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 lousy course to spark something brilliant.
To celebrate the 50th episode of my podcast, CX Leadership Talks, I reflected 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 low point.
In 2016, I booked a two-day CX course in London to prepare for my CCXP certification. It looked promising, but the experience was underwhelming. The trainer I had 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 training practice. I realized: I can do this better. That course gave me direction and, ultimately, it helped me build a business that has now trained over 1,000 CX professionals.
Lesson: Sometimes the worst investment turns out to be the most powerful pivot.
Learning Moment #2: Disney Institute – Service Excellence in Action
In 2019, I took the Service Excellence course at the Disney Institute in Orlando.
This was a CX training experience I’ll never forget. The materials were stunning. The group was large, but energizing. And the schedule was tight: early mornings, engaging sessions, and—most memorably—a field trip into the park itself to see their service keys in action.
And yes, I left wearing Minnie ears. That cap is still sitting next to my desk as a reminder:
Great customer experiences don't happen by accident.
They are designed (and delivered) with purpose.
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 them all.
I toured their offices, interviewed leaders, and saw firsthand 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 lived up to the company's promise at every level.
Lesson: Don’t just write down your promises to customers. Prove them, in small, human ways.
Learning Moment #4: Harvard Business School Online – Fierce Focus
During the pandemic, I enrolled in several 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 just passive video lessons.
If you didn't complete your assignments each week, you were out.
What I loved most was the rigor of the structure and the depth 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 be present.
Learning Moment #5: Jane Anderson – Business by Design
In 2024, I flew to Australia to attend a two-day training session 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 help you gain clarity and confidence more quickly.
Learning Moment #6: Communities & Events – Learning with Peers
Over the years, I’ve consistently learned from CX and public 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 keynote speeches. They’re about connection, reflection, and staying curious about how others lead and learn.
Lesson: Your growth increases 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 mastermind groups—groups of peers who challenge me, hold me accountable, and push me to think bigger.
Right now, with Mia Liljeberg. We meet in person twice a year, dive deep into strategy, and help each other stay focused in between. It’s where ideas become action. It’s where personal leadership evolves.
So much so that I incorporated the concept into my own CX work. I now lead CX Leadership Masterminds, designed for corporate professionals who want to lead customer experience with greater clarity, confidence, and consistency.
Lesson: Having the right people around you will help you grow faster—and achieve more—than you ever could on your own.
What's in it for you?
These 7 learning moments have shaped the way I lead, speak, and teach about customer experience today. But more importantly, they’ve taught me how to help others lead more effectively.
In episode 50 of my podcast, I break down each of these stories in more detail and share practical insights you can apply to your own CX journey.
So whether you’re walking the dog, commuting to work, or eavesdropping during a team meeting, tune in here and listen to “What Harvard, Zappos, Disney, and 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 influence every day.
Invest in yourself. Join communities. Reflect often. And never stop learning.
That’s how we make the customer experience a success.
Until next time, keep spicing up your Customer Experience leadership.
*****
Nienke Bloem is often referred to as the Customer Experience speaker in the blue dress.
She is a global CX thought leader, educator, and keynote speaker who inspires audiences with best practices and proven methodologies. She runs a speaking practice, a CX game company, and a training business; she lives and breathes Customer Experience and is the author of two books on CX.
Her two-day Customer Experience Masterclass is known as the best program to prepare for the CCXP, and she is the go-to person for CX leaders who want to advance their leadership and achieve immediate results from their Customer Experience transformation programs. Since 2020, she has been hosting a CX Leadership Masterminds program and helping leaders enhance their leadership skills and deliver an engaging CX story, including a solid CX strategy. In addition, she is a modern-day pilgrim and has drawn parallels between her journey and leading customer-centric transformations.
With over 20 years of corporate experience, she speaks the language of business. Her keynote speeches and training programs on customer experience are inspiring and practical. She is one of the few Recognized Training Partners of the CXPA, and her mission is to make customer experience work and help you achieve business results. Subscribe to her weekly CX Greetz to stay up to date.
