CX Leadership Talks

The future of customer experience isn’t 10 years away, it’s happening right now.
In this episode of CX Leadership Talks, your host Nienke Bloem CCXP sits down with Bart Verouden, CCXP, Senior Manager Innovation & Business Development at Accenture, Lean Black Belt, and lifelong learner.

Bart is part of the team behind Accenture Song’s Life Trends Report, a yearly study that combines global research, expert insights, and real human stories. Normally, Nienke is a little skeptical of “trend reports,” but when she first saw Bart present this one, she was blown away. It’s sharp, relevant, and deeply practical for CX leaders.

Together, we dive into the five Life Trends for 2025:

1. The cost of hesitation – how online mistrust is shaping customer behavior
2. The parent trap – why raising kids in a digital world is now a shared responsibility
3. The impatience economy – speed, trust, and the rise of bite-sized influence
4. The dignity of work – why employee experience directly defines customer experience
5. Social media rewilding – finding balance between digital convenience and real-life connection

What you’ll learn in this episode:

• Why these trends matter for CX leaders right now
• How to recognize them inside your own organization
• Practical examples of companies getting it right (and wrong)
• The simple but powerful role of empathy and trust in staying relevant

If you want to understand how customer expectations are shifting, and what you can do as a leader to prepare, this episode is for you.

Timestamped overview:

00:00 Future of CX & Employee Experience
06:04 Career journey in Customer Experience
07:43 Dutch CX professional collaboration
12:57 Online hesitation due to misinformation
17:04 Ecosystem collaboration for digital trust
17:41 Dutch lab cyber hack exposes data
23:27 Limited access for young users
24:08 Gaming ethics vs. Functionality
30:24 Importance of speed in service delivery
34:16 Restaurant choice and experience
35:44 Empowering employee autonomy
39:50 Blending digital and in-store experiences
42:50 Building a chatbot: A personal journey
44:25 DIY multilingual chatbot success
47:57 Global trends insights

Extra information: 

Connect with Bart on LinkedIn 
You can find the five life trends of Accenture Song here. 
Book recommendation: Beyond Employee Engagement by Kristina G. Vaneva 

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.

Too many CX strategies are either far too complex… or don’t exist at all. That’s why in this episode, your host Nienke Bloem, CX educator and speaker, takes you on a journey into one of the most powerful tools you can have as a CX leader: your Strategy on a Page (SOAP).

Your Strategy on a Page is the bridge between vision and execution. Without it, your CX story risks staying a dream. With it, you have a clear, shareable, actionable plan that guides your team and inspires your organization.

In this episode, you’ll learn:
✅ Why SOAP is the third essential element of your CX Story.
✅ The 5 research-backed advantages of having a one-page strategy.
✅ Real examples of SOAP setups, from 2 pillars to 5 must-win battles.
✅ 10 possible elements you can include in your own SOAP.
✅ A challenge: how to make sure your strategy drives direct customer impact, not just internal alignment.

You’ll also hear stories from Nienke’s own leadership journey and client cases that bring SOAP to life, plus practical tips to make your strategy visual, memorable, and usable every single day.

Timestamped overview:
00:00 Podcast introduction
05:05 Webinar announcement
09:39 Executive strategy and CX alignment
13:19 Strategic execution through visual simplicity
16:02 Clarity drives action
20:04 DIY CX Story framework
22:36 Building customer-centric mindsets
27:20 Strategic vision through self-thinking
30:17 Visualize your strategic path
31:20 Strategy as bridge to success

Free learning opportunity:
Want to create your own Strategy on a Page? Join one of Nienke’s upcoming Strategy on a Page webinars:

• English: Friday, October 3 at 10:00 AM (Amsterdam time)
• Dutch: Monday, October 6 at 12:00 noon (Amsterdam time)

Both sessions will be recorded, but attending live gives you the chance to ask your own questions and interact. Plus, if you attend live, you’ll get a practical AI prompt so you can start building your SOAP right away.

👉 Register 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.

In this final episode before summer, Nienke shares her Power of ONE, a refreshing take on CX leadership that skips the frameworks and dives into behavior, trust, and real connection. 

You’ll get: 

• 3 CX micro-missions
• 9 practical actions (yes, totally doable!)
• A summer challenge: pick one each week and go for it 

Backed by insights from Harvard Business on how trust is built through small, authentic actions, this episode is a must-listen for CX leaders who want to lead with heart and make real impact through the little things. 

No budget required. No approval needed. Just action. 

Whether you’re still working or already easing into the holiday spirit, this episode will inspire you to keep CX human, purposeful, and powerful - one small step at a time. 

Listen now and start your summer ripple. 

 

Time-stamped overview: 

00:00 Summer CX Leadership episode 
05:34 Engage one customer directly 
08:15 Encouraging recognition and openness 
10:48 Start meetings with Customer stories 
13:43 Micro actions: Power of one 

 

Mentioned in this episode: 

• Harvard Business Insight: Good Leadership Starts with Trust 

 

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.  

  

Enjoyed the episode?  

Leave a quick rating or review in your favorite podcast app and share this episode with a fellow CX leader who’s ready to spice up their influence!  

 

Nienke will be back with fresh CX energy on Monday, August 25. Until then, keep it simple, keep it human, and start small. 

This episode is in Dutch 🇳🇱

Hey there! Normally, this podcast is in English – but for this special episode, we’re switching to Dutch. Why? Because the conversation needed to be raw, real and relevant for the Dutch-speaking women in CX and customer service leadership roles. Of course I am helping you out, this is the link to a blog with the insights in English

In deze aflevering spreek ik met Elisa de Groot, expert op het gebied van vrouwelijk leiderschap en mede-oprichter van InTouch Female Leadership & Career Academy. Samen duiken we in een onderwerp dat zó belangrijk is: hoe speel je als vrouw het spel in organisaties slim? Zodat je meer invloed hebt, meer plezier ervaart én de erkenning krijgt die je verdient.

We hebben het over:

• de ongeschreven spelregels in organisaties
• hoe je je ambitie uitspreekt zonder arrogant over te komen
• wat je kunt doen als je collega wél promotie maakt en jij niet
• én waarom het tijd is voor jouw Tadaaa-schrift

En natuurlijk hoor je alles over de bijzondere masterclass Stratego voor Vrouwen, die we samen organiseren op 18 november. Dit is hét programma voor vrouwelijke CX- en serviceleiders die strategischer willen leren handelen – op een manier die bij ze past.

🎧 Dus: zet je koptelefoon op, laat je inspireren en ontdek hoe jij je eigen spel slimmer kunt gaan spelen.

Tijdlijnoverzicht:

[00:00:00] – Welkom & introductie
[00:00:42] – Opmerking voor de Engelse luisteraar
[00:03:06] – Start van het gesprek met Elisa
[00:03:26] – Achtergrond van Elisa
[00:05:15] – Betrokkenheid bij diversiteit & masterclasses
[00:06:42] – Vrouwen in CX
[00:07:41] – Frustraties en uitdagingen
[00:10:35] – Het masculiene spel
[00:11:30] – Het spel veranderen
[00:13:15] – De behoefte aan authenticiteit
[00:13:56] – Slimmer werken, niet harder
[00:16:25] – Problemen in het vakgebied aanpakken
[00:19:22] – Persoonlijke verhalen en inzichten
[00:20:42] – Purpose-driven CX
[00:27:56] – Leiderschapsmodellen in CX
[00:29:27] – Masculiene en feminiene leiderschapsstijlen
[00:31:19] – Vaardigheden en denkwijzen
[00:35:02] – Empowerment en potentieel
[00:35:45] – Persoonlijk succesverhaal (Elisa)
[00:38:51] – Klassieke fouten en groei
[00:40:02] – Imposter syndroom in CX
[00:43:24] – Zelfacceptatie en authenticiteit
[00:45:15] – Inclusieve blik
[00:46:40] – Afsluiting

Bronnen & links:

Stratego voor CX Vrouwen

Linkedin Elisa de Groot

Boekentip: Jacinda Ardern, de Nieuwe Macht

 

Over Nienke: 

Nienke Bloem wordt vaak de Customer Experience spreker in de blauwe jurk genoemd.
Ze is een wereldwijde CX thought leader, opleider en keynote spreker die haar publiek inspireert met best practices en bewezen methode; Customer Experience is haar tweede natuur. Ze schreef twee boeken over het vak.

Haar tweedaagse Customer Experience Masterclass staat bekend als hét programma om je voor te bereiden op je CCXP-certificering. Ze is dé expert waar CX-leiders naartoe gaan als ze hun leiderschap willen versterken en concrete resultaten willen behalen met hun Customer Experience-transformatie. Sinds 2020 host ze het CX Leadership Masterminds-programma, waarin ze leiders helpt hun leiderschap te verrijken en een boeiend CX-verhaal neer te zetten, inclusief een sterke CX-strategie.

Met meer dan twintig jaar ervaring in het bedrijfsleven spreekt ze de taal van de organisatie. Haar keynotes en CX-opleidingen zijn inspirerend én praktisch toepasbaar. Ze is een van de weinige Recognized Training Partners van de CXPA en haar missie is helder: Customer Experience laten werken en helpen bij het behalen van concrete bedrijfsresultaten.
Abonneer je op haar wekelijkse CX Greetz om up-to-date te blijven.

Vond je deze aflevering waardevol?
Laat een korte review of beoordeling achter in je favoriete podcast-app en deel de aflevering met een CX-leider die zijn of haar invloed een flinke boost wil geven!

Ever felt your brilliant CX roadmap hit a brick wall of internal resistance? In this solo episode, your host Nienke Bloem reveals why influence inside your organization depends on two human signals - warmth and competence - and how you can dial up both to become the Lovable Star colleagues trust and senior leaders follow.  

Inspired by a mountain-top holiday encounter with a servant-hearted hotel owner and a candid leadership lesson from HEMA CEO Saskia Egas Reparaz, Nienke distills the science into 9 practical tips (3 for warmth, 3 for competence, 3 for everyone). 

In this episode you’ll learn:

• Why warmth beats raw skill as the first gateway to trust - and how the warmth/ competence matrix works (Fiske & Cuddy) 

• The four leadership quadrants and the trap of being a “Competent Jerk” 

• How a sommelier-turned-hotel-owner models visible, servant leadership - plus a real-world boardroom example from the CEO of HEMA 

• 3 ways to ramp up warmth when you’re seen as distant 

• 3 ways to boost competence when you’re liked but not taken seriously 

• 3 universal moves every CX leader can start this week to spice up influence across silos 

• A simple self-audit to locate yourself on the matrix and pick the right next habit 

 
Time-stamped overview 

[00:00:00] - [00:01:32] Introduction: Why warmth beats competence 

[00:01:32] - [00:02:54] About the podcast & host 

[00:02:54] - [00:05:11] The science of warmth and competence 

[00:05:11] - [00:07:30] The warmth & competence model 

[00:07:30] - [00:09:34] Four leadership quadrants 

[00:09:34] - [00:11:47] Why the Matrix matters for CX leaders 

[00:11:47] - [00:14:32] Real-world example: The Dolomite hotel 

[00:14:32] - [00:15:56] Leadership reflection & practical application 

[00:15:56] - [00:19:07] Tips to grow warmth 

[00:19:07] - [00:24:43] Learning from warm leaders: Hema’s CEO 

[00:24:43] - [00:28:23] Tips to grow competence 

[00:28:23] - [00:29:50] Recap of action steps 

[00:29:50] - [00:31:19] Three universal tips for all leaders 

[00:31:19] - [00:32:48] Conclusion & invitation 

[00:32:48] - End credits 

 

Resources & links 

• Warmth–Competence research: Fiske, Cuddy, & Glick (2007); Cuddy, Kohut & Neffinger (2013) 

• Nienke wrote a blog about this topic with an interesting model, you can read it 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. 

 

Enjoyed the episode? 

Leave a quick rating or review in your favorite podcast app and share this episode with a fellow CX leader who’s ready to spice up their influence! 

Welcome back to CX Leadership Talks! In a refreshing role reversal, today Nienke Bloem - your host - takes the guest seat, joining host Adam Dorrell for a conversation you don’t want to miss. Known for her infectious energy and practical approach to driving real change, Nienke opens up about what it really means to “spice up” customer experience - hint: it starts with leadership. 

Together, Adam and Nienke cut through CX industry jargon and get real about the challenges of building a customer-centric culture, balancing strategy with fast, practical action, and learning to love tough customer feedback. Nienke shares colorful stories from her career journey - from small island beginnings in Texel to leading CX for telecom giant KPN - and introduces refreshing concepts like “truth makers” vs. “truth seekers” and the art of “friction hunting.” 

This episode is packed with hands-on leadership tips, memorable metaphors (ever heard of CX cosplay or fire prevention in CX?), and candid discussions on building true authority and resilience as a CX leader. Whether you’re looking to energize your CX strategy or need inspiration to face tough boardroom conversations, this conversation delivers insights you can act on right away. 

Tune in for Nienke’s spicy perspectives and practical advice, and learn how to bring more heart - and action - into your customer experience leadership. 

 

Timestamped overview:  

00:00 Enhancing leadership for impact 

05:04 Early risers' varied workday 

09:19 Truth makers vs. truth seekers 

12:34 Truth makers triumph over seekers 

16:10 Slow processes in Customer Experience 

17:56 Pilgrimage as strategic journey 

23:30 Customer-Centric strategy execution 

27:25 Urgent need for improved CX 

29:13 Engage, don't convince, in CX 

32:54 Prioritize understanding, avoid judgement 

35:21 CX leadership strategies & stories 

39:37 Costly advertising and low conversion rates 

41:55 Mastering NPS for CX leaders 

46:26 From conflict to connection 

47:44 CX Program improvement suggestion 

 

Extra information:  

Connect with Adam on LinkedIn.

Booktip: Winning on Purpose  

 

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.

Welcome to a fresh episode of CX Leadership Talks, hosted by Nienke Bloem - the international customer experience expert known for her practical wisdom and signature blue dress! In this special “back to basics” episode, Nienke dives deep into the essentials of making your customers come back for more. You’ll get an insider’s look at her new CX Boomerang model - a simple yet powerful framework designed to help you create experiences that are effective, easy, enjoyable, and truly memorable. 

Blending  

1. the famous CX model by Forester
2. timeless research from Daniel Kahneman and 
3. the EPIC moments framework of Chip and Dan Heath, 

Nienke shares actionable insights and memorable stories from business and everyday life alike. Whether you’re a seasoned CX leader or just starting your journey, you’ll discover practical strategies to build long-lasting loyalty and real business value by delivering unforgettable moments throughout your customer journey. 

Tune in for inspiration, practical ideas you can use today, and a reminder that even the smallest memorable touch can boomerang back as loyalty, advocacy, and growth for your business. Get ready to be inspired to make CX work - for you, your team, and your customers! 

Timestamped overview: 

00:00 Creating memorable CX 

04:28 Enhancing customer journeys moments 

08:47 Refocusing on CX fundamentals 

11:11 Creating effortless, enjoyable, memorable experiences 

17:02 Memorable CX moments 

18:47 IKEA's simple checkout experience 

23:57 Applying the Boomerang model to journeys 

26:19 Client loyalty in veterinary services 

30:16 Dutch approach to customer loyalty 

31:08 Enhancing client experience 

36:08 Creating memorable business moments 

39:38 Thoughtful gestures and kindness practices 

44:32 Enhancing customer experience reflection 

46:50 Creating memorable customer experiences 

 

Extra information: 

Video Daniel Kahneman – Experience vs Memory of Experience: https://www.youtube.com/watch?v=XgRlrBl-7Yg 

One page summary of The Power of Moments EPIC model: https://www.scribd.com/document/472290032/heathbrothers-power-moments-1-page-summary-epic 

 

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.

You’re probably expecting to hear Nienke’s familiar voice in this episode - but not today. Surprise! This episode was not recorded by Nienke. In fact… it wasn’t recorded by a human at all.

While Nienke was in Singapore, diving deep into all things Artificial Intelligence - from chatbots to content creation, from productivity boosters to playful creativity - something unexpected happened. AI got its hands on her book CX is a Pilgrimage… and decided to make a podcast about it.

Meet Notbook LM: the AI behind this unusual episode. It read the book, processed the CX philosophy, and crafted an audio experience all on its own.

No, it doesn’t sound like Nienke.
Yes, it talks about her ideas.
And yes - it might just blow your mind a little.

Curious to hear how AI interprets a CX journey?
Hit play and enjoy this one-of-a-kind experiment.

Let the CX pilgrimage continue - in a totally new voice.

Timestamped overview

00:00 Fear of change: Can you?

04:04 Road map to potential

06:32 Choose your CX toolkit wisely

12:42 Fostering a culture of safety

13:58 Colleague's support transformed struggle

17:29 Prioritize self-care and joy

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.