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 […]
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 […]
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 […]
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, […]
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. […]
In the fast-evolving world of customer experience (CX), one area often overlooked is the public sector. Yet, it’s here where CX can make a profound impact, helping to restore trust, improve services, and build stronger connections between governments and their citizens. That’s why I’m thrilled to share the latest episode of the CX Leadership Talks […]
The age of AI is here, and as CX leaders, it’s no longer a matter of if but how we adapt to this revolutionary shift. In the latest episode of CX Leadership Talks, I had the pleasure of speaking with Mia Liljeberg, an expert in digital leadership with an impressive background in change management and […]
This year marks a major milestone for me: ten years of entrepreneurship. As I reflect on this incredible journey, I’m filled with gratitude for everyone who has been part of it. But more than that, I want to share my story with you – not just to celebrate, but to inspire you to ask yourself […]
Gelukkig nieuw jaar! Happy New Year! A fresh year has arrived, and with it comes an opportunity to reflect, reset, and recharge. As always, I kicked off the new year by setting clear goals – though this year. I was a little late. On January 5th, I carved out time in my calendar to map […]
As the year winds down, it’s the perfect moment to pause and reflect on what 2024 brought to your CX leadership journey. Often, we’re so focused on what’s next that we forget to celebrate our achievements, learn from our challenges, and refocus our energy for the future. That’s why I’ve dedicated my latest podcast episode […]