Push the button: Finding flow in CX Leadership

Every summer I meet my business friend Mia in Gothenburg. We’ve made it our tradition to spend a few days together: reflecting on where we want to go, what we want to let go of, and which actions need to be taken. And of course, we always mix business with pleasure with plenty of fika (and cinnamon buns), shrimp dinners, and long walks along the harbor.

This year, one theme kept coming back in our conversations: flow.

The power of flow

Flow is that powerful state of mind where you’re fully immersed in what you’re doing. Time disappears. Ideas pour out. You feel brilliant and unstoppable.

Psychologist Mihály Csíkszentmihályi, who first researched flow, found that people in flow are not only more productive, but also report higher levels of satisfaction, creativity, and happiness. Flow happens when challenge and skill are in perfect balance: you’re stretched, but not overwhelmed.

For me, I often find flow when I write, though I can procrastinate just as easily. Another place I find it is when I connect with CX professionals. Listening to your challenges, sharing insights, and feeling that spark of connection. That’s when I know my work as CX leadership educator brings value.

But here’s the thing: flow doesn’t just happen by accident. It takes intention. Clear goals. Blocking time in the calendar. And sometimes… you simply need to push the button.

The art of pushing the button

In Gothenburg, I was reminded of this quite literally. At the waterfront cabins where we stayed, there was an art installation: a big brown structure with a button. Naturally, I pressed it. And suddenly water started flowing.

Isn’t that synchronicity at its finest? The universe handing me the perfect metaphor: when you push the button, flow begins.

What’s your CX button?

So, let me ask you:
What brings you real joy and impact in your CX leadership  and what’s the button you need to press to make it happen?

Here are seven CX buttons you might want to try:

1. The engagement button – Invite your leadership team to join a customer call-back session.
2. The strategy button – Carve out time to update your CX strategy and roadmap, instead of being stuck in daily issues.
3. The measurement button – Decide which KPIs truly matter, and let go of vanity metrics.
4. The education button – Invest in your own growth and skills (for example, by joining the CX Accelerator).
5. The celebration button – Pause to celebrate CX successes with your team before rushing to the next task.
6. The simplicity button – Remove one annoying process or friction point for customers this month.
7. The focus button – Say no to one initiative that doesn’t serve your CX strategy.

Big or small, every button counts. The key is to make a conscious choice, press it, and see the flow that follows.

Ready to invest in your own growth?

As Csíkszentmihályi said: flow happens when challenge and skill are in balance. And let’s be honest: our profession is challenging. The best way to stay in flow is to keep working on your own knowledge and skills.

I came back from Gothenburg fully inspired, smiling, and yes,  flowing. And I hope this story nudges you to press your own CX button.

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.