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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 Aug 26, 2024
Monday Aug 26, 2024
In this episode of CX Leadership Talks, Nienke Bloem hosts guest Roxie Strohmenger. They discuss the importance of leaders connecting with their human side, understanding the connection between CX, perception metrics, and financial metrics, and learning the "love language" of senior leaders.
The conversation also delves into the elements of delivering world-class CX programs, building a web of data, understanding individual thinking processes, the book "Surrounded by Idiots," and the importance of agility, speed, and storytelling in CX. They emphasize the significance of understanding financial acumen, crafting a strong CX strategy, and rallying the organization for successful CX transformation.
The episode concludes with Nienke inviting listeners to share which elements they will work on and asking for recommendations on resources to become better CX leaders.
About Roxie Strohmenger CCXP (visit her LinkedIn profile here)
Roxie Strohmenger is an innovative CX Change Maker who believes great things don't happen in your comfort zone. She has a background as CX Consultant with Forrester and has had successful senior practitioner roles. She excels in leading CX transformations tied to operational metrics and financials. Her talent lies in delivering high-quality, revenue-impacting, and cost-saving customer experiences by defining, testing, and optimizing the customer lifecycle.
Roxie is known for being a CX leader who breaks down silos and unifies an organization around a singular CX Vision, transforming strategy into execution to protect and expand revenue through scalable, human-centered experiences. She’s also known for identifying and cultivating the right emotion to deliver a differentiated, high-quality customer experience. She’s a servant leader who empowers professionals to realize their full potential. Besides that, she’s also a dynamic, passionate speaker who brings the customer to the foreground.
Timestamped overview
00:00 Upcoming event about mobility and leadership.
05:07 Inquisitive mind drives focus on customer experience.
09:20 Challenges in connecting CX to ROI explained.
12:08 Shareholders, structure, funding - important CX considerations.
15:16 Initial organizational listening tour for data access.
17:23 Hiring data-savvy team vital for CX success.
23:23 Agility and speed, plus understanding data's role.
26:34 Understanding P&L informs business decision making.
29:10 Government employees should manage and assess risks.
31:14 Explaining CX metrics and importance of storytelling
33:50 Scaling CX narrative through strategic and tactical methods.
38:23 Quick rise to keynote speaker affirmed vision.
41:01 Focus on immediate actions, avoid overwhelming tasks.
43:54 Focusing on what enhances the experience.
Roxie’s recommendation
The Delighted Customers Podcast with Mark Slatin
Monday Aug 19, 2024
Monday Aug 19, 2024
In this episode of CX Leadership Talks, I had the pleasure of welcoming Diane Magers as my guest. We delved into the details of standardizing customer experience across different business units and discussed Diane's co-authored book, which offers practical guidance for embedding customer experience into an organization's operations.
One particularly insightful quote from Diane highlighted the need for organizations to prepare for future trends, especially regarding AI, machine learning, and new technologies. She emphasized the importance of internal innovation and disruption, pointing out the need for organizations to redesign their operations and work collaboratively to deliver a seamless customer experience.
Throughout our conversation, we covered a range of topics, including the evolving role of CX leadership, the potential pitfalls of over-reliance on technology, and practical strategies for operationalizing customer experience within an organization. We emphasized the importance of cultural alignment, understanding design, and connecting customer value to organizational goals, offering invaluable insights for CX leaders and organizational leaders aiming to integrate customer experience practices into their work.
Tune in to gain practical insights and actionable strategies to elevate your organization's customer experience game. Don't miss out on this invaluable knowledge. Connect with Diane and start your CX transformation today!"
About Diane Magers (visit her LinkedIn profile here)
With over 25 years of customer experience, sales and marketing leadership, Diane is the Founder and Chief Experience Officer of Experience Catalysts, a consulting and training firm that helps CX executives develop and grow customer and associate engagement programs. She’s also a Certified Customer Experience Professional (CCXP) and a past CEO and Emeritus Chair of the Customer Experience Professionals Association (CXPA), a global non-profit organization that advances the CX field.
Her passion is to facilitate and coach CX leaders on how to design and implement CX strategies that drive growth and impact financial benefits. She has worked with various sized organizations across different industries, such as VMware, State Farm, MoneyGram, Freeman, Invisalign, and Equifax, delivering CX solutions that align with their enterprise, customer, and associate needs. Besides that, Diane is also a skilled presenter and trainer in CX.
Timestamped overview
00:00 Organizations design experiences to influence behavior & ROI.
04:43 Summary: profession evolving, leaders need embedding experience.
09:49 Simple questions and actions for organizational change.
13:31 Empower teams with knowledge and capabilities.
17:04 Human craving for connection in automated world.
21:10 Embracing new perspectives and practices in CX.
23:38 Perspective shift enables better leadership and innovation.
27:39 Revamp approach to customer and employee value.
29:48 Strategic focus on future state customer perspective.
32:10 Align content, create standards, educate for consistency.
35:22 Shifting focus to digital experience and education.
39:10 Explains concepts and implementation of operating system.
42:46 Schedule time for exploration and build connections.
Diane’s recommendations
Experience Rules - The Experience Operating System (XOS) and 8 Keys to Enable It, by Michael Hinshaw and Diane Magers
Connect with Diane on LinkedIn
Monday Aug 05, 2024
Monday Aug 05, 2024
In this episode of CX Leadership Talks, your host Nienke Bloem engages in a dynamic conversation with Maaike Verwer, a certified customer experience professional, focusing on aligning IT and business processes to enhance customer experience. Maaike and Nienke discuss an impactful collaboration with HomeServe to streamline their customer service, reducing call times and improving satisfaction through automation.
Maaike emphasizes the importance of understanding and utilizing existing data in organizations for enhancing customer experience and highlights the need for seamless alignment of data and processes, drawing an analogy to renovating a house.
The conversation also delves into agile methodologies, stakeholder management, and addressing concerns related to technology and job insecurity. The episode wraps up with Maaike's recommendation for enhancing CX leadership through data-driven insights.
About Maaike Verwer (visit her LinkedIn profile here)
Maaike is an enthusiastic, pragmatic and results-oriented professional with a customer-oriented approach (CX based). She has achieved several successes in roles and projects where organizational and IT processes reinforce each other. Maaike believes in the importance of CX and the use of the right and appropriate technology within organizations.
Timestamped overview
00:00 Encouraging guests to be proactive and brave.
05:31 Importance of customer experience and IT alignment.
06:37 Utilize existing data efficiently to avoid waste.
11:57 Met Sabio at Genesys conference.
14:06 Ensure understanding, confidence, and process optimization in technology.
17:53 Contact centers transitioning from cost to value.
21:42 Initiate inform transform perform through agile working.
23:45 Tracking project benefits leads to successful change.
28:01 Clear communication key for understanding and alignment.
31:40 Content must be easily accessible for engagement.
33:58 Share small wins, use understandable language, consider perspectives.
38:47 Addressing importance of stakeholder management and technology.
39:50 Career experience taught me to actively listen.
43:03 Recommended books by Maaike.
Maaike’s recommendations
Let's Get Real or Let's Not Play: Transforming the Buyer/Seller Relationship, by Mahan Khalsa and Randy Illig
Neuromanagement: het nieuwe managementparadigma, by Sven Gall (in Dutch)
Monday Jul 22, 2024
Monday Jul 22, 2024
Welcome to CX Leadership Talks, where we explore the essence of human-centric leadership in the workplace. In today's episode, your host Nienke Bloem engages in an insightful conversation with Eryc Eyl, a passionate advocate for creating more human workplaces.
Eryc emphasizes the importance of work leading to fulfillment, satisfaction, and human flourishing, challenging the traditional notion of work to an end. They delve into Eryc's book, "Stop Engaging Employees, Start Making Work More Human”, which offers practical strategies for fostering a human-centric work culture. The episode reveals specific disciplines and approaches for leaders, emphasizing the organic nature of workplace culture and the 13 guiding principles of human-centric workplaces.
Eryc shares insights on the 6 E's of impact culture and the significance of empathy and deep listening in creating meaningful connections. Furthermore, the discussion is about the importance of removing obstacles and friction in the workplace, empowering employees, and involving them in solving customer-related problems to enhance customer-centricity.
Join us as we unravel the profound insights into human-centered leadership and workplace transformation. Tune in to gain a deeper understanding of creating more human workplaces for better results.
About Eryc Eyl (visit his LinkedIn profile here)
Eryc Eyl is a distinguished expert in customer experience with over 20 years of industry experience. Known for his innovative and customer-centric strategies, Eryc has collaborated with numerous high-profile companies to enhance their customer service practices. With a background in Organizational Communication and a certification as a professional coach, he brings a deep understanding of human behavior and communication dynamics to his work.
Eryc is a sought-after speaker, thought leader, and contributor to various publications, passionately advocating for the integration of technology and human touch in customer interactions. Next to that he is a fun human. Always connecting, listening and of course, known for his extraordinary moustache.
Timestamped overview
00:00 How a liberal arts graduate becomes a Lean Six Sigma black belt.
05:47 Writing a book to make work more human.
09:39 Discussion about human-centric workplace principles and connections.
13:06 Defining and impacting workplace culture and expectations.
14:32 Adhering to expectations for traffic flow safety.
17:22 Balance speaking and listening for valuable communication.
21:24 Encourage involvement for better results and solutions.
26:45 Educating through conversations to achieve shared understanding.
27:42 Bank crew praised for smart branding approach.
32:32 Insightful session on customer service and leadership.
37:05 Simplify workplace processes, remove unnecessary obstacles.
38:30 Pushing responsibility down, reducing policies for satisfaction.
41:46 Embrace noticing and catching the right behaviors.
44:41 Focus on listening more, leading by example.
Eryc’s recommendations
Stop Engaging Employees, Start Making Work More Human, by Eryc Eyl
Emergent Strategy: Shaping Change, Changing Worlds, by Adrienne Maree Brown
And a present from Eryc for you, as a listener of this podcast
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/