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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
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.
Monday Jul 10, 2023
#6 Ian Golding: The Role of CX Leadership in Today’s World
Monday Jul 10, 2023
Monday Jul 10, 2023
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"
Monday Jun 26, 2023
Monday Jun 26, 2023
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.
Sunday Jun 04, 2023
Sunday Jun 04, 2023
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/
Wednesday May 24, 2023
#3 Seven strategies to boost your CX Leadership Authority and lead with success
Wednesday May 24, 2023
Wednesday May 24, 2023
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/