Tag Archief van: cx awards

Do you dare to dream? My 10-year journey in entrepreneurship

This year marks a major milestone for me: ten years of entrepreneurship. As I reflect on this incredible journey, I’m filled with gratitude for everyone who has been part of it. But more than that, I want to share my story with you – not just to celebrate, but to inspire you to ask yourself one powerful question: “Do I dare to dream, and am I living that dream?”

How it all began

Let me take you back to May 16, 2014, a day that started with excitement and ended with life-changing clarity.

I had just bought my dream apartment in Utrecht: a loft in a converted hospital. The keys were finally in my hands, and I couldn’t wait to experience it. I spent the night there with nothing but an airbed, a bottle of wine, and a bag of crisps. It was a moment of pure pride – 42 years old, a single mom, financially independent, with a great job and amazing friends. Life was good.

But that night, while scrolling through Facebook, I came across a post that stopped me in my tracks. My former colleague and mentor, Aad, had passed away.

Aad was a wise and gentle soul who had once asked me a question I couldn’t shake: “Do you dare to dream, and are you living that dream?”

As I sat in my empty apartment, his words hit me harder than ever. The truth? I didn’t have an answer.

Defining the dream

In that moment, I grabbed a piece of wallpaper and started writing. What was my dream?

It poured out:

  • I wanted to be an international speaker.
  • I wanted to help companies become truly customer-centric.
  • I wanted adventure and the freedom to see what would happen when I stepped into the unknown.

The path became clear: I would leave my corporate job as a CX leader at KPN and start a new chapter as a speaker and CX entrepreneur.

nienke podium

The very first snapshot of me as an international speaker, taken on stage in March 2015 at an Amadeus event in Barcelona.

A question for you

Now, ten years later, I can tell you that daring to dream – and taking action – changed my life. It wasn’t easy, but it was worth it.

So, let me ask you the same question Aad asked me: “Do you dare to dream, and are you living that dream?”

Take a moment to reflect. Grab a piece of paper (or wallpaper if you want ????) and write it down. What is your dream? What’s holding you back?

As a leader, your dream has the potential to inspire your team and transform your organization. So, what’s your vision for 2025? Say it out loud, write it down, and share it.

Dreams are meant to be lived

This life is yours. Don’t let it slip by without daring to dream and taking the steps to make it real. Remember, dreams do come true – but only if you give them a chance.

So, what’s your dream? And more importantly, what will you do to live it?

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

 

*****

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

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

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

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

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A night to remember: Celebrating CX Excellence at the International CX Awards 2024

Last Thursday was nothing short of magical! The International CX Awards 2024 brought together 250 CX professionals in London and another 400 tuning in online to celebrate exceptional projects, brilliant minds, and stellar results from around the globe. And yes, there I was – proudly co-hosting this incredible event in my signature blue dress alongside the ever-charismatic Ian Golding.

Every year, it’s a privilege to add a touch of sparkle – or as I like to call it, “blue dress juice” – to this unforgettable evening. But let’s be honest: the real stars of the show are the winners and finalists. These are the visionaries who dared to dream big, set bold goals, and deliver results so impressive they left the judges (and their customers) saying, “Wow.”

Why you should join the awards

The International CX Awards isn’t just about the glitz, glam, and applause – it’s a launchpad for CX leaders like you. Here’s why you should seriously consider entering the awards in 2025:

1. Build authority

Submitting your project sharpens your storytelling skills and positions you as a thought leader within your organization and beyond. Whether it’s bronze, silver, or gold, an award doesn’t just sit pretty on your shelf. It adds weight to your expertise and amplifies your professional credibility.

2. Celebrate success

Reflecting on your team’s hard work is a powerful motivator. Sharing that pride with others creates a ripple effect, energizing your organization and embedding CX excellence into your culture. Even being shortlisted brings recognition that fuels confidence and momentum.

3. Set ambitious goals for 2025

What transformation, initiative, or project could put you in the spotlight next year? Whether you’re leading in government, B2C, B2B, or are a solo CX evangelist, there’s a category tailored for you – from Best Use of Insights to CX Strategy, Culture, and more.

Your moment to shine in 2025

Now is the time to dream big. Start thinking about your BHAG (Big Hairy Audacious Goal) and the impact you want to create in your organization. Imagine yourself standing on that stage in London in November 2025, celebrating your hard-earned success.

Curious about how it’s done? Take a look here at this year’s finalists and winners to spark your imagination.

What’s your story for 2025?

Here’s my challenge to you: What project, transformation, or result will make you beam with pride next year? Plant the seed now, start planning, and take the first steps towards making it a reality. Who knows – next year, it could be your name I’m announcing as the next CX superstar!

Here’s to aiming high, making waves, and celebrating the remarkable power of CX. See you on the stage in 2025!

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

 

*****

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

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

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

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

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Everything you always wanted to know about the International Customer Experience Awards – the basics of my interview with Vuk Vukanovic

So, CX leaders, if you’ve been yearning for recognition and the opportunity to showcase your customer experience initiatives, look no further than the International Customer Experience Awards. In a recent episode of CX Leadership Talks, I interviewed Vuk Vukanovic and we delved into a comprehensive conversation about the awards, providing valuable insights and practical details for potential participants. Let’s recap the key takeaways and everything you need to know about these prestigious awards.

The driving force behind the Awards

Vuk Vukanovic, sales manager at Awards International, part of a brilliant team; shed light on the driving passion behind the customer experience awards. He emphasized the platform’s commitment to recognizing and nurturing exceptional customer experience initiatives, offering participants learning opportunities, and providing global recognition. Furthermore, the awards facilitate networking and offer valuable feedback, contributing to a fun and enriching experience.

Award categories and entry process

Vuk outlined the various award categories available, including best CX leader, best Voice of the Customer, best CX team and for example employee experience. Look at the website for all categories you can compete in! What I found interesting is that potential participants were encouraged to consider entering more than two categories, especially if their company has multiple impactful initiatives worth showcasing. We most certainly indicated how important the importance of providing tangible evidence and financial impact of CX initiatives was, along with the need for concise and specific entries. This ensures that the quality of submissions aligns with the awards’ high standards and avoids wasting judges’ time.

Benefits of participation

As have being a judge for several years, I underscored the benefits of being a judge, highlighting the opportunity to gain practical insights into the CX field by being part of the judging process. These insights often involve judging rounds on paper and live presentations, offering a unique chance to learn from the best in the industry. In addition to recognition and networking opportunities, participation can provide indirect opportunities for business growth, making it an invaluable experience for CX leaders and professionals.

The Awards’ global reach

The conversation also touched upon the global growth and expansion of the International Customer Experience Awards, showcasing its impact in various countries. The transition to online events due to COVID-19 and the professionalization of the team behind the awards highlighted the adaptability and dedication of the platform to continue delivering excellence. In 2024 the awards show will be hosted live in London!

Case studies and success stories

Vuk and I shared numerous success stories, including a case where a CEO entered the UK Customer Experience Awards, winning multiple gold awards that contributed significantly to the sale of the company for £200,000,000. The story underscored the power of recognition and validation in driving business success. Other stories, such as Clint Payne winning the CX leader of the year, showcased the transformative impact of the awards on individuals and organizations, further reinforcing its value.

The importance of empathy and understanding

Vuk shared a personal experience related to the importance of customer empathy, emphasizing the significance of passion, hard work, and understanding in the context of business. This theme of empathy and understanding resonated throughout the discussion, emphasizing the importance of these qualities in driving exceptional customer experiences.

Networking and follow-up opportunities

We also touched upon the networking aspect of the awards, highlighting the potential for follow-up chats with interested parties, post-award ceremonies. This emphasizes the lasting connections and opportunities for collaboration that the awards can facilitate, further enriching the experience for participants.

Wrap-up and Call to Action

This is your moment to think about joining the upcoming International Customer Experience Awards in 2024, with its online judging and networking events. Step out of your comfort zone, join the awards in London in November 2024, and embrace the priceless learning and recognition opportunities the platform offers.

In summary, the International Customer Experience Awards offer a unique platform for CX leaders to showcase your initiatives, gain recognition, and facilitate unique connections within the global CX community. The passion and dedication behind the awards, combined with the strategic guidance and insights, make it an unmissable opportunity for CX professionals looking to make an impact and gain global recognition.

So, whether you’re an established CX leader or a rising star in the industry, consider entering the International Customer Experience Awards to leverage the incredible array of benefits and opportunities it brings. Do you want to learn more? Listen to our conversation on the podcast (as this is the summary). Because we believe that the path to success in CX is paved with recognition, learning, and meaningful connections – all of which the awards are specifically designed to provide.

Remember to mark your calendars for the upcoming 2024 International Customer Experience Awards and take that crucial step toward showcasing your exceptional CX initiatives. Your journey to global recognition and validation starts here.

 

*****

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

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

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

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. 

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The 3 learnings for YOU from the best CX team of 2019

Look at this photo. Isn’t it a brilliant moment of fame? These are the winners of the International CX Award 2019 for Best Customer Experience Team: the CX team of KCB Bank. This bank is located in Kenya and their CX team nailed it when it comes to CX. What can you learn from them? I will share my insights, as I was one of the judges of this category and the host of the Awards.

1. Name of your CX team

When you are in the profession of Customer Experience Management, you want to differ from other teams within your company. You are responsible for the customer and the change within the company into customer centric behavior. You are there to elevate these KPI’s that matter. It could be NPS or CSAT, but that is what you are there for. So, what is your team name? The CX Team of KCB, named themselves Team Possibilitarians. To propel the customer experience agenda, they have made the KCB Customer Experience Team a fun place to be, as they believed that offering delightful customer experiences can only be natural and seamless in a fun, but yet an official setting. Smart!

2. Business rationale

Customer Experience Management is a business profession. That means – as CX professionals – we are there for a business reason. To deliver business value: to customers and therefore to the company. To create a competitive advantage, to help innovation, to boost a customer centric culture. That is also what CEO’s expect of the CX profession. Within KCB, the team is led by Job Njiru. The banking industry in Kenya, faced homogeneity and a dynamic environment created by Customers. The CX team had to look for clear paths to help remaining the market leader in a very competitive market. Customers demanded personalized and differentiated experiences. They required products initiated by their requests and the products to meet their expectation of reliability, speed, efficiency, low cost and convenience. KCB thought of a plan to ensure that their customer needs are met. In 2018 a Customer Experience Division was created within the bank as an independent division, reporting to the Chief Operating Officer, “to eat, think, dream and sleep as the customer”. To align that, they created a business metric that really measures CX support across all staff, named Rate My Support (RMS). The team has grown in score and helped building a customer centric culture across the business, helped meeting customer service level agreements by reducing TAT on complaint resolution from 72 hrs in 2017 to 24 hrs in 2019, improving NPS by 5 points up, making them the market leaders in the Kenyan banking industry. So, the question is: what is your business rationale and how can you show your success?

3. The CX Story for change

How do you engage the organization? Do others understand what you are doing with your team? Do they know what to do and how? What I love about the CX team of KCB Bank, is that for 2019, they decided to focus on the 4E’s of customer experience which for them are Emotion, Expectation, Effort and Execution. This has helped building customer trust, enhancing customer understanding and building a community of believers who advocate KCB globally. What is your acronym? Your list of 4E’s (or other elements) that creates engagement and that are memorable elements?

Congratulations to all members of the CX #TeamPossibilitarians of KCB Bank with your win. It was a fierce competition in this category within the awards, but you so much deserve it. And for all readers of this blog: will you also compete in this year’s International CX Awards? It will help you within your company as an authority and it will give you the praise you deserve.  I certainly hope to meet you and challenge you to compete on the Elite Podium of CX!

 

** Subscribe to her weekly CX Greetz. **

 

*****

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

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

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

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. 

/door