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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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. […]
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 […]
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 […]
Summer is here. Or almost. And with that, things tend to slow down. Calendars are lighter, inboxes quieter, and if we’re lucky, there’s a little more room to breathe. It’s a perfect moment for reflection. And for taking a different kind of CX leadership action. Not by launching new programs or crafting complex roadmaps. But […]