While you are reading this, I am probably sipping a cappuccino in Staffal, high in the Italian mountains of Aosta. We are here with Flowtrack, a Belgian holiday company, enjoying an active mountain family holiday. Yes, it is holiday time for me. Perhaps it is for you too, although the fact that you are reading […]
Let me ask you a spicy question. If you and your CX team stopped tomorrow, what would actually go wrong? For a moment, forget who would miss your smile, your enthusiasm, the workshops, the sticky notes, the customer quotes or even the excellent coffee. Look beyond the personal appreciation and ask yourself what would genuinely […]
Memorability is key. When it comes to you as a leader and, of course, when it comes to your customer centric change program or initiatives. Daily reality In corporate life, so many initiatives ask for attention. Let’s be real. The most talked about topic today is AI. YES. Is it important? Of course. Yesterday it […]
I was recording a podcast episode from a tiny house on Texel, hiding from a 37-degree heatwave. No studio. No air conditioning. Just me, my laptop, and a friend who stopped me from melting. And from that little island, I went somewhere I hadn’t gone before, not just explaining the ANI Model, but going inside […]
Last week I was in a room with 32 account managers from a global B2B company. Smart people. Experienced people. People who genuinely love their customers. We were working on something I find endlessly fascinating: the moment of real connection between a professional and the person sitting across the table. Not the pitch. Not the […]
You know your CX strategy inside and out. You have the data. You have the roadmap. And yet – the organization is not moving. Sound familiar? After more than a decade of educating and mentoring CX leaders, I kept hearing the same frustrations. Stakeholders who agreed customer experience mattered but never made it a priority. […]
There is a small, slightly ridiculous holiday that has stuck with me. Upsy Daisy Day. A day dedicated to getting back up, starting fresh, and approaching the world with optimism. My first reaction was: who comes up with these things? My second reaction was: actually, there is something important here for CX leaders. Optimism is […]
You are not here to make everyone happy. You are here to lead. Most CX leaders know their stakeholders. They have the list. They send the updates. They show up to the steering committees. And still – somehow – the CX agenda keeps getting stuck. Not because the work is bad. But because the energy […]
Last week’s CX Leadership Masterminds alumni meetup left me with a lot. Great conversations, concrete actions, new energy and honestly, a little discomfort too. Irene van Hoorn CCXP shared her leadership journey: from building Customer Experience inside Eneco to winning the International CX Award for CX Leader and Team of the Year. A story about […]
Every year on the 17th of May, I secretly smile a little. Not only because it is my birthday, but also because I share that birthday with Queen Máxima of the Netherlands. You can clearly see she is at least a year older than I am, right? 😉 This year, my birthday made me think […]