Podcast CX Leadership Talks

Three ways to put System 2 Thinking into practical use for CX Leadership

Welcome to CX Leadership Talks, where we dive deep into 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.

Because do you also sometimes live on the automatic pilot? And in our CX leadership roles, we can miss out. So... Drawing 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, showcasing how conscious decision-making can lead to more strategic project selection, adept 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 elevate your decision-making and leadership abilities. 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, effortful, logical; essential for complex problem-solving.

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

12:42 Use multiple models to strengthen your methodology.

15:54 CX leaders need conscious communication for success.

17:01 Conscious actions lead to better results, recognition.

Want to grow as a CX Leader?

Contact Nienke Bloem via 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. More on Nienke's education portfolio: https://www.nienkebloem.nl/en/cx-educatie/

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



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

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

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

With her over 20 years of 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.