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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
Monday Mar 18, 2024
#14 Entrepreneurial CX Leadership: A Conversation with Jeannie Walters
Monday Mar 18, 2024
Monday Mar 18, 2024
Welcome to CX Leadership Talks, where we delve into the world of customer experience leadership and innovation. In this episode, Nienke Bloem is joined by the dynamic entrepreneur and CEO of Experience Investigators, Jeannie Walters. Together, they explore the multifaceted world of customer experience and the why, how and what of successful CX leaders.
In this episode
Jeannie shares her wisdom and experiences, offering valuable insights for aspiring CX entrepreneurs - from resilience in the face of criticism to the intricacies of building and managing a CX team.
The conversation also touches on the importance of staying ahead of trends in ethics, diversity, and global customer inclusivity, providing a comprehensive view of the challenges and opportunities in the CX landscape.
So, join us as we uncover the secrets to effective CX leadership with Jeannie Walters on CX Leadership Talks!
About Jeannie Walters (visit her LinkedIn profile here)
Jeannie helps business leaders - from individuals to small businesses to Fortune 1000s - learn and apply customer-centric initiatives that benefit their customers, employees and bottom line. She believes CX is about the actions your team takes on a daily basis to use these tools to serve the larger organizational goals. Jeannie approaches CX strategy this way: “Let’s build the right vision, strategy and outcomes around customer experience to meet or exceed our larger company-wide goals.” Working with cross-functional leadership, she helps organizations make CX a part of their everyday culture instead of a one-off initiative that’s quickly forgotten about.
Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.
Timestamped overview
00:00 Celebrating successful podcast, helping leaders with experience.
05:03 Organizations adapted to customer experience amid change.
08:27 Strong communication crucial for getting leadership support.
10:18 Spice up leadership, challenge, communicate, take action.
15:26 Organizations should connect activities to progress effectively.
18:13 Realizing the importance of outdoor time.
21:42 Understanding the impact and challenges of AI.
23:32 Ethics, diversity, and risk management in organizations.
30:03 Success is not a straight line.
33:20 Team includes COO, CMO, social media support.
34:25 Various arrangements with contractors, almost full-time. Team environment, sharing unique skills.
38:40 Established CXI Flight School to bridge gap.
41:43 Specialize in CX for professional success.
45:19 Morning routine: workout, meditate, journal, plan.
47:54 Listen to diverse podcasts for marketing inspiration.
Jeannie’s recommendations
Podcast ‘Hidden Brain’ with Shankar Vedantam
Podcast ‘How I built this’ with Guy Raz
The CMO Podcast with Jim Stengel
And of course, Jeannie’s own podcast: Experience Action
Monday Mar 11, 2024
#13 Avoid these 5 mistakes in your CX Storytelling journey
Monday Mar 11, 2024
Monday Mar 11, 2024
Welcome to the CX Leadership Talks, the podcast that delves deep into the world of customer experience leadership. In this episode, Nienke Bloem shares her personal experience and insights into crafting a compelling CX story.
What is a CX story? With an attractive CX story you show the why, how and what of the CX transformation you want to realize. A good CX story keeps your audience listening attentively and wanting to know more. It is this story that you can tell time and time again, that really helps the audience understand what your CX mission is and what they have to work on and why this is important.
In this episode, Nienke takes us back to her early days at KPN, where she was tasked with presenting the top 80 leaders with a CX transformation plan in just 100 days. She discusses the importance of storytelling in CX, and reveals the five most common mistakes made in CX stories. From being too functional and boring to lacking a strong call to action, she breaks down the flaws she's witnessed and provides valuable tips for elevating your CX narrative. So grab your notebook and get ready to enhance your CX leadership skills with Nienke's expert advice.
Timestamped overview
00:00 Focused on strategy and storytelling for 100 days.
03:24 Crafting a compelling CX story is crucial.
08:58 Creating brand delivery, customer culture, call-to-action.
12:37 Presentation should have emotion, be memorable. Avoid being too functional or too general.
13:56 Ensure memorable and tailored presentation for success.
18:35 Importance of clear and specific calls to action
21:47 Get the audience, share the podium, lead.
The outline above offers a comprehensive overview of this episode's content and provides an insight into Nienke's personal experiences.
More on her Education portfolio: https://www.nienkebloem.nl/en/cx-educatie/
Monday Feb 26, 2024
#12 The CX Visionary: Bill Staikos on Redefining Experience Management
Monday Feb 26, 2024
Monday Feb 26, 2024
In this episode of CX Leadership Talks we delved deep into our profession of customer experience management, discussing the limitations of relying solely on surveys, the power of feedback in driving genuine change, and the crucial alignment of CX with broader business strategy.
This episode of CX Leadership Talks features Bill Staikos, a celebrated CX Practitioner and visionary leader from Medallia. Bill is a Customer & Employee Experience leader whose mission is to bring together these two disciplines to create value for employees, customers and shareholders. Together, we uncovered practical advice for you as a CX Leader.
In this episode we discuss
- CX and EX evolution over the last 20 years
Bill explains how his approach to customer and employee experience evolved over his 20-year career. - The power of feedback in driving true change
Bill talks about the way Medallia transforms customer and employee experiences by effective feedback mechanisms. - The impact of technology on CX
Bill shares his vision on how artificial intelligence and machine learning will shape the future of CX and EX and how technology can significantly impact customer or employee experience.
About Bill Staikos (visit his LinkedIn profile here)
Bill Staikos is a renowned expert in the field of customer experience, known for his visionary approach and deep insights into CX practices, technology, and strategy alignment. With a wealth of experience, Bill brings valuable perspectives on driving business growth through effective customer experience management.
Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.
Time-stamped overview
00:00 Practitioner and leader in enterprise experience software.
05:16 Realizing work is about company goals, strategy.
06:49 CX leaders must focus on both values.
11:13 Surveys are important for analytics and improvement.
14:14 Active engagement is essential for building customer relationships.
19:12 Software predicts intent for mortgage and auto applications.
20:03 Efficient personalized car search with journey orchestration.
24:29 Different regions have unique paths and progress.
26:41 Using Chat GPT to determine top insights.
31:47 Podcast strategy helps reach people effectively.
35:44 Improve HR, connect work to company's values.
37:31 Gather customer insights, collaborate with internal teams.
40:27 Believe in systems, focus on efficiency, explore.
Bill’s recommendations
- "The Grid" by Matt Wilkinson: https://www.amazon.nl/-/en/Matt-Watkinson/dp/1847941885
- "The Wallet Allocation Rule" by Luke Williams: https://www.amazon.nl/-/en/Timothy-L-Keiningham/dp/111903731X
- And of course, his podcast: https://becustomerled.com/ where he explores the intersections of CX, EX, and how companies develop leaders and cultures maniacal about the customer.
Monday Feb 19, 2024
Monday Feb 19, 2024
In this enlightening episode of CX Leadership Talks, we delve deep into the core of data management and its transformative impact on customer experience. This THE episode when you are just starting in exploring the world of Data driven CX, but also if you are a seasoned leader you'll get some great tips and tricks.
Joining us is Barry Wildhagen, a distinguished expert in data management, to explore the crucial intersection of data and CX, the imperatives of a data-driven approach, and the evolving landscape for data professionals.
Because there is a BIG opportunity for you: visiting the Virtual MDM and DG Summit on the 13th of March! (and Nienke is hosting it for the EMEA version!) Click here to register https://now.informatica.com/mdm-dg-summit-virtual-2024.html
In this podcast episode we discuss:
- The Intersection of Data Management and CX: - Barry sheds light on how data management serves as the backbone of effective customer experience strategies, outlining the symbiotic relationship between these two vital areas.
- The Imperative of Data-Driven CX: - Understanding why a data-driven approach to CX is non-negotiable in today's business environment. We discuss the significance of leveraging data for personalized and impactful customer interactions.
- Habits of Success in Data Management: - What does it take to succeed in the field of data management? Learn about the key habits and mindsets that professionals need to cultivate for success.
- Integrating AI in Data-Driven CX: - The role of AI in enhancing data-driven customer experiences. Barry shares insights on harnessing AI to unlock new levels of personalization and efficiency.
- Challenges and Opportunities in Data-Driven CX: - Discussing the hurdles faced by organizations in adopting a data-driven CX approach and the immense opportunities that lie ahead for those who overcome them.
- The Evolving Role of Data Professionals: - With the landscape constantly shifting, we talk about how the role of data professionals is changing and what the future holds.
Key Takeaways:
- Insightful perspectives on the vital role of data management in crafting superior customer experiences.
- Practical advice on adopting a data-driven approach to CX, including the integration of AI technologies.
- Discussion on the challenges and opportunities in the field, along with the evolving responsibilities of data professionals.
About Barry Wildhagen: Barry Wildhagen is an authority when it comes to data management and currently serving as the community of practice leader for customer experience at Informatica's technical sales organization. He is a professional with extensive experience in leveraging data to drive business growth and improve customer experience. His expertise encompasses a range of topics, including the successful integration of AI in CX strategies and the development of effective data-driven approaches.
Join us for an insightful conversation with Barry Wildhagen, as we navigate the complexities of data management and its critical influence on customer experience and leadership in the corporate world.
Linkedin profile Barry Wildhagen: https://www.linkedin.com/in/bwildhagen/
Barry Wildhagen’s tips with links:
Interview Jamex Sexton on Lex Fridman show: https://www.youtube.com/watch?v=fUEjCXpOjPY
The Pale Blue Dot https://www.amazon.com/Pale-Blue-Dot-Vision-Future/dp/0345376595
If you want to know more about CX leadership or have any questions regarding CX, contact Nienke Bloem via her website www.nienkebloem.com . She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership
Tuesday Jan 30, 2024
Tuesday Jan 30, 2024
In this episode, Nienke Bloem discusses the significance of the year of the wood dragon in relation to transformative energy, authority, and dignity, particularly for CX leaders.
She shares her personal experiences with education and growth both as an employee in corporate organizations and as an entrepreneur. Nienke highlights the importance of strategic education planning and outlines key questions for listeners to consider to identify growth opportunities.
She also provides insights into her own educational journey and plans for the year. Nienke encourages listeners to dream bigger, do bigger, and be bigger in the year of the wood dragon. If you want to learn more about the Leadership Retreat in Bali or discuss your education journey, feel free to reach out.
This summary offers a comprehensive overview of the episode's content and provides an insight into Nienke's personal experiences and advice while also highlighting opportunities for further engagement with the podcast.
- More on her Education portfolio: https://www.nienkebloem.nl/en/cx-educatie/
- Book a half hour Exploration Call: https://calendly.com/nienkebloem/intake-cx-leadership-retreat-bali-2024?month=2024-01
- More on the Year of the Wood Dragon: https://www.japantimes.co.jp/life/2024/01/02/lifestyle/year-of-the-dragon/#:~:text=Ultimately%2C%20though%2C%20astrologists%20say%20the,the%20best%20of%20their%20abilities.
Timestamped Overview:
00:00 CX leaders must build authority in organization. Wood dragon is luckiest and signifies opportunity.
06:48 Pursuing NBA title and executive MBA opportunity.
09:26 MBA helped gain influence, shaped decision making.
12:40 Decision-making, communication, systems, expertise, teaching aspiration.
14:59 Joined CXPA and PSA for peer learning.
21:06 Identify, address challenges, and define your success.
23:42 Exciting new opportunities for growth and success.
Tuesday Jan 09, 2024
#9 CX Culture Reimagined - Learnings from ’Diamond in the Rough’
Tuesday Jan 09, 2024
Tuesday Jan 09, 2024
In this episode of CX Leadership Talks, we delve into the world of customer experience and leadership with a seasoned expert. Steven Van Belleghem.
Steven, author of the brilliant CX Culture book 'A Diamond in the Rough', a global keynote speaker, entrepreneur, and passionate advocate for customer experience, joins us to explore the transformative power of networking, impactful storytelling, and creating emotionally engaging customer experiences.
In this episode we discuss:
- The Essence of Networking:
Steven shares insights on leveraging networking as a catalyst for professional growth and unlocking new opportunities in the realm of customer experience and leadership. - Impactful Storytelling in CX:
Delving into the art of storytelling, we uncover its role in shaping memorable and impactful customer experiences. Steven sheds light on weaving narratives that resonate and leave a lasting impression. - Simplicity & Emotional Engagement in CX:
We explore the pivotal role of simplicity in enhancing customer experiences and how emotionally engaging interactions elevate brand loyalty and satisfaction.Key
Takeaways:
- Strategies for leveraging networking to enhance leadership in the CX domain.
- Understanding the art of crafting compelling narratives that resonate with audiences.
- Implementing simplicity and emotional engagement as cornerstones for exceptional customer experiences.
About Steven Van Belleghem (Click here for his Linkedin profile)
Steven is a respected authority in the world of customer experience, recognized for his pioneering insights and thought leadership. With a wealth of experience as an author, speaker, and entrepreneur, he continues to inspire change and innovation in the CX landscape.
Join us in this insightful conversation with Steven Van Belleghem, as we uncover actionable strategies and perspectives to elevate your approach to CX and leadership at a corporate level.
Want to buy Steven's book, click HERE! As Steven suggested, take a look at Shep Hyken's Instagram
Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. In September 2024 she is hosting her amazing CX Leadership Retreat in Bali, so book your intake
Timestamps of the Podcast:
00:00 Praise for book on customer centric culture.
05:55 Urging persistence in building social media audience.
09:40 Describing encounter with KLM employee over book.
12:13 Challenges in customer-centric transformation and culture change.
13:15 Leadership determines success in customer centricity.
18:53 Importance of budget in corporate customer experience.
20:33 Improving customer satisfaction doesn't require more money.
24:35 Practical management book empowers instant organizational impact.
26:27 Get employees closer to customers in fun, visible ways.
31:52 Question impact, focus on customer, friction Fridays.
35:58 People need to focus on risk and decision-making.
38:06 Start with NPS data, transform company insights.
40:30 Audit all company communication for better appeal.
44:56 Shep Hyken: Customer service guru with practical tips
Sunday Nov 12, 2023
Sunday Nov 12, 2023
This episode of the CX Leadership Talks podcast Design methods and CX leadership are the topics.
Krisztina Kanizsai 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 for 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.
Sunday Oct 29, 2023
#7 The huge opportunities of Leadership Events for you as a CX professional
Sunday Oct 29, 2023
Sunday Oct 29, 2023
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.