Last week I ordered a set of cards at a print shop. Because I wanted to show them to my team on Texel, I ordered them with urgency and paid 20% extra for next day delivery. Late that afternoon, I received an email. Their printer had broken down, so delivery would be delayed by one […]
There’s something I’ve noticed again and again in CX. And I’ve done it myself too. We love to talk about leaders. How “they don’t get it.” How “they only care about KPIs.” How “they never spend time with customers.” Sound familiar? For years, I did exactly that. I complained, rolled my eyes, and pointed out […]
Five leadership lessons from Ted Lasso Some evenings, when my brain is full of frameworks, KPIs and CX strategies, I love to switch off and watch a good TV show. Lately, I’ve been back to one of my all-time favourites: Ted Lasso. If you haven’t seen it yet, here’s the short version. Ted is a […]
It’s National Coffee Day, and I’ll keep things simple. When I order coffee, I don’t need ten pages of options. Just give me a cappuccino or a strong black coffee. Simple. Clear. Energizing. Your CX strategy should be the same. Too many CX teams rely on 40 slide decks filled with projects, actions, and buzzwords. […]
The world of customer experience does not stand still. Expectations shift, technology evolves, and trust is always being tested. As CX leaders, it is our job to look beyond the day-to-day and spot the signals of what is coming. That is exactly why I invited Bart Verouden, CCXP, Senior Manager Innovation & Business Development at […]
Every summer I meet my business friend Mia in Gothenburg. We’ve made it our tradition to spend a few days together: reflecting on where we want to go, what we want to let go of, and which actions need to be taken. And of course, we always mix business with pleasure with plenty of fika […]
Summer is here. Or almost. And with that, things tend to slow down. Calendars are lighter, inboxes quieter, and if we’re lucky, there’s a little more room to breathe. It’s a perfect moment for reflection. And for taking a different kind of CX leadership action. Not by launching new programs or crafting complex roadmaps. But […]
On this week’s podcast, something different. For once… it’s in Dutch. Why? Because the topic we discussed hit close to home and needed to be said the way we say things here: clear, direct, and with a touch of gezelligheid. But don’t worry – here’s the essence in English. Because whether you speak Dutch or […]
The 112th edition of the Tour de France kicks off on July 5 in Lille. The riders are trained, the jerseys are clean, the teams are ready. Everyone’s eyes are on the yellow jersey. And me? I found my own cycling inspiration this week. Right in the heart of Amsterdam. No bike in sight. Just […]
Let’s start with something every customer experience leader needs to know. Not just a “nice-to-know” insight, but the kind of truth that reshapes how you lead. According to research by Drs. Susan Fiske and Nicolas Kervyn from Princeton University, people judge others – yes, including us CX professionals – based on two qualities: warmth and […]