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I'm...
- A certified Customer eXperience Professional (CCXP) and have been since 2016
- Worldwide one of the ten Recognized Training Partners (RTP) of the CXPA (2017), certified to train CX professionals for their CCXP. I have already trained hundreds of professionals through our CX Masterclass.
- A certified Speaking Professional (CSP) and therefore the first female Dutch speaker with this certification (2020)
- Co-author of the book The CX Travel Guide - an adventurous book to get started with Customer Experience, written with Evelien van Damme and Karolien van der Ouderaa (2020).
- Master of Business Administration (MBA) in which I wrote my dissertation on Employee Engagement and graduated with an A (2009)
- Guest lecturer Customer Experience at Nyenrode University and have been since 2015
As a CX professional
- Is it my mission to make the world a better place for customers and employees
- I believe in activating people through a pragmatic approach; hence my motto: 'Making Customer Experience Work'
- I provide keynote presentations on Customer Experience worldwide
- I provide Customer Experience Masterclasses based on open registration and in-company, both live and virtual
- I guide CX leaders to become even better in their profession and become the leader they aspire to be
- I continue to develop training and master classes to help as many organizations and employees as possible to get CX working
- I inspire as many people as I can with messages, blogs and vlogs, to give CX an important place and a big boost within their organization
CX within my company
It's not the painter's house that needs to be painted. That's not how it works with here. We actually apply CX. We do this based on our four customer promises and my mission and vision.
CX within my company
It's not the painter's house that needs to be painted. That's not how it works with here. We actually apply CX. We do this based on our four customer promises and my mission and vision.
I'm approachable and always practical. We will have a lot of fun but know that I'm dead serious when it comes to CX. I’m here to teach you all about CX. And be warned, some people call me the velvet sledgehammer.
I'm approachable and always practical. We will have a lot of fun but know that I'm dead serious when it comes to CX. I’m here to teach you all about CX. And be warned, some people call me the velvet sledgehammer.
What typifies me...
Blue dress
I wear a blue dress for almost every business assignment. That’s right, my personal branding, because by now I’m known as 'the speaker in the blue dress'. But it once started out of necessity: just before my first professional keynote presentation, I got a muscle injury. I could barely walk. The blue dress helped disguise the ugly blue crutches with which I had to go on stage. That’s how it happened, it even became my brand.
Island
I was born and raised on the island of Texel. As a resident of Texel you have your fellow islanders and you have the people from the other side. As a child I always wanted to go to the other side, a different side. There is no 'other side', but it is typically who I am; I'm constantly on the move, approach everything in a very practical way and I’m always trying to get to the other side. That 'other side' now stands for adventure in CX management. That is what I want to experience and where I want to be. By the way, I've also been living on the other side for some time now: in the fun city of Utrecht to be precise.
Working together
I'm critical of the assignments I say yes to. If I say yes, I think it's important that it's also nice to work with me. I’m approachable and always practical. We will have a lot of fun together but know that I’m very serious when it comes to CX. I always want you to learn something. I may also say something you don’t want to hear. Be warned: some people call me the velvet sledgehammer
Activist
During my corporate career I stood up for women. I was co-founder of Women In Financial Services, and when I saw injustice about, for example, the pay gap between men and women, I spoke up. Tall woman, little bold and a loud voice. That activism never really helped in the short term; I went for sustainable change in the long term. I now show that activism to my employees and clients. I like to make the world a little better for them. I share my opinion and stand up for what I experience and see. There’s always work to be done within Customer Experience.
Nienke in the press
There is no such thing as the CX professional
Interview with Buro Improof, May 12, 2023
CX is a pilgrimage
Review by Ziptone, September 1, 2022
On a pilgrimage to a customer-centric organization
Interview with CustomerFirst, November 17, 2021