In the tapestry of my career, there lies a thread of synchronicity—mysterious, yet undeniably powerful. Imagine this scene from just fourteen days ago: my office for the day on the 17th floor in North Sydney with a view of the harbor and the Parramatta River. The journey to this incredible moment began over six months […]
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 […]
Strategy 45: Be aware of boar. What do wild boar have to do with CX Management and Leadership? Honestly? If there is a connection – no guarantees – you’ll find it out in this video. And if there’s not, well, you have watched a fun story anyway, about eh… boar! I read aloud a chapter […]
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 […]
Most change programs are boring. Yes, let this sink in and take a moment to reflect. Strategy 44 – Create fun and excitement – is an important strategy. Cause we all want change, but do not want to be changed. We want to be invited, fired up or even better: seduced. To do so, you […]
Making the truth versus Finding the truth. This Nienke Bloem philosophy is strategy 43. Two different approaches with a huge difference. Want to know which approach you should use to get started when you’re responsible for customer centric change in the domain of customer contact, and engage with the leadership team on the right strategy […]
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 […]
Strategy 42 is “Your ‘Why’, or what are you here for?” When you’re a leader, Simon Sinek’s golden circle is a great tool to define in your own words the purpose of your role within the organization. Relevant questions are ‘What is your assignment?’ and ‘When are you a success?’ Perhaps you should ask yourself […]
Most Customer Experience Stories, well ehm… make me want to walk AWAY. Yes, that is the truth and I need to say it this harsh. Because at the start of a new year – okay it is almost March, but still – you have the opportunity to realize that your CX story might suck too […]
When they Zig, you Zag. That is what Strategy 41 is all about. Or to put this in my own words: ‘Do something different to stand out from the crowd’. Whether in your change program or in personal life, take some time to zoom out and see the broader picture. And more important: think of […]