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.
Tuesday May 16, 2023
Tuesday May 16, 2023
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!
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.