You annoy me (and that’s a good sign for your growth as a CX leader)

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 development actually looks like in practice. Not the polished version. The real one.

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

Her answer: because you’re always such a trailblazer. Every time I work on your content, I get this feeling that I’m falling behind. And the most frustrating 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 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 being too harsh 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 share of triumphs and setbacks 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 I’ve made an impact.

The real question every CX leader needs to ask themselves

What's holding you 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 of that discomfort? That is 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 plunge: I’m here for you.

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 called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with 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 customer experience faster than you are. You’re reading, experimenting, and trying to keep up. But you’re not quite making headway. 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 angles. 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, conducting research. The tedious work. The bottleneck work. 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 your domain. Human connection. Emotional intelligence. The vision of what the customer experience should feel like five years from now. The narrative that wins over 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 way. Then walk that path—as the leader, only YOU can do it.

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 in sync, AI takes over the repetitive tasks that have been quietly sapping your energy. Think: data synthesis, report drafting, customer insight summaries, and first drafts of strategy documents. Stop grinding away. Let AI handle it.

Acceleration is the result. Alignment combined with 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 heavy lifting: drafting, building, researching, and structuring. The key here is to trust the process. Set it up properly in the first 20%, and the middle 60% will move along at a rapid pace.

20% is yours again at the end. Review, refine, and add the human 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 doesn’t lie in carrying out every task. It lies in the clarity of your thinking, the quality of your communication, 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: in what areas of your work are you still spending 60% of your time, 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 called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with 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 a clear purpose, 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 has changed.

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 focused on CX Story work lately.

I hosted four webinars.
And 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 responded with.

Because, upon reflection, a pattern became very clear.

  1. Your CX story is out there. It’s just not polished enough yet.

Many said that their story is actually solid.

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 deliberate 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 act.
And if they don’t act, nothing changes.

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

Reading 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?

Because every presentation you give is an opportunity to:

  • Create alignment
  • Influence decisions
  • Take your customer experience 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 next?

Simple questions.

But they change everything.

And if you want to explore this concept of "Intent before Content" a bit further, 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 message 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 – right from the start.

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 your presentations?

Those are exactly the moments when you either make a difference…
or you don’t.

So make good use of them.

Until next time, keep spicing up your Customer Experience leadership.

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with 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 is not 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 keeps showing up in board conversations, budget discussions, and strategy decks. 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 connect customer insight to real business decisions. 

We didn't talk about tools.
We discussed 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 

In our conversation, one thing became very clear:
Most CX technology does not fail because it is bad.
It fails because it's applied in isolation, without leadership, context, or a clear business story. 

James has witnessed brilliant technology fail and "good enough" technology succeed. The difference is never the tool. It's how leaders think, decide, 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 many CX leaders will instantly recognize. 

Organizations buy incredibly sophisticated CX tools and then try to drive them over bumpy organizational roads. Limited skills, unclear ownership, weak operating models, and little connection to 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 solid Volkswagen gets you further than a Ferrari. 

Lesson 2: Your operating model matters more than your tools 

Technology does not exist in a vacuum. It either lands in fertile soil or it lands 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. How insights flow into existing dashboards and systems the business already uses. 

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

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

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

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 another CX tool. 

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

CX leaders who create authority are the ones who translate customer insight into business impact. Who connect CX data to commercial, operational, and financial reality. And who know when to stop talking CX and start talking business. 

That is where technology becomes an accelerator instead of a distraction. 

A conversation every CX leader should hear

This episode is honest, practical, and grounded in real experience. No hype. No vendor talk. 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 what you already have, this one is 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 called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with 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 clean slate. 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 fundamentally changed. CX has grown up. Expectations have grown with it. And that means our leadership needs to mature too.

Over the past year, I have worked with CX leaders across sectors, countries, and levels of maturity. And I keep seeing the same pattern. CX professionals are capable, passionate, and driven. Yet many feel stretched. Busy. Pulled into execution, 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 learnings, 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. Having a clear CX strategy and actually being able to steer towards execution.

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

To make this tangible, I developed a simple model that looks at CX leadership through three connected levels. You can see this model below. The power of it lies in the fact that all three levels are needed. And they need to reinforce each other.

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 is about direction, choices, and future state.
  • Do you have a clear CX strategy that aligns with organizational priorities?
  • Have you defined what success really means?
  • Are you intentional in how you engage senior-level stakeholders?

This level is about positioning CX as a strategic choice, not a side initiative. And yes, it is about earning your seat at the strategic table and knowing how to use it once you are there. Without this level, CX risks becoming activity instead of leadership.

  1. The tactical level. Focus and scale.

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

Here the question is not 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 ways of working?
  • 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 non-negotiable time to zoom out and think strategically?
  • Does your daily behavior reflect the authority you want to have?
  • Are you visible in how you speak, write, listen, and learn?
  • And when was the last time you personally spoke with a customer?

Operational CX leadership lives in the small things. In meetings. In decisions. In conversations. Every single week.

Strategizing CX is not about doing more.
It is about doing the right things. On purpose. At all three levels.

In 2026, my work will be fully focused on helping CX leaders strengthen their impact through this lens. Through education, strategic sessions, leadership programs, and CX stories that help you lead 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, pause.
Look at the model.
And ask yourself one honest question.

At what level should I start?

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

Listen to the newest podcast, where I dive deeper into the challenges and opportunities of Strategizing CX.

Until next time, keep spicing up your Customer Experience leadership.

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with 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 your 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 sharp choices that help you lead strategically. 

In the newest episode of CX Leadership Talks, I guide you through a working session to design 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 walk you through the five must-win battles every CX leader should define: 

    1. Impact and results – where will you truly make a difference when it comes to results?
    2. Strategy, vision, and purpose —from an organizational CX perspective, what is your plan, and how will you execute it?
    3. Engagement and cultural change – who needs to be part of the movement, how do you get behavioral CX going?
    4. Personal growth and development – what will you learn, claim, or stretch into as a CX leader?
    5. Work-life balance and well-being – how do you make space 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 done. 

Your move
This episode isn't background noise.
It's a planning session. So grab a pen, a journal, or your favorite thinking spot, and press play. 

Listen to this episode here or search CX Leadership Talks wherever you get your 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 called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with 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 year behind you.

What we cover
I guide you through five key areas every CX leader should reflect on:

  1. Impact and results – What truly 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 shift mindsets and behavior?
  4. Personal growth and leadership – Where did you stretch, 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 thinking 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 play while answering email.
It’s a guided session. So grab your journal, pour a tea (or wine, no judgement ;-)), 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 question list here or try the AI prompt to generate your movie title for the year.

Let’s close 2025 with clarity. Because when you know where you come from, you most certainly can plan where you are 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 called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with 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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5 Customer Experience lessons for rainy days

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 day. Nicely communicated, yes. But my job to be done was simply to have the cards with me the next day. They broke their promise.

I asked my 20% back, but got a disappointing answer. Knowing I can be I picky customer as a CX professional, I decided to ask my LinkedIn community what they thought. Thirty two of you joined the conversation, and the insights were brilliant.

The comment that received the most likes came from Arne van Weenen, and I couldn't have said it better myself. Here is his answer, translated to English:

"There's a big difference between how we wish companies would act and how they actually act. Most are trapped in their own processes, and yes, they may be 'in their right,' but that's not how you win customers.

Step one, do everything you can to make sure the customer gets their order on time, even if that means producing it elsewhere.

Step two, inform and discuss what is still acceptable for the customer.

Step three, compensate. Otherwise, it's a case of 'operation successful, patient deceased.'"

Clear. Sharp. And painfully true. Thank you Arne for sharing your CX Wisdom.

Reading through all comments, I realized this situation is not just about a broken printer. It's about broken logic, when internal thinking takes over from customer thinking. So it made me curious, what can you do when there are rainy days, instead of sunny days?

Based on all answers, and my own CX knowledge, I created this for you:

Five CX lessons from this rainy day dilemma:

  1. Process thinking versus customer thinking
    Print&Bind focused on how they handled the order internally ("your order is still treated as urgent") instead of what the customer experienced. Customers never buy a process. They buy a promised result.
  2. Promises define perception
    A "next-day delivery" is not a nice extra. It's a basic expectation. When it fails, satisfaction drops instantly. The way you handle these moments defines loyalty far more than your terms and conditions ever will.
  3. Service recovery as opportunity
    They missed a golden recovery moment. Crediting the 20% rush fee, or adding a small gesture like a handwritten note, would have cost little but earned lasting goodwill. As Khachig Assadour said, "A problem only becomes a real problem when it's not solved."
  4. Responsibility lies with the company, not the customer
    Invoking "force majeure" might be legally correct, but it's not customer-centric. The breakdown was their risk, not mine. Taking ownership would have turned a disappointment into a positive experience.
  5. Prepare for rainy days
    This is the big one. Every organization should anticipate foreseeable issues, like system failures or supply problems, and plan their response from a customer's perspective. When things go wrong (and they will), readiness makes all the difference.

So, my dear Business Friend, go and hunt for your own rainy day scenarios, those moments that tend to go wrong. Because when trouble comes, how will you respond? Make sure you are ready, with your rainy day customer journeys in place.

When you prepare for the rain, one single employee can't wash away your reputation. As happened in this scenario. The good news? Is that the CX lead of Print&Bind has reached out and truly wants to learn.

Because.... It's not the sunshine that builds loyalty. It's how you show up when it rains.

Until next time, keep spicing up your Customer Experience leadership.

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with 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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Lead your leaders - The mindset shift every CX leader needs

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 what wasn't working. Until one moment changed everything.

It was 2013, Valentine's Day season, when I was leading CX at KPN. I had written a blog about a wonderful customer interaction and someone asked, "Why isn't your CEO responding to this?" I shrugged it off, saying, "He should know about it!"

But my boyfriend at the time looked at me and asked,
"So, Nienke, did you actually tell him about it?"

That question hit me like a brick.
Because no, I hadn't.

I expected leadership to "get it," without ever helping them get there.

That moment made me realise something fundamental:
As CX leaders, we can either judge or join.
We can either stand on the sidelines ... or help leaders lead.

It's so easy to point out what's wrong.
Much harder, and much more powerful, to step in and make things right.

From that day on, I started asking myself:
* How can I make it easier for leaders to connect with customers?
* How can I help them make confident decisions on CX topics?
* How can I show up as a human partner, not just "the CX person"?

It all starts with a mindset shift.
From frustration to facilitation.
From blaming to bridging.

Because when we build bridges with our leaders, everything changes.
CX becomes easier. Decisions move faster. And you're no longer the lonely voice of the customer, you're part of the leadership that drives real change.

If this resonates with you, I invite you to listen to my newest podcast episode of CX Leadership Talks, called Lead your leaders.

In it, I share the full Valentine's Day story (including a bold email to the CEO that almost gave me a heart attack) and three practical ways to turn this mindset shift into action.

Listen to the episode here.

And while you listen, reflect on this:
Who's one leader in your organization you could help this week?
Maybe by simplifying a decision, planning a customer visit, or just sending a thoughtful note.

Because the moment you start leading your leaders, that's when CX leadership truly begins.

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 called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with 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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What if CX leadership was more about heart than KPIs?

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 favorites: Ted Lasso.

If you haven't seen it yet, here's the short version. Ted is a cheerful American coach who suddenly finds himself leading an English football team. He knows nothing about soccer, not even the offside rule, but he knows everything about people. And that, my friends, is exactly where true leadership starts.

As I rewatched the series from my sunny spot in the south of France, I couldn't help but think how much we as CX leaders could learn from Ted. Because let's be honest, too often we hide behind dashboards, playbooks and metrics. They matter, of course, but CX leadership isn't just about managing systems. It's about leading people with heart.

Here are my five favorite leadership lessons from Ted Lasso that every CX leader can use to spice up their leadership.

  1. Be a goldfish

Ted tells one of his players, "You know what the happiest animal on earth is? A goldfish. You know why? It's got a ten second memory."
As CX leaders, we all make mistakes. A presentation that flops. A stakeholder who says CX is too fluffy. A budget request that gets rejected. The key is to learn fast, forgive fast and move on. Being a goldfish doesn't mean ignoring failure. It means releasing it quickly so you can keep leading forward.

  1. Believe in your team

Ted believes in his players even when they're losing. Belief is not blind optimism, it's seeing potential before it's proven. In CX, we need that same belief in our teams, in our colleagues and in the leaders who are still learning to care about customers. Belief builds courage. Evaluation builds fear. And customer centric cultures thrive on courage.

  1. Be curious, not judgmental

This is one of Ted's favorite quotes, and one of mine too.
As CX leaders, we often judge. We judge leaders who don't get it. We judge customers who complain. We judge colleagues who resist change. But judgment closes doors. Curiosity opens them. Next time you face resistance, pause and ask, "What's really going on here?" Curiosity shifts energy from defensiveness to discovery and that's where transformation begins.

  1. Find your cookies

Every morning, Ted brings his boss a pink box of cookies. Small, consistent gestures that show care and build trust.
In CX, our cookies are those thoughtful little rituals that build connection. Maybe it's how you start your team meetings with appreciation, how you celebrate progress or how you share a great customer story. Small gestures build big trust.

  1. Laugh at yourself

Ted never pretends to have it all figured out. He laughs at himself. He admits when he doesn't know something. And people love him for it.
As CX leaders, we often feel the pressure to know everything, the data, the strategy, the roadmap. But authenticity beats perfection every time. Laugh at yourself, share your lessons and others will follow your lead with more openness and joy.

So what if CX leadership really was more about heart than KPIs

Ted didn't win by knowing football. He won by knowing people. And that's what CX leadership is all about, creating an environment where people want to play the game of customer centricity.

Because the truth is simple. We can only win when everyone's in.

So here's my invitation to you. Bring a little Ted Lasso energy into your week. Believe more, judge less and keep leading with heart.

Want to dive deeper?

Listen to this episode of CX Leadership Talks: What if CX leadership was more about heart than KPIs? Five lessons from Ted Lasso on your favorite podcast platform.

Listen to the episode here

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 called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with 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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