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Start 2025 with a Purpose: A CX Leader’s Guide to Goal Setting

Happy New Year! Happy New Year!

A new year has arrived, and with it comes an opportunity to reflect, reset, and recharge. As always, I kicked off the new year by setting clear goals—though this year… I was a little late. On January 5th, I set aside time in my calendar to map out where I want to go, both personally and professionally. This annual ritual is inspired by Rachel Brathen’s From the Heart podcast (yes, the artist formerly known as Yoga Girl).
Since this practice has been so impactful for me, I thought: why not create something similar for you, my fellow CX leaders?

January 6: A day for revelations and fresh starts

Here’s a fun fact: today is January 6—Epiphany! Known as “Three Kings’ Day” in many cultures, it’s a day traditionally associated with revelations and fresh beginnings. So, what better day to have your own CX epiphany and start planning your 2025 goals with intention?
I’ve recorded a podcast to help you set purposeful goals and lead with clarity this year. But before you hit play, let me share three reasons why intentional leadership is critical for CX leaders like us:

1. Intentional goals inspire confidence in teams

Teams thrive under leaders with clear, intentional goals. According to Deloitte’s Global Human Capital Trends, 80% of employees value clarity and purpose in leadership decisions.
As a CX leader, your team looks to you for direction. By communicating a purposeful vision, you foster trust and inspire your team to rally behind the mission.

2. Intentional leadership reduces decision fatigue

Leaders make an average of 35,000 decisions per day. For CX leaders, this involves juggling emails, customer requests, and team challenges—all of which can lead to decision fatigue if priorities aren’t clear.
By leading with intention, you simplify decision-making, focusing only on what truly matters for your customers, your team, and yourself.

3. Intentionality fosters alignment and focus

When you set purposeful goals, your entire organization benefits. According to McKinsey, organizations with aligned leadership achieve 40% more measurable impact.
For CX leaders, this means better strategies, better results, and—most importantly—happier customers.

Your chance to lead with purpose

This is your moment to pause, reflect, and set aside time to work intentionally—not just for yourself, but for your team, your organization, and the customers you serve.
To help you get started, I’ve recorded a podcast episode where I reflect on the past year and guide you through setting impactful goals for 2025. Listen here.

Let’s take your CX leadership to the next level in 2025

This year, I’m committed to connecting with you through newsletters, podcasts, webinars, masterclasses, and personalized CX leadership mentoring. Let’s work together to elevate your leadership and make 2025 your best year yet.

And of course, there will be more "blue dress" moments to keep things fun and fabulous!

So, don’t wait—set aside time in your calendar today. Start leading with intention. You owe it to yourself, your team, your organization, and the customers who count on you.

Here’s to a fantastic 2025 filled with purpose, CX storytelling, and leadership growth!

P.S. If you've already listened to the podcast, let me know what your goals are for 2025—I'd love to hear 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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Reflecting on 2024: 5 Themes to Guide Your Year-End Review (+ podcast)

As the year draws to a close, it’s the perfect time to pause and reflect on what 2024 brought to your CX leadership journey. Often, we’re so focused on what’s next that we forget to celebrate our achievements, learn from our challenges, and refocus our energy for the future.

That’s why I’ve dedicated my latest episode of the CX Leadership Talks podcast to helping you reflect deeply and meaningfully on the past year. In this episode, I walk you through five themes that will guide your reflection process. Whether you’re a CX leader driving change in a large organization or a consultant managing diverse projects, these themes will resonate with you and help you uncover insights that will fuel your growth.

The 5 themes for reflection

  1. Impact and Results
    Start by looking back at your accomplishments. What metrics defined your success in 2024? Did you achieve your goals, and which CX projects had the most significant impact? This is your chance to celebrate your successes and learn from what didn’t go as planned.
  2. Strategy and Purpose
    Reflect on how well your CX strategy aligned with your organization’s goals. Did you secure a seat at the strategic table? Did you articulate a clear sense of urgency for customer centricity? This theme challenges you to evaluate whether you’re driving a future-proof vision.
  3. Engagement and Cultural Change
    How did you inspire and engage others in 2024? From senior leadership to cross-departmental collaboration and customer engagement, reflect on the relationships you built and the cultural shifts you influenced. What worked, and where could you do more?
  4. Personal Growth and Development
    Your growth as a leader is just as important as your professional results. What steps did you take to expand your CX expertise, authority, and network? Did your actions align with your values and purpose? Take a moment to acknowledge your personal achievements and identify areas for further development.
  5. Work-Life Balance and Well-Being
    This final theme focuses on you as a whole person. How well did you manage stress and maintain balance? Did you make time for health, inspiration, and joy? Your well-being is the foundation of your leadership, so don’t skip this critical reflection.

Ready to reflect? Let's do this together!

In the podcast, I offer practical prompts and examples for each theme to help you get started. To guide your reflection even further, download the free PDF with 17 questions covering topics such as impact, strategy, personal growth, and work-life balance. I also share some personal highlights (and challenges) from my own 2024, including how I’ve learned to make reflection a meaningful and energizing ritual.

This isn’t just a “listen and go” episode—it’s an invitation to dive deep, jot down your thoughts, and reflect on the year. Grab your journal, a cup of tea, and some quiet time to join me on this reflective journey.

Listen to the podcast now.

Make time for yourself, your personal growth, and your leadership. Let’s close out 2024 with clarity, gratitude, and inspiration for what lies ahead.

Let me know your biggest insight from the reflection process!

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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Budgeting for Impact: A CX Leadership Approach (+ podcast)

Hello, CX Leadership enthusiasts! Welcome to a conversation that is as vital as it is often underestimated: budgeting. As CX leaders, it’s crucial to understand that no budget means no results. In the latest episode of CX Leadership Talks, we’ll explore how effective budget management can help you achieve exceptional outcomes within your organization, your team, and your role as a leader.

Why is budget important? Just like Global CX Day, understanding your budget is a key factor in driving customer experience success. It’s the foundation on which you can build impressive results. By tailoring your budget strategy, you can increase your influence, pioneer initiatives, and lead with impact. I’ll guide you through this in three levels, breaking down the nine pivotal initiatives that will elevate your CX strategy.

So, how do you make sure your budget works for you? Here we go, step by step:

1. Organizational Level

  • Customer service projects: Collaborate with operational budget managers in frontline roles to boost customer engagement and reduce costs.
  • Digitization and technology: Partner with IT to develop digital tools and integrate AI, aligning future-oriented projects with CX objectives.
  • Future State and Innovation: Combine strategic planning and prototyping to secure R&D or strategy budgets that drive innovative CX ideas.

2. Team/Program Level

  • Employee engagement and culture: Consolidate HR budgets to align the employee experience with the customer experience, thereby improving recruitment and onboarding processes.
  • Leadership development programs: Incorporate CX lessons into leadership training to ensure that the customer is always part of the executive mindset.
  • Shared budget collaborations: Identify and leverage existing budgets, fostering alliances across departments to drive CX projects.

3. You as a Leader

  • Understanding Budget Processes: Learn the ins and outs of budget processes in your organization, including timing, decision-making, and proposal formats.
  • Tailor budget pitches: Craft your pitches to align with the priorities of decision-makers, linking CX initiatives to business goals.
  • Propose pilot projects: Obtain approval for small-scale, well-defined projects that can be scaled up based on their success—starting modestly with visible results.

Budget strategy isn’t just an annual exercise. It’s about thinking strategically, looking two or three years into the future, to keep evolving in line with industry trends and organizational goals.

By securing funding, collaborating, and innovating within your budget strategy, you’ll ensure that resources are available to maximize your team’s impact. Now is the time to assess: Do you have a budget that’s aligned with your objectives? Who are your allies on this budget journey? The answers could transform your growth in the coming years.

Finally, remember: actively participating in the budgeting process and strategizing effectively will strengthen your leadership role, demonstrating the value of your initiatives to the entire organization. What’s the most important lesson you’ve learned from our exploration of budgeting? Share your thoughts with me—I’d love to hear them!

Let’s lead the way toward a more impactful CX year ahead. Here’s to shaking up leadership and seizing every budget opportunity!

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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Personalized Customer Experience: The Power of Handwritten Notes in a Digital World (+ podcast)

In an age where digital communications dominate, the charm and impact of handwritten notes in business are more relevant than ever. Our latest episode of CX Leadership Talks explores how integrating this personal touch into customer journeys can foster meaningful relationships and set a brand apart. Here, we’ll outline five strategic points in the customer journey where handwritten notes can be incorporated and explore the benefits of scaling this practice. 

Five opportunities to use handwritten notes:

  1. Post-purchase thank-you messages: After a customer makes a purchase, sending a heartfelt handwritten note expressing gratitude can significantly strengthen the relationship. This touchpoint transforms a transaction into an expression of appreciation, reinforcing customer loyalty.

  2. Birthday and holiday greetings: Celebrating personal milestones with handwritten cards not only delights customers but also shows thoughtfulness and care that go beyond typical business interactions. It’s a subtle yet powerful way to keep your brand top-of-mind.

  3. Apology and Win-Back Strategies: When things go wrong, a sincere apology in the form of a handwritten note—perhaps accompanied by a goodwill gesture (such as a discount or a free gift)—can turn service glitches into opportunities to foster positive customer sentiment.

  4. Special occasions and anniversaries: Celebrate special events related to your business and your customers’ involvement. This could be a note congratulating them on an anniversary of using your services or thanking them for attending a special event.

  5. Surprise and delight initiatives: Beyond expected occasions, sending random notes of gratitude or surprise gifts can delight customers. These gestures, when least expected, can lead to delighted customers who are eager to share their positive experiences. 

Benefits of scaling handwritten notes:

  • Personalization at scale: When thoughtfully integrated, automation technology enables businesses to extend personalized touches to a wider audience without losing the charm of handwriting, creating memorable interactions on a larger scale. 
  • Consistency in the customer experience: By automating these processes, businesses ensure that every customer receives a well-crafted, consistent message that aligns with your brand ethos, eliminating the inconsistencies that come with manual efforts. 
  • Operational efficiency: Reducing the volume of handwritten notes lessens the manual workload on employees, allowing them to focus on other strategies to enhance the customer experience while still ensuring that every client receives a personal touch. 
  • Cost-effective personal touch: Automated systems for handwritten notes can create the same deeply personal connection without driving up human resources costs, making this practice sustainable even for growing businesses. 
  • Increased customer engagement: Handwritten notes often evoke stronger emotional responses than digital messages. Scaling this approach allows you to fully tap into this potential for engagement, improving customer retention and lifetime value. 

Ultimately, while technology supports operations, the sentiment behind handwritten notes—that genuine appreciation and effort to connect—remains powerful. Using these notes strategically throughout the customer journey can revitalize a brand’s relationship-building efforts and leave a lasting impression on customers. Embrace this approach, and watch as stronger bonds and loyalty flourish in your business.

Are you eager to learn more about how personalized communication can transform your customer experience? Don’t miss our latest episode of CX Leadership Talks.

In this conversation, Nienke Bloem sits down with David Wachs, the CEO of Handwrytten, to explore how businesses can combine the charm of handwritten notes with the power of automation. You’ll hear real-life success stories, practical tips, and insights on making every customer feel valued. Tune in now for an inspiring look at the future of authentic customer connections!

 

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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Three Ways to Put System 2 Thinking into Practice for CX Leadership

Welcome to CX Leadership Talks, where we take an in-depth look at the world of customer experience management and leadership. In this episode, our host Nienke Bloem reflects on a crucial aspect of decision-making—the interplay between conscious and unconscious thinking.

Do you, too, sometimes go through life on autopilot? And in our CX leadership roles, we can miss out. So… Drawing on insights from Daniel Kahneman’s work on System 1 and System 2 thinking, Nienke shares real-life examples and practical tips for CX leaders to cultivate a more conscious approach to decision-making.

Nienke highlights three compelling examples from her mentor calls, demonstrating how conscious decision-making can lead to more strategic project selection, effective stakeholder engagement, and compelling storytelling within organizations. With practical advice and actionable takeaways, she encourages CX leaders to make conscious decisions, engage in System 2 thinking, and refine their approach to communication and project management.

Join us as we explore the value of making more deliberate choices, the impact of conscious decision-making on leadership, and how it can lead to greater success and recognition in the CX field.

Whether you’re a seasoned CX leader or aspiring to take on a leadership role, this episode offers thought-provoking perspectives to help you improve your decision-making and leadership skills. Tune in for a dose of inspiration and actionable insights to enhance your CX leadership journey.

Timestamped Overview

00:00 Encouraging conscious decision-making and leadership impact.

05:14 Slow, deliberate, logical; essential for solving complex problems.

08:33 Consider conscious decision-making and project alignment.

12:42 Use multiple models to strengthen your methodology.

3:54 p.m. CX leaders need conscious communication to succeed.

5:01 p.m. Conscious actions lead to better results and recognition.


Want to grow as a CX Leader?

Contact Nienke Bloem through her website,www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. Learn more about Nienke’s educational background:https://www.nienkebloem.nl/en/cx-educatie/

Listen to this episode of CX Leadership Talks here or on any of your favorite podcast apps!

 

*****

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. 

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Nine Tips for Driving Impact Through Closing the Loop

Welcome back to the CX Leadership Talk podcast. In this episode, your host Nienke Bloem takes an in-depth look at the topic of“Closing the Loop” in customer experience management. Drawing on her recent experiences,Nienke shares nine insightful suggestions to enhance your closing-the-loop program, ranging from co-creation sessions and individual feedback research to risk management and reporting on improvements based on customer feedback.

Through engaging and practical tips, Nienke emphasizes the importance of investing in both the outer and inner loops to enhance customer experiences. This episode offers a comprehensive exploration of the challenges, strategies, and practical actions related to the “closing the loop” process in customer experience management. Here are three key takeaways from this episode:

  1. Co-create for impact:Organizing a World Café session to engage all stakeholders in improving the closing-the-loop process can lead to insightful discussions and impactful solutions.
  2. Growth hacking approach: Implementing“Friction Fridays,” where teams come together to solve specific issues, can lead to continuous improvements and boost team morale.
  3. Customer-centric reporting: Reportingon progress toward closing the loop—including improvements in NPS and customer feedback—can provide a transparent view of the organization’s commitment to acting on customer feedback.

Tune in to gain insights from Nienke’s solo episode and discover how to improve and refine your initiatives for closing the loop to new heights.

Timestamped Overview

00:00 CX Leadership podcast: “Closing the Loop Program”

5:53 Improving customer experiences, energizing with practicality.

06:33 Host a World Cafe event for a more in-depth review of the process.

10:10 Clarifying Ownership and Strategy in Customer Feedback.

3:28 p.m. Identify and address risks with strategic solutions.

5:21 p.m. Strategically address major issues every other Friday.

8:49 p.m. Send biannual surveys, track improvements, and communicate.

10:45 p.m. “9 Tips for Enhancing Customer Experience Management.”

The outline above provides a comprehensive overview of this episode's content.

 

In the podcast, Nienke mentions the World Cafe format; you can find out more about ithere.

Want to grow as a CX Leader? Contact Nienke Bloem. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. Learn more about Nienke’s educational offerings:https://www.nienkebloem.nl/en/cx-educatie/

Listen to this episode of CX Leadership Talks here or on any of your favorite podcast apps!

 

*****

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. 

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Pioneering CX in the Pension Industry: Martijn van den Berg’s Blueprint for Success

Welcome to CX Leadership Talks, where we take an in-depth look at the world of customer experience and leadership. In today’s episode, we have a special guest, Martijn van den Berg, who will be sharing his insights on creating meaningful experiences for customers in the financial industry. Martijn leads a CX team at PGB, a leading pension fund in the Netherlands, and has extensive experience integrating customer experience into business strategies.

In this episode

Join us as Martijn discusses PGB’s transformation into a customer-centric organization, his career in the field of business communication, and the importance of internal cultural changes in fostering a customer-centric approach.

Get ready for an engaging and insightful conversation with Martijn van den Berg and host Nienke Bloem as we explore the strategies and principles behind building a customer-centric culture in the financial sector.

About Martijn van den Berg (visit his LinkedIn profile here)

As Lead Customer Experience Management, Martijn is responsible for systematically organizing Pension Fund PGB’s unique and consistent brand and customer experience. The goal is for the fund to distinguish itself in terms of customer focus and to know how to “connect” with its customers. Together with the CX team, Martijn has developed the pension fund’s own CX framework, which consists of four pillars: Strategy & Identity, Market and Customer Insight, Customer Service, and Culture & Organization.

Martijn van den Berg is passionate about customer satisfaction and efficiency. As a Lead Customer Experience Manager, he was inspired by the video “Give ‘em the pickle” by Bob Farrell, about a restaurant manager who opened his second restaurant. In the video, a customer complained about being charged an extra 75¢ for a pickle, which had always been free. This resonated with Martijn, reminding him of the importance of maintaining consistent and fair pricing for customers. This experience helped shape his approach to managing PGB’s customer experience, prioritizing clear communication and fair pricing for his customers.

Want to grow as a CX Leader? Contact Nienke Bloem through her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.

Timestamped Overview

00:00 Making pension products more attractive to customers.

03:38 An exciting meeting to discuss pension strategy.

8:20 a.m. Building a Successful Customer Experience Team.

12:39 Feedback, communication training, strategy implementation, and types of organizations.

2:09 p.m. Understanding strengths, achieving results, and working with enthusiasm.

5:27 p.m. Pension funds must regain trust through customer experience.

10:54 p.m. An improved onboarding process led to better ratings.

24:11 Pension funds—critical to the growth of B2B companies.

30:05 Measurement changed; aiming for 3 stars. Signal management.

32:16 Seek outside perspectives to improve and make progress.

36:44 A woman left the supermarket with an almost empty bag.

41:16 Facebook's strategy emphasizes cultural elements and consistency.

42:03 Building engagement through smart, consistent progress on work.

45:23 3E model, great approach, advice for listeners.

Martijn's Recommendations

Listen to this episode of CX Leadership Talks on Podbeanor in your favorite podcast app!

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Crafting CX Careers: Trends, Traits, and Triumphs with Jo van Riemsdijk, CX Recruitment Specialist

Welcome to CX Leadership Talks, where we explore the world of customer experience leadership with top industry experts. In today’s episode, host Nienke Bloem engages in a captivating conversation with Jo van Riemsdijk. Together, they navigate the intricacies of customer experience management from Jo’s perspective as THE recruiter in the CX field in the UK.

In this episode

Jo shares valuable insights on the challenges and trends in recruiting for customer experience roles, reflecting on how the requirements and skill sets sought by organizations today differ from those of the past. We explore the complexities of securing buy-in from senior leadership—what she calls “managing upward”—the shifting paradigms of the customer experience industry, and the growing demand for digital expertise and change leadership. 

About Jo van Riemsdijk

She is THE Customer Experience Recruitment Specialist, recruiting at all levels, right up to the board level. Together with Kate Baird, she founded CX Talent Ltd, an independent customer experience recruitment consultancy. They match the RIGHT people with the RIGHT jobs in customer experience, digital experience, and service design roles. This spans all levels—from Chief Customer Officer, Customer Experience Director, and Digital Experience Director down to middle management roles—across all industry sectors, covering a wide range of CX disciplines such as strategy, insight, design, digital, service, engagement, loyalty, and success. She is the perfect guest on the show, as she understands what her clients are looking for and recognizes where the best matches are made. She takes a consultative approach and always acts with transparency and integrity. She is always passionate about matching the right people with the right jobs and helping businesses achieve customer satisfaction and profitability.

Clickhereto visit the CX Talent Ltd. website.

Clickherefor the monthly newsletter on LinkedIn from CX Talent Ltd. 

Want to grow as a CX Leader?Contact Nienke Bloem through her website,www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.

Time-Stamped Overview

00:00 UK-based recruitment firm serving international clients.

05:37 Research led to the identification of a gap in the customer experience.

9:30 a.m. Employers are looking for directors with diverse skill sets.

12:01 Customer Experience Manager Roles and Their Impact on Salary.

15:53: A rise in demand for digital design roles has been observed.

7:01 p.m. The key to finding the ideal challenge: “Remember what you bring to the table.”

23:18 Developers want to build communities and attract employees.

26:42 Transition from vendor neutrality to consulting education.

27:47 Stay informed about AI and organizational processes.

33:00 Breaking the leadership paradigm to create greater value.

35:50 Creating an ideal business culture by emphasizing values.

38:03 A detailed client brief and a thorough candidate assessment process.

41:04 Recommend hiring the right person and seeking professional help.

44:24 Prepare, engage, focus, share stories, manage upwards.

Jo's Recommendations

Listen to today's episode here or on any of your favorite podcast apps.

 

*****

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. 

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Navigating the CX Landscape: Strategies for Successful Leaders with CXPA CEO Greg Melia, CAE

Welcome to CX Leadership Talks, where we explore the world of Customer Experience leadership with top industry experts. In today’s episode, Nienke Bloem sits down with Greg Melia, CEO of The Customer eXperience Professionals Association (CXPA), and a seasoned advocate for Customer Experience excellence. They discuss the evolving landscape of customer experience and the role of CX leaders in today’s businesses.

In this episode

Nienke and Greg explore the importance of ongoing training and validation for CX professionals, the potential of artificial intelligence in shaping customer interactions, the significance of the CCXP certification, and the strategic approach to CX development.

Don’t miss this in-depth conversation, which covers the essential competencies for successful CX leaders, the CXPA’s global community, and the valuable insights and practical strategies shared during the discussion.

So, grab a seat and join us as we explore the world of Customer Experience leadership with Greg Melia on CX Leadership Talks.

About Greg Melia

Greg Melia is a passionate advocate for professional associations and certifications. He has dedicated his career to educating and empowering individuals and organizations to understand the importance of belonging to a professional association and earning certifications. With a background in marketing and communications, Greg has a talent for explaining complex concepts in a way that is relatable and easy to understand. He is committed to helping people recognize the value of associations and certifications in their professional development and success. Greg’s engaging and approachable manner makes him a sought-after speaker and consultant in the association and certification field. His favorite memories are those moments when he sees the “aha” moment in someone’s eyes as they finally understand the significance of being part of a professional community and earning a certification.

Want to grow as a CX Leader? Contact Nienke Bloem through her website,www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.

Timestamped Overview

00:00 Career titles, passion for customer experience, CEO role.

05:26 Member of CXPA, working toward the CCXP certification.

09:23 Discussing general topics, trends, and upcoming events.

12:13 Collaborate, support, and align for success.

2:49 p.m. CCXP certification is becoming increasingly valuable in the industry.

7:05 p.m. Salespeople make promises; CCXP ensures customer satisfaction.

8:34 p.m. CX connects people and helps them prepare for career changes.

25:24 AI is a powerful tool, but not a replacement.

27:21 Exploring AI's Impact on Contact Centers.

32:33 Emphasizing the importance of a good CX strategy and branding.

36:30 Stephanie Leheta will discuss developing a multi-year AI strategy.

37:23 Involve people in future vision and planning.

41:08 Reintroduce curiosity, creative problem-solving, iterate.

44:18 Link in the show notes; join the CXPA community.

Greg's Recommendations

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Powering CX with AI: Robbert Dijkstra’s Insights on Leading the Change

Welcome to another episode of CX Leadership Talks! In this episode, Nienke Bloem engages in a fascinating conversation with Robbert Dijkstra, the founder and CEO of Deepdesk. Robbert draws on his wealth of experience in AI technology and innovation as he discusses the implementation of AI in companies and its impact on improving customer experiences.

In this episode

Robbert shares insights on using ChatGPT to implement AI in organizations and provides practical examples of how Deepdesk aligns its vision with customer needs by developing prototypes and gathering valuable feedback. He also explores the impact of AI on organizations, sharing his experiences at DHL, where AI led to significant improvements in customer service.

The conversation turns to the future of AI technology, with Robbert envisioning the emergence of more AI vendors and the development of task-specific AI models. He also shares his thoughts on the rapid increase in the use of AI in everyday software and the possibility of AIs communicating with one another in the future.

This episode isn't just about AI technology; it also offers practical advice for leaders and organizations looking to integrate AI into their operations. Robbert emphasizes the importance of hands-on experimentation with AI, advocates for its integration into daily work processes, and shares valuable insights on building a culture of ownership and responsibility within organizations.

In addition to all this, the episode is packed with valuable tips from Robbert on fostering curiosity and staying up to date with the industry, along with recommendations for valuable content on entrepreneurship.

Tune in to this insightful episode as Robbert Dijkstra and Nienke Bloem delve into the world of AI, customer experiences, and leadership in the contact center industry!

About Robbert Dijkstra

The future is here… and he loves it! Mesmerized as a young teenager by the endless possibilities of the Internet, Robbert is truly passionate about exponential technologies, and digital disruption is what drives him. Shaping a strategic vision for innovation, identifying opportunities, sharing these passions, and collaborating with others to make an impact is what Robbert enjoys most.

Want to grow as a CX Leader?Contact Nienke Bloem through her website,www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.

Timestamped Overview

00:00 Robbert started out young, which led to a role in technology consulting.

04:53 Introduction of AI models in customer service.

07:37 Tailored models require specific training and data. Generative AI uses global data for broader applications.

11:09 Challenges with running AI models in production.

1:16 p.m. Larger companies are better able to handle challenges through trials.

4:20 p.m. AI will be pervasive, personal, and unseen.

21:44 LLM improves the efficiency of software development and implementation.

24:36 Improving organizational processes, agent work, and the user experience.

26:48 Technology trials typically last 3–6 months.

30:53 Customers can customize the dashboard, manage agent communication, and use Knowledge Assist.

32:43 Contact center transformation leading to a cultural shift.

38:54 Struggling to hire junior staff; prioritize mid- to senior-level hires. Customer commitment.

40:46 Agility and execution win hearts and minds.

43:46 Curiosity and problem-solving drive effective perseverance.

48:10 Thank you for the insightful discussion about AI on the podcast.

Robbert's Recommendations

"Doorzetters" Podcast (in Dutch) by Ruud Hendriks and Richard Bross

And as promised, Robbert’s cliffhanger ;-): Ben Evans on “What Matters in Tech?”

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