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Customers are part of the system: What every CX leader should know

We often look at customer experience as something we create. We design journeys, fix pain points, and work to improve NPS. But what if we are only seeing part of the picture?

In the latest episode of the CX Leadership Talks podcast, I had the pleasure of speaking with Sarah van der Wiel. She is an organizational consultant, the founder of Met Klanten, and the creator of Customer Constellations. Sarah brings a completely fresh perspective to the table, one that challenges many of our assumptions as CX leaders.

Her core message?
Customers are not outside the system. They are part of it.

That sentence alone is enough to stop you in your tracks. Because if that is true, then the way we see and solve customer experience issues needs to change.

Why systems thinking matters in CX.

Sarah explains systems thinking as a way of seeing the entire organizational ecosystem. That includes its structures, people, history, habits, and even its unspoken dynamics. All of these elements interact and create patterns that shape how customers experience an organization, often in ways we do not see.

So when we treat long waiting times, inconsistent service, or recurring complaints as isolated problems, we may be missing the bigger picture. We are treating symptoms, not causes.

A better question to ask might be:
What is this telling us about the system?

A story that stuck with me.

During our conversation, Sarah shared a powerful example from her work with a telecom infrastructure company. In that organization, people referred to “houses” when talking about their installations. The residents, the actual humans living there, were invisible in the conversation.

So Sarah made one small change. She started using the word “residents” instead of “houses.” That tiny shift created a huge ripple. People empathized differently. The customer became human again. From that moment, the team started setting shared goals like opening doors, being invited in, and leaving things tidy. Not technical goals, but human goals. The shift in language led to a shift in mindset.

What CX leaders can do.

If you are a CX leader and you have ever felt stuck solving the same problems again and again, this episode is for you. Sarah invites us to:

  • Look beyond quick fixes and listen to what the system is telling us
  • Get curious about power, silos, and organizational history
  • Use language intentionally, because how we speak shapes how we act
  • Slow down to see the bigger picture and fall in love with the problem

It is not just about being more empathetic. It is about structure, strategy, and creating change that lasts.

Want to hear more?

This is one of the most thought-provoking conversations I have ever had on the podcast.

Listen to the podcast episode here.
Connect with Sarah: Sarah van der Wiel on LinkedIn
Learn more: metklanten.nl

If you are dealing with recurring CX challenges, this episode might just be the invitation to start seeing things differently.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door
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7 Learning moments that shaped me as a CX educator

In my work as a customer experience speaker, educator, and entrepreneur, I’ve learned one thing for sure: no one becomes a great CX leader by accident.

It takes reflection.
It takes consistent learning.
And, sometimes, it takes a really crappy course to spark something brilliant.

To celebrate the 50th episode of my podcast, CX Leadership Talks, I looked back on the seven learning moments that shaped who I am today. These are the real stories behind how I became a CX educator, stories that will inspire you, whether you’re leading CX in a corporate role, building your own business, or exploring what’s next.

So if you’re someone who believes in growth, values education, or just loves a good behind-the-scenes CX story, this one’s for you.

Learning moment #1: The terrible course that started it all

Let’s start with the lowlight.

In 2016, I booked a two-day CX course in London to prepare for my CCXP certification. It looked promising, but what I got was underwhelming. The trainer I signed up for wasn’t there. The sessions were cut short. The food was bad. I came home frustrated and completely unprepared.

But that disappointment became the spark that launched my own CX education practice. I realized: I can do this better. That course gave me direction and ultimately, it helped me build a business that has now educated over 1,000 CX professionals.

Lesson: Sometimes the worst investment becomes the most powerful pivot.

Learning moment #2: Disney Institute – Service excellence in action

In 2019, I attended the Service Excellence course at the Disney Institute in Orlando.

This was a CX education experience I’ll never forget. The materials were stunning. The group was large, but energizing. And the structure was tight: early mornings, engaged sessions, and – most memorably – a field trip into the park itself to observe their service keys in action.

And yes, I left with Minnie ears. That cap still sits next to my desk as a reminder:

Great customer experiences don’t happen by accident.

They are designed (and delivered) with intention.

Learning moment #3: Zappos – Seeing culture in action

On the same trip, I visited Zappos HQ in Las Vegas. As a fan of Delivering Happiness, I had high expectations. And Zappos exceeded all of them.

I toured their offices, interviewed leaders, and witnessed what it really means to “deliver WOW through service.” One moment stood out: after joking about not being able to find an avocado in Las Vegas, a Zappos team member actually brought me three.

This wasn’t about avocados. It was about customer-centric behavior that matched the company’s promise at every level.

Lesson: Don’t just write down your customer promises. Prove them, in small, human ways.

cx leadership

Learning moment #4: Harvard Business School Online – Fierce focus

During the pandemic, I enrolled in multiple courses at Harvard Business School Online, including Power and Influence for Positive Impact and Business in Society. I earned two diplomas, and let me tell you: these weren’t passive video lessons.

If you didn’t complete your assignments each week, you were out.

What I loved most was the fierceness of the structure and the richness of the content. I still use models from these courses in my work, especially in the CX Leadership Masterminds I run for Dutch professionals.

Lesson: The best learning environments don’t let you drift. They challenge you to show up.

Learning moment #5: Jane Anderson – Business by design

In 2024, I flew to Australia to attend a two-day training with Jane Anderson, an expert in B2B branding and content for female entrepreneurs.

Her approach to content creation, business development, and client nurturing made me rethink how I run my company. I fell in love with her Pink Sheet Method, which I now use to structure my thought leadership content.

Lesson: Learning from someone who speaks your language – both professionally and personally – can accelerate your clarity and your confidence.

Learning moment #6: Communities & events – Learning with peers

Over the years, I’ve consistently learned through CX and speaking communities. I’m an active member of CXPA, the Professional Speaking Association, and other international networks. I’ve attended and spoken at global events, from the CX Leaders Advance in the U.S. to the Global Speaker Summit in Bali.

These events aren’t just about keynotes. They’re about connection, reflection, and staying curious about how others lead and learn.

Lesson: Your growth multiplies when you learn with others not just for yourself.

Learning moment #7: Masterminds – Learning that lasts

For the past five years, I’ve been part of several masterminds, a group of peers who challenge me, keep me accountable, and push me to think bigger.

Right now, with Mia Liljeberg. We meet twice a year in person, dive deep into strategy, and keep each other focused in between. It’s where ideas become action. It’s where personal leadership evolves.

So much so, that I brought the concept into my own CX work. I now lead CX Leadership Masterminds, designed for corporate professionals who want to lead customer experience with more clarity, confidence, and consistency.

Lesson: The right people around you will help you grow faster—and further—than you ever could alone.

What’s in it for you?

These 7 learning moments shaped how I lead, speak, and teach customer experience today. But more importantly, they’ve taught me how to help others lead with more impact.

In episode 50 of my podcast, I unpack each of these stories in more detail with practical insights you can apply in your own CX journey.

So whether you’re walking the dog, on your commute, or secretly listening during a team meeting, tune in here and listen to What Harvard, Zappos, Disney & a terrible course taught me (that you can use to grow as a CX Leader).

Final thought

If you’re a CX leader, your growth matters.
Not just for your own confidence, but for the customers, teams, and organizations you impact every day.

Invest in yourself. Join communities. Reflect often. And never stop learning.

That’s how we make customer experience work.

Until next time, keep spicing up your Customer Experience leadership.

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door

Get out of CX Autopilot: 10 Leadership questions to reignite your strategy

Wow. Just wow.

Last week I hosted three CX Story webinars, and let me tell you – what an experience. CX leaders from around the globe tuned in, ready to sharpen their stories and step up their game. If you were one of them: thank you. Your energy, your openness, your curiosity… it was electric. ✨

And yet – I have to be honest.

As I read through the draft stories that participants shared, something stood out.

They were good. Thoughtful. Structured.
But also? A little safe.

I saw strategies that explained more than they excited. Leaders who danced around urgency instead of owning it. And it hit me again – just how easy it is to slip into CX autopilot.

That’s exactly why I do this work.
To be your friendly CX Kick-in-the-Butt.
To remind you (and myself!) that playing small isn’t the goal.

We’re here to inspire. To challenge. To make real change happen.
And that means leading differently.

So here’s a little gift for you: 10 bold questions that might just shake things up.
They take about 10 minutes to reflect on – but don’t say I didn’t warn you…

⚠️ Side effects may include: sudden breakthroughs, big insights, and reignited CX mojo.

Five CX questions to reignite the magic

  1. If I were a customer of my own company today… would I come back tomorrow?
    → Walk through your own journey with fresh eyes and be brutally honest.
  2. Have I spoken to a real customer this month? Or am I stuck in a meeting bubble?
    → Step away from the dashboards. Real stories matter more than slides.
  3. Which part of our customer journey makes me cringe a little? What am I doing about it?
    → Don’t look away, look closer. That’s where your next win is waiting.
  4. Are we collecting feedback… or are we actually listening?
    → Ask yourself if insights are leading to real action or just sitting in a report.
  5. What’s my CX dream for this year and am I telling that story boldly enough?
    → Inspire others by sharing your vision, even if it’s still a little messy.

Five questions to elevate your inner CX superhero

  1. How am I making CX the business priority, not just a business priority?
    → Influence starts when you can articulate why CX now in every room.
  2. If I had to draw our CX strategy on a napkin, could I? Would it make sense to others?
    → Simplicity is power. If it’s clear to you, it’ll be clear to others.
  3. What’s one decision I’m avoiding that could boost momentum if I just dared to be bold?
    → Don’t wait for perfect. Progress comes from bold, even imperfect moves.
  4. Am I strategic when it comes to my stakeholder engagement or am I shying away from the senior leadership ones?
    → Be honest. Are you building real influence at the right level or staying safely in your comfort zone?
  5. Am I learning and growing as a CX leader or am I stuck in repeat mode?
    → Growth isn’t a luxury. It’s the fuel that keeps your CX engine running. (yes, I would love to explore my CX Leadership Masterminds with you)

Here’s the thing:
CX leadership isn’t about doing more.
It’s about doing things differently. More intentionally. More strategically. And yep – more boldly.

Honestly? Life gets easier when you lead this way.
More impact, less noise.

That’s exactly what we’ll do in my Dutch CX Leadership Masterminds program. We kick off again in May, and I cannot wait. It’s eight months of deep reflection, strategic growth, and sparring with a group of brilliant peers.

A few spots are still open – want to know if it’s for you?
Send me an email. I’d love to help you spice up your CX leadership too.

Get out of autopilot. Aim higher. ACT.

Until next time, keep spicing up your Customer Experience leadership.

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door
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Why your CX Story needs duct tape (yes, really)

In our bright orange retro Volkswagen T3 camper – her name is Beatrix, after our former Dutch queen – there’s always a roll of duct tape in the glove compartment. She’s a classic. She’s fun. And she’s not without quirks.

When the mirror gives up, the fridge door flaps open, or some mysterious knob decides it’s had enough… out comes the duct tape. It sticks. It saves the day. It holds things together when nothing else does.

And honestly? That’s exactly what your Customer Experience story should do.

It should stick like duct tape.

sticky cx story

The frustration of being unheard

If you’ve ever walked out of a meeting wondering why nobody remembered what you said last week – or worse, felt like your carefully crafted CX strategy went in one ear and out the other – you are not alone.

I’ve worked with hundreds of CX leaders. Brilliant, experienced professionals with solid plans, good data, and a vision for customer-centric transformation. And yet… their story just didn’t land.

Why? Because it wasn’t sticky enough.

What makes a story stick?

In episode 49 of my podcast, CX Leadership Talks, I dive into this exact problem. And more importantly, I share a solution you can apply right away: the SUCCES formula from the book Made to Stick by Chip and Dan Heath.

If you want your strategy to be remembered, repeated, and shared, this formula is gold.

Let’s break it down:

  • Simple – Strip your message down to its core. One idea. One line. No 43-slide decks.
  • Unexpected – Surprise your audience. Break their pattern. Make them look up.
  • Concrete – Use real stories, real names, real numbers. Help people see what you mean.
  • Credible – Back up your message with data, examples, and support from leaders.
  • Emotional – Move people. Use stories that touch the heart, not just the head.
  • Stories – Bring your message to life. Because people remember stories, not spreadsheets.

If you want your CX story to drive change, you need more than logic. You need storytelling that sticks. That’s where real transformation begins.

A sticky story starts with structure

In the podcast, I also explain how the SUCCES principles align perfectly with my CX Story Blueprint – the tool I use with leaders to build their own business change narrative.

Your CX story should include:

  • A personal connection (why this matters to you and connects you with your audience)
  • A sense of urgency (why now?)
  • A clear strategy (what’s your CX plan?)
  • A call to action (what should people do?)

When you combine this structure with the SUCCES elements, something shifts. People don’t just hear your message – they remember it, and they act on it.

Want to craft your own sticky CX story?

If this resonates and you’re ready to take action, I’m inviting you to join one of my free CX Story Webinars. In just one hour, you’ll apply the CX Story Blueprint and test your message against the SUCCES formula. You’ll leave with a stronger, clearer story – ready to inspire and drive change.

Here are your options:

  • Monday, March 25 – Dutch lunch edition
  • Tuesday, March 26 – International (English)
  • Wednesday, March 27 – Encore session

Register here

Your strategy deserves to be heard

Let me leave you with this: You don’t need another slide deck. You need a story that people feel, remember, and share.

A story that sticks like duct tape in an orange camper van named Beatrix.

Tune into the podcast. Join the webinar. Let’s make your CX story unforgettable.

Listen to episode 49 here

Sign up for the webinar

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door
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How to get your organization to feel the urgency of CX

If you can’t explain the urgency of customer experience (CX), who can? As CX leaders, we often struggle to make CX a top priority within our organizations. People nod along when we talk about improving customer experiences, but when it comes to budget, resources, or executive buy-in – suddenly, other priorities take center stage.

So how do we get our organizations to feel the urgency of CX?

This was the focus of my latest podcast episode, where I explored why urgency is the missing link in many CX strategies and how to communicate it effectively. If CX is seen as ‘important but not urgent,’ action will always be postponed. And we simply can’t afford that.

Why CX urgency is a challenge

For many organizations, CX feels like a long-term investment rather than an immediate business necessity. But when CX is deprioritized, customer dissatisfaction builds up, loyalty erodes, and competitors gain an edge.

Some common signs that urgency is missing:

  • Leadership says, “Great plan!” but doesn’t allocate a budget.
  • Employees see CX as “extra work” instead of core business.
  • Customers keep complaining about the same issues year after year.

If you recognize these challenges, it’s time to sharpen your urgency message.

The CX time trap: Why organizations delay action

One of the biggest pitfalls in CX leadership is the CX Time Trap – when CX initiatives are always seen as important, but not urgent. When leadership is focused on short-term KPI’s like quarterly revenue, CX improvements can feel like something that can wait until next year… and the year after that.

The solution? Make the urgency of CX undeniable. Here’s how:

Three common mistakes CX leaders make when communicating urgency (and how to fix them)

  1. Mistake 1: Relying on data without storytelling
    Numbers alone don’t drive action. CX leaders often say things like, “Our NPS dropped by 3 points” or “Churn increased by 2%.” But numbers don’t create emotional impact.
    Fix: Pair data with real customer stories.
    Example: Instead of “NPS dropped”, say: “Last month, a customer who had been with us for 10 years left because they felt like we didn’t care about their experience.” That’s powerful.
  2. Mistake 2: Positioning CX as a long-term goal, not an immediate business issue
    If CX is framed as a ‘future ambition,’ it will never be treated as urgent. Leadership might agree that CX is important, but without immediate relevance, it will always be pushed aside.
    Fix: Tie CX to a burning platform issue.
    Example: “Our top competitor just launched a digital self-service platform, and we’re still relying on outdated processes. If we don’t act now, we will lose customers.” This makes CX a today problem, not a tomorrow one.
  3. Mistake 3: Not linking CX urgency to business goals
    Executives don’t just care about customer satisfaction; they care about growth, cost savings, and competitive advantage. If CX urgency isn’t connected to these priorities, it won’t get leadership attention.
    Fix: Frame CX as a business enabler.
    Example: “Our mission is to make financial services accessible to everyone. Yet, our digital onboarding process takes 48 hours while competitors offer a 5-minute signup. If we don’t fix this, we will lose customers and revenue.”

How to create an unstoppable CX urgency statement

If you want your organization to feel the urgency of CX, you need to craft a message that sticks. Here’s a simple three-step formula to help:

  1. Past: Where we come from
    Example: “We’ve built a strong brand, but customer trust is declining.”
  2. Present: The crisis or opportunity NOW
    Example: “We are losing customers because our competitors offer seamless digital experiences, and we don’t.”
  3. Future: What happens if we don’t act?
    Example: “If we don’t adapt, we will lose X% of customers in the next 3 years, impacting our revenue and market position.”

This approach ensures your urgency statement is not just understood – but felt.

Join my CX Story webinar to refine your urgency narrative

Want to craft a CX urgency statement that gets leadership buy-in and drives real action? In my CX Story Webinar on March 25 & 26, I’ll walk you through:

  • How to make CX an urgent priority in your organization.
  • Real-life examples of companies that successfully shifted leadership focus.
  • A structured approach to crafting your own CX urgency message.

Seats are limited – Register here to secure your spot!

No sense of urgency = No action. Let’s change that.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door
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Make your CX message stick with the CLEAR method

Have you ever explained a CX initiative only to be met with blank stares? Or shared a strategy that made perfect sense to you – but didn’t land with your audience? You’re not alone. One of the biggest challenges CX leaders face is making customer experience concepts truly stick within their organizations. That’s why I created the CLEAR Method – a simple framework to help you communicate CX in a way that is concrete, actionable, and memorable.

And the best part? I’ll be teaching you how to apply it in my CX Story webinars on March 25 & 26! These free sessions are designed to help you craft a powerful CX change narrative that gets your organization to listen, engage, and take action. Register now to secure your spot.

Why people don’t get CX – and how to fix It

Let’s face it: customer experience can be abstract. It’s not like baking bread, where people can see the ingredients, the process, and the result. Instead, CX often deals with perceptions, processes, and behaviors – concepts that can feel vague or theoretical to those outside the field.

That’s why I developed the CLEAR Method. This simple, five-step approach ensures that your CX message is clear, compelling, and easy to act on:

  • C – Concrete: Avoid vague statements. Use real examples that people can visualize. Instead of saying ‘We need to improve customer satisfaction’ say ‘Right now, 34% of customers abandon their carts because they get confused at checkout – that’s like a third of supermarket shoppers leaving without paying!’
  • L – Literal: Ditch the jargon. Speak in everyday language that a 7-year-old, a 17-year-old, a 37-year old and a 77-year-old could understand. Swap ‘omnichannel strategy’ for ‘customers start online but have to repeat their story in-store – let’s connect the data so that doesn’t happen.’
  • E – Example-driven: Show, don’t tell. Use relatable analogies to explain CX concepts. For instance, if 20% of your customers churn each month, explain it like this: ‘If we had a wedding with 100 guests, 20 would leave before the cake was served!’
  • A – Actionable: Give people something specific to do. Instead of saying ‘We need better digital self-service options’ say ‘45% of our support calls are about password resets – if we fix that, we free up agents for complex issues and improve satisfaction.’
  • R – Repeatable: If people can’t repeat it, they won’t remember it. A simple, catchy message sticks. Your CX story should be easy for leaders, employees, and stakeholders to repeat in their own words.

Learn to apply the CLEAR Method in my webinar series

The CLEAR Method is just one part of a powerful CX Story – your change narrative that includes a personal element, sense of urgency, CX strategy, and call to action. Most CX leaders struggle to make their message land because they don’t tell their story in a way that inspires action.

That’s exactly what we’ll work on in the CX Story webinars on March 25 & 26. In just one hour, you’ll walk away with:

  • A first draft of your own CX story using my CX Story Blueprint
  • Techniques to make your message more compelling and memorable
  • Practical tips on how to get leadership buy-in for your CX initiatives
  • A chance to refine your story with live coaching and peer feedback

Seats are limited, so don’t miss out! Register now for the March 25 & 26 sessions.

Prefer to listen first? Tune into the podcast.

If you want a deep dive into the CLEAR Method, listen to my latest CX Leadership Talks podcast episode where I break it all down, complete with real-life examples. You can find it here.

Don’t let a confused mind say No!

If people in your organization don’t understand CX, they won’t act on it. It’s time to move beyond vague statements and jargon-heavy explanations. Make your message stick with the CLEAR Method – and let’s build your CX story together in the March 25 & 26 webinars. Click here to register now.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door
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Levi9: Gamechangers in tech, driven by Customer Focus, interview with Pauline Bruyel (+ podcast)

In today’s rapidly evolving business landscape, the synergy between IT and customer experience (CX) has never been more paramount. Recently, I had the pleasure of delving into the unique operational perspective of Levi9 with the help of their insightful CX Manager, Pauline Bruyel.

Through our engaging conversation, Pauline detailed how Levi9 seamlessly integrates CX into their IT framework, achieving results that are a testament to their innovative approach. Here’s a deep dive into how they do it, focusing on three pivotal levels: Organization, Team/Program, and You as Leader.

  1. Organizational excellence in Customer Experience

Levi9 is a beacon of organizational excellence with its foundational customer-focused ethos. Their commitment to happy employees and happy customers isn’t just rhetoric – it’s a strategic pillar. Below are three standout initiatives Levi9 employs at the organizational level:

Strategic alignment: At Levi9, customer centricity is deeply embedded as one of their core strategic pillars. The informed leadership is pivotal in ensuring this vision permeates every layer of the organization, thus aligning strategic goals with customer needs.

Executive sponsorship: In their customer governance model, every customer, regardless of size, has an executive sponsor from Levi9’s board. This powerful yet simple strategy ensures that substantial customer insights reach the right ears and that executive leadership remains deeply engaged with customer concerns and aspirations.

Selective customer engagement: Levi9 doesn’t just take on any customer. They meticulously vet potential partners to ensure cultural and operational compatibility, thus minimizing future friction and enhancing long-term partnership success. This dedication to mutual fit reflects their long-term strategic vision.

  1. Team/Program initiatives that elevate customer interaction

Levi9’s customer focus isn’t just a high-level strategy; it cascades down to team dynamics and daily operations. Here are three key initiatives that stand out:

Customer team structure: Levi9’s approach includes dedicated customer teams that actively engage in product discovery, ensuring solutions truly meet customer needs. This process sets a unified collaborative tone that drives project success from inception.

Annual customer focus week: Levi9 organizes a customer focus event annually, a week dedicated to amplifying customer stories and sharing internal successes. Through creativity and innovation, it becomes a springboard for launching new ideas and rejuvenating the team’s commitment to customer satisfaction.

Surprise your customer challenge: Last year, Levi9 introduced the “Surprise your customer challenge,” encouraging teams to submit creative ideas to delight their customers. This initiative harnesses employee creativity to forge stronger customer relationships through memorable experiences.

  1. Personal leadership practices in CX

Pauline, as a CX Manager, embodies leadership at the intersection of IT and customer centricity. Her personal habits and leadership strategies inspire her teams to deliver exceptional experiences. Here are three practices that stand out:

Personalized customer interactions: Pauline’s initiatives often feature personalized touches, such as curated travel packs for customers, underscoring the importance of meaningful and memorable customer engagements. This attention to detail fosters genuine connections.

Focus on cross-functional collaboration: By encouraging synergy across departments – be it marketing, delivery, or talent – Pauline ensures that every team is aligned with the company’s customer-focused mission. This collaborative ethos ensures a smooth execution of customer-centric strategies.

Championing a culture of continuous improvement: Pauline’s leadership centers not only on maintaining existing standards but also on relentlessly pursuing improvement through feedback and structural innovations like the Customer Insights Dashboard. Her adaptive leadership style empowers her team to perpetually evolve and enhance their impact.

Levi9’s example underscores a critical revelation in our ongoing journey of CX excellence: IT isn’t just about technical solutions but about understanding and enhancing the human experience. Through initiatives that resonate across organizational, team, and personal levels, Levi9 showcases the profound impact a customer-centric IT company can have on its customers and industry at large. Let this inspire your journey in creating a positive, sustainable customer experience.

Listen to the podcast episode here 

Let’s connect 

Are you looking for fresh insights on CX leadership or searching for a keynote speaker to inspire your team? Reach out to me on LinkedIn or explore more resources on my website.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

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The CX leadership sweet spot: Where passion, skills & impact align

Last Thursday, I experienced one of those electrifying moments when everything just clicks. The kind where you think: Yes, this is where I thrive!

I was on a massive stage at the kickoff event for Telenet Business’s new strategy, held in the grand Studio 100 Pop-Up Theatre in Puurs. With 800 eager employees in the audience, the energy in the room was palpable. My keynote was uniquely crafted for their situation – different from my usual delivery. Exciting? Absolutely. Terrifying? A little. Could I engage them all in just 30 minutes? That was the challenge.

But you know what? That stretch – that mix of adrenaline, preparation, and deep engagement – is exactly what puts me in my sweet spot. Standing there, feeling the connection, receiving great feedback, and seeing my client’s satisfaction – it all reaffirmed that this is where I do my best work. Speaking, educating, and inspiring.

This is what it looks like when you’re in your sweet spot

What’s your sweet spot?

But let’s talk about you. How do you know when you’re in your sweet spot?

Finding your sweet spot is about recognizing those moments when you’re delivering your best work with maximum impact. Todd Henry describes it beautifully: it’s like hitting a tennis ball with the sweet spot of your racket – effortless and powerful.

Your sweet spot isn’t just a job or a specific task; it’s a state of being. It’s when your unique skills, passion, and the world’s needs align perfectly. It’s when people seek you out because they know you bring something special to the table.

If you’re unsure where to start, ask yourself:

  • What problems do I obsess over more than others, and why?
  • What do people always come to me for?
  • What outcome am I so committed to that I’m willing to push past discomfort to achieve it?

The sweet spot myth

Many believe that once you find your sweet spot, work will always feel effortless. Spoiler alert: not true. Sometimes, operating in your sweet spot means pushing yourself, stepping outside your comfort zone, and embracing the challenge. But the reward – the impact you create – makes it all worthwhile.

For me, tailoring a keynote to fit a unique situation requires time, energy, and focus. It’s not always easy. But the moment I step on stage, connect with the audience, and see their eyes light up – it’s all worth it. And, by the way, I landed that talk perfectly in 30 minutes – down to the last second! (Yes, I’m a pro ????)

Are you playing it safe?

It’s easy to move from project to project without truly reflecting on what lights you up and where you make the biggest impact. But the CX leaders I admire most are those who take time to pause, reflect, and align their work with their strengths. It requires courage. It involves strategic risks.

Ask yourself: Am I just going with the flow, or am I shaping my work to align with my true strengths?

Your sweet spot is needed

Your organization – and the world – needs your unique contribution. When you operate from your sweet spot, you don’t just feel more fulfilled; you also create massive value for your customers, your team, and your business.

So take the time to reflect, identify patterns, and lean into what makes you great. Your sweet spot is waiting. And trust me, once you find it, there’s no turning back.

Are you ready to stretch yourself and gain deeper insight into your own CX leadership sweet spot? Let’s talk! My next Dutch-spoken CX Leadership Mastermind is the perfect place to reflect, grow, and amplify your impact. Please email me at [email protected] to book a call and see if this is the right learning path for you.

Until next time, keep spicing up your Customer Experience leadership.

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

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How to sell your CX results like a pro

Let’s talk about something tricky this week. Something many CX professionals struggle with: how do we sell our results?

How do we market ourselves as CX professionals and our CX team within the organization?

Spoiler alert: Most of us do this… ehm… very poorly.
Sorry. But pay attention, please!

The common pitfall: Focusing on efforts, not results

Let me share a real-life example.

Last month, I hosted my In-Company Masterclass at a large Dutch organization. I asked one of the CX team members what their team had achieved. She was so proud and enthusiastically listed their efforts:

  • A fabulous system to gather the Voice of the Customer.
  • Mapping four customer journeys.
  • Hosting two large employee gatherings featuring customers.
  • Including the NPS explanation in new employee onboarding.

Sounds like a lot of great work, right? But as a CEO, my reaction would be:

“Congratulations on your hard work.” ☹

But that’s NOT what we are here for. We don’t get paid just to work hard. We are here to deliver results – for both our customers and the organization.

cx results quote

How to frame your CX efforts as impactful results

So, how could she have framed her team’s work differently?

I suggested using the STAR methodology – a technique often used in job interviews but also perfect for communicating your CX impact.

Let’s take the customer journey mapping example. Instead of saying, “We mapped four customer journeys,” she could have framed it like this:

  1. Situation
    We lacked a clear picture of our customer journeys, and we noticed a high number of repeat calls.
  2. Task
    Our goal was to understand why customers kept calling and use journey mapping to gain deeper insights into their needs.
  3. Actions
    In six months, we:
    – Mapped four key customer journeys
    – Identified 230 improvement points
    – Prioritized 25 key improvements
    – Organized two growth-hacking days with 50 colleagues to tackle customer communication, process mistakes, and contact center instructions
  4. Results
    – 15% fewer calls in those journeys
    – Improved CSAT (Customer Satisfaction Score)
    – Stronger collaboration between corporate and the contact center

Now, which statement do you think a CEO would care about more?

Be a STAR in communicating CX

Does this resonate with you?

Even if you don’t have hard numbers at hand, make sure you know how to frame your impact. Practice and prepare at least three STAR examples that showcase your CX results.

Don’t focus only on actions. It’s all about OUTPUT and RESULTS.

Until next time, keep spicing up your Customer Experience leadership.

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door

Have you spotted the Dunning-Kruger effect in your organization?

Have you ever sat in a meeting and thought, “They really believe they’re doing great when it comes to customer centricity, but I experience it completely differently…”? If so, you’re not alone.

This thought crossed my mind during a recent conversation with a client exploring whether I was the right speaker for their leadership event. It inspired me to write about something many of us have encountered but may not have a name for: the Dunning-Kruger effect and its impact on customer experience leadership.

What is the Dunning-Kruger effect?

The Dunning-Kruger effect is a cognitive bias that occurs when people with limited knowledge or ability in a specific area overestimate their competence. Meanwhile, those with greater expertise often underestimate their skills, assuming others know just as much as they do.

In leadership, this effect can result in overconfidence and poor decision-making. Leaders affected by this bias may genuinely believe they’re excelling – unaware of the gaps in their knowledge or the unintended consequences of their actions.

Here’s where it gets real: 68% of managers in a study of 42,000 leaders were found to overestimate their abilities, unknowingly falling into the Dunning-Kruger trap.

The impact doesn’t stop there. Research shows that:

  • Performance impact: Leaders affected by the Dunning-Kruger effect can reduce team performance by up to 50% compared to teams led by self-aware leaders.
  • Decision-making: In a study of 3,000 executives, those in the bottom 10% of leadership effectiveness were 6.2 times more likely to overrate their decision-making skills than those in the top 10%.

Why it matters for Customer Experience

Now, think about the ripple effect this has on your organization’s customer experience. Leaders might assume they’ve mastered customer-centricity while skipping customer feedback sessions or ignoring data. They might declare, “We’re already customer-focused!” even as their teams prioritize internal agendas over customer needs.

This isn’t about bad intentions – it’s about awareness. And as CX leaders, it’s our job to bring this awareness to light.

How to shine a light on the Dunning-Kruger effect

Here are three ways to help leaders and teams recognize blind spots and ignite transformation:

  1. Mirror reality
    Use customer journey maps, real feedback, or data to reveal the true customer experience. There’s nothing more eye-opening than hearing directly from customers. It sparks meaningful conversations and creates those “aha” moments where awareness begins.
  2. Highlight the best-in-class
    Show what top-performing, customer-centric organizations are doing. Comparing your organization’s approach to industry leaders encourages reflection and reveals areas for growth. Ask the critical question: “How do we measure up?”
  3. Encourage self-reflection
    Help employees and leaders compare their beliefs about customer-centricity to actual customer feedback in a safe and constructive environment. For example, let them listen in at the contact center, or better yet, bring in an external speaker to guide the conversation. This is where I come in. As a speaker, I create a mix of CX knowledge, self-reflection, and serious fun to help leaders recognize gaps and commit to change.

The leadership challenge

Transforming mindsets isn’t easy. It requires persistence, empathy, and creativity. But when those lightbulbs go on, it’s magic. Leaders start making decisions rooted in data and customer feedback. Teams align their efforts to truly deliver on customer expectations.

And here’s the truth: Sometimes, it takes an outside voice to spark those moments of clarity.

Let’s explore if I’m the right speaker for your organization

If you’re looking for a keynote, CX game, or executive workshop to challenge your leaders, ignite new ways of thinking, and inspire meaningful action, let’s talk!

Whether it’s the CX game, a keynote, or an executive CX workshop, we’ll dive into the core of customer experience and help leaders see things in a whole new light.

Reply to this blog and we’ll discuss your audience, goals, and opportunities to create transformation in your organization.

Because transformation begins with awareness – and awareness begins with that aha moment. Let’s create it together.

Until next time, keep spicing up your Customer Experience leadership.

P.S. With 68% of leaders potentially overestimating their abilities, who in your organization needs to see the bigger picture today? Let’s make it happen!

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door