Stakeholder Management for CX Leaders: Stop Treating Everyone the Same

You're not here to make everyone happy. You're here to lead.

Most CX leaders know their stakeholders. They have the list. They send out updates. They attend steering committee meetings. And yet—somehow—the CX agenda keeps getting stalled. Not because the work is bad. But because the energy is being directed to the wrong places.

Here’s the uncomfortable truth: strategic CX leadership isn’t about giving everyone equal attention. It’s about being intentional about where you invest your political capital, your visibility, and your relationship-building efforts.

That shift—from equal to intentional—is what distinguishes a CX manager from a strategic CX leader.

Why Giving Equal Attention Undermines Your Influence on the Customer Experience

It usually looks like this: The same updates for everyone. The same communication style across the board. Long presentations sent to people who will never read them. Endless invitations to stakeholders who have minimal influence over your CX agenda.

Meanwhile, the people who could actually accelerate your CX initiative—those with real power and a genuine interest—barely receive any intentional relationship-building efforts at all.

This is not a time management problem. It is a strategic leadership problem.

And once you see it, you can't unsee it.

The Mendelow Matrix: A Smarter Way to Manage CX Stakeholders

Enter the Mendelow Matrix. Not because CX leadership needs yet another framework that no one remembers after the workshop. But because this particular model forces you to think differently about engagement.

The matrix maps stakeholders along two axes: their level of interest and their level of influence. The result is four quadrants, each requiring a completely different engagement strategy.

Who deserves your time and the effort to build a deep relationship? Who needs to be kept confident but not overwhelmed? Who benefits from your involvement without needing you to take the lead? And who simply needs visibility without taking up your schedule?

Once you start looking at things through this lens, something changes. You stop dividing your attention equally. You start leading strategically.

A Four-Step Stakeholder Management Approach That Actually Works

Stakeholder management, when done well, is not a one-time exercise. It is a four-step approach that builds on itself.

Step one is stakeholder identification—knowing who is involved. Step two is stakeholder mapping—understanding where they stand in terms of power and interest. Step three is stakeholder salience—recognizing who is most critical to your CX initiative right now. And step four—where many CX leaders are still operating too functionally—is stakeholder engagement.

Engagement is where it gets personal. Where you make deliberate choices. Where you decide that a coffee conversation with one director is worth more than three slide decks sent to a group.

The strongest CX leaders think differently

The CX leaders who drive real organizational change aren't just skilled at CX management. They understand influence. They understand authority. They understand how organizations actually function—politically, relationally, and strategically.

They don't wait to be invited to the table. They build the relationships that make it impossible to leave them out.

That is the shift this framework is designed to support. Not more activity. Smarter choices about where your energy creates the most impact.

One question worth pondering

Before you move on: Where are you currently overinvesting as a CX leader? And where—if you’re honest—are you strategically underinvesting?

That answer often tells you everything about where you are right now in your leadership development.

If you want to delve deeper, the Strategic Stakeholder Management Playbook for CX Leaders walks you through all four steps, the Salience Model, the Mendelow Matrix, practical engagement strategies for each quadrant, and reflection questions to help you strengthen your influence on the CX right away. Download it here and start leading more strategically today.

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 newsletterto stay informed. 

 

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Stakeholder Management for CX Leaders: Stop Playing the Ad Hoc Game.

Last week’s CX Leadership Masterminds alumni meetup left me with a lot to think about. Great conversations, concrete actions, new energy, and—to be honest—a little discomfort as well.

Irene van Hoorn of CCXP shared her leadership journey: from building the customer experience at Eneco to winning the International CX Award for CX Leader and Team of the Year. A story about visibility, strategic leadership, and learning how to build influence within a large organization.

But what fascinated me most was the conversation that followed.

Because one thing became painfully clear: many CX leaders are still taking a far too operational approach. Not because they lack expertise. Not because they don’t understand customers. But because they still view Customer Experience as a tactical discipline, rather than a strategic leadership one.

And that changes everything.

The Elephant in the CX Room

Once you move into more senior CX roles, your success no longer depends on customer insights, journey maps, or CX tools. It increasingly depends on how well you understand organizational dynamics.

Who influences decisions. Who creates momentum. Who quietly slows things down. And where political attention actually goes.

In other words: stakeholder management. The one thing nobody includes on their CX roadmap, but every strategic CX leader quietly masters.

Too many CX leaders are still part of what I call the CX Ad Hoc Crew: reacting instead of leading, jumping from one request to the next, trying to keep everyone informed, align with everyone, and help everyone. Meanwhile, the CX leaders who are driving real change are intentionally building a CX Strategic Alliance.

So let's talk about how you get there.

The Strategic Foundation: Four Steps That Build on Each Other

Strategic stakeholder management isn't complicated, but it does require a deliberate approach. There are four steps that form the foundation.

Step 1 is stakeholder identification. This is already where many CX leaders think too narrowly. You focus on the obvious players: your manager, your CX team, customer service, and marketing. But transformation rarely happens through the hierarchy alone. Sometimes the operational manager everyone trusts has more influence than a senior director. Sometimes finance determines whether your roadmap survives. Start broad. Identify all relevant stakeholders, not just the obvious ones.

Step 2 is stakeholder mapping. Not every stakeholder has the same influence, priorities, or relationship to your CX strategy. Strategic CX leaders understand these dynamics before they begin rolling out initiatives. Map out the landscape first.

Step 3 is where things get truly strategic: stakeholder salience. The Salience Stakeholder Model examines three perspectives—power, legitimacy, and urgency—and that immediately changes the conversation.

Power: Who can influence outcomes or make things happen?

Urgency: Whose claims require immediate attention?

Legitimacy: Whose relationship to the initiative is actually valid and relevant?

The magic lies in the overlap. Not every vocal stakeholder deserves your priority attention. Not every urgent request should shape your roadmap. And not every senior stakeholder automatically has the authority to drive customer decisions.

Want to work through all four steps using a practical framework? Download the free Strategic Stakeholder Management Playbook for CX Leaders —it walks you through every step, including the Salience Model and the Mendelow Matrix.

Where Most CX Leaders Go Wrong

This model forces you to think more deliberately about where your political energy and strategic focus actually go.

Identify key stakeholders—the people who embody power, legitimacy, and urgency. These are often the stakeholders who determine whether Customer Experience becomes a strategic business priority or remains just another initiative vying for organizational resources.

But just as important are the dangerous stakeholders: people with power and a sense of urgency, but without true legitimacy within the initiative itself. These stakeholders can create enormous pressure, conflicting priorities, or political resistance when they feel excluded or threatened by change. And honestly? Most CX leaders completely underestimate their impact.

The real leadership question is: Which stakeholders deserve your political energy, your strategic visibility, and your active relationship-building efforts?

From Ad Hoc to Strategic

My biggest takeaway from the alumni meetup was this: the CX leaders making the biggest impact today are no longer just strong in CX management. They are becoming strategically visible leaders who understand how to build influence, strategic relationships, and organizational authority.

That is the shift: from CX Ad Hoc Crew to CX Strategic Alliance.

And it starts with understanding the landscape before you begin pushing your agenda throughout the organization.

So when you're completely honest with yourself, which one are you right now?

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 newsletterto stay informed. 

 

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My Birthday, Queen Máxima, and a CX Leadership Lesson

Every year on May 17, I can’t help but smile a little to myself. Not only because it’s my birthday, but also because I share that birthday with Queen Máxima of the Netherlands. You can clearly tell she’s at least a year older than I am, right? 😉

This year, my birthday made me think back to one very specific moment from years ago.

At the time, I was leading a team of 100 people in IT at ASR Netherlands, and I was also a member of the board of Women in Financial Services. We organized our annual event and, feeling a little nervous but wildly optimistic, decided to invite Queen Máxima.

And then something happened that we honestly didn't expect.

She said yes.

Her visit was planned down to the last detail, and I think it cost me at least a few years of my life in nerves alone. But as board members, we also had the opportunity to meet her in person and have a real conversation about money, women’s careers in finance, and financial literacy. I still remember talking about allowance for her daughters. So much fun. So human. So normal.

But what I absolutely did not realize at that moment was just how much of an impact that one visible moment would have later on.

Because there were photographers there. Journalists. Internal communications teams. Pictures began circulating throughout the financial industry and within ASR Netherlands. A month later, I unexpectedly appeared in *Elegance* magazine, which felt hilariously glamorous at the time. The funniest part? My mother called me almost a year later to tell me she was sitting in the dentist’s waiting room and that old issue of *Elegance* was still lying there, with my picture in it.

And months later, footage from the event was reused in a Dutch television program during prime time.

Nothing about me fundamentally changed overnight. I didn't suddenly become smarter, more experienced, or more talented. But I became visible. And visibility multiplies.

Great work doesn't always speak for itself

This is one of the most underestimated leadership lessons in customer experience.

So many brilliant CX professionals—maybe even you—believe that if they simply work hard enough, people will automatically take notice. Sometimes they do. But often they don’t. Not because the work lacks quality, not because the insights aren’t strong enough, and definitely not because the CX professional isn’t capable enough.

But organizations are busy. People are distracted. Priorities change. And opportunities often go to the people others remember.

That may be hard to admit, especially in a field like Customer Experience, where so much of the work is about substance, listening, improvement, and long-term change. But visibility matters. Not as a matter of ego. Not as self-promotion for its own sake. But because meaningful work needs to be connected to memory, trust, and momentum.

Strategic CX leadership isn't just about doing great work. It's also about being present in the right meetings, building relationships, speaking up, sharing your perspective, and connecting your work to the broader business conversation.

The CX leaders who drive real change within organizations are often not simply the people with the most knowledge in the room. They are the people who consistently engage in the right conversations. They make their thinking transparent. They help others understand why Customer Experience matters. They translate customer insights into business relevance. They connect the dots that others are too busy to see.

And because of that, they are remembered when new opportunities arise.

A strategic program. A transformation initiative. A leadership role. A seat at the table. A platform. A conversation with decision-makers.

Visibility creates memory. And memory creates opportunity.

Why Many CX Professionals Wait Too Long

I still see many brilliant CX professionals waiting too long before they take the initiative.

Waiting until they know more. Waiting until they feel more confident. Waiting until they have another certification, another year of experience, or another success story to prove they're ready.

Meanwhile, they—and maybe you 😉—are often already more than capable of contributing at a higher level.

The real shift isn’t always about becoming better first. Sometimes the real shift is allowing yourself to be seen for what you already bring to the table: your experience, your perspective, your knowledge of customers, your ability to connect operational reality with strategic choices, and your understanding of what customers need and what organizations struggle to change.

That is valuable. And if you keep it too hidden, the organization misses out on part of your leadership.

And let’s be clear: visibility in CX leadership isn’t about speaking louder than everyone else. It isn’t about feigning confidence you don’t feel. And it’s definitely not about turning yourself into a personal branding machine if that doesn’t suit you.

Visibility can be much more down-to-earth than that. It can mean asking the more insightful question in a meeting. Sharing a customer insight with the leadership team. Highlighting the underlying pattern behind complaints instead of just reporting the numbers. Volunteering to speak at an internal session. Writing a short reflection on LinkedIn. Joining a podcast conversation. Presenting a compelling CX showcase at an event. Taking the stage, even when your inner critic would rather keep you safely in the audience.

Visibility begins with a simple leadership decision:

I have something valuable to contribute, and I'm willing to share it with others.

A single moment can change how people see you

That one moment with Queen Máxima reminded me of this again.

One room. One opportunity. One conversation. One defining moment.

Sometimes that's all it takes to change the way people see you. Not because you've changed overnight, but because they've finally made the connection between your name, your face, your work, and your value.

That is what visibility does. It gives your work a place in people’s memories.

And in Customer Experience, where change depends so much on influence, trust, and timing, that memory matters.

So here’s my question for you as a CX leader: where are you still doing great work without getting enough recognition? Where are you waiting to be noticed, when you could also choose to step forward? And what’s one opportunity to make your mark that you could say yes to this year?

Maybe it’s speaking at an event. Maybe it’s sharing a showcase. Maybe it’s posting the photo after an awards ceremony instead of keeping it in your camera roll. Maybe it’s joining a podcast conversation. Maybe it’s simply speaking up in a room where CX needs to be more clearly linked to business priorities.

Whatever it is, don't underestimate it.

Because visibility creates memories. And memories create opportunities.

So my little birthday wish for myself—and for you—is this: say yes to something that makes you more visible.

And if I can help you get there, I’d love to. Be a guest on my podcast, CX Leadership Talks. Speak at one of my events. Put on a brilliant presentation. Take that selfie at the International CX Awards in November and post it on LinkedIn.

I'm your supporter. Your wingwoman in CX leadership. Always.

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 newsletterto stay informed. 

 

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You annoy me (and that’s a good sign that your CX leadership is growing)

Last week, my assistant called me. She had just finished editing one of my newsletters and said, “Nienke, you’re getting on my nerves.” What followed was one of the most useful conversations I’ve had in a while, and it made me think about what CX leadership growth actually looks like in practice—not the polished version, but the real thing.

I was a little shocked. I laughed awkwardly. And I asked her why.

Her answer: because you're always such a frontrunner. Every time I work on your content, I get this feeling that I'm falling behind. And the most annoying part? You're right. I AM falling behind. And you're just holding up a mirror to me.

I let that sink in for a moment.

Because she is not alone.

Why Honest Feedback Stings—and Why That’s Exactly the Point

Do you recognize that feeling? Someone shows you what’s possible, and you realize you haven’t taken any action yet. That mix of admiration and frustration. That “I know, I know, but still.” That, my friend, is tough love at work.

Research on coaching and mentoring points to one clear pattern: the most effective development relationships combine trust, challenge, and accountability—not just comfort.

You want to change when feedback is honest, specific, and given within a relationship you trust—not when it’s endlessly sugarcoated, but when it’s genuine, and when you know the person giving it actually wants you to succeed.

I have also made the mistake of offering “tough love” without that foundation of trust in place. I might have been right. But it didn’t go over well. So being right was completely irrelevant. I should have kept my mouth shut. It’s a mistake I haven’t forgotten, and one that taught me: trust is fundamental.

Tough Love in CX Leadership: Why I Won’t Apologize for It

I’ve had my ups and downs in CX leadership. Fourteen years of learning, building, failing, pivoting, and growing. As a CX educator and mentor, I do a lot of work behind the scenes: researching, building models, designing programs, and testing what actually helps CX leaders grow.

I don't share things to show off. I share them because I genuinely believe that if I've figured something out, you deserve to know it too. So you can grow as well.

And yes, sometimes that means I'll be in your face. Just a little.

Not because I'm better than you. But because I care enough to be honest. The people who helped me grow the most were never the ones who told me I was doing great. They were the ones who told me the truth.

So if I annoy you sometimes? Good. It means something got through.

The real question every CX leader needs to ask themselves

Where are you holding back right now?

Not in general. Specifically. Is there a skill you keep saying you’ll develop? A conversation you keep putting off? A change in how you lead as a CX leader that you know needs work, but feels uncomfortable?

Because that discomfort? That’s exactly where growth happens.

If you want someone on your side who will be honest with you, challenge you, help you, and genuinely celebrate when you take the leap: I'm here.

Check out the courses scheduled for this year in the menu bar (CX Education) and choose the one that makes you feel a little uncomfortable. That's probably the right one.

Does my content ever annoy you? Is there anything that hits a little too close to home? I'd love to hear about it—just send me a message. I promise I won't be offended. I might even be delighted.

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 newsletterto stay informed. 

 

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AI in Customer Experience: Lead Smarter, Not Harder

That nagging feeling that everyone around you is figuring out how to apply AI to the customer experience faster than you are. You’re reading, experimenting, and trying to keep up. But you’re not quite making progress. I know that feeling.

And then last month, everything changed. I watched Tony Robbins and Dean Graziosi at the AI Advantage Summit. I learned from Ben Afia and July Holmes at PSA UKI in Leeds. And, drumroll, please: I built my first real AI agent. Not just an experiment. A real one. With three more in the works.

That's when I realized the difference. I had been learning. But I hadn't been making progress.

For you, as a CX leader, that difference matters TOO.

Here are the three insights that changed the way I work.

What AI Does in Customer Experience (and What Only You Can Do)

Tony Robbins, Dean Graziosi, and Harvard professor Arthur Brooks all arrived at the same truth from different perspectives. That is what made it stick.

AI is the left-brain operator. You are the right-brain creator.

The left brain relies on logic and execution. AI excels at this: automating workflows, analyzing data, drafting content, and conducting research—the tedious tasks, the bottlenecks, the work that eats up your time and leaves you drained before you even get to what really matters.

The right brain is driven by heart and strategy. That’s you. Human connection. Emotional intelligence. The vision of what the customer experience should feel like five years from now. The narrative that moves a boardroom. The decision that requires judgment, not just data.

The risk is NOT that AI will take your job. The risk is that you'll give up the things that make you indispensable.

Use AI to clear the path. Then walk it—as the leader, only YOU can be.

The 3 A’s Every CX Leader Needs to Use AI Effectively

Tony Robbins outlined three levels that I now use as a mental model. They range from technical to strategic, which is exactly where CX leaders need to operate.

Alignment is the starting point. AI only works well when it understands your context, your goals, your audience, your language, and your brand. This is not a technical task. It is a leadership task. You define what matters before AI can help you communicate it.

Automation is the middle layer. Once everything is aligned, AI takes over the repetitive work that has been quietly draining your capacity. Think: data synthesis, report drafting, customer insight summaries, and first drafts of strategy documents. Stop doing the grind. Let AI handle it.

Acceleration is the result. Alignment plus automation means you move faster. You test ideas more quickly. You iterate, launch, and learn in real time. This isn’t just about efficiency. It’s a competitive advantage for every CX leader who wants to get more done without working longer hours.

The 3 A’s are not a checklist. They represent a shift in leadership.

The 20/60/20 Rule: The Smartest Way to Work with AI as a CX Leader

This one came from July Holmes, and it's the most comprehensive framework I've come across on the subject.

You start with 20%. Your strategy, your goal, your language, your brand. The kind of thinking that only you can do. Skip this step, and AI will give you something generic. And generic is the enemy of good CX leadership.

60% is where AI does the work. The heavy lifting. Drafting, building, researching, structuring. The key here is to trust the process. Set it up well in the first 20%, and the middle 60% moves along at a rapid pace.

20% is yours again at the end. Review it, refine it, and add a personal touch. Put your name on it and stand by it. This is where your judgment and your voice come back into play. This is where AI-generated work becomes YOUR work.

The 20/60/20 rule isn't about using AI more. It's about using yourself more effectively.

What this means for you

As a CX leader, your value does not lie in carrying out every task. It lies in the clarity of your thinking, the quality of your narrative, and the decisions that only you can make.

AI doesn't replace that. It protects it—if you let it.

So here’s my question for you: where in your work are you still spending 60% of your time on tasks that aren’t your top priority, when you should be focusing on the 20% that really matters?

That's where your acceleration begins.

Ready to lead CX with more clarity and less drudgery? Get weekly insights from Nienke—straight to your inbox. Subscribe to the CX Newsletter

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 newsletterto stay informed. 

 

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CX Presentation: Start with Intent, Not Slides

Your presentation isn't the problem. Your preparation is.

Most CX leaders I work with have solid content.

Backed by data. Well-intentioned.

And yet—after the presentation, not much changes.

I’ve seen this pattern time and time again. And I’ve finally put a name to what’s missing.

Your presentation looks good. So why hasn't anything changed?

I've been really immersed in CX Story work lately.

I hosted four webinars.
And I spent a full day with a group of CX leaders in government, wrapping up their four-month journey of shaping their CX story.

What stuck with me wasn't the content.

It was what they sent back.

Because, as they reflected on it, a pattern became very clear.

  1. Your CX story exists. It’s just not polished enough yet.

Many said that their story is actually credible.

They are doing the work.

But at the same time, they feel it could be more incisive. Clearer. More personal.

And that’s exactly where it often ends up.

It's not about doing more.
It's about making more thoughtful choices about what you say—and how you say it.

So people will actually remember your message.

  1. You're not asking for anything. So nothing happens.

Another insight that struck me:

You assume that people will apply CX automatically.

But they don't.

Not because they don’t care.
But because:

  • They don't feel a sense of urgency
  • And your call to action isn't specific enough

“Let’s go on a journey together” sounds nice.

People will nod.

But nothing happens next.

  1. Data won't move people. Emotion will.

This one is uncomfortable.

Many CX leaders rely heavily on data, facts, and being right.

And yes—in CX, you're often right.

You have the data.
The insights.
The voice of the customer.

But here's the problem:

If people don’t feel it, they don’t take action.
And if they don’t take action, nothing changes.

The missing link isn't your content. It's your preparation.

As I read all of this, one thing became painfully clear:

The missing link isn't your content.
It's your preparation.

We talk a lot about strategizing CX.
It’s my theme for the year.

But what if we zoom in one level?

What if you started by planning your presentations strategically?

Because every presentation you give is an opportunity to:

  • Create alignment
  • Influence decisions
  • Take Your CX to the Next Level

And that only happens when you prioritize intent over content.

Stop. Before you open PowerPoint, answer these four questions.

The next time you prepare a presentation—take a moment.

Before you start thinking about slides, ask yourself:

  • Who is actually in the room?
  • What do I want them to remember?
  • What do I want them to feel?
  • What do I want them to do afterward?

Simple questions.

But they change everything.

And if you want to explore this idea of "Intent before Content" a little more deeply, I recorded a podcast to help you out. You can listen to it here (https://nienke.podbean.com/e/the-title-of-guest-cx-presentation-playbook/).

Because this is what I see time and time again:
CX strategies don’t fail on paper.
They fail in the moments when nothing changes.

Want to put this into practice?

To help you put this into practice right away, I've created something for you:

The CX Presentation Playbook
A short, practical PDF with the four questions and a checklist to help you clarify your thoughts before you even open PowerPoint.

You can download it here.

Use it for your next presentation, workshop, or leadership session.

No theory.
Just sharper thinking—upfront.

Because this is what I see time and time again:

CX strategies don’t fail on paper.
They fail in the moments when nothing changes.

And what about your presentations?

Those are exactly the moments when you either create movement…
or you don’t.

So make good use of them.

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 newsletterto stay informed. 

 

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CX technology isn't 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 continues to come up in boardroom conversations, budget discussions, and strategy presentations. 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 since 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 organizations translate customer insights into 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 

During our conversation, one thing became very clear:
Most CX technology doesn’t fail because it’s bad.
It fails because it’s implemented in isolation, without leadership, context, or a clear business case. 

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

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 that many CX leaders will instantly recognize. 

Organizations purchase incredibly sophisticated CX tools and then try to navigate them through bumpy organizational terrain—limited skills, unclear ownership, weak operating models, and little alignment with 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 reliable Volkswagen takes you farther than a Ferrari. 

Lesson 2: Your operating model matters more than your tools 

Technology does not exist in a vacuum. It either takes root in fertile soil or ends up 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, and how insights flow into the existing dashboards and systems the business already uses. 

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

This is where CX leadership shifts from managing initiatives to shaping how the organization actually operates. 

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

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

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

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

CX leaders who establish authority are the ones who translate customer insights into business results. They connect CX data to commercial, operational, and financial realities. And they know when to stop talking about CX and start talking about business. 

That is where technology becomes a catalyst rather than a distraction. 

A Conversation Every CX Leader Should Hear

This episode is honest, practical, and grounded in real-world experience. No hype. No sales pitch. 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 to make a bigger impact with the resources you already have, this one’s for you.

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

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 newsletterto stay informed. 

 

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Strategizing CX: The CX Leadership Theme for 2026

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

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

What Do CX Leaders Really Need Next?

As for 2026, my answer is clear.

Strategizing CX.

Not because CX hasn't been strategic before. But because the role of CX leaders has fundamentally changed. CX has come of age. Expectations have grown along with it. And that means our leadership needs to mature as well.

Over the past year, I have worked with CX leaders across various sectors, countries, and levels of maturity. And I keep seeing the same pattern. CX professionals are capable, passionate, and driven. Yet many feel stretched thin. Busy. Drawn into day-to-day operations, 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 takeaways, 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; and having a clear CX strategy and actually being able to steer toward execution.

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

To illustrate this, I developed a simple model that examines CX leadership through three interconnected levels. You can see this model below. Its strength lies in the fact that all three levels are necessary. And they need to reinforce one another.

Strategizing CX - Model 2026

Let me walk you through the three levels.

  1. The strategic level. Direction and position.

This is the top layer of the model.

  • It's about direction, choices, and the future.
  • Do you have a clear CX strategy that aligns with organizational priorities?
  • Have you defined what success really means?
  • Do you take a deliberate approach to engaging senior-level stakeholders?

This level is about positioning CX as a strategic choice, not a side project. And yes, it’s about earning your seat at the strategic table and knowing how to use it once you’re there. Without this level, CX risks becoming just another activity rather than a leadership priority.

  1. The tactical level. Focus and scale.

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

The question here isn't 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 procedures?
  • 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 transforms ambition into structure. Tactical CX makes impact repeatable and scalable.

  1. The operational level. Behavior and visibility.

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

  • Do you set aside time—no exceptions—to take a step back and think strategically?
  • Does your daily behavior reflect the authority you want to have?
  • Do you express yourself clearly when you speak, write, listen, and learn?
  • And when was the last time you personally spoke with a customer?

Operational CX leadership is found in the little things. In meetings. In decisions. In conversations. Every single week.

Strategizing CX isn't about doing more.
It's about doing the right things. On purpose. At all three levels.

In 2026, my work will be entirely focused on helping CX leaders amplify their impact through this lens. Through education, strategic sessions, leadership programs, and CX stories that help you drive 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, take a moment.
Take a look at the model.
And ask yourself one honest question.

At what level should I start?

That answer will shape your year as a CX leader more than any to-do list ever will.

Listen to the latest podcast, where I take a closer look at the challenges and opportunities of strategizing CX.

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 newsletterto stay informed. 

 

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Plan for a 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 vague goals.
But with clear, focused decisions that help you lead strategically. 

In the latest episode of CX Leadership Talks, I’ll guide you through a workshop to plan 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’ll walk you through the five must-win battles every CX leader should define: 

    1. Impact and results —where will you really make a difference when it comes to results?
    2. Strategy, vision, and purpose —from an organizational CX perspective, what’s your plan, and how will you carry it out?
    3. Engagement and cultural change —who needs to be part of the movement, and how do you drive behavioral CX?
    4. Personal growth and development —what will you learn, take on, or challenge yourself to do as a CX leader?
    5. Work-Life Balance and Well-Being – How Do You Make Room 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 accomplished. 

Your move
This episode isn’t just background noise.
It’s a planning session. So grab a pen, a journal, or head to your favorite spot to think, and press play. 

Listen to this episode here or search CX Leadership Talks wherever you listen to podcasts. 

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

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

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 newsletterto stay informed. 

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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 past year.

What we cover
I’ll guide you through five key areas every CX leader should consider:

  1. Impact and Results – What really made a difference? 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 change mindsets and behavior?
  4. Personal growth and leadership – In what ways did you challenge yourself, 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 mental 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 listen to while answering emails.
It’s a guided session. So grab your journal, pour yourself some tea (or wine—no judgment ;-)), and reflect with me.

Listen to this episode here or search for “CX Leadership Talks” wherever you get your podcasts.

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

Let’s close out 2025 with clarity. Because when you know where you come from, you can most certainly plan where you’re 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 newsletter.

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 newsletterto stay informed. 

 

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