem and guest Avi Liran delve into the significance of empathy, gratitude, and creating genuine connections in customer experience and leadership.
Avi shares insights on the neuroscience behind delighting others, emphasizing its impact on trust, business success, and profitability. The conversation explores the importance of authentic appreciation, personal gestures, and creating delight in customer interactions.
Additionally, they discuss the implications of cultural sensitivity in gift-giving, the impact of fairness and respect on customer loyalty, and the empowerment of employees through delightful company culture. The episode also addresses the challenge of delivering delight in difficult circumstances and emphasizes the need for leaders to prioritize genuine connections with customers.
Join Nienke and Avi for this enriching episode and let Avi's wisdom inspire you to lead with empathy and create genuine delight in your customer interactions.
About Avi Liran (visit his LinkedIn profile here)
Traveling the world on a mission to delight one person, one workplace at a time. Learning and researching about creating positive and happier cultures to foster delightful employee experiences, thereby retaining, engaging and empowering them to in turn, deliver delightful customer experiences. Avi's keynote talks seek to inspire audiences while his training programs aim to help organisations make delightful transformations.
With over 20 years of leadership in the corporate world (as a former diplomat trade commissioner and venture capital entrepreneur), Avi shares on stage real life experiences, case studies, stories and original thought provoking recipes that are easy to learn but sure to make an astounding impact.
Timestamped overview
00:00 Finding purpose requires values, especially respect and fairness.
03:51 Mistake with booking bungalows, intern's error.
08:28 Delighting others triggers neuroscience rewards, leading to connection.
12:13 Father's sudden death changes perspective on life.
17:20 Contribution adds value, giving is what's wanted.
19:32 Unusual toilet paper Christmas gift creates laughter.
22:55 Busy, but let's chat over coffee later.
24:55 Belgium hospitals discover "mango moments" impact.
30:53 Beggar is a person putting stuff in bag.
32:48 Showing appreciation creates VIP status at restaurants.
37:11 Banks and relationships depend on offering support.
38:13 Be there for people, rebuild relationships, add value.
42:22 Powerful words to enhance communication impact.
46:01 Practice empathy, show gratitude, lead authentically.