Let's start with something every customer experience leader needs to know. Not just a "nice-to-know" insight, but the kind of truth that reshapes how you lead. According to research by Drs. Susan Fiske and Nicolas Kervyn from Princeton University, people judge others - yes, including us CX professionals - based on two qualities: warmth and [...]
Two moments this week made me stop, look in the mirror ... and finally get my act together. Moment one: a cheesy joke that hit a little too close to home I was re-reading No Excuses by Brian Tracy (yes, that old classic), when I came across this line: "Denial is not a river in Egypt." [...]
As a passionate advocate for customer experience, I continually seek ways to make CX not just effective, but extraordinary. That's why, in my latest episode of CX Leadership Talks, I introduced a new framework close to my heart: the CX Boomerang. This isn't just about ticking boxes - it's about creating business value by crafting [...]
Episode 53 of CX Leadership Talks is unlike anything I've shared before. While I was in Singapore recently, exploring the world of Artificial Intelligence - from smart chatbots to creative content tools - I had an idea. What if I handed over the mic ... to AI? I gave an AI called Notebook LM access to [...]
Last week, I had the pleasure of visiting Singapore - and what a week it was! I spoke at the APSS Speaker Summit, met fabulous fellow professionals, and on one unforgettable evening, hosted The CX Game at a local CX Meetup. A big thanks to Avi Liran for the connection and Irene Lim for the [...]
In an increasingly competitive and dynamic business environment, customer experience must move beyond incremental improvements. It is time for bold, visionary moves that redefine how organizations prioritize, design, and deliver customer value. During my recent keynote at the Asia Professional Speakers Singapore Convention, I was asked to share an "Amplified Imagination" - a forward-looking vision [...]
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 [...]
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 [...]
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. [...]
In our bright orange retro Volkswagen T3 campervan - 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 [...]