CX Leadership Talks

#8 Elevating Business Impact: The Magic of CX Leadership and Design-Centric Approaches

This episode of the CX Leadership Talks podcast Design methods and CX leadership are the topics.

Krisztina Kaniszsai is my guest and a multifaceted professional with expertise in service and customer design, as well as UX research. Her mission is to create meaningful experiences that have a positive impact on business results. To reach out to Krisztina on Linkedin

The conversation in this episode explores the transformative power of design thinking and problem framing, highlighting the crucial role these play in fostering innovation and addressing customer needs. The dynamic relationship between UX and CX is also examined, emphasizing the necessity for collaboration and empathy-driven research to create impactful customer experiences. The episode delves into the importance of experimentation, training, and co-creation in achieving cohesive cross-functional collaboration and offers valuable insights into how design thinking can elevate the business impact of CX leadership.

The article forn design thinking and Airbnb:

Want to explore my CX leadership retreat in Bali in September 2024? https://www.nienkebloem.nl/en/cx-educatie/cx-leadership-retreat-bali-2024/

 

Timestamped overview:

00:11 Excited for customer experience friend from Hungary.

05:49 Passionate person with goal of educating others.

09:12 Both disciplines rely on each other.

11:17 Design is a mindset, focusing on functionality.

16:13 Obstacles are opportunities, innovate by problem framing.

19:33 Good idea, collaboration, prioritization, changed strategy.

23:56 Consider everyone, their concerns, build trust.

27:43 Experiment, pilot, start small, clear impact, educate, trust.

29:55 Hire expert for true success in CX.

35:55 ChatGPT: Design thinking saves time.

39:31 Design Thinking helps with audience interaction, LinkedIn available.

 

 

 

#7 The huge opportunities of Leadership Events for you as a CX professional

Welcome to the latest episode of CX Leadership Talks with me, Nienke Bloem. I apologize for the hiatus between episodes, as I took a much-needed break. But I'm back now, and today's episode is a must-listen for CX leaders.

We're going to dive into the world of leadership retreats and why they are such valuable opportunities for CX professionals. We'll explore the different types of events, the benefits of attending, and practical tips for making the most out of these gatherings.

I'll also share my own experiences as a speaker and organizer at such events. So, stay tuned and let's take a deeper look at leadership retreats in the world of CX.

 

More on Nienke Bloem

If you want to learn more about CX leadership, Education or having Nienke as one of your speakers, or have any questions about CX, contact Nienke Bloem via her website https:// www.nienkebloem.nl/en/ She is a CX expert and can provide you with the guidance and support you need to succeed in CX Leadership. 

Want to explore the CX Leadership Retreat 2024 in Bali?

https://www.nienkebloem.nl/en/cx-educatie/cx-leadership-retreat-bali-2024/

 

Timestamped Overview

[00:00:46] Insights on leadership conferences and practical tips.

[00:08:05] HR & L&D organize events; Internal Com sets agenda

[00:10:59] Strategic planning crucial; act now for success.

[00:15:46] Leaders discussing customers, seeking deeper connection. Invite real customers, create personas, visit contact center.

[00:19:44] Focus on customers, CEO not prepared, post-event action. Suggestions: customer interview, keynote speaker, colleague's insights.

[00:22:14] Leaders struggling with customer centric leadership.

#6 Ian Golding: The Role of CX Leadership in Today’s World

In this episode of the CX Leadership Talks Podcast, Nienke Bloem interviews Ian Golding, one of the worlds famous CX Specialists and fellow CCXP.

Together they discuss a wide range of topics like customer experience management and how to spice it up. Exploring customer experience and the topic of your leadership authority.

If you are interested in CX education and want to learn more about it, this episode is a must-listen. You will gain valuable insights and knowledge from CX experts who have years of experience in the field.

Links:

Connect to Ian Golding: https://www.linkedin.com/in/iangolding/

Connect to Nienke Bloem: https://www.linkedin.com/in/nienkebloem/

Learn more on CX Leadership education and contact Nienke: www.nienkebloem.com

Nienke is a CX expert and can provide you with the guidance and support you need to succeed in CX Leadership to truly spice it up and deliver the results you want.

Timestamps:

[00:05:14] "External customer-centric expert focuses on empowerment"

[00:08:37] "The Power of Earning Authority for CX Professionals"

[00:13:30] Why Job Titles and Salaries Don't Matter

[00:16:49] "The Importance of Listening to Four Voices"

[00:19:51] The Lack of Leadership Hindering Business Change.

[00:25:28] Board member praises simple customer journey visualization

[00:29:16] Operationalizing Theory: Basics Forgotten in Practice.

[00:31:21] "Siloed working stifles progress in businesses"

[00:34:30] "Eliminate Non-Value Added Work for Efficiency"

[00:36:31] "Identifying Non-Value Added Activity: A Strategy"

#5 How to make moments EPIC in CX: the best insights from the book ”The Power of Moments”

In this episode of the CX Leadership Talks Podcast, Nienke Bloem discusses her insights on the book "The Power of Moments" and how to use these insights to your advantage.

She breaks down four main reasonss:
1. Where you can deliver and design powerful moments for customers
2. How to use moments for change programs for colleagues and leaders
3. How to use moments for elements in your teams
4 (a little extra) How to use moments to benefit your own personal life

If you are interested in spicing up your leadership and become an even better Customer Experience Leader, this episode is a must-listen.

The website from Dan and Chip Heath on the Power of Moments: https://heathbrothers.com/books/the-power-of-moments/

The Youtube video of Daniel Kahneman on Experience versus the Memory of Experience https://www.youtube.com/watch?v=XgRlrBl-7Yg

If you want to learn more about CX leadership or have any questions about CX, contact Nienke Bloem via her website https://www.nienkebloem.nl/en/ She is the expert in the field and can provide you with the guidance and support you need to succeed in CX Leadership.

#4 Edwin Koot, Allianz Benelux : Leadership Lessons: Stepping out of Your Comfort Zone for CX Success

In this episode of CX Leadership Talks, Nienke Bloem interviews Edwin Koot, Manager Customer Experience & Analytics bij Allianz Benelux who shares his insights on Customer Experience Management. 

It is the honest story of how he stepped out of his comforzone and spiced up his leadership. It is a great conversation on Voice of the Customer, ROI and how to engage leaders in organizations. 

If you want to learn more about CX leadership or have any questions about CX, contact Nienke Bloem via her website www.nienkebloem.com. She is THE CX leadership expert and can provide you with the guidance and support you need to succeed in CX Leadership.

The Linkedin profile of Edwin Koot: https://www.linkedin.com/in/edwinkoot/ 

The Linkedin profile of Nienke Bloem: https://www.linkedin.com/in/nienkebloem/ 

#3 Seven strategies to boost your CX Leadership Authority and lead with success

Hi Dear Listener, over the years I have learned that not many CX leaders believe they are a CX Authority. And if you don't believe that yourself, what do you expect from others? So time to grow your AUTHORITY!

Exactly what this podcast episode is all about: growing authority as a customer experience leader. Nienke discusses seven key ways to build authority, from developing expertise and sharing good CX stories, to setting high standards and holding yourself and others accountable. It all starts with you and your personal growth!

It is important to build relationships with senior leaders, be associated with professional organizations, and communicate your vision for customer-centric transformation through a compelling CX story. Keep building expertise, investing in education, and sharing customer stories to be recognized as an authority in your organization. Trust me, it's worth it! 

Enjoy listening to this third episode of the podcast and please let me know if this resonates with you and.. if you have questions!

Want to know more about me as a CX educator or speaker? Please reach out through www.nienkebloem.com or connect through https://www.linkedin.com/in/nienkebloem/ 

#2 Why your customer experience program will fail - fab insights with Aleksandra Pilniak and Friederike Niehoff

On this second episode of CX Leadership Talks we have two guests, both CX leaders and authors: Aleksandra Pilniak and Friederike Niehoff share their expertise in customer experience (CX) leadership. They discuss insights out their brilliant book “Why your customer experience program will fail and 7 proven ways to avoid it”

For example the importance of appreciation and injecting fun into the workplace and the episode highlights the pitfalls in CX strategy and concrete tips to improve it. Organizational culture is seen as crucial for a successful CX program, and the guests emphasize the importance of understanding it before attempting to change it. The episode also touches on the importance of self-appreciation, engaging with customers effectively, and using a maturity assessment to confront individuals on their customer-centricity.

Listen in for valuable insights from these two female leaders in Customer Experience Management. Friederike taped this episode while she was in South Africa, with a situation of flickering wifi, this has impacted the sound quality. But we like the episode and conversation so much, that we decided to leave it as it is!

Please connect with our guests, these are their LinkedIn profiles:

Aleksandra Pilniak: https://www.linkedin.com/in/aleksandrapilniak/
Friederike Niehoff: https://www.linkedin.com/in/friederike-niehoff/

Where to buy their book? https://www.amazon.com/Your-Customer-Experience-Program-Will-ebook/dp/B0BSFX1C3Q/ref=sr_1_1?crid=33U9OGFFUZWLA&keywords=why+your+customer+experience+program+will+fail&qid=1684212295&sprefix=why+your+customer+experience+program+will+fail%2Caps%2C206&sr=8-1 

You can find more information about me, Nienke Bloem, CX Leadership speaker and educator on my LinkedIn profile at https://www.linkedin.com/in/nienkebloem/ and on my website at www.nienkebloem.com.

#1 The three A’s of CX Leadership - The introduction of the Podcast CX Leadership Talks

On this very first episode of CX Leadership Talks, our host Nienke Bloem, a CCXP (Certified Customer Experience Professional) with 20 years of corporateand 8 years of CX Entrepreneur experience, dives deep into the world of customer experience management.

As someone who believes that CX is a core part of her identity, Nienke shares insights into successful CX leadership.

She emphasizes the importance of

Accountability,

Authority, and

Anecdote

and shares how she and you can implement them in Customer Experience Management.

The episode provides valuable insights on how to lead CX and provides practical solutions to common CX-related challenges.

Tune in to CX Leadership Talks for more episodes and tips on how to be the best CX leader you can be.

To read more on Nienke and what she can do for you: www.nienkebloem.com or follow her on Linkedin https://www.linkedin.com/in/nienkebloem/ 

And of course, get your subscription on this CX Leadership Podcast and let us know if you liked it!