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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
4 days ago
4 days ago
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.
Monday Apr 07, 2025
Monday Apr 07, 2025
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.
Monday Mar 24, 2025
Monday Mar 24, 2025
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!
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!
Monday Mar 17, 2025
Monday Mar 17, 2025
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.
Monday Mar 10, 2025
Monday Mar 10, 2025
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.
Tuesday Mar 04, 2025
Tuesday Mar 04, 2025
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.
Monday Feb 24, 2025
Monday Feb 24, 2025
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.
Monday Feb 10, 2025
Monday Feb 10, 2025
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.