Tag Archief van: customer experience

Pioneering CX in pensions: Martijn van den Berg’s blueprint for success

Welcome to CX Leadership Talks, where we dive deep into 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 into 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 a wealth of experience in integrating customer experience into business strategies.

In this episode

Join us as Martijn discusses the transformation of PGB into a customer-centric organization, his journey in the field of business communication, and the importance of internal cultural changes in driving customer-centricity.

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 structurally organizing Pension fund PGB’s own and consistent brand and customer experience. The aim is that the fund can distinguish itself in terms of customer focus and knows how to “touch” its customers. Together with the CX team, Martijn has developed the pension fund’s own CX framework, which consists of 4 pillars: Strategy & Identity, Market and Customer Insight, Customer Service and Culture & Organization.

Martijn van den Berg has a passion for customer satisfaction and efficiency. As a Lead Customer Experience Management, he was inspired by the video ‘Give ‘em the pickle’ by Bob Farrell, about a restaurant manager who started 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 the 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 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.

Timestamped overview

00:00 Making pension products more attractive for customers.

03:38 Exciting meeting to discuss pension strategy.

08:20 Building a successful customer experience team.

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

14:09 Understanding strengths, building results, and enthusiastic work.

17:27 Pension funds must regain trust through CX.

22:54 Improved onboarding process led to better ratings.

24:11 Pension funds-critical for B2B companies’ growth.

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

32:16 Seek external perspectives to improve and progress.

36:44 Woman left supermarket with almost empty bag.

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

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

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

Martijn’s recommendations

Listen to this episode of CX Leadership Talks on Podbean or in your favourite podcast app!

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Strategy 49: Celebrate success

Do you celebrate your successes? I think you should. In fact, strategy 49 is ‘Celebrate success’. Let your achievements kick in.

My parents taught me to celebrate all you can celebrate. And they were right. So, this video is about celebrations and why they should be part of your business too.

I read aloud a chapter every week. Enjoy listening to my book ‘CX is a pilgrimage’. I do hope that I’ll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life. 

Subscribe to my YouTube channel and you’ll be notified if another chapter appears! 

Would you rather read ‘CX is a pilgrimage’? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

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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 through the intricate world of customer experience management from the perspective of Jo as THE recruiter in CX in the UK.

In this episode

Jo shares valuable insights on the challenges and trends in recruiting for customer experience roles, reflecting on the changing requirements and skill sets sought after by organizations today as opposed to in the past. We explore the complexities of navigating senior leadership buy-in, what she calls ‘managing upwards’, the shifting paradigms of the customer experience industry, and the increasing 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 Board level. With Kate Baird, she founded CX Talent Ltd, which is an Independent Customer Experience Recruitment Consultancy. They match the RIGHT people with the RIGHT jobs in Customer Experience, Digital Experience and Service Design roles. At all levels from Chief Customer Officer, Customer Experience Director, Digital Experience Director, 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 sees what her clients are looking for and sees where matches are truly made. She offers a consultative approach and always acts transparently and with integrity. Always passionate about matching the right people with the right jobs and helping businesses achieve customer satisfaction and profitability.

Click here for the Website of CX Talent Ltd.

Click here for the Monthly Newsletter on LinkedIn by CX Talent Ltd. 

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.

Time stamped overview

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

05:37 Research led to identifying customer experience gap.

09:30 Employers seek diverse skill sets for directors.

12:01 Customer experience manager roles and salary impact.

15:53 Increasing demand for digital design roles seen.

19:01 Key to finding ideal challenge: “Remember what you bring to the party.”

23:18 Developers want to create communities and entice employees.

26:42 Transition from vendor neutrality to consultancy education.

27:47 Stay informed about AI and organizational processes.

33:00 Cracking the leadership paradigm for greater value.

35:50 Creating ideal business culture by emphasizing values.

38:03 Tight client brief, thorough candidate assessment process.

41:04 Recommend recruiting for right person, seek professional help.

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

Jo’s recommendations

Listen today’s episode here or in any of your favorite podcast apps.

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Navigating the CX landscape: Strategies for successful leaders with CXPA’s 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 delve into 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 that touches on vital competencies for successful CX leaders, the CXPA’s global community, and the valuable insights and practical strategies shared in 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 being part of a professional association and obtaining certifications.With a background in marketing and communications, Greg has a talent for explaining complex concepts in a way that is relatable and understandable. 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 space. His favorite memories are those where he can see the “aha” moment in someone’s eyes when 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 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.

Timestamped overview

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

05:26 Member of CXPA, pursuing CCXP title.

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

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

14:49 CCXP certification is increasingly valuable in industry.

19:05 Salespeople make promises, CCXP ensures customer satisfaction.

20:34 CX connects people, prepare for career changes.

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

27:21 Exploring AI’s impact on contact centers.

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

36:30 Stephanie Leheta to discuss developing multiyear AI strategy.

37:23 Include people in future vision and planning.

41:08 Reintroduced curiosity, creative problem solving, iterate.

44:18 Link in show notes, join CXPA community.

Greg’s recommendations

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Strategy 47: You don’t know, what you don’t know

You don’t know what you don’t know. That is what Strategy 47 is all about. Even when you think you know everything about a certain topic, reality proves you wrong. And once you know, you can’t unknow…

Do you think you know all there is to know about a certain topic? Think again and watch this video ????!

I read aloud a chapter every week. Enjoy listening to my book ‘CX is a pilgrimage’. I do hope that I’ll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life. 

Subscribe to my YouTube channel and you’ll be notified if another chapter appears! 

Would you rather read ‘CX is a pilgrimage’? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

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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 brings his wealth of experience in AI technology and innovation to the forefront as he discusses the deployment of AI in companies and its impact on improving customer experiences.

In this episode

Robbert shares insights on the use of ChatGPT for deploying 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 delves into the impact of AI on organizations, sharing his experiences with DHL where AI led to significant improvements in customer service.

The conversation extends to the future of AI technology, with Robbert envisioning the rise of more AI vendors and the development of task-specific AI models. He also shares his thoughts on the rapid increase of AI in everyday software and the possibility of AIs communicating with each other in the future.

This episode is not just about AI technology, but also delves into practical advice for leaders and organizations looking to integrate AI into their operations. Robbert emphasizes the importance of practical experimentation with AI, advocating 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 on top of the industry, along with recommendations for valuable entrepreneurship content.

Tune in to this enriching episode as Robbert Dijkstra and Nienke Bloem dive deep 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 strategic vision on innovation, spotting opportunities, sharing these passions and collaborating with others to create impact is what Robbert enjoys the most.

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.

Timestamped overview

00:00 Robbert started young, this led to technology consulting role.

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.

13:16 Larger companies handle challenges better through trials.

16:20 AI will be pervasive, personal and unseen.

21:44 LLM improves software development and implementation efficiency.

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

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

30:53 Customers modify dashboard, control agent communication, knowledge assist.

32:43 Contact center transformation leading to cultural shift.

38:54 Struggle hiring junior staff, prioritize mid-senior. Customer commitment.

40:46 Agility and execution win hearts and minds.

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

48:10 Grateful for insightful AI discussion on podcast.

Robbert’s recommendations

Podcast ‘Doorzetters’ (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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Strategy 46: Always mix business with pleasure

Strategy number 46 is a strategy that I actually apply or at least try to apply every day: always mix business with pleasure. As an international speaker I travel a lot. And I know that many colleagues try to fit in as many assignments in their schedule as possible, to optimize their business profit.

Well, I don’t. Why? In this video I’ll explain. Curious? Let’s find out!

I read aloud a chapter every week. Enjoy listening to my book ‘CX is a pilgrimage’. I do hope that I’ll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life. 

Subscribe to my YouTube channel and you’ll be notified if another chapter appears! 

Would you rather read ‘CX is a pilgrimage’? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

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The power of synchronicity: a CX journey in Sydney’s Harbor City

In the tapestry of my career, there lies a thread of synchronicity—mysterious, yet undeniably powerful. Imagine this scene from just fourteen days ago: my office for the day on the 17th floor in North Sydney with a view of the harbor and the Parramatta River.

The journey to this incredible moment began over six months ago, with the decision to visit the Professional Speakers Australia – PSA convention in Perth. The question came: How could I transform this trip into a combination of connection and impact within customer experience? My network, a peer group of CX professionals and clients, lead to three engagements across Sydney and Perth.

Then, as an opportunity materialized from the ether—a request for the CX Game in Sydney landed in my mailbox. An international corporation was in search of an innovative way to engage their team around customer centricity at their Annual Kickoff in March. The stars had aligned, placing me in Australia precisely when needed.

My conviction that the universe provides when we walk the right path has been a guiding light. In my book, ‘CX is a Pilgrimage: 50 Strategies to Spice Up Your Leadership,’ I delve into this belief in a chapter titled ‘Trust the Universe.’

And so, the universe delivered. With my client, we explored the possibilities, sealed the deal, and I journeyed to Sydney, bringing with me the CXGame boards, bells and train-the-trainer manuals. The result of this adventure was the privilege of a day program to empower five new trainers to champion the The Customer Experience Game®.

And here I stand, on that 17th floor with this Sydney harbor view, through a series of synchronicities that only the universe could orchestrate. As I reflect on this journey, I am reminded of the power of staying true to our path and the incredible impact we have, when we do.

The CX Game is more than just ‘a game’; it’s a serious game, a perfect and tested tool, that helps organizations become customer centric. That engages all employees and gets them to reflect and act.

This experience has reaffirmed my belief in the magic of synchronicity and the importance of trusting the universe. But more importantly, it has shown me the incredible power of our community—how, together, we can push boundaries, innovate, and elevate CX to new heights.

I cannot yet reveal the name of the company that embarked on this CX Game journey , but I am confident in their success and the lasting impact of today’s event. I thank Babs Asselbergs – CCXP for helping me on this engagement and to everyone who has been a part of this adventure, thank you for your trust, your enthusiasm, and your commitment to excellence.

Let’s continue to trust in the path we’re on, embrace the synchronicities that guide us, and together, create experiences that not only meet expectations but exceed them. Who knows what the universe has in store for us next?

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Entrepreneurial CX Leadership: A Conversation with Jeannie Walters

Welcome to CX Leadership Talks, where we delve into the world of customer experience leadership and innovation. In this episode, Nienke Bloem is joined by the dynamic entrepreneur and CEO of Experience Investigators, Jeannie Walters. Together, they explore the multifaceted world of customer experience and the why, how and what of successful CX leaders.

In this episode

Jeannie shares her wisdom and experiences, offering valuable insights for aspiring CX entrepreneurs – from resilience in the face of criticism to the intricacies of building and managing a CX team.

The conversation also touches on the importance of staying ahead of trends in ethics, diversity, and global customer inclusivity, providing a comprehensive view of the challenges and opportunities in the CX landscape.

So, join us as we uncover the secrets to effective CX leadership with Jeannie Walters on CX Leadership Talks!

About Jeannie Walters

Jeannie helps business leaders – from individuals to small businesses to Fortune 1000s – learn and apply customer-centric initiatives that benefit their customers, employees and bottom line. She believes CX is about the actions your team takes on a daily basis to use these tools to serve the larger organizational goals. Jeannie approaches CX strategy this way: “Let’s build the right vision, strategy and outcomes around customer experience to meet or exceed our larger company-wide goals.” Working with cross-functional leadership, she helps organizations make CX a part of their everyday culture instead of a one-off initiative that’s quickly forgotten about.

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.

Timestamped overview

00:00 Celebrating successful podcast, helping leaders with experience.

05:03 Organizations adapted to customer experience amid change.

08:27 Strong communication crucial for getting leadership support.

10:18 Spice up leadership, challenge, communicate, take action.

15:26 Organizations should connect activities to progress effectively.

18:13 Realizing the importance of outdoor time.

21:42 Understanding the impact and challenges of AI.

23:32 Ethics, diversity, and risk management in organizations.

30:03 Success is not a straight line.

33:20 Team includes COO, CMO, social media support.

34:25 Various arrangements with contractors, almost full-time. Team environment, sharing unique skills.

38:40 Established CXI Flight School to bridge gap.

41:43 Specialize in CX for professional success.

45:19 Morning routine: workout, meditate, journal, plan.

47:54 Listen to diverse podcasts for marketing inspiration.

Jeannie’s recommendations

Podcast ‘Hidden Brain’ with Shankar Vedantam

Podcast ‘How I built this’ with Guy Raz

The CMO Podcast with Jim Stengel

And of course, Jeannie’s own podcast: Experience Action

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Avoid these 5 mistakes in your CX Storytelling journey

Welcome to the CX Leadership Talks, the podcast that delves deep into the world of customer experience leadership. In this episode, Nienke Bloem shares her personal experience and insights into crafting a compelling CX story.

What is a CX story?

With an attractive CX story you show the why, how and what of the CX transformation you want to realize. A good CX story keeps your audience listening attentively and wanting to know more. It is this story that you can tell time and time again, that really helps the audience understand what your CX mission is and what they have to work on and why this is important.

In this episode, Nienke takes us back to her early days at KPN, where she was tasked with presenting the top 80 leaders with a CX transformation plan in just 100 days. She discusses the importance of storytelling in CX, and reveals the five most common mistakes made in CX stories. From being too functional and boring to lacking a strong call to action, she breaks down the flaws she’s witnessed and provides valuable tips for elevating your CX narrative. So grab your notebook and get ready to enhance your CX leadership skills with Nienke’s expert advice.

Timestamped overview

00:00 Focused on strategy and storytelling for 100 days.

03:24 Crafting a compelling CX story is crucial.

08:58 Creating brand delivery, customer culture, call-to-action.

12:37 Presentation should have emotion, be memorable. Avoid being too functional or too general.

13:56 Ensure memorable and tailored presentation for success.

18:35 Importance of clear and specific calls to action

21:47 Get the audience, share the podium, lead.

The outline above offers a comprehensive overview of this episode’s content and provides an insight into Nienke’s personal experiences.

More on her education portfolio: https://www.nienkebloem.nl/en/cx-educatie/

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