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CX technology is not the problem. Leadership is.

If there’s one topic that consistently makes CX leaders sigh, hesitate or quietly roll their eyes, it’s technology. 

Another tool.
Another dashboard.
Another promise that this time it will all work. 

And yet, technology keeps showing up in board conversations, budget discussions and strategy decks. Especially now, with AI, predictive analytics and data suddenly back at the top of the agenda. 

That’s exactly why I invited James O’Connor to the CX Leadership Talks podcast. 

James has been shaping the CX profession from its early days. He was one of the first CX advisors at Forrester, later worked at Bain & Company, and has spent more than two decades helping organisations connect customer insight to real business decisions. 

We didn’t talk about tools.
We talked about why CX leaders struggle with technology in the first place. 

And that made this conversation both refreshing and slightly uncomfortable in the best possible way. 

Why this episode matters 

In our conversation, one thing became very clear:
Most CX technology does not fail because it’s bad.
It fails because it’s applied in isolation, without leadership, context or a clear business story. 

James has seen brilliant technology fail and “good enough” technology succeed. The difference is never the tool. It’s how leaders think, decide and connect the dots across the organisation. 

Here are three powerful lessons from the episode that every CX leader should hear. 

Lesson 1: Stop buying Ferraris for dirt roads 

One of the most striking metaphors James used is one many CX leaders will instantly recognise. 

Organisations buy incredibly sophisticated CX tools and then try to drive them over bumpy organisational roads. Limited skills, unclear ownership, weak operating models and little connection to business priorities. 

The result:
High expectations
Low adoption
And a quiet sense of disappointment 

The lesson:
Before investing in more technology, invest in clarity. What decision should this enable? What business question should it answer? And who will actually use it? 

Sometimes a solid Volkswagen gets you further than a Ferrari. 

Lesson 2: Your operating model matters more than your tools 

Technology does not live in a vacuum. It either lands in fertile soil or it lands in the desert. 

James explains why CX leaders should spend less time obsessing over tools and more time strengthening their operating model. How teams work together. How decisions are made. How insights flow into existing dashboards and systems the business already uses. 

If your operating model is strong, even imperfect technology can thrive.
If it’s weak, the best tools in the market won’t save you. 

This is where CX leadership moves from managing initiatives to shaping how the organisation actually operates. 

Lesson 3: Authority comes from business impact, not CX language 

One of my favourite moments in the conversation was when James talked about language. 

Boards don’t need more CX dashboards.
Executives don’t want another CX tool. 

They want answers.
Where are we losing customers?
Where are returns diminishing?
What should we stop, start or change? 

CX leaders who create authority are the ones who translate customer insight into business impact. Who connect CX data to commercial, operational and financial reality. And who know when to stop talking CX and start talking business. 

That is where technology becomes an accelerator instead of a distraction. 

A conversation every CX leader should hear

This episode is honest, practical and grounded in real experience. No hype. No vendor talk. Just leadership, clarity and a sharp look at how CX technology can actually work for you. 

Listen to the full episode of CX Leadership Talks with James O’Connor here and discover how to turn technology from a headache into a leadership advantage. 

If you’re a CX leader who wants more impact with what you already have, this one is for you.

Want more CX leadership insights? Connect with me on LinkedIn, and sign up for my weekly CX Greetz.

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

Strategizing CX: The CX leadership theme for 2026

A new year brings fresh energy.
A clean page. New intentions. New choices.

And every year, I ask myself one simple but important question:

What do CX leaders really need next?

For 2026, my answer is clear.

Strategizing CX.

Not because CX has not been strategic before. But because the role of CX leaders has fundamentally changed. CX has grown up. Expectations have grown with it. And that means our leadership needs to mature too.

Over the past year, I have worked with CX leaders across sectors, countries and levels of maturity. And I keep seeing the same pattern. CX professionals are capable, passionate and driven. Yet many feel stretched. Busy. Pulled into execution, while longing for more strategic influence.

Just before Christmas, we wrapped up a CX Accelerator with senior CX leaders. When we reflected on their biggest learnings, almost all of them pointed in the same direction. Leadership. Being more outspoken. Taking a seat at the strategic table. Being intentional in stakeholder engagement. Having a clear CX strategy and actually being able to steer towards execution.

That is why 2026, for me, is the year to Strategize CX.

To make this tangible, I developed a simple model that looks at CX leadership through three connected levels. You can see this model below. The power of it lies in the fact that all three levels are needed. And they need to reinforce each other.

Strategizing CX - Model 2026

Let me take you through the three levels.

  1. The strategic level. Direction and position.

This is the top layer of the model.

  • It is about direction, choices and future state.
  • Do you have a clear CX strategy that aligns with organizational priorities?
  • Have you defined what success really means?
  • Are you intentional in how you engage stakeholders at senior level?

This level is about positioning CX as a strategic choice, not a side initiative. And yes, it is about earning your seat at the strategic table and knowing how to use it once you are there. Without this level, CX risks becoming activity instead of leadership.

  1. The tactical level. Focus and scale.

This is the middle layer of the model. And this is where many CX ambitions get stuck.

Here the question is not which methodologies you use, but how you scale them. Design thinking. Customer journey mapping. Voice of the Customer. Closing the loop.

  • Do you have clear ways of working?
  • Are they recognizable across teams?
  • Do people know what good CX work looks like in your organization?
  • Do you invest in education, ambassador programs and communication that support your strategy?

This level turns ambition into structure. Tactical CX makes impact repeatable and scalable.

  1. The operational level. Behaviour and visibility.

This is the foundation of the model. And it is all about you as a CX leader.

  • Do you make non negotiable time to zoom out and think strategically?
  • Does your daily behaviour reflect the authority you want to have?
  • Are you visible in how you speak, write, listen and learn?
  • And when was the last time you personally spoke with a customer?

Operational CX leadership lives in the small things. In meetings. In decisions. In conversations. Every single week.

Strategizing CX is not about doing more.
It is about doing the right things. On purpose. At all three levels.

In 2026, my work will be fully focused on helping CX leaders strengthen their impact through this lens. Through education, strategic sessions, leadership programs and CX stories that help you lead change. And sometimes through play, because strategy should also be tangible and engaging.

So here is my invitation to you.

Before you plan your next CX initiative, pause.
Look at the model.
And ask yourself one honest question.

At which level do I need to start?

That answer will shape your CX leadership year more than any to do list ever will.

Listen to the newest podcast, where I dive deeper into the challenges and opportunities of Strategizing CX.

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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Plan your brilliant 2026 as a CX leader 

Let’s be honest: January can feel like a sprint before you’ve even tied your shoes.
But what if you took one hour to slow down and look ahead, with intention? 

Not with a list of fluffy goals.
But with sharp choices that help you lead strategically. 

In the newest episode of CX Leadership Talks, I guide you through a working session to design your 2026 CX leadership year.
This year’s theme? Strategizing CX.

Because you and I both know: CX doesn’t just need energy.
It needs direction. 

What we cover
I walk you through the five must-win battles every CX leader should define: 

    1. Impact and results – where will you truly move the needle when it comes to results?
    2. Strategy, vision and purpose – from an organizational CX view, what’s your plan, and how will you execute it?
    3. Engagement and cultural change – who needs to be part of the movement, how do you get behavioral CX going?
    4. Personal growth and development – what will you learn, claim, or stretch into as a CX leader?
    5. Work-life balance and well-being – how do you make space for strategic thinking and joy?

At the end, you’ll choose your strategic focus for the year and write yourself a letter from December 2026, already proud of what you’ve done. 

Your move
This episode isn’t background noise.
It’s a planning session. So grab a pen, a journal, or your favourite thinking spot, and press play. 

Listen this episode here or search CX Leadership Talks wherever you get your podcasts. 

Let’s make 2026 not just another busy year, but a brilliant, strategic one. I am here to help. Are you in? 

Want more CX leadership insights? Connect with me on LinkedIn, and sign up for my weekly CX Greetz.

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
,

Reflect on your 2025 as a CX leader

Let’s be honest: December can feel like a race to the finish, filled with deadlines, dashboards, and one too many “quick syncs.”
But what if you took one hour to look back, with focus and clarity?

Not with a year-end checklist.
But with deep questions that spark real insight.

In the latest episode of CX Leadership Talks, I take you on a reflective journey through your 2025 as a CX leader.

This year’s theme? Looking back to lead forward.

Because you and I both know:
You can’t lead the future of CX if you haven’t made sense of the year behind you.

What we cover
I guide you through five key areas every CX leader should reflect on:

  1. Impact and results – What truly moved the needle? What results did you deliver for customers, colleagues, and the business?
  2. Strategy, vision and purpose – Was your CX work aligned with the bigger picture? Did you lead with purpose?
  3. Engagement and cultural change – Who did you inspire? Where did you shift mindsets and behavior?
  4. Personal growth and leadership – Where did you stretch, learn, or lead differently? What are you most proud of?
  5. Work-life balance and well-being – How did you take care of your energy, your joy, and your thinking space?

And of course:
At the end of the episode, I’ll invite you to choose a movie title for your 2025, a creative and powerful way to summarize your leadership story this year.

Your move
This isn’t just another podcast to play while answering email.
It’s a guided session. So grab your journal, pour a tea (or wine, no judgement ;-)), and reflect with me.

Listen this episode here or search CX Leadership Talks wherever you get your podcasts.

And if you’d rather journal quietly?
Download the full question list here or try the AI prompt to generate your movie title for the year.

Let’s close 2025 with clarity. Because when you know where you come from, you most certainly can plan where you are going.
You’ve earned this moment.
Let’s make it count.

Want more CX leadership insights? Connect with me on LinkedIn, and sign up for my weekly CX Greetz.

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

5 Customer Experience lessons for rainy days

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 day. Nicely communicated, yes. But my job to be done was simply to have the cards with me the next day. They broke their promise.

I asked my 20% back, but got a disappointing answer. Knowing I can be I picky customer as a CX profession, I decided to ask my LinkedIn community what they thought. Thirty two of you joined the conversation, and the insights were brilliant.

The comment that received the most likes came from Arne van Weenen, and I couldn’t have said it better myself. Here is his answer, translated to English:

“There’s a big difference between how we wish companies would act and how they actually act. Most are trapped in their own processes, and yes, they may be ‘in their right,’ but that’s not how you win customers.

Step one, do everything you can to make sure the customer gets their order on time,  even if that means producing it elsewhere.

Step two, inform and discuss what is still acceptable for the customer.

Step three, compensate. Otherwise, it’s a case of ‘operation successful, patient deceased.”

Clear. Sharp. And painfully true. Thank you Arne for sharing your CX Wisdom.

Reading through all comments, I realized this situation is not just about a broken printer. It’s about broken logic, when internal thinking takes over from customer thinking. So it made me curious, what can you do when there are rainy days, instead of sunny days?

Based on all answers, and my own CX knowledge, I created this for you:

Five CX lessons from this rainy day dilemma:

  1. Process thinking versus customer thinking
    Print&Bind focused on how they handled the order internally (“your order is still treated as urgent”) instead of what the customer experienced. Customers never buy a process. They buy a promised result.
  2. Promises define perception
    A “next-day delivery” is not a nice extra. It’s a basic expectation. When it fails, satisfaction drops instantly. The way you handle these moments defines loyalty far more than your terms and conditions ever will.
  3. Service recovery as opportunity
    They missed a golden recovery moment. Crediting the 20% rush fee, or adding a small gesture like a handwritten note, would have cost little but earned lasting goodwill. As Khachig Assadour said, “A problem only becomes a real problem when it’s not solved.”
  4. Responsibility lies with the company, not the customer
    Invoking “force majeure” might be legally correct, but it’s not customer-centric. The breakdown was their risk, not mine. Taking ownership would have turned a disappointment into a positive experience.
  5. Prepare for rainy days
    This is the big one. Every organisation should anticipate foreseeable issues, like system failures or supply problems, and plan their response from a customer’s perspective. When things go wrong (and they will), readiness makes all the difference.

So, my dear Business Friend, go and hunt for your own rainy day scenarios, those moments that tend to go wrong. Because when trouble comes, how will you respond? Make sure you are ready, with your rainy day customer journeys in place.

When you prepare for the rain, one single employee can’t wash away your reputation. As happened in this scenario. The good news? Is that the CX lead of Print&Bind has reached out and truly wants to learn.

Because…. It’s not the sunshine that builds loyalty. It’s how you show up when it rains.

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
,

Lead your leaders – The mindset shift every CX leader needs

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 what wasn’t working. Until one moment changed everything. 

It was 2013, Valentine’s Day season, when I was leading CX at KPN. I had written a blog about a wonderful customer interaction and someone asked, “Why isn’t your CEO responding to this?” I shrugged it off, saying, “He should know about it!” 

But my boyfriend at the time looked at me and asked,
“So, Nienke, did you actually tell him about it?” 

That question hit me like a brick.
Because no, I hadn’t. 

I expected leadership to “get it,” without ever helping them get there. 

That moment made me realise something fundamental:
As CX leaders, we can either judge or join.
We can either stand on the sidelines… or help leaders lead. 

It’s so easy to point out what’s wrong.
Much harder, and much more powerful, to step in and make things right. 

From that day on, I started asking myself:
* How can I make it easier for leaders to connect with customers?
* How can I help them make confident decisions on CX topics?
* How can I show up as a human partner, not just “the CX person”? 

It all starts with a mindset shift.
From frustration to facilitation.
From blaming to bridging. 

Because when we build bridges with our leaders, everything changes.
CX becomes easier. Decisions move faster. And you’re no longer the lonely voice of the customer,  you’re part of the leadership that drives real change. 

If this resonates with you, I invite you to listen to my newest podcast episode of CX Leadership Talks, called Lead your leaders. 

In it, I share the full Valentine’s Day story (including a bold email to the CEO that almost gave me a heart attack) and three practical ways to turn this mindset shift into action. 

Listen to the episode here.

And while you listen, reflect on this:
Who’s one leader in your organization you could help this week?
Maybe by simplifying a decision, planning a customer visit, or just sending a thoughtful note. 

Because the moment you start leading your leaders, that’s when CX leadership truly begins.

Want more CX leadership insights? Connect with me on LinkedIn, and sign up for my weekly CX Greetz.

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
,

What if CX leadership was more about heart than KPIs?

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 cheerful American coach who suddenly finds himself leading an English football team. He knows nothing about soccer, not even the offside rule, but he knows everything about people. And that, my friends, is exactly where true leadership starts.

As I rewatched the series from my sunny spot in the south of France, I couldn’t help but think how much we as CX leaders could learn from Ted. Because let’s be honest, too often we hide behind dashboards, playbooks and metrics. They matter, of course, but CX leadership isn’t just about managing systems. It’s about leading people with heart.

Here are my five favourite leadership lessons from Ted Lasso that every CX leader can use to spice up their leadership.

  1. Be a goldfish

Ted tells one of his players, “You know what the happiest animal on earth is? A goldfish. You know why? It’s got a ten second memory.”
As CX leaders, we all make mistakes. A presentation that flops. A stakeholder who says CX is too fluffy. A budget request that gets rejected. The key is to learn fast, forgive fast and move on. Being a goldfish doesn’t mean ignoring failure. It means releasing it quickly so you can keep leading forward.

  1. Believe in your team

Ted believes in his players even when they’re losing. Belief is not blind optimism, it’s seeing potential before it’s proven. In CX, we need that same belief in our teams, in our colleagues and in the leaders who are still learning to care about customers. Belief builds courage. Evaluation builds fear. And customer centric cultures thrive on courage.

  1. Be curious, not judgmental

This is one of Ted’s favourite quotes, and one of mine too.
As CX leaders, we often judge. We judge leaders who don’t get it. We judge customers who complain. We judge colleagues who resist change. But judgment closes doors. Curiosity opens them. Next time you face resistance, pause and ask, “What’s really going on here?” Curiosity shifts energy from defensiveness to discovery and that’s where transformation begins.

  1. Find your biscuits

Every morning, Ted brings his boss a pink box of biscuits. Small, consistent gestures that show care and build trust.
In CX, our biscuits are those thoughtful little rituals that build connection. Maybe it’s how you start your team meetings with appreciation, how you celebrate progress or how you share a great customer story. Small gestures build big trust.

  1. Laugh at yourself

Ted never pretends to have it all figured out. He laughs at himself. He admits when he doesn’t know something. And people love him for it.
As CX leaders, we often feel the pressure to know everything, the data, the strategy, the roadmap. But authenticity beats perfection every time. Laugh at yourself, share your lessons and others will follow your lead with more openness and joy.

So what if CX leadership really was more about heart than KPIs

Ted didn’t win by knowing football. He won by knowing people. And that’s what CX leadership is all about, creating an environment where people want to play the game of customer centricity.

Because the truth is simple. We can only win when everyone’s in.

So here’s my invitation to you. Bring a little Ted Lasso energy into your week. Believe more, judge less and keep leading with heart.

Want to dive deeper?

Listen to this episode of CX Leadership Talks: What if CX leadership was more about heart than KPIs? Five lessons from Ted Lasso on your favourite podcast platform.

Listen to the episode here

Want more CX leadership insights? Connect with me on LinkedIn, and sign up for my weekly CX Greetz.

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

8 Reasons you need a CX Strategy (served black, please)

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. But if you can’t explain what you do in two minutes, how will your board, your colleagues, or your employees ever explain it for you? That’s why I swear by the one pager strategy.

Here are eight reasons why you need one, based on research, proven practice, and my own leadership insights.

  1. Clarity and alignment

MIT Sloan research shows that fewer than half of leaders can explain how their team’s goals connect to the overall company strategy. That’s alarming. A one pager makes it crystal clear. It shows the connection between CX initiatives and organizational priorities. It’s the simplest way to get your board, your peers, and your own team aligned.

  1. Focus

A one pager forces you to choose. No laundry list of 25 projects, no endless to do’s. Just the few things that matter most. Gartner emphasizes that real strategy is about prioritization, and a one pager demands that discipline. It becomes a visible reminder of your must win battles and helps you keep your focus when the shiny distractions come.

  1. Execution

Many strategies fail because they never translate into action. Harvard research points out that only about 10 percent of strategic plans are effectively executed. A one pager bridges this gap. Because everyone can see it, everyone can use it to guide their daily work. It takes strategy from theory to practice.

  1. Agility

Strategy is not a one time exercise. Circumstances change, competitors move, customer expectations evolve. If your strategy is buried in a massive deck, updating it feels like rewriting a book. A one pager makes it easy to revisit and adjust, supporting an iterative approach to strategy that keeps you relevant.

  1. Decision making

Every CX leader knows the challenge: dozens of requests land on your desk every week. Without a clear filter, it’s tempting to say yes to everything. A one pager gives you that filter. It becomes the standard against which every project is tested. Does it support the strategy? Then yes. If not, then no. This discipline prevents overload and ensures resources are spent where they matter.

  1. Engagement

Employees engage with what they understand. A long and complicated strategy makes people switch off. But a one pager, written in simple words and supported by clear visuals, invites participation. It allows teams to tell the story themselves, share it with others, and feel ownership. That engagement leads to energy, and energy fuels results.

  1. Sharp thinking

Condensing your CX strategy into one page is not just a communication trick. It is a leadership exercise. It forces you to cut the fluff, challenge your own assumptions, and make clear choices. McKinsey points out that the discipline of simplification improves strategic quality. In other words, the process of creating a one pager strengthens your thinking as a leader.

  1. Tracking progress

Finally, a one pager provides a clear framework for measuring progress. You can map milestones directly onto your pillars, show how far you’ve come, and highlight results. This visibility creates accountability and makes it easier to celebrate successes along the way. And celebrating progress is key to keeping your team motivated for the long haul.

Your CX Strategy: Black or bloated?

So here’s the choice. You can go for the bloated 40 slide latte filled with buzzword syrup. Or you can choose the strong black coffee of a CX strategy, boiled down to one page. My advice? Keep it stupid simple.

If you are wondering how to get there, here’s your first step. Join my free webinar on Strategy on a Page. In one hour, I’ll help you create your own one pager CX story.

Register here

Because in CX leadership, just like in coffee, simple is powerful.

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 five life trends 2025 – A conversation with Bart Verouden, CCXP

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 Accenture, to join me on the CX Leadership Talks podcast. Bart is a Lean Black Belt, a lifelong learner, and part of the team at Accenture Song that publishes the annual Life Trends Report.

I will be honest. I have seen plenty of trend reports in my career. Some are fluffy, others too abstract. But when Bart first presented the Life Trends Report at a CXPA session, I was blown away. His ability to make complexity simple, while connecting the dots between research, human behavior and practical action, makes these trends not just interesting but essential. 

The five life trends for 2025

  1. The cost of hesitation
    Fake news, deepfakes and scams are everywhere. More than half of people worldwide have seen false or misleading content online. This erosion of trust leads to hesitation. Customers pause before clicking, buying or sharing. For CX leaders the challenge is clear. Build confidence, remove doubts and make every interaction trustworthy.My reflection: Recently I received an email from my bank about a refund. My very first thought was “this must be a scam.” Only after checking in the banking app did I believe it was real. That immediate hesitation shows how fragile trust has become. 
  1. The parent trap
    Parents today are raising children in a digital world without a playbook. Technology brings connection and learning, but also risks. People expect companies to take responsibility by setting safer defaults, creating transparent products and guiding healthier digital habits. CX leaders can play a role here by shaping ethical and family friendly experiences.My reflection: I see it with my 12 year old stepson. He plays Roblox and other online games that I hardly understand. As parents we cannot guide everything, so companies must think carefully about their role in shaping safe and healthy digital habits. 
  1. The impatience economy
    We live in an age of instant answers. Influencers thrive because they are quick and relatable, while traditional institutions often move too slowly. Customers expect the same speed from brands but without losing depth and quality. This trend challenges us to rethink communication. Short, sharp, trustworthy and delivered in the right format.My reflection: At our CX Masterclass, participants often have practical questions. I used to answer them one by one by email, but now I built a chatbot that gives 99 percent of the answers immediately. People no longer have to wait, and the friction is gone. That is impatience economy in action. 
  1. The dignity of work
    Happy employees create memorable customer moments. Disengaged ones make experiences feel purely transactional. More organizations are finally seeing the direct link between employee experience and customer experience. For leaders this means investing in autonomy, trust and meaningful work. Dignity flows directly into every customer interaction.My reflection: In Gothenburg I returned three times to the same restaurant. The food was excellent, but the waiter never once acknowledged us as regular guests. No smile, no “welcome back.” It turned every visit into a transaction. Dignity of work matters, because it shows in every customer moment. 
  1. Social media rewilding
    After years of everything digital, people are craving more authentic and real-world connections. It is not about abandoning technology but about balance. Customers want digital tools that support their lives, not replace them. For brands the challenge is to create joy offline as well as online, blending convenience with human touch.My reflection: I notice this myself on LinkedIn. Posts where I share something personal often get far more interaction than pure content posts. People crave authenticity. They want to see the human behind the professional, and brands should never forget that. 

Why this matters for CX leaders 

These are not buzzwords. Each trend reflects a shift in how people behave, what they expect and how organizations must respond. As Bart puts it, growth follows when people feel understood. 

For me, that is the essence of CX leadership. Understanding people, whether customers, employees or society, and then designing experiences around real needs. 

Listen to the episode 

If you want to stay ahead as a CX leader and prepare your organization for what is next, this episode is for you. 

You can listen the full episode here.

And please let me know: which of these five trends resonates most with you and your organization? I would love to hear your thoughts.

Want more CX leadership insights? Connect with me on LinkedIn, and sign up for my weekly CX Greetz.

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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Push the button: Finding flow in CX Leadership

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 (and cinnamon buns), shrimp dinners, and long walks along the harbor.

This year, one theme kept coming back in our conversations: flow.

The power of flow

Flow is that powerful state of mind where you’re fully immersed in what you’re doing. Time disappears. Ideas pour out. You feel brilliant and unstoppable.

Psychologist Mihály Csíkszentmihályi, who first researched flow, found that people in flow are not only more productive, but also report higher levels of satisfaction, creativity, and happiness. Flow happens when challenge and skill are in perfect balance: you’re stretched, but not overwhelmed.

For me, I often find flow when I write, though I can procrastinate just as easily. Another place I find it is when I connect with CX professionals. Listening to your challenges, sharing insights, and feeling that spark of connection. That’s when I know my work as CX leadership educator brings value.

But here’s the thing: flow doesn’t just happen by accident. It takes intention. Clear goals. Blocking time in the calendar. And sometimes… you simply need to push the button.

The art of pushing the button

In Gothenburg, I was reminded of this quite literally. At the waterfront cabins where we stayed, there was an art installation: a big brown structure with a button. Naturally, I pressed it. And suddenly water started flowing.

Isn’t that synchronicity at its finest? The universe handing me the perfect metaphor: when you push the button, flow begins.

What’s your CX button?

So, let me ask you:
What brings you real joy and impact in your CX leadership  and what’s the button you need to press to make it happen?

Here are seven CX buttons you might want to try:

  1. The engagement button – Invite your leadership team to join a customer call-back session.
  2. The strategy button – Carve out time to update your CX strategy and roadmap, instead of being stuck in daily issues.
  3. The measurement button – Decide which KPIs truly matter, and let go of vanity metrics.
  4. The education button – Invest in your own growth and skills (for example, by joining the CX Accelerator).
  5. The celebration button – Pause to celebrate CX successes with your team before rushing to the next task.
  6. The simplicity button – Remove one annoying process or friction point for customers this month.
  7. The focus button – Say no to one initiative that doesn’t serve your CX strategy.

Big or small, every button counts. The key is to make a conscious choice, press it, and see the flow that follows.

Ready to invest in your own growth?

As Csíkszentmihályi said: flow happens when challenge and skill are in balance. And let’s be honest: our profession is challenging. The best way to stay in flow is to keep working on your own knowledge and skills.

I came back from Gothenburg fully inspired, smiling, and yes,  flowing. And I hope this story nudges you to press your own CX button.

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