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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 Apr 08, 2024
Monday Apr 08, 2024
Welcome to CX Leadership Talks, where we explore the world of Customer Experience leadership with top industry experts. In today's episode, host Nienke Bloem engages in a captivating conversation with Jo van Riemsdijk. Together, they navigate through the intricate world of customer experience management from the perspective of Jo as THE recruiter in CX in the UK.
In this episode
Jo shares valuable insights on the challenges and trends in recruiting for customer experience roles, reflecting on the changing requirements and skill sets sought after by organizations today as opposed to in the past. We explore the complexities of navigating senior leadership buy-in, what she calls ‘managing upwards’, the shifting paradigms of the customer experience industry, and the increasing demand for digital expertise and change leadership.
About Jo van Riemsdijk: (Visit her Linkedin profile here)
She is THE Customer Experience Recruitment Specialist recruiting at all levels right up to Board level. With Kate Baird, she founded CX Talent Ltd, which is an Independent Customer Experience Recruitment Consultancy. They match the RIGHT people with the RIGHT jobs in Customer Experience, Digital Experience and Service Design roles. At all levels from Chief Customer Officer, Customer Experience Director, Digital Experience Director, to middle management roles across all industry sectors, covering a wide range of CX disciplines such as strategy, insight, design, digital, service, engagement, loyalty, and success. She is the perfect guest on the show, as she sees what her clients are looking for and sees where matches are truly made. She offers a consultative approach and always acts transparently and with integrity. Always passionate about matching the right people with the right jobs and helping businesses achieve customer satisfaction and profitability.
Click here for the Website of CX Talent Ltd.
Click here for the Monthly Newsletter on LinkedIn by CX Talent Ltd.
Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.
Time stamped overview:
00:00 UK-based recruitment business serving international clients.
05:37 Research led to identifying customer experience gap.
09:30 Employers seek diverse skill sets for directors.
12:01 Customer experience manager roles and salary impact.
15:53 Increasing demand for digital design roles seen.
19:01 Key to finding ideal challenge: "Remember what you bring to the party."
23:18 Developers want to create communities and entice employees.
26:42 Transition from vendor neutrality to consultancy education.
27:47 Stay informed about AI and organizational processes.
33:00 Cracking the leadership paradigm for greater value.
35:50 Creating ideal business culture by emphasizing values.
38:03 Tight client brief, thorough candidate assessment process.
41:04 Recommend recruiting for right person, seek professional help.
44:24 Prepare, engage, focus, share stories, manage upwards.
Jo’s recommendations:
- Follow Ian Golding https://www.linkedin.com/in/iangolding/
- Women in CX Network https://womenincx.community/
- The CX Talent Ltd newsletter https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7151176186444861440
Monday Apr 01, 2024
Monday Apr 01, 2024
Welcome to CX Leadership Talks, where we explore the world of Customer Experience leadership with top industry experts. In today's episode, Nienke Bloem sits down with Greg Melia, CEO of The Customer eXperience Professionals Association (CXPA), and a seasoned advocate for Customer Experience excellence. They discuss the evolving landscape of customer experience and the role of CX leaders in today's businesses.
In this episode
Nienke and Greg delve into the importance of ongoing training and validation for CX professionals, the potential of artificial intelligence in shaping customer interactions, the significance of the CCXP certification, and the strategic approach to CX development.
Don’t miss this in-depth conversation that touches on vital competencies for successful CX leaders, the CXPA's global community, and the valuable insights and practical strategies shared in the discussion.
So, grab a seat and join us as we explore the world of Customer Experience leadership with Greg Melia on CX Leadership Talks.
About Greg Melia (visit his LinkedIn profile here)
Greg Melia is a passionate advocate for professional associations and certifications. He has dedicated his career to educating and empowering individuals and organizations to understand the importance of being part of a professional association and obtaining certifications.With a background in marketing and communications, Greg has a talent for explaining complex concepts in a way that is relatable and understandable. He is committed to helping people recognize the value of associations and certifications in their professional development and success. Greg's engaging and approachable manner makes him a sought-after speaker and consultant in the association and certification space. His favorite memories are those where he can see the "aha" moment in someone's eyes when they finally understand the significance of being part of a professional community and earning a certification.
Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.
Timestamped overview
00:00 Career titles, passion for customer experience, CEO role.
05:26 Member of CXPA, pursuing CCXP title.
09:23 Discussing broad topics, trends, and upcoming events.
12:13 Collaborate, support, and align for success.
14:49 CCXP certification is increasingly valuable in industry.
19:05 Salespeople make promises, CCXP ensures customer satisfaction.
20:34 CX connects people, prepare for career changes.
25:24 AI powerful tool, but not a replacement.
27:21 Exploring AI's impact on contact centers.
32:33 Emphasizing importance of good CX strategy and branding.
36:30 Stephanie Leheta to discuss developing multiyear AI strategy.
37:23 Include people in future vision and planning.
41:08 Reintroduced curiosity, creative problem solving, iterate.
44:18 Link in show notes, join CXPA community.
Greg’s recommendations
- “The Chief Executive Operating System: The Essential Playbook for Success in the CEO Role” written by Joel Trammell and Sherif Sakr
- Become a member of the CXPA: https://www.cxpa.org/home
Monday Mar 25, 2024
Monday Mar 25, 2024
Welcome to another episode of CX Leadership Talks! In this episode, Nienke Bloem engages in a fascinating conversation with Robbert Dijkstra, the founder and CEO of Deepdesk. Robbert brings his wealth of experience in AI technology and innovation to the forefront as he discusses the deployment of AI in companies and its impact on improving customer experiences.
In this episode
Robbert shares insights on the use of ChatGPT for deploying AI in organizations and provides practical examples of how Deepdesk aligns its vision with customer needs by developing prototypes and gathering valuable feedback. He also delves into the impact of AI on organizations, sharing his experiences with DHL where AI led to significant improvements in customer service.
The conversation extends to the future of AI technology, with Robbert envisioning the rise of more AI vendors and the development of task-specific AI models. He also shares his thoughts on the rapid increase of AI in everyday software and the possibility of AIs communicating with each other in the future.
This episode is not just about AI technology, but also delves into practical advice for leaders and organizations looking to integrate AI into their operations. Robbert emphasizes the importance of practical experimentation with AI, advocating for its integration into daily work processes, and shares valuable insights on building a culture of ownership and responsibility within organizations.
In addition to all this, the episode is packed with valuable tips from Robbert on fostering curiosity and staying on top of the industry, along with recommendations for valuable entrepreneurship content.
Tune in to this enriching episode as Robbert Dijkstra and Nienke Bloem dive deep into the world of AI, customer experiences, and leadership in the contact center industry!
About Robbert Dijkstra (visit his LinkedIn profile here)
The future is here... and he loves it! Mesmerized as a young teenager by the endless possibilities of the Internet, Robbert is truly passionate about exponential technologies and digital disruption is what drives him. Shaping strategic vision on innovation, spotting opportunities, sharing these passions and collaborating with others to create impact is what Robbert enjoys the most.
Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.
Timestamped overview
00:00 Robbert started young, this led to technology consulting role.
04:53 Introduction of AI models in customer service.
07:37 Tailored models require specific training and data. Generative AI uses global data for broader applications.
11:09 Challenges with running AI models in production.
13:16 Larger companies handle challenges better through trials.
16:20 AI will be pervasive, personal and unseen.
21:44 LLM improves software development and implementation efficiency.
24:36 Improving organization processes, agent work, and user experience.
26:48 Technology trials typically last 3-6 months.
30:53 Customers modify dashboard, control agent communication, knowledge assist.
32:43 Contact center transformation leading to cultural shift.
38:54 Struggle hiring junior staff, prioritize mid-senior. Customer commitment.
40:46 Agility and execution win hearts and minds.
43:46 Curiosity and problem-solving drive efficient perseverance.
48:10 Grateful for insightful AI discussion on podcast.
Robbert’s recommendations:
Podcast ‘Doorzetters’ (in Dutch) by Ruud Hendriks and Richard Bross
And as promised, Robbert’s cliffhanger 😉: Ben Evans on What matters in tech?
Monday Mar 18, 2024
Monday Mar 18, 2024
Welcome to CX Leadership Talks, where we delve into the world of customer experience leadership and innovation. In this episode, Nienke Bloem is joined by the dynamic entrepreneur and CEO of Experience Investigators, Jeannie Walters. Together, they explore the multifaceted world of customer experience and the why, how and what of successful CX leaders.
In this episode
Jeannie shares her wisdom and experiences, offering valuable insights for aspiring CX entrepreneurs - from resilience in the face of criticism to the intricacies of building and managing a CX team.
The conversation also touches on the importance of staying ahead of trends in ethics, diversity, and global customer inclusivity, providing a comprehensive view of the challenges and opportunities in the CX landscape.
So, join us as we uncover the secrets to effective CX leadership with Jeannie Walters on CX Leadership Talks!
About Jeannie Walters (visit her LinkedIn profile here)
Jeannie helps business leaders - from individuals to small businesses to Fortune 1000s - learn and apply customer-centric initiatives that benefit their customers, employees and bottom line. She believes CX is about the actions your team takes on a daily basis to use these tools to serve the larger organizational goals. Jeannie approaches CX strategy this way: “Let’s build the right vision, strategy and outcomes around customer experience to meet or exceed our larger company-wide goals.” Working with cross-functional leadership, she helps organizations make CX a part of their everyday culture instead of a one-off initiative that’s quickly forgotten about.
Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.
Timestamped overview
00:00 Celebrating successful podcast, helping leaders with experience.
05:03 Organizations adapted to customer experience amid change.
08:27 Strong communication crucial for getting leadership support.
10:18 Spice up leadership, challenge, communicate, take action.
15:26 Organizations should connect activities to progress effectively.
18:13 Realizing the importance of outdoor time.
21:42 Understanding the impact and challenges of AI.
23:32 Ethics, diversity, and risk management in organizations.
30:03 Success is not a straight line.
33:20 Team includes COO, CMO, social media support.
34:25 Various arrangements with contractors, almost full-time. Team environment, sharing unique skills.
38:40 Established CXI Flight School to bridge gap.
41:43 Specialize in CX for professional success.
45:19 Morning routine: workout, meditate, journal, plan.
47:54 Listen to diverse podcasts for marketing inspiration.
Jeannie’s recommendations
Podcast ‘Hidden Brain’ with Shankar Vedantam
Podcast ‘How I built this’ with Guy Raz
The CMO Podcast with Jim Stengel
And of course, Jeannie’s own podcast: Experience Action
Monday Mar 11, 2024
Monday Mar 11, 2024
Welcome to the CX Leadership Talks, the podcast that delves deep into the world of customer experience leadership. In this episode, Nienke Bloem shares her personal experience and insights into crafting a compelling CX story.
What is a CX story? With an attractive CX story you show the why, how and what of the CX transformation you want to realize. A good CX story keeps your audience listening attentively and wanting to know more. It is this story that you can tell time and time again, that really helps the audience understand what your CX mission is and what they have to work on and why this is important.
In this episode, Nienke takes us back to her early days at KPN, where she was tasked with presenting the top 80 leaders with a CX transformation plan in just 100 days. She discusses the importance of storytelling in CX, and reveals the five most common mistakes made in CX stories. From being too functional and boring to lacking a strong call to action, she breaks down the flaws she's witnessed and provides valuable tips for elevating your CX narrative. So grab your notebook and get ready to enhance your CX leadership skills with Nienke's expert advice.
Timestamped overview
00:00 Focused on strategy and storytelling for 100 days.
03:24 Crafting a compelling CX story is crucial.
08:58 Creating brand delivery, customer culture, call-to-action.
12:37 Presentation should have emotion, be memorable. Avoid being too functional or too general.
13:56 Ensure memorable and tailored presentation for success.
18:35 Importance of clear and specific calls to action
21:47 Get the audience, share the podium, lead.
The outline above offers a comprehensive overview of this episode's content and provides an insight into Nienke's personal experiences.
More on her Education portfolio: https://www.nienkebloem.nl/en/cx-educatie/
Monday Feb 26, 2024
Monday Feb 26, 2024
In this episode of CX Leadership Talks we delved deep into our profession of customer experience management, discussing the limitations of relying solely on surveys, the power of feedback in driving genuine change, and the crucial alignment of CX with broader business strategy.
This episode of CX Leadership Talks features Bill Staikos, a celebrated CX Practitioner and visionary leader from Medallia. Bill is a Customer & Employee Experience leader whose mission is to bring together these two disciplines to create value for employees, customers and shareholders. Together, we uncovered practical advice for you as a CX Leader.
In this episode we discuss
- CX and EX evolution over the last 20 years
Bill explains how his approach to customer and employee experience evolved over his 20-year career. - The power of feedback in driving true change
Bill talks about the way Medallia transforms customer and employee experiences by effective feedback mechanisms. - The impact of technology on CX
Bill shares his vision on how artificial intelligence and machine learning will shape the future of CX and EX and how technology can significantly impact customer or employee experience.
About Bill Staikos (visit his LinkedIn profile here)
Bill Staikos is a renowned expert in the field of customer experience, known for his visionary approach and deep insights into CX practices, technology, and strategy alignment. With a wealth of experience, Bill brings valuable perspectives on driving business growth through effective customer experience management.
Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.
Time-stamped overview
00:00 Practitioner and leader in enterprise experience software.
05:16 Realizing work is about company goals, strategy.
06:49 CX leaders must focus on both values.
11:13 Surveys are important for analytics and improvement.
14:14 Active engagement is essential for building customer relationships.
19:12 Software predicts intent for mortgage and auto applications.
20:03 Efficient personalized car search with journey orchestration.
24:29 Different regions have unique paths and progress.
26:41 Using Chat GPT to determine top insights.
31:47 Podcast strategy helps reach people effectively.
35:44 Improve HR, connect work to company's values.
37:31 Gather customer insights, collaborate with internal teams.
40:27 Believe in systems, focus on efficiency, explore.
Bill’s recommendations
- "The Grid" by Matt Wilkinson: https://www.amazon.nl/-/en/Matt-Watkinson/dp/1847941885
- "The Wallet Allocation Rule" by Luke Williams: https://www.amazon.nl/-/en/Timothy-L-Keiningham/dp/111903731X
- And of course, his podcast: https://becustomerled.com/ where he explores the intersections of CX, EX, and how companies develop leaders and cultures maniacal about the customer.
Monday Feb 19, 2024
Monday Feb 19, 2024
In this enlightening episode of CX Leadership Talks, we delve deep into the core of data management and its transformative impact on customer experience. This THE episode when you are just starting in exploring the world of Data driven CX, but also if you are a seasoned leader you'll get some great tips and tricks.
Joining us is Barry Wildhagen, a distinguished expert in data management, to explore the crucial intersection of data and CX, the imperatives of a data-driven approach, and the evolving landscape for data professionals.
Because there is a BIG opportunity for you: visiting the Virtual MDM and DG Summit on the 13th of March! (and Nienke is hosting it for the EMEA version!) Click here to register https://now.informatica.com/mdm-dg-summit-virtual-2024.html
In this podcast episode we discuss:
- The Intersection of Data Management and CX: - Barry sheds light on how data management serves as the backbone of effective customer experience strategies, outlining the symbiotic relationship between these two vital areas.
- The Imperative of Data-Driven CX: - Understanding why a data-driven approach to CX is non-negotiable in today's business environment. We discuss the significance of leveraging data for personalized and impactful customer interactions.
- Habits of Success in Data Management: - What does it take to succeed in the field of data management? Learn about the key habits and mindsets that professionals need to cultivate for success.
- Integrating AI in Data-Driven CX: - The role of AI in enhancing data-driven customer experiences. Barry shares insights on harnessing AI to unlock new levels of personalization and efficiency.
- Challenges and Opportunities in Data-Driven CX: - Discussing the hurdles faced by organizations in adopting a data-driven CX approach and the immense opportunities that lie ahead for those who overcome them.
- The Evolving Role of Data Professionals: - With the landscape constantly shifting, we talk about how the role of data professionals is changing and what the future holds.
Key Takeaways:
- Insightful perspectives on the vital role of data management in crafting superior customer experiences.
- Practical advice on adopting a data-driven approach to CX, including the integration of AI technologies.
- Discussion on the challenges and opportunities in the field, along with the evolving responsibilities of data professionals.
About Barry Wildhagen: Barry Wildhagen is an authority when it comes to data management and currently serving as the community of practice leader for customer experience at Informatica's technical sales organization. He is a professional with extensive experience in leveraging data to drive business growth and improve customer experience. His expertise encompasses a range of topics, including the successful integration of AI in CX strategies and the development of effective data-driven approaches.
Join us for an insightful conversation with Barry Wildhagen, as we navigate the complexities of data management and its critical influence on customer experience and leadership in the corporate world.
Linkedin profile Barry Wildhagen: https://www.linkedin.com/in/bwildhagen/
Barry Wildhagen’s tips with links:
Interview Jamex Sexton on Lex Fridman show: https://www.youtube.com/watch?v=fUEjCXpOjPY
The Pale Blue Dot https://www.amazon.com/Pale-Blue-Dot-Vision-Future/dp/0345376595
If you want to know more about CX leadership or have any questions regarding CX, contact Nienke Bloem via her website www.nienkebloem.com . She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership
Tuesday Jan 30, 2024
Tuesday Jan 30, 2024
In this episode, Nienke Bloem discusses the significance of the year of the wood dragon in relation to transformative energy, authority, and dignity, particularly for CX leaders.
She shares her personal experiences with education and growth both as an employee in corporate organizations and as an entrepreneur. Nienke highlights the importance of strategic education planning and outlines key questions for listeners to consider to identify growth opportunities.
She also provides insights into her own educational journey and plans for the year. Nienke encourages listeners to dream bigger, do bigger, and be bigger in the year of the wood dragon. If you want to learn more about the Leadership Retreat in Bali or discuss your education journey, feel free to reach out.
This summary offers a comprehensive overview of the episode's content and provides an insight into Nienke's personal experiences and advice while also highlighting opportunities for further engagement with the podcast.
- More on her Education portfolio: https://www.nienkebloem.nl/en/cx-educatie/
- Book a half hour Exploration Call: https://calendly.com/nienkebloem/intake-cx-leadership-retreat-bali-2024?month=2024-01
- More on the Year of the Wood Dragon: https://www.japantimes.co.jp/life/2024/01/02/lifestyle/year-of-the-dragon/#:~:text=Ultimately%2C%20though%2C%20astrologists%20say%20the,the%20best%20of%20their%20abilities.
Timestamped Overview:
00:00 CX leaders must build authority in organization. Wood dragon is luckiest and signifies opportunity.
06:48 Pursuing NBA title and executive MBA opportunity.
09:26 MBA helped gain influence, shaped decision making.
12:40 Decision-making, communication, systems, expertise, teaching aspiration.
14:59 Joined CXPA and PSA for peer learning.
21:06 Identify, address challenges, and define your success.
23:42 Exciting new opportunities for growth and success.