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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
Wednesday Jul 10, 2024
Wednesday Jul 10, 2024
In this episode of CX Leadership Talks your host Nienke Bloem is joined by the inspiring consultant and CEO, Olga Potaptseva. Olga, a seasoned consultant and CEO, dives deep into the concept of authority in the CX world.
She shares insights on her career journey, the power of adapting, and building authority through consulting. Discover her resourceful CX Panda platform, her unique time management approach, and the importance of staying updated in the CX landscape.
Join us as we explore the valuable lessons she learned throughout her career and how she's making a positive impact in the world of customer experience!
About Olga Potaptseva (visit her LinkedIn profile here)
Olga Potaptseva is a renowned expert in customer experience (CX) strategy and business transformation. She founded the European Customer Consultancy, where she serves as a lead consultant. Her passion is in partnering with organizations worldwide to enable harmonious customer-informed operating models that benefit customers, employees, and the bottom line. She is known for her practical, hands-on approach and always strives to deeply understand their business, stakeholders, strategic objectives, change barriers, and trust factors before jointly implementing customer-centric change.
Olga has worked with numerous global brands like Manola Blahnik and AstraZeneca. to drive their CX initiatives. Next to that she is also the founder of CX Panda. She holds a degree in Economics and International Relations and has furthered her expertise with various certifications in customer experience management.
Timestamped overview
00:00 Our first meeting during a CXPA Leaders Advanced Conference, while doing Pilates.
05:46 Emphasizing the need for clarity in business communication.
07:47 Disheartened by market research, pursued customer-centric role.
11:47 Experienced CX professionals utilize CX Panda for resources.
14:27 Inspiration for creating a knowledge base.
17:08 Seek inspiration and information from various sources.
20:42 All leaders are accountable for customer experiences.
27:42 Balancing work and life as an entrepreneur.
30:28 Flexibility within structure helps manage priorities effectively.
33:53 LinkedIn honesty and marketplace for consultants.
40:00 Consultants provide adaptable structure for complex organizations.
42:50 Recommendation of books.
About the platform CX Panda: https://cx-panda.com/
Olga’s recommendations
CX is a pilgrimage, by Nienke Bloem: Link Netherlands Link Amazon
Our Iceberg is melding, by John Kotter: Link
That’s Not How We Do It Here, by John Kotter: Link
And curious about Reformer Pilates? This is your app! https://www.fluidformpilates.com/shop/subscriptions/fluidform-at-home-subscription/
Monday Jun 24, 2024
Monday Jun 24, 2024
In this episode of CX Leadership Talks, host Nienke Bloem engages in a interesting conversation with customer experience expert Jim Tincher, CEO of Heart of the Customer. They delve into the complexities of customer experience and leadership, emphasizing the importance of understanding and addressing the needs of both customers and business executives.
Jim shares key insights from his research on different CX team structures, highlighting their strengths, weaknesses, and real-world examples. The conversation also delves into the significance of data in driving business outcomes, staying energized through learning and community involvement, as well as the need for aligning CX strategies with the priorities and initiatives of CEOs.
Throughout the episode, Nienke and Jim provide practical advice, share captivating examples, and discuss the impact of powerful storytelling on CX leadership. This insightful and engaging episode is a must-listen for CX professionals and leaders seeking to enhance their understanding of customer experience and effective leadership.
About Jim Tincher (visit his LinkedIn profile here)
How is it that some leaders are able to navigate corporate silos to create an amazing customer experience, while others muddle along with mediocrity? Jim has dedicated his professional life to understanding the correlation between satisfied, loyal customers and sustainable business growth. He founded Heart of the Customer to help organizations create amazing experiences with a solid ROI through customer empathy and change management practices.
Prior to starting Heart of the Customer, he led customer experience efforts at Best Buy and UnitedHealth Group, two very complex (and very different) organizations, and learned the importance of change management to ensure the new behaviors stick. he also learned the power of directly connecting employees and customers – a fundamental component of how we do journey mapping and customer experience improvements at organizations as complex as Dow, Avery Products, and Ultimate Software, to name a few of his clients. All his clients and the companies he worked for share a common goal: to differentiate themselves through a superior customer experience – which is not easy.
Jim is the author of “Do B2B Better” and co-author of “How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change” with Nicole Newton.
Timestamped overview
00:00 Passionate about customer experience since early days.
05:36 Changed approach by hearing from customers directly.
07:45 Leaders should interact more with customers for growth.
10:37 Rijksmuseum customer experience manager engages with visitors.
14:46 Leading customer experience requires understanding, empathy, adaptation.
19:55 Centralized teams work well with primary or multiple units. Distributed and federated are options too.
23:30 Federated model: individuals report into business unit.
25:14 Centralized surveying, change management, and experience design.
28:14 Federated vs centralized model for business units.
33:13 Connect data to KPIs for stakeholder success.
35:06 Help organization by addressing what's important. Leaders are sensitive to awards, value others' contributions.
38:13 Empower organization with dedicated relationship managers for success.
43:05 Turn each phase into data, build dashboard.
48:19 Books of Dan & Chip Heath are practical, applicable in various situations.
49:21 Gratitude for expertise shared.
Jim’s recommendations
Book Switch – How to change things when change is hard – Chip & Dan Heath
Whitepaper on Building your CX Dream Team: https://heartofthecustomer.com/building-your-cx-dream-team/
And, of course, Jim’s books
Do B2B Better https://heartofthecustomer.com/dob2bbetter/
How hard is it to be your customer? Using Journey Mapping to Drive Customer-Focused Change (with Nicole Newton) https://heartofthecustomer.com/howhardisittobeyourcustomer/
Monday Jun 10, 2024
Monday Jun 10, 2024
Welcome to another insightful episode of CX Leadership Talks! The go-to podcast for CX leaders looking to elevate their strategies and inspire innovation in the customer experience arena.
Join host Nienke Bloem and guest Judy Bloch as they delve into the world of customer experience engagement with an in-depth discussion on Medallia's signals to action approach. Explore practical strategies, success stories, and expert insights that will empower you to drive transformative change in your organization.
Tune in as Judy and Nienke share real-world examples, discuss the importance of visible leadership, and provide actionable steps for embedding customer experience practices throughout your company. You can learn and enhance your CX leadership skills with this engaging webinar.
About this episode
These are the key takeaways:
- Knowledge of the Signals to Action approach With the Medallia Signals to Action approach we will explain the overall methodology and dive deeper into the nuances of engagement and its pivotal role in this process.
- Defining Success in Engagement Explore what success looks like when it comes to engaging employees and customers alike. Learn how to measure and evaluate the effectiveness of your engagement strategies.
- Learn the difference between Visible Leadership, Pervasive Adoption, and Embedded Practices and get six practical strategies to apply the knowledge. These three pillars are essential for fostering a culture of engagement within organisations. We'll break down each element and discuss their significance in driving meaningful change and give two strategies per element on how to make it work. Expect brilliant examples of visible leadership, pervasive adoption, and embedded practices.
This episode will provide valuable insights and actionable strategies for implementing these concepts in your own organization. Don't miss this opportunity to learn from renowned experts in the field of engagement and take your organization's performance to new heights.
About Judy Bloch (visit her LinkedIn profile here)
Judy Bloch is a passionate CX Activist and Principal Customer Experience Advisor at Medallia. She has a passion for customers and driving positive brand experiences across all channels & touchpoints. She also has a keen ability to see opportunity. Opportunity to design better processes & experiences, for customers and for employees. Opportunity to drive improved customer loyalty, lower costs, and deliver higher quality by cutting through the noise and creating a laser focus on the critical issues. She’s skilled at designing programs & structured problem-solving frameworks to identify and solution challenging business opportunities with measurable results. Leveraging her 15+ years of business process improvement experience and leadership, she champions a culture of customer advocacy.
Timestamped overview
00:00 Expressing gratitude, excitement and inviting interaction.
05:18 Hosting 2024 International CX Awards in London.
09:06 Listening, understanding, and driving change for CX programs.
13:29 Action drives change, responds to customer feedback.
14:47 Focus on engaging audience with valuable insights.
18:14 Focusing on successful customer experience through leadership.
21:37 All employees understand how their role impacts customers.
25:12 Denver offers optimism, leadership, and practical guidance.
28:01 Emphasizing senior leaders' role in CX strategy.
34:37 Transforming narrative to unify and engage organization.
36:39 Building digital listening ecosystem, visible leadership behaviors.
38:50 "Components for pervasive customer experience adoption explained."
42:01 Teams worldwide submitted cases; 3 were selected.
45:57 Equipment issue resolved with quick setting adjustment.
49:44 New CEO prioritizes customer feedback, prepares team.
53:01 Leaders handle customer complaints directly, tracking their success.
55:07 Importance of learning, feedback, and upcoming webinars.
Would you like to watch the webinar? You can request it here.
Wednesday May 29, 2024
Wednesday May 29, 2024
Welcome to an insightful episode of CX Leadership Talks! Join host Nienke Bloem as she shares 7 key learnings from the CX Leaders Advance 2024 event in Denver (April 30 - May 2). From diving deep into data to embracing AI opportunities, Nienke provides valuable insights for CX leaders looking to enhance their practice.
Her seven most important take aways:
- Dive deep into the world of data. Build your web of data and link your CX metrics to those metrics that are of importance to the business. Thanks for this wisdom Roxana (Roxie) Strohmenger, CCXP.
- Have your AI Strategic plan and embrace all new opportunities. For operational efficiency, revenue generation, customer engagement and/or regulatory adherence. You rocked the session Stephanie Leheta, MBA, CCXP, PMP, CCMP & Andrew Carothers, CCXP.
- Grow into being a more strategic CX leader. Build your longer term strategy, including your CX Story, take a stand towards the future state. I loved how you broadened my scope by Jim Tincher, CCXP on different organizational structures in CX.
- Content is just as important as the experience.
- Make your work sessions as interactive as possible. Don't try to be complete in your slides, create audience participation and stick to one concrete outcome.
- My last is my best. It is not customer first. It is customer, employee and shareholder (or other stakeholder when you work in government) first. That is what is important for CEO's. Loved the session by Joel Trammell, where he and Greg Melia, CAE opened my eyes.
- Meeting people in real life is the most important. Building connections.
Tnxx so much Jayalakshmi Sudarshan, CCXP, PMP® , Gabe Smith, CCXP, Nicole DuMont, Ian Golding, Karyn Furstman, CCX, CCXP, XMP, Tabitha Dunn, Olga Potaptseva, CCXP, CCX, Diane Magers & Michael Hinshaw (congrats on the book!!), Nick Bond, CCXP, Mark Slatin, CCXP, Catherine Gauthier, CCXP, Megan Burns, Mohamed Latib, Ph.D, Ahmed Alfaddagi, Barbie Fink, CCXP, Neil Skehel, Mauricio Alanis, Ayman van Bregt, Marise Bloembergen - CCXP (the Dutch Delegation), Rene Gabrys, Jenn Stephens, CCXP, MBA, LSS Black Belt, Suzi Earhart, CCXP, Prosci certified professional, Eytan Hattem, CCXP, Esther Edelstein, Lorraine Schumacher, CCXP, Adrienne Bryant, CAE, Mikal Reagan, CCXP, Mark Ratekin, CCXP, Claudia Panfil, Liezel Jonkheid
Tune in to discover how to become a more strategic CX leader, the importance of balancing content with experience, and the significance of building connections in the CX world. Don't miss this episode filled with practical advice and valuable takeaways for CX professionals striving for excellence.
Timestamped overview
00:00 Importance of connecting CX metrics to data.
04:53 Praise for AI session with Stephanie and Andrew.
09:09 Specializing in CX strategy and future planning.
12:08 How content is just as important as experience.
14:38 Engage audience, create interactivity, focus on outcome.
17:00 Harvard Business School online: Strategy execution and priorities.
22:47 Busy international schedule, looking forward to Netherlands.
Book:
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. More on Nienke’s education portfolio: https://www.nienkebloem.nl/en/cx-educatie/
Monday May 13, 2024
Monday May 13, 2024
Welcome to the latest episode of CX Leadership Talks! The podcast where CX leaders come to level up their leadership game.
Join host Nienke Bloem as she sits down with guest Babs Asselbergs to discuss the power of gamification in customer experience. Discover how they designed an engaging board game together that's taken the CX world by storm, and find out how it's breaking down silos and enhancing teamwork for organizations worldwide.
Tune in to uncover the impact and adaptation of The Customer Experience Game in the ever-changing business landscape, and gain insights into the future of CX leadership.
In this episode
In this episode, Babs shares her expertise on designing an engaging board game to immerse workshop participants in the world of customer centricity. Learn how this game, tailored to specific organizational needs, effectively fosters teamwork, deepens understanding of customer experiences, and encourages innovative problem-solving.
Discover how organizations from various industries have embraced this serious game, with Babs and Nienke shedding light on its successful implementation and evolution, including the transition to an online version amidst the challenges brought by COVID-19.
Join us as we explore the dynamic realm of gamification in CX leadership and uncover how it can break down silos, enhance collaboration, and drive tangible impact on customer experience.
An episode with practical wisdom, actionable insights, and inspiring stories that will energize your approach to CX leadership. Don't miss this insightful and inspiring episode with Nienke Bloem and Babs Asselbergs!
About Babs Asselberg (visit her LinkedIn profile here)
Babs Asselbergs is a creative changemaker, workshop facilitator, and CX activator. Additionally, she is the co-creator and facilitator of The Customer Experience Game, which she developed in collaboration with Nienke Bloem. This game delivers fun, connection, and insights. The CX Game is always tailored and is suitable as a kickoff for your culture or CX program or CX strategy. Babs adapts to the circumstances within an organization and always looks at how things can be done with boundless creativity. In an active, refreshing, and creative manner, she brings customer experience to life and activates employees to do it themselves and together with colleagues, making it even better for the customer and more enjoyable for themselves.
Timestamped overview
00:00 Creativity opens new perspectives, improves business thinking.
04:57 Long story cut short: Art has always been my passion.
08:05 Keynote in Australia, wanted everyone engaged.
13:06 Values, consistency, ambassadorship, leadership, celebration, cooperation, activation.
16:20 Customized leadership and team training for all.
18:39 Customizable games for company and team events.
20:44 Trainer focuses on exciting, tailored workshops for CX.
23:50 Cross-functional teamwork breaks down silos for CX.
27:16 Adapting to COVID, creating and testing online game.
30:20 Offer open game sessions. Highlight: played around the world.
34:03 Utilizing varied assignments to engage and instruct.
37:42 Somewhat lax approach to workshop design discussed.
42:08 Podcast will be biweekly, thanks for listening.
The Customer Experience Game: https://www.thecustomerexperiencegame.nl/en/
Babs’s recommendations
Book 'Gamestorming' https://gamestorming.com/
Video ‘Blind man: It’s a beautiful day and I can’t see It’: https://www.youtube.com/watch?v=w6gEMGuPzxg
‘Creativiteit komt niet uit een boekje’ (Dutch book): https://www.managementboek.nl/boek/9789083385877/creativiteit-komt-niet-uit-een-boekje-esther-van-der-storm
Monday May 06, 2024
Monday May 06, 2024
Welcome to the latest episode of CX Leadership Talks! Join your hosts Nienke Bloem and Vuk Vukanovic as they dive into the essential aspects of the International CX Awards, providing valuable insights that will encourage you to be part of this enriching experience.
In this episode
Nienke and Vuk discuss the meticulous judging process, the significance of tangible evidence and financial impact in CX initiatives. They talk about the benefits for participants, including networking opportunities, feedback, and the fun-filled atmosphere of the event. They also elaborate on the different categories available and the process of submission, giving you a comprehensive understanding of what it takes to stand out in the competition.
They also share compelling success stories from previous awards, showcasing the transformative impact the awards can have on businesses and individuals alike.
This year's awards ceremony promises to be an unforgettable experience, with networking events and insightful discussions lined up to enhance the value of participation. Be prepared for compelling conversations, valuable lessons, and the opportunity to connect with CX enthusiasts from around the globe. You’ll find more information about the International CX Awards here.
Tune in to gain insights into the evolving landscape for the awards ceremony!
About Vuk Vukanovic (visit his LinkedIn profile here)
Vuk Vukanovic is a highly driven regional manager working in the business awards industry mainly focused on rewarding best customer and employee experience initiatives. Vuk has sales experience in working with B2B and B2C clients, spanning from financial services, telecoms, and retail to IT and government institutions. Aside from the sales role, he is also involved in developing and exploring new markets with the aim of organizing the awards in 50 different countries by 2030.
Timestamped overview
00:00 Vuk, sales manager at Awards International, discusses business awards.
05:21 Expansion of international and national CX award events.
08:44 Global event showcasing diverse customer experiences.
10:23 Transitioned from in-person to online events successfully.
15:40 Travel, work, connect, celebrate, memorable, award.
19:44 Explaining and promoting the process transparency.
23:23 Experience as judge exposes behind-the-scenes CX work.
24:06 Reviewing presentations, scoring, and gaining practical insight.
29:13 IT team created scoring software, Words Manager.
31:04 Be specific, concise, and interesting for judges.
35:09 Carefully select and categorize award recipients.
40:50 Pre-event networking, conference, and gala ceremony.
44:20 Passion for work, caring customer service experience.
48:02 Encouraging others to join and learn together.
48:47 Anticipating your presence at that time.
Vuk’s recommendations
Book 'Customer What?' https://ijgolding.com/ians-book/
CX Leader Podcast https://cxleaderpodcast.com/
Built to win Podcast https://builttowinpodcast.com/
Monday Apr 29, 2024
Monday Apr 29, 2024
Welcome to CX Leadership Talks, where we dive deep into the world of customer experience management and leadership. In this episode, our host Nienke Bloem reflects on a crucial aspect of decision-making – the interplay between conscious and unconscious thinking.
Because do you also sometimes live on the automatic pilot? And in our CX leadership roles, we can miss out. So… Drawing insights from Daniel Kahneman's work on System 1 and System 2 thinking, Nienke shares real-life examples and practical tips for CX leaders to cultivate a more conscious approach to decision-making.
Nienke highlights three compelling examples from her mentor calls, showcasing how conscious decision-making can lead to more strategic project selection, adept stakeholder engagement, and compelling storytelling within organizations. With practical advice and actionable takeaways, she encourages CX leaders to make conscious decisions, engage in System 2 thinking, and refine their approach to communication and project management.
Join us as we explore the value of making more deliberate choices, the impact of conscious decision-making on leadership, and how it can lead to greater success and recognition in the CX field.
Whether you're a seasoned CX leader or aspiring to take on a leadership role, this episode offers thought-provoking perspectives to elevate your decision-making and leadership abilities. Tune in for a dose of inspiration and actionable insights to enhance your CX leadership journey.
Timestamped overview
00:00 Encouraging conscious decision-making and leadership impact.
05:14 Slow, effortful, logical; essential for complex problem-solving.
08:33 Consider conscious decision-making and project alignment.
12:42 Use multiple models to strengthen your methodology.
15:54 CX leaders need conscious communication for success.
17:01 Conscious actions lead to better results, recognition.
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. More on Nienke’s education portfolio: https://www.nienkebloem.nl/en/cx-educatie/
Monday Apr 22, 2024
Monday Apr 22, 2024
Welcome back to the CX Leadership Talk podcast. In this episode, your host Nienke Bloem digs deep into the topic of ‘Closing the Loop’ in customer experience management. Drawing from her recent experiences, Nienke shares 9 insightful suggestions to boost your closing the loop program, from co-creation sessions and individual feedback research to risk management and reporting on customer feedback improvements.
Through engaging and practical tips, Nienke emphasizes the importance of investing in the outer and inner loops to enhance customer experiences. This episode provides a comprehensive exploration of the challenges, strategies, and practical actions related to the closing the loop process in customer experience management. Here are 3 key takeaways from this episode:
- Co-create for impact: Organizing a world cafe setting to engage all stakeholders in improving the closing the loop process can lead to insightful discussions and impactful solutions.
- Growth hacking approach: Implementing ‘Friction Fridays’ where teams come together to solve specific issues can lead to continuous improvements and boost team morale.
- Customer-centric reporting: Reporting on the progress of closing the loop, including NPS and customer feedback improvements, can provide a transparent view of the organization's commitment to acting on customer feedback.
Tune in to gather wisdom from Nienke's solo episode and discover how to improve and finetune your initiatives for closing the loop to new heights.
Timestamped overview
00:00 CX Leadership podcast: "Closing the Loop Program"
05:53 Improving customer experiences, energizing with practicality.
06:33 Host World Cafe event for deeper process review.
10:10 Clarifying ownership and strategy in customer feedback.
15:28 Identify and address risks with strategic solutions.
17:21 Address big issues every other Friday strategically.
20:49 Send biannual surveys, track improvements, and communicate.
22:45 "9 tips for enhancing customer experience management."
The outline above offers a comprehensive overview of this episode's content.
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. More on Nienke’s education portfolio: https://www.nienkebloem.nl/en/cx-educatie/
In the podcast Nienke mentions the World Cafe setting, more on that here