Tag Archief van: cx strategy

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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Strategy 48: Pass your knowledge on

Strategy 48 is ‘Pass your knowledge on’. And the reason for this is simple: your experience is valuable to others. And the more experience you have, the more knowledge, wisdom and stories you have to share.

Don’t think that no one is waiting for your story. Silence that saboteur in you. Straight away. Are you still in doubt? Then it’s high time to 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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Strategy 45: Be aware of boar

Strategy 45: Be aware of boar. What do wild boar have to do with CX Management and Leadership? Honestly? If there is a connection – no guarantees – you’ll find it out in this video.

And if there’s not, well, you have watched a fun story anyway, about eh… boar!

I read aloud a chapter every week. Enjoy listening to my book. 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 my book? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

 

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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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Strategy 42: Your ‘Why’, or what are you here for?

Strategy 42 is “Your ‘Why’, or what are you here for?” When you’re a leader, Simon Sinek’s golden circle is a great tool to define in your own words the purpose of your role within the organization. Relevant questions are ‘What is your assignment?’ and ‘When are you a success?’

Perhaps you should ask yourself a different question. Find out which question it is in this video.

I read aloud a chapter every week. Enjoy listening to my book. 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 my book? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

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Why most Customer Experience stories suck

Most Customer Experience Stories, well ehm… make me want to walk AWAY.

Yes, that is the truth and I need to say it this harsh. Because at the start of a new year – okay it is almost March, but still – you have the opportunity to realize that your CX story might suck too and that you have a chance to change it. Too many CX leaders think that they have a solid story, and most of them are wrong. So, let’s see if you are part of that group, or… Hopefully not.

Five issues

The five issues I mostly see – and I have mentored so many CX leaders on their CX Stories, that I know my trade – is that CX stories are:

  • Too functional and boring – there is no emotion anywhere in the presentation, maybe it is even too corporate.
  • Too general – it could be any organization’s CX Story or is not memorable.
  • Lacking you as a leader – there is no way people can connect with you as the presenter.
  • Too analytical – you talk about trends and larger numbers, but the true customer is absent.
  • An open door – everybody in the audience agrees, but has either no clue what to do next, or is not engaged in a call to action.

How to create a good CX Story

First. What is a CX Story? It is a term that I use when it comes to your transformational customer change story. A good CX story contains at least these four elements:

  1. Personal story (what engages the audience with you as a leader?)
  2. Sense of urgency (where are we now, what is our BHAG or goal and why should we change?)
  3. CX Strategy (what is the path you envision for change, what is your change plan?)
  4. Call to action (what is it that you want your audience to DO?)

A great CX Story is a story that you can share in ten minutes, half an hour or even elaborate in a deep dive of an hour. But that ten minute one is your fundament. Your team can use it, and you will repeat it time and time again. In the end, it becomes the CX Mantra that everybody will know and understand.

Game changer

A good CX Story IS a game changer. Being able to share an incredible CX Story, will make you the King (or Queen) of CX Transformation. Trust me.

Do you want to spice up your CX Story – including your CX Strategy? It is something that you can do yourself, with a little of my help (and a big save on money for consultants). For Dutch CX leaders: in April a new CX Leadership Masterminds starts, where you and a select group of other CX leaders build and deliver your own CX Story and shape it to perfection. Please let me know in a response to this blog (or in the CX Greetz that it comes with) what mistake of the five you recognize. And maybe I can give you some personal tips what to do next!

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Strategy 41: When they Zig, you Zag

When they Zig, you Zag. That is what Strategy 41 is all about. Or to put this in my own words: ‘Do something different to stand out from the crowd’. Whether in your change program or in personal life, take some time to zoom out and see the broader picture. And more important: think of where you can stand out.

Curious of the how to and why? Watch this video!

I read aloud a chapter every week. Enjoy listening to my book. 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 my book? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

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The Data-Driven CX Revolution: all insights for you as a CX leader from Barry Wilthagen

In this enlightening episode of CX Leadership Talks, we delve deep into the core of data management and its transformative impact on customer experience. This THE episode when you are just starting in exploring the world of Data driven CX, but also if you are a seasoned leader you’ll get some great tips and tricks.

Joining us is Barry Wildhagen, a distinguished expert in data management, to explore the crucial intersection of data and CX, the imperatives of a data-driven approach, and the evolving landscape for data professionals.

Because there is a BIG opportunity for you: visiting the Virtual MDM and DG Summit on the 13th of March! (and Nienke is hosting it for the EMEA version!) Click here to register https://now.informatica.com/mdm-dg-summit-virtual-2024.html

In this podcast episode we discuss

  1. The Intersection of Data Management and CX: – Barry sheds light on how data management serves as the backbone of effective customer experience strategies, outlining the symbiotic relationship between these two vital areas.
  2. The Imperative of Data-Driven CX: – Understanding why a data-driven approach to CX is non-negotiable in today’s business environment. We discuss the significance of leveraging data for personalized and impactful customer interactions.
  3. Habits of Success in Data Management: – What does it take to succeed in the field of data management? Learn about the key habits and mindsets that professionals need to cultivate for success.
  4. Integrating AI in Data-Driven CX: – The role of AI in enhancing data-driven customer experiences. Barry shares insights on harnessing AI to unlock new levels of personalization and efficiency.
  5. Challenges and Opportunities in Data-Driven CX: – Discussing the hurdles faced by organizations in adopting a data-driven CX approach and the immense opportunities that lie ahead for those who overcome them.
  6. The Evolving Role of Data Professionals: – With the landscape constantly shifting, we talk about how the role of data professionals is changing and what the future holds.

Key Takeaways

– Insightful perspectives on the vital role of data management in crafting superior customer experiences.

– Practical advice on adopting a data-driven approach to CX, including the integration of AI technologies.

– Discussion on the challenges and opportunities in the field, along with the evolving responsibilities of data professionals.

About Barry Wildhagen

Barry Wildhagen is an authority when it comes to data management and currently serving as the community of practice leader for customer experience at Informatica’s technical sales organization. He is a professional with extensive experience in leveraging data to drive business growth and improve customer experience. His expertise encompasses a range of topics, including the successful integration of AI in CX strategies and the development of effective data-driven approaches.

Join us for an insightful conversation with Barry Wildhagen, as we navigate the complexities of data management and its critical influence on customer experience and leadership in the corporate world.

Linkedin profile Barry Wildhagen: https://www.linkedin.com/in/bwildhagen/

Barry Wildhagen’s tips with links

Interview Jamex Sexton on Lex Fridman show: https://www.youtube.com/watch?v=fUEjCXpOjPY

The Pale Blue Dot  https://www.amazon.com/Pale-Blue-Dot-Vision-Future/dp/0345376595

You don’t want to miss this episode of CX Leadership Talks!

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Strategy 40: The power of routines

Strategy 40 is about the power of routines. Building a step-by-step routine and tailoring it to your own wishes makes you happier, gets you more things done and makes you feel good and proud.

In this video I’ll share the secrets of my personal and business routines. I found out that routines do not only work for me, but also connect me with others. Learn more on this in this video!

I read aloud a chapter every week. Enjoy listening to my book. 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 my book? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

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