The messy office, the Egypt joke, and a much-needed kick in the pants

Two moments this week made me stop, look in the mirror… and finally get my act together.

Moment one: a cheesy joke that hit a little too close to home

I was rereading *No Excuses* by Brian Tracy (yes, that old classic) when I came across this line:

“Denial is not a river in Egypt.”

At first, I didn’t get it. Cue the Scooby-Doo face: eyes squinting, brow furrowed, and that confused “Huhhh?” sound. (Yes, I’m showing my age here.)

And then it hit the ground. Hard.

The quote appears in a chapter on self-discipline and courage—about facing fears and overcoming resistance.

Suddenly, I saw my office. You know, the part that doesn’t show up on Teams. The piles of books. The presentation materials. The overflowing cabinets. It’s been like this for over two years.

I see it every day. I don’t like it. But I’ve been telling myself it’s “not that bad.”
Denial with a capital D.

Moment two: someone else’s challenge really spurred me on

Later that week, during a CX Leadership Masterminds session, one of the participants raised a real challenge. We brainstormed, reflected, and explored… but she couldn’t commit to taking action.

So I asked her, “When are you going to set aside some time to get started?”

She said, “Tomorrow.” And she promised to post updates on her progress in our WhatsApp group.

After that call, I looked at my office again. BAM.
When was I going to stop pretending and do the same?
When was I going to hold myself accountable?

I had two options:

  • I keep saying I'll get to it "someday"
  • Or finally get help, with built-in accountability

So I Googled it. I found a professional organizer in Utrecht. I called her. We’re meeting for an initial consultation next week, and I hope to start sometime in June or July.

She loves organizing. I love helping CX leaders spice up their leadership—or go for a long walk. It's a win-win.

This isn't a sales pitch. It's a nudge.

Because maybe… there’s a river of denial quietly flowing somewhere in your CX life, too?

That stakeholder you’ve been meaning to call.
That customer journey that’s been 80% complete since last year.
That block of time in your calendar to finally work on your CX Strategy for 2027.

No more excuses.

You’re human. Things can feel overwhelming at times. That’s okay.
But at some point, it’s about making a decision. Taking action. And holding yourself accountable.

Tell a friend. Book an appointment. Hire help. It all works.

I’ve been training with my personal trainer Mounir (@iwannaburnfat) for over six years. Without his accountability? I would have quit in week three.

So… what’s your version of my messy office?

The thing you see every day but try to ignore?
I challenge you: call it out. Make a decision. Take one small step. Today.

And if you're curious—yes, I'll share a before-and-after photo of the office. Just to keep myself accountable, too.

Now tell me… what’s your “office project”? Please send me a message —I’d love to hear about it.

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 Greetz to stay up to date. 

 

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Bringing Customers Back: The Power of Memorable Moments in Customer Experience

As a passionate advocate for customer experience, I’m always looking for ways to make CX not just effective, but extraordinary. That’s why, in my latest episode of CX Leadership Talks, I introduced a new framework that’s close to my heart: the CX Boomerang. This isn’t just about checking off boxes—it’s about creating business value by crafting experiences your customers will remember and return to, time and time again. 

Why Memorable Experiences Matter More Than Ever

We live in an era where simply meeting expectations is no longer enough. To build lasting loyalty, we must focus on what customers actually remember: the standout moments that shape their memory of your brand. Insights from Daniel Kahneman’s research on the “experience vs. memory” gap show us that people remember the peaks and the endings, not every interaction. If you want customers to return—just like a boomerang—your CX must intentionally create these moments. 

Introducing the CX Boomerang model

Drawing inspiration from the Forrester CX Triangle and the practical wisdom of *The Power of Moments* by Chip and Dan Heath, I’ve developed the CX Boomerang model. What sets it apart? Its four distinct pillars: 

  • Effective – Meet real customer needs and solve tangible problems. 
  • Easy – Reduce friction and make every interaction seamless. 
  • Enjoyable – Infuse delight, personality, and that all-important human touch. 
  • Memorable – Create signature moments that leave a lasting impression of your brand on your customers’ minds. 

When you strike the right balance between business value and customer value—aligning these four Es—you don’t just serve customers; you turn them into loyal advocates. 

From Theory to Practice: Small Moments, Big Impact

My mission as a CX educator is to make customer experience practical and actionable. Here are a few simple but powerful examples from the episode: 

  • Coolblue’s laundry delivery: Not only do they deliver and install your machine, they also take away the old one—a seamless, hassle-free transition that customers rave about. 
  • Emirates’ Polaroid keepsake: A first-class upgrade marked not only by luxury, but also by a flight attendant taking a Polaroid to commemorate the occasion—transforming a flight into a cherished memory. 
  • Greeting Cards for Dental Practices: When a patient cancels an appointment due to illness, a handwritten “get well soon” card is sent. Is this scalable? Absolutely, when systems and culture align. 

These are more than just gestures; they are strategic choices embedded in company processes and culture, designed to ensure consistent delivery and a measurable increase in loyalty. 

Create your own Boomerang effect

Ask yourself—as a CX professional, business leader, or passionate entrepreneur—where in your journey can you create a moment that customers will never forget? Whether you take a comprehensive, constructive approach or start small with a memorable surprise, the return on your effort can be exponential. 

The beauty of the CX Boomerang lies in its scalability and adaptability. It’s not about achieving perfection at every touchpoint, but about designing deliberate, positive highlights that win over both customers and drive business. 

Curious to learn more? Let’s explore this further, together

This episode was created to challenge, inspire, and equip you to take your CX practice to the next level—whether you’re a seasoned leader or just starting out. If you’re ready to transform your customer journeys into drivers of loyalty and growth, I invite you to listen to the full podcast episode here for practical advice, fresh insights, and even more real-life examples. 

You’ll find value not only in the frameworks, but also in the stories and actionable steps you can put into practice right away. And if you’re looking for a keynote speaker, educator, or CX advisor who doesn’t just teach the theory but lives and breathes customer experience, I’d love to connect. 

Let’s create customer moments that bring customers back to your business—again and again. 

Here’s to creating moments that matter and seeing the value of your business come right back to you. 

Want more CX leadership insights? Listen to the full episode, connect with me on LinkedIn, and sign up for my weekly CX Greetz.

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 Greetz to stay up to date. 

 

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CX is a pilgrimage – According to AI

Episode 53 of CX Leadership Talks is unlike anything I’ve shared before.

While I was in Singapore recently, exploring the world of artificial intelligence—from smart chatbots to creative content tools—I had an idea. What if I handed the mic over… to AI?

I gave an AI called Notebook LM access to my book *CX is a Pilgrimage*, and let it do what it does best: analyze, remix, and create. The result? Episode 53 of my podcast, written and narrated entirely by AI. No blue dress. No Nienke voice. Just my ideas, reimagined in a completely new way.

It’s a little weird.
It’s very experimental.
And honestly… it’s kind of brilliant.

I believe in staying curious. In trying things before I fully understand them. In exploring how technology can impact our work in customer experience. This episode is a playful, surprising example of exactly that.

So: Ready to hear what AI thinks about " CX is a Pilgrimage"?

Listen to episode 53 here.

Let me know what you think. Is this the future of CX storytelling?

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 Greetz to stay up to date. 

 

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The Boomerang Effect: How a Hidden Bar Inspired a New Customer Experience Model

Last week, I had the pleasure of visiting Singapore —and what a week it was! I spoke at the APSS Speaker Summit, met some fabulous fellow professionals, and on one unforgettable evening, hosted The CX Game at a local CX Meetup. A big thanks to Avi Liran for the connection and Irene Lim for organizing the event. And no, we didn’t meet in a conference room. Not in a hotel ballroom. But in a hidden speakeasy cocktail bar, tucked away inside a historic colonial building: Chandu Bar.

And that evening? It didn't just stick with me.
It sparked a whole NEW CX insight.

Let me explain.

I had the honor of speaking to a group of 30 Certified Speaking Professionals—I might say, the crème de la crème of the speaking world. From Australia to Malaysia, from the U.S. to India. Many of them offer keynotes and training—and I wanted to help them think through the customer experience they provide. I started with the fundamentals: the Forrester CX Pyramid—Effective, Easy, Enjoyable. But I felt… something was missing.

Because truly exceptional experiences?
They don’t just meet expectations; they aren’t just easy and enjoyable. No, those professionals want their experiences to be memorable—to stick with you. Not just their stage presence, but throughout the entire customer journey.

So I played around with the Forrester CX pyramid and… added a fourth layer: Memorable.
And that’s how the Boomerang CX Model was born, to show how great CX brings customers back. How to get repeat business (and boost ROI)!

Introducing the Boomerang CX Model

Let’s walk through the layers, and I’m using that night at the Chandu bar as an example—to make it practical:

✅ Effective – Meeting Needs

Chandu Bar, tucked away inside The Robertson House, does exactly what it promises: a carefully crafted cocktail experience in a luxurious, historic setting. From the welcome to the drink menu, it delivers.

✅ Easy – Effortless

Having trouble finding it? It’s a little tricky (as all good hidden bars are). But once you’re inside, it’s smooth sailing. Quick, attentive service. Clear communication. Delicious drinks, no hassle. Even the ordering process was a breeze.

✅ Enjoyable – Positive emotion

The vibe? Spot on. Jazz playing in the background. Thoughtful interior design that pays homage to the past, because this was the place where Dr. Robertson entertained his inner circle—smoking opium and doing business. And staff who genuinely enjoy sharing the bar’s story. I could feel their pride and passion; it was infectious.

✅ Memorable – Lasting impressions

Now here’s the magic: the coin.
A symbolic token shaped like the moon, a nod to the word “Chandu” (which means “opium” in Malay and “moon” in Hindi). The bartenders sometimes give this as a gift to special guests, inviting them back for a drink, no strings attached.

That night, Kuma and Carlo, our wonderful hosts, gave me one, too. A small gesture, yes. But one I’ll never forget. It’s now sitting on my desk in the Netherlands, and I’ll always think back on those CX game nights at the Chandu bar.

That’s the Boomerang. That’s what brings people back. That’s what turns a good experience into a story you share with your friends, and why I gave the bar a five-star review on Google and will tell all my friends to go there.

How to apply this to your CX leadership:

There are two questions worth asking when it comes to being memorable, and I'd like to share them with you:

  1. What do your customers remember now about your organization’s customer experiences?
  2. Where in your journey could you include a memorable moment—like the Chandu coin?

So now, dear CX friend, I’d love to hear your thoughts.

What do you think of the Boomerang CX Model?
Does it speak to you? Would you add or change anything? Would you use it? Feel free to share your thoughts in the comments!

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 Greetz to stay up to date. 

 

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Bold Moves for a Customer-Centric Future: Three CX Shifts for 2030

In an increasingly competitive and dynamic business environment, customer experience must go beyond incremental improvements. It is time for bold, visionary moves that redefine how organizations prioritize, design, and deliver customer value.

During my recent keynote address at the Asia Professional Speakers Singapore Convention, I was asked to share an “Amplified Imagination”—a forward-looking vision for the future of customer experience. This question challenged me to look beyond today’s best practices and imagine the transformative shifts that could truly embed customer centricity at the core of business strategy by 2030.

Here are three bold moves that I believe will shape the CX landscape over the next decade.

  1. From Optional to Essential: CX Leadership at the Core of Strategy

By 2030, customer experience leadership must no longer be viewed as a support function or a “nice-to-have.”

The bold move is this: every organization—from startups to global enterprises and governments—should have a Chief Customer Experience Officer (CCXO) at the boardroom table, with full strategic authority and a dedicated budget.

CX leadership must drive business growth, innovation, and operational excellence. Customer needs, expectations, and feedback should influence every strategic decision at the highest level. Organizations that fail to embed CX leadership into their structure will be outpaced by those who recognize that sustainable growth is built through exceptional customer relationships.

  1. Empathy in Action: Virtual Reality as the New CX Compass

Empathy has long been touted as essential to customer-centricity. However, in many organizations, it remains an abstract concept rather than an operational practice.

The second bold move: transform customer journey mapping from a theoretical exercise into a fully immersive, real-life experience through Virtual Reality (VR).

By 2030, CEOs, executives, and frontline teams must be able to put themselves in their customers’ shoes—literally. VR technology will allow organizations to experience pain points, emotional highs and lows, and service gaps from a first-person perspective.

When empathy becomes an embodied experience rather than an imagined one, customer-centric decision-making will naturally become the norm. Businesses that adopt this technology will no longer have to guess what customers are feeling; they will know.

  1. Measure what matters: Publishing CX Results

Today, customer experience metrics such as NPS, CES, and loyalty scores are often shared internally—if at all. Financial KPIs dominate external reporting. This creates a disconnect between what organizations claim about customer centricity and what they transparently measure.

The third bold move for 2030: legally require the publication of Customer Experience Scores alongside financial results.
Metrics for customer satisfaction, ease of use, and loyalty should be disclosed in annual reports and investor communications.

Public accountability will drive a genuine commitment to CX excellence. It will empower customers, investors, and employees to make informed decisions based not only on financial performance but also on customer-centric integrity. Organizations that truly value their customers will set themselves apart, while those that fail to deliver will face real consequences in terms of market trust and brand loyalty.

Leading the CX Revolution

These three shifts are not distant dreams. They are real possibilities, ready to be realized by organizations willing to think bigger, act bolder, and place the customer experience at the heart of their future strategies.

The CX revolution will not come about through incremental change. It requires visionary leadership, courage, and a willingness to challenge established norms.

The question is not whether bold moves are needed. The question is: who will dare to lead 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 Greetz to stay up to date. 

 

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Customers Are Part of the System: What Every CX Leader Should Know

We often view customer experience as something we create. We design customer journeys, address pain points, and work to improve NPS. But what if we’re only seeing part of the picture?

In the latest episode of the CX Leadership Talks podcast, I had the pleasure of speaking with Sarah van der Wiel. She is an organizational consultant, the founder of Met Klanten, and the creator of Customer Constellations. Sarah brings a completely fresh perspective to the table—one that challenges many of our assumptions as CX leaders.

Her core message? “
” Customers are not outside the system. They are part of it.

That sentence alone is enough to make you stop in your tracks. Because if that's true, then the way we view and resolve customer experience issues needs to change.

Why Systems Thinking Matters in CX.

Sarah explains systems thinking as a way of viewing the entire organizational ecosystem. This includes its structures, people, history, habits, and even its unspoken dynamics. All of these elements interact and create patterns that shape how customers experience an organization, often in ways we don’t realize.

So when we treat long wait times, inconsistent service, or recurring complaints as isolated problems, we may be missing the bigger picture. We are treating symptoms, not causes.

A better question to ask might be: “
” What does this tell us about the system?

A story that really stuck with me.

During our conversation, Sarah shared a powerful example from her work with a telecommunications infrastructure company. In that organization, people referred to “houses” when talking about their installations. The residents—the actual people living there—were invisible in the conversation.

So Sarah made one small change. She started using the word “residents” instead of “houses.” That tiny shift created a huge ripple effect. People began to empathize differently. The customer became human again. From that moment on, the team began setting shared goals, such as opening doors, being invited in, and leaving things tidy—not technical goals, but human ones. The shift in language led to a shift in mindset.

What CX leaders can do.

If you're a CX leader and you've ever felt stuck solving the same problems over and over again, this episode is for you. Sarah invites us to:

  • Look beyond quick fixes and listen to what the system is telling us
  • Explore power, silos, and organizational history
  • Use language intentionally, because the way we speak shapes the way we act
  • Slow down to see the bigger picture and fall in love with the problem

It's not just about being more empathetic. It's about structure, strategy, and creating lasting change.

Want to hear more?

This is one of the most thought-provoking conversations I've ever had on the podcast.

Listen to the podcast episode here.
Connect with Sarah: Sarah van der Wiel on LinkedIn
Learn more: metklanten.nl

If you're facing recurring CX challenges, this episode might just be the push you need to start seeing things differently.

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 Greetz to stay up to date. 

 

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7 Learning Moments That Shaped Me as a CX Educator

In my work as a customer experience speaker, educator, and entrepreneur, I’ve learned one thing for sure: no one becomes a great CX leader by accident.

It takes reflection.
It takes consistent learning.
And, sometimes, it takes a really lousy course to spark something brilliant.

To celebrate the 50th episode of my podcast, CX Leadership Talks, I reflected on the seven learning moments that shaped who I am today. These are the real stories behind how I became a CX educator—stories that will inspire you, whether you’re leading CX in a corporate role, building your own business, or exploring what’s next.

So if you’re someone who believes in growth, values education, or just loves a good behind-the-scenes CX story, this one’s for you.

Learning Moment #1: The Terrible Course That Started It All

Let's start with the low point.

In 2016, I booked a two-day CX course in London to prepare for my CCXP certification. It looked promising, but the experience was underwhelming. The trainer I had signed up for wasn’t there. The sessions were cut short. The food was bad. I came home frustrated and completely unprepared.

But that disappointment became the spark that launched my own CX training practice. I realized: I can do this better. That course gave me direction and, ultimately, it helped me build a business that has now trained over 1,000 CX professionals.

Lesson: Sometimes the worst investment turns out to be the most powerful pivot.

Learning Moment #2: Disney Institute – Service Excellence in Action

In 2019, I took the Service Excellence course at the Disney Institute in Orlando.

This was a CX training experience I’ll never forget. The materials were stunning. The group was large, but energizing. And the schedule was tight: early mornings, engaging sessions, and—most memorably—a field trip into the park itself to see their service keys in action.

And yes, I left wearing Minnie ears. That cap is still sitting next to my desk as a reminder:

Great customer experiences don't happen by accident.

They are designed (and delivered) with purpose.

Learning Moment #3: Zappos – Seeing Culture in Action

On the same trip, I visited Zappos HQ in Las Vegas. As a fan of *Delivering Happiness*, I had high expectations. And Zappos exceeded them all.

I toured their offices, interviewed leaders, and saw firsthand what it really means to “deliver WOW through service.” One moment stood out: after joking about not being able to find an avocado in Las Vegas, a Zappos team member actually brought me three.

This wasn't about avocados. It was about customer-centric behavior that lived up to the company's promise at every level.

Lesson: Don’t just write down your promises to customers. Prove them, in small, human ways.

cx leadership

Learning Moment #4: Harvard Business School Online – Fierce Focus

During the pandemic, I enrolled in several courses at Harvard Business School Online, including “Power and Influence for Positive Impact ” and “Business in Society.” I earned two diplomas, and let me tell you: these weren’t just passive video lessons.

If you didn't complete your assignments each week, you were out.

What I loved most was the rigor of the structure and the depth of the content. I still use models from these courses in my work, especially in the CX Leadership Masterminds I run for Dutch professionals.

Lesson: The best learning environments don’t let you drift. They challenge you to be present.

Learning Moment #5: Jane Anderson – Business by Design

In 2024, I flew to Australia to attend a two-day training session with Jane Anderson, an expert in B2B branding and content for female entrepreneurs.

Her approach to content creation, business development, and client nurturing made me rethink how I run my company. I fell in love with her Pink Sheet Method, which I now use to structure my thought leadership content.

Lesson: Learning from someone who speaks your language—both professionally and personally—can help you gain clarity and confidence more quickly.

Learning Moment #6: Communities & Events – Learning with Peers

Over the years, I’ve consistently learned from CX and public speaking communities. I’m an active member of CXPA, the Professional Speaking Association, and other international networks. I’ve attended and spoken at global events, from the CX Leaders Advance in the U.S. to the Global Speaker Summit in Bali.

These events aren’t just about keynote speeches. They’re about connection, reflection, and staying curious about how others lead and learn.

Lesson: Your growth increases when you learn with others, not just for yourself.

Learning Moment #7: Masterminds – Learning That Lasts

For the past five years, I’ve been part of several mastermind groups—groups of peers who challenge me, hold me accountable, and push me to think bigger.

Right now, with Mia Liljeberg. We meet in person twice a year, dive deep into strategy, and help each other stay focused in between. It’s where ideas become action. It’s where personal leadership evolves.

So much so that I incorporated the concept into my own CX work. I now lead CX Leadership Masterminds, designed for corporate professionals who want to lead customer experience with greater clarity, confidence, and consistency.

Lesson: Having the right people around you will help you grow faster—and achieve more—than you ever could on your own.

What's in it for you?

These 7 learning moments have shaped the way I lead, speak, and teach about customer experience today. But more importantly, they’ve taught me how to help others lead more effectively.

In episode 50 of my podcast, I break down each of these stories in more detail and share practical insights you can apply to your own CX journey.

So whether you’re walking the dog, commuting to work, or eavesdropping during a team meeting, tune in here and listen to “What Harvard, Zappos, Disney, and a Terrible Course Taught Me (That You Can Use to Grow as a CX Leader).”

Final thought

If you’re a CX leader, your growth matters.
Not just for your own confidence, but for the customers, teams, and organizations you influence every day.

Invest in yourself. Join communities. Reflect often. And never stop learning.

That’s how we make the customer experience a success.

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 Greetz to stay up to date. 

 

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Get Out of CX Autopilot: 10 Leadership Questions to Reignite Your Strategy

Wow. Just wow.

Last week I hosted three CX Story webinars, and let me tell you—what an experience. CX leaders from around the world tuned in, ready to hone their stories and take their game to the next level. If you were one of them: thank you. Your energy, your openness, your curiosity… it was electric. ✨

And yet—I have to be honest.

As I read through the draft stories that the participants shared, something stood out.

They were good. Thoughtful. Structured.
But also? A little safe.

I saw strategies that explained more than they inspired. Leaders who skirted the issue of urgency instead of owning it. And it hit me again—just how easy it is to slip into CX autopilot.

That’s exactly why I do this work.
To be your friendly CX Kick-in-the-Butt.
To remind you (and myself!) that playing small isn’t the goal.

We’re here to inspire. To challenge. To bring about real change.
And that means leading differently.

So here’s a little gift for you: 10 bold questions that might just shake things up.
It takes about 10 minutes to reflect on them—but don’t say I didn’t warn you…

⚠️ Side effects may include: sudden breakthroughs, major insights, and a renewed passion for CX.

Five CX Questions to Rekindle the Magic

  1. If I were a customer of my own company today… would I come back tomorrow?
    → Walk through your own journey with fresh eyes and be brutally honest.
  2. Have I spoken to a real customer this month? Or am I stuck in a meeting bubble?
    → Step away from the dashboards. Real stories matter more than slides.
  3. Which part of our customer journey makes me cringe a little? What am I doing about it?
    → Don’t look away—look closer. That’s where your next win is waiting.
  4. Are we collecting feedback… or are we actually listening?
    → Ask yourself if insights are leading to real action or just sitting in a report.
  5. What’s my CX dream for this year, and am I telling that story boldly enough?
    → Inspire others by sharing your vision, even if it’s still a little rough around the edges.

Five Questions to Unleash Your Inner CX Superhero

  1. How am I making CX the business priority—not just a business priority?
    → Influence begins when you can explain why CX matters right now in every setting.
  2. If I had to sketch out our CX strategy on a napkin, could I? Would it make sense to others?
    → Simplicity is power. If it’s clear to you, it’ll be clear to others.
  3. What’s one decision I’m avoiding that could boost momentum if I just dared to be bold?
    → Don’t wait for perfection. Progress comes from bold, even imperfect moves.
  4. Am I strategic when it comes to my stakeholder engagement, or am I avoiding engagement with senior leadership?
    → Be honest. Are you building real influence at the right level, or are you staying safely in your comfort zone?
  5. Am I learning and growing as a CX leader, or am I stuck in a rut?
    → Growth isn’t a luxury. It’s the fuel that keeps your CX engine running. (Yes, I’d love to explore my CX Leadership Masterminds with you.)

Here’s the thing:
CX leadership isn’t about doing more.
It’s about doing things differently. More intentionally. More strategically. And yes—more boldly.

Honestly? Life gets easier when you lead this way.
More impact, less noise.

That’s exactly what we’ll do in my Dutch CX Leadership Masterminds program. We’re kicking off again in May, and I can’t wait. It’s eight months of deep reflection, strategic growth, and brainstorming with a group of brilliant peers.

There are still a few spots available—want to find out if this is right for you?
Send me an email. I’d love to help you take your CX leadership to the next level, too.

Get out of autopilot mode. Aim higher. ACT.

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 Greetz to stay up to date. 

 

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Why Your CX Story Needs Duct Tape (Yes, Really)

In our bright orange retro Volkswagen T3 camper—her name is Beatrix, after our former Dutch queen—there’s always a roll of duct tape in the glove compartment. She’s a classic. She’s fun. And she’s not without her quirks.

When the mirror breaks, the fridge door flaps open, or some mysterious knob decides it’s had enough… out comes the duct tape. It sticks. It saves the day. It holds things together when nothing else does.

And honestly? That’s exactly what your Customer Experience story should do.

It should stick like duct tape.

sticky CX story

The frustration of not being heard

If you’ve ever walked out of a meeting wondering why no one remembered what you said last week—or worse, felt like your carefully crafted CX strategy went in one ear and out the other—you’re not alone.

I’ve worked with hundreds of CX leaders—brilliant, experienced professionals with solid plans, good data, and a vision for customer-centric transformation. And yet… their story just didn’t resonate.

Why? Because it wasn't sticky enough.

What makes a story memorable?

In episode 49 of my podcast, CX Leadership Talks, I explore this very issue. And more importantly, I share a solution you can put into practice right away: the SUCCES formula from the book *Made to Stick* by Chip and Dan Heath.

If you want your strategy to be remembered, repeated, and shared, this formula is worth its weight in gold.

Let's break it down:

  • Simple – Strip your message down to its core. One idea. One line. No 43-slide presentations.
  • Unexpected – Surprise your audience. Break their routine. Make them look up.
  • Be Specific – Use real stories, real names, and real numbers. Help people understand what you mean.
  • Credible – Back up your message with data, examples, and support from leaders.
  • Emotional – Move people. Use stories that touch the heart, not just the mind.
  • Stories – Bring your message to life. Because people remember stories, not spreadsheets.

If you want your CX story to drive change, you need more than just logic. You need storytelling that resonates. That’s where real transformation begins.

A compelling story starts with structure

In the podcast, I also explain how the SUCCES principles align perfectly with my CX Story Blueprint— the tool I use with leaders to help them build their own business change narrative.

Your CX story should include:

  • A personal connection (why this matters to you and connects you with your audience)
  • A sense of urgency (why now?)
  • A clear strategy (What’s your CX plan?)
  • A call to action (What should people do?)

When you combine this structure with the SUCCES elements, something changes. People don’t just hear your message—they remember it, and they act on it.

Want to craft your own memorable CX story?

If this resonates with you and you’re ready to take action, I invite you to join one of my free CX Story Webinars. In just one hour, you’ll apply the CX Story Blueprint and test your message against the SUCCES formula. You’ll leave with a stronger, clearer story—ready to inspire and drive change.

Here are your options:

  • Monday, March 25 – Dutch Lunch Edition
  • Tuesday, March 26 – International (English)
  • Wednesday, March 27 – Encore session

Register here

Your strategy deserves to be heard

Let me leave you with this: You don’t need another slide deck. You need a story that people feel, remember, and share.

A story that sticks like duct tape in an orange camper van named Beatrix.

Tune in to the podcast. Join the webinar. Let’s make your CX story unforgettable.

Listen to episode 49 here

Sign up for the webinar

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 Greetz to stay up to date. 

 

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How to Get Your Organization to Recognize the Urgency of CX

If you can’t explain the urgency of customer experience (CX), who can? As CX leaders, we often struggle to make CX a top priority within our organizations. People nod in agreement when we talk about improving customer experiences, but when it comes to the budget, resources, or executive buy-in—suddenly, other priorities take center stage.

So how do we get our organizations to recognize the urgency of CX?

This was the focus of my latest podcast episode, in which I explored why urgency is the missing link in many CX strategies and how to communicate it effectively. If CX is viewed as “important but not urgent,” action will always be put off. And we simply can’t afford that.

Why the Urgency of CX Is a Challenge

For many organizations, CX feels like a long-term investment rather than an immediate business necessity. But when CX is deprioritized, customer dissatisfaction builds up, loyalty erodes, and competitors gain an edge.

Some common signs that a sense of urgency is lacking:

  • Leadership says, “Great plan!” but doesn’t allocate a budget.
  • Employees view CX as “extra work” rather than a core business function.
  • Customers keep complaining about the same issues year after year.

If these challenges sound familiar, it’s time to make your sense of urgency more compelling.

The CX Time Trap: Why Organizations Delay Action

One of the biggest pitfalls in CX leadership is the CX Time Trap—when CX initiatives are always seen as important but not urgent. When leadership is focused on short-term KPIs like quarterly revenue, CX improvements can feel like something that can wait until next year… and the year after that.

The solution? Make the urgency of CX undeniable. Here’s how:

Three Common Mistakes CX Leaders Make When Communicating Urgency (and How to Fix Them)

  1. Mistake 1: Relying on data without storytelling
    Numbers alone don’t drive action. CX leaders often say things like, “Our NPS dropped by 3 points” or “Churn increased by 2%.” But numbers don’t create emotional impact.
    Fix: Pair data with real customer stories.
    Example: Instead of “NPS dropped, ” say: “Last month, a customer who had been with us for 10 years left because they felt like we didn’t care about their experience.” That’s powerful.
  2. Mistake 2: Positioning CX as a long-term goal, not an immediate business issue
    If CX is framed as a “future ambition,” it will never be treated as urgent. Leadership might agree that CX is important, but without immediate relevance, it will always be pushed aside.
    Fix: Tie CX to a burning platform issue.
    Example: “Our top competitor just launched a digital self-service platform, and we’re still relying on outdated processes. If we don’t act now, we will lose customers.” This makes CX a problem for today, not for tomorrow.
  3. Mistake 3: Not linking CX urgency to business goals
    Executives don’t just care about customer satisfaction; they care about growth, cost savings, and competitive advantage. If CX urgency isn’t connected to these priorities, it won’t get leadership attention.
    Fix: Frame CX as a business enabler.
    Example: “Our mission is to make financial services accessible to everyone. Yet, our digital onboarding process takes 48 hours, while competitors offer a 5-minute signup. If we don’t fix this, we will lose customers and revenue.”

How to Create an Unstoppable CX Urgency Statement

If you want your organization to recognize the urgency of CX, you need to craft a message that resonates. Here’s a simple three-step formula to help:

  1. Applies to: Where we come from
    Example: “We’ve built a strong brand, but customer trust is declining.”
  2. Present: The Crisis or Opportunity NOW
    Example: “We are losing customers because our competitors offer seamless digital experiences, and we don’t.”
  3. Future: What happens if we don’t take action?
    Example: “If we don’t adapt, we will lose X% of our customers over the next 3 years, which will impact our revenue and market position.”

This approach ensures that your statement of urgency is not only understood—but also felt.

Join my "CX Story" webinar to refine your urgency narrative

Want to craft a CX urgency statement that gains leadership buy-in and drives real action? In my CX Story Webinar on March 25 & 26, I’ll walk you through:

  • How to Make CX an Urgent Priority in Your Organization.
  • Real-life examples of companies that successfully shifted their leadership focus.
  • A structured approach to creating your own CX urgency message.

Seats are limited –Register here to secure your spot!

No sense of urgency = No action. Let’s change that.

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 Greetz to stay up to date. 

 

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