Tag Archief van: cx strategy

Strategizing CX: The CX leadership theme for 2026

A new year brings fresh energy.
A clean page. New intentions. New choices.

And every year, I ask myself one simple but important question:

What do CX leaders really need next?

For 2026, my answer is clear.

Strategizing CX.

Not because CX has not been strategic before. But because the role of CX leaders has fundamentally changed. CX has grown up. Expectations have grown with it. And that means our leadership needs to mature too.

Over the past year, I have worked with CX leaders across sectors, countries and levels of maturity. And I keep seeing the same pattern. CX professionals are capable, passionate and driven. Yet many feel stretched. Busy. Pulled into execution, while longing for more strategic influence.

Just before Christmas, we wrapped up a CX Accelerator with senior CX leaders. When we reflected on their biggest learnings, almost all of them pointed in the same direction. Leadership. Being more outspoken. Taking a seat at the strategic table. Being intentional in stakeholder engagement. Having a clear CX strategy and actually being able to steer towards execution.

That is why 2026, for me, is the year to Strategize CX.

To make this tangible, I developed a simple model that looks at CX leadership through three connected levels. You can see this model below. The power of it lies in the fact that all three levels are needed. And they need to reinforce each other.

Strategizing CX - Model 2026

Let me take you through the three levels.

  1. The strategic level. Direction and position.

This is the top layer of the model.

  • It is about direction, choices and future state.
  • Do you have a clear CX strategy that aligns with organizational priorities?
  • Have you defined what success really means?
  • Are you intentional in how you engage stakeholders at senior level?

This level is about positioning CX as a strategic choice, not a side initiative. And yes, it is about earning your seat at the strategic table and knowing how to use it once you are there. Without this level, CX risks becoming activity instead of leadership.

  1. The tactical level. Focus and scale.

This is the middle layer of the model. And this is where many CX ambitions get stuck.

Here the question is not which methodologies you use, but how you scale them. Design thinking. Customer journey mapping. Voice of the Customer. Closing the loop.

  • Do you have clear ways of working?
  • Are they recognizable across teams?
  • Do people know what good CX work looks like in your organization?
  • Do you invest in education, ambassador programs and communication that support your strategy?

This level turns ambition into structure. Tactical CX makes impact repeatable and scalable.

  1. The operational level. Behaviour and visibility.

This is the foundation of the model. And it is all about you as a CX leader.

  • Do you make non negotiable time to zoom out and think strategically?
  • Does your daily behaviour reflect the authority you want to have?
  • Are you visible in how you speak, write, listen and learn?
  • And when was the last time you personally spoke with a customer?

Operational CX leadership lives in the small things. In meetings. In decisions. In conversations. Every single week.

Strategizing CX is not about doing more.
It is about doing the right things. On purpose. At all three levels.

In 2026, my work will be fully focused on helping CX leaders strengthen their impact through this lens. Through education, strategic sessions, leadership programs and CX stories that help you lead change. And sometimes through play, because strategy should also be tangible and engaging.

So here is my invitation to you.

Before you plan your next CX initiative, pause.
Look at the model.
And ask yourself one honest question.

At which level do I need to start?

That answer will shape your CX leadership year more than any to do list ever will.

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. 

 

/door

5 Customer Experience lessons for rainy days

Last week I ordered a set of cards at a print shop. Because I wanted to show them to my team on Texel, I ordered them with urgency and paid 20% extra for next day delivery. Late that afternoon, I received an email. Their printer had broken down, so delivery would be delayed by one day. Nicely communicated, yes. But my job to be done was simply to have the cards with me the next day. They broke their promise.

I asked my 20% back, but got a disappointing answer. Knowing I can be I picky customer as a CX profession, I decided to ask my LinkedIn community what they thought. Thirty two of you joined the conversation, and the insights were brilliant.

The comment that received the most likes came from Arne van Weenen, and I couldn’t have said it better myself. Here is his answer, translated to English:

“There’s a big difference between how we wish companies would act and how they actually act. Most are trapped in their own processes, and yes, they may be ‘in their right,’ but that’s not how you win customers.

Step one, do everything you can to make sure the customer gets their order on time,  even if that means producing it elsewhere.

Step two, inform and discuss what is still acceptable for the customer.

Step three, compensate. Otherwise, it’s a case of ‘operation successful, patient deceased.”

Clear. Sharp. And painfully true. Thank you Arne for sharing your CX Wisdom.

Reading through all comments, I realized this situation is not just about a broken printer. It’s about broken logic, when internal thinking takes over from customer thinking. So it made me curious, what can you do when there are rainy days, instead of sunny days?

Based on all answers, and my own CX knowledge, I created this for you:

Five CX lessons from this rainy day dilemma:

  1. Process thinking versus customer thinking
    Print&Bind focused on how they handled the order internally (“your order is still treated as urgent”) instead of what the customer experienced. Customers never buy a process. They buy a promised result.
  2. Promises define perception
    A “next-day delivery” is not a nice extra. It’s a basic expectation. When it fails, satisfaction drops instantly. The way you handle these moments defines loyalty far more than your terms and conditions ever will.
  3. Service recovery as opportunity
    They missed a golden recovery moment. Crediting the 20% rush fee, or adding a small gesture like a handwritten note, would have cost little but earned lasting goodwill. As Khachig Assadour said, “A problem only becomes a real problem when it’s not solved.”
  4. Responsibility lies with the company, not the customer
    Invoking “force majeure” might be legally correct, but it’s not customer-centric. The breakdown was their risk, not mine. Taking ownership would have turned a disappointment into a positive experience.
  5. Prepare for rainy days
    This is the big one. Every organisation should anticipate foreseeable issues, like system failures or supply problems, and plan their response from a customer’s perspective. When things go wrong (and they will), readiness makes all the difference.

So, my dear Business Friend, go and hunt for your own rainy day scenarios, those moments that tend to go wrong. Because when trouble comes, how will you respond? Make sure you are ready, with your rainy day customer journeys in place.

When you prepare for the rain, one single employee can’t wash away your reputation. As happened in this scenario. The good news? Is that the CX lead of Print&Bind has reached out and truly wants to learn.

Because…. It’s not the sunshine that builds loyalty. It’s how you show up when it rains.

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. 

 

/door

8 Reasons you need a CX Strategy (served black, please)

It’s National Coffee Day, and I’ll keep things simple. When I order coffee, I don’t need ten pages of options. Just give me a cappuccino or a strong black coffee. Simple. Clear. Energizing.

Your CX strategy should be the same.

Too many CX teams rely on 40 slide decks filled with projects, actions, and buzzwords. But if you can’t explain what you do in two minutes, how will your board, your colleagues, or your employees ever explain it for you? That’s why I swear by the one pager strategy.

Here are eight reasons why you need one, based on research, proven practice, and my own leadership insights.

  1. Clarity and alignment

MIT Sloan research shows that fewer than half of leaders can explain how their team’s goals connect to the overall company strategy. That’s alarming. A one pager makes it crystal clear. It shows the connection between CX initiatives and organizational priorities. It’s the simplest way to get your board, your peers, and your own team aligned.

  1. Focus

A one pager forces you to choose. No laundry list of 25 projects, no endless to do’s. Just the few things that matter most. Gartner emphasizes that real strategy is about prioritization, and a one pager demands that discipline. It becomes a visible reminder of your must win battles and helps you keep your focus when the shiny distractions come.

  1. Execution

Many strategies fail because they never translate into action. Harvard research points out that only about 10 percent of strategic plans are effectively executed. A one pager bridges this gap. Because everyone can see it, everyone can use it to guide their daily work. It takes strategy from theory to practice.

  1. Agility

Strategy is not a one time exercise. Circumstances change, competitors move, customer expectations evolve. If your strategy is buried in a massive deck, updating it feels like rewriting a book. A one pager makes it easy to revisit and adjust, supporting an iterative approach to strategy that keeps you relevant.

  1. Decision making

Every CX leader knows the challenge: dozens of requests land on your desk every week. Without a clear filter, it’s tempting to say yes to everything. A one pager gives you that filter. It becomes the standard against which every project is tested. Does it support the strategy? Then yes. If not, then no. This discipline prevents overload and ensures resources are spent where they matter.

  1. Engagement

Employees engage with what they understand. A long and complicated strategy makes people switch off. But a one pager, written in simple words and supported by clear visuals, invites participation. It allows teams to tell the story themselves, share it with others, and feel ownership. That engagement leads to energy, and energy fuels results.

  1. Sharp thinking

Condensing your CX strategy into one page is not just a communication trick. It is a leadership exercise. It forces you to cut the fluff, challenge your own assumptions, and make clear choices. McKinsey points out that the discipline of simplification improves strategic quality. In other words, the process of creating a one pager strengthens your thinking as a leader.

  1. Tracking progress

Finally, a one pager provides a clear framework for measuring progress. You can map milestones directly onto your pillars, show how far you’ve come, and highlight results. This visibility creates accountability and makes it easier to celebrate successes along the way. And celebrating progress is key to keeping your team motivated for the long haul.

Your CX Strategy: Black or bloated?

So here’s the choice. You can go for the bloated 40 slide latte filled with buzzword syrup. Or you can choose the strong black coffee of a CX strategy, boiled down to one page. My advice? Keep it stupid simple.

If you are wondering how to get there, here’s your first step. Join my free webinar on Strategy on a Page. In one hour, I’ll help you create your own one pager CX story.

Register here

Because in CX leadership, just like in coffee, simple is powerful.

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. 

 

/door

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. 

 

/door

Is your CX strategy the plan of a winner?

The 112th edition of the Tour de France kicks off on July 5 in Lille. The riders are trained, the jerseys are clean, the teams are ready. Everyone’s eyes are on the yellow jersey.

And me? I found my own cycling inspiration this week. Right in the heart of Amsterdam.
No bike in sight. Just a stage and one powerful leader.

I had the pleasure of attending a GRAYSE network session (thank you, Cas!) at HEMA HQ, where CEO Saskia Egas Reparaz shared her story. And wow, what a story.
Visionary. Warm. Bold. Human. She completely owned the room.

From trailing behind to taking the lead

When Saskia stepped into her role four years ago, HEMA – the much-loved Dutch brand, now 99 years old – was stuck. Too many projects. No clear direction. Progress? Minimal.
Or as she put it: “We were trailing at the back of the pack.”

So what did she do?

➡️ She chose to focus.
She and her team made a not-to-do list.
Wholesale in Spain? Stop.
Working in English while being a proudly Dutch brand? Stop. Dutch became the main language again.
That clarity created space to move forward.

➡️ They redefined their strategy with purpose.
A more beautiful everyday life.
They reconnected with customers. Refreshed the stores. Reimagined the product lines. And most importantly: revitalized their culture.

Saskia shared one of her favorite examples: the grow-along baby onesie – de meegroeiromper. Instead of a onesie your baby outgrows in a month, this one grows with them. Practical. Beautiful. Sustainable.
That’s customer experience aligned with purpose.

➡️ She didn’t wait for perfection. She started riding.
What stuck with me most was Saskia’s mindset.
She didn’t wait for the perfect moment or flawless strategy.
She said: “Better an imperfect plan executed, than a perfect plan on the shelf.”

Now, four years later, HEMA is back in the race. As Saskia puts it: “We’re in the peloton now, and ready to leap forward.”
Ready to chase that yellow jersey.

And how does she keep her team sharp?

With one simple, powerful question:

“Is this the plan of a winner?”

So now I’ll ask you the same.

Are you ready to shift gears in your CX strategy?
Are you sitting in the peloton, waiting for the perfect moment… or are you ready to lead?

If you want to sharpen your CX vision, bring more energy into your strategy, or simply get moving again – I’m here to help. Whether you need a CX sounding board, a strategic sprint, or a fresh pair of eyes.

Let’s make sure your strategy is the plan of a winner.

I’ve got my blue dress on and I’m cheering you on – go for that yellow jersey!

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. 

 

/door

Why warmth might be your most powerful leadership skill (even in CX)

Let’s start with something every customer experience leader needs to know.

Not just a “nice-to-know” insight, but the kind of truth that reshapes how you lead.

According to research by Drs. Susan Fiske and Nicolas Kervyn from Princeton University, people judge others – yes, including us CX professionals – based on two qualities: warmth and competence.

Warmth is about friendliness, trust, and empathy.
Competence is about skill, results, and effectiveness.

Now here’s the surprising part:
In collaboration, warmth often matters more than competence.

People would rather work with a Lovable fool than a Competent jerk. Why? Because warmth builds trust. It opens the door to real conversations. It creates a feeling of safety. And when you combine it with actual competence, that’s when real leadership power shows up.

There’s even a model for it (you know I love a good visual):

  • Lovable star (High warmth, high competence): desperately wanted
  • Competent jerk (High competence, low warmth): mostly avoided
  • Lovable fool (High warmth, low competence): mildly wanted
  • Incompetent jerk (Low warmth, low competence): desperately avoided

A real-life Lovable star in the Dolomites

Last week, I saw this theory in action. Call it real-life research.

We were supposed to head to Tuscany to see the Mille Miglia. But with 34 degrees forecasted, we pivoted.
New plan: the Gloriette Guesthouse in Oberbozen, nestled in the Italian Dolomites. Just 25 rooms. A rooftop infinity pool (yes, that photo). And a soul as generous as the surrounding mountains.

The service? Impeccable. Warm and professional. But one person stood out.

Andi, the owner, who runs the hotel with his wife Junika.
He checks in guests himself. Chats during breakfast. And on Thursdays, he hosts a wine tasting (he’s a certified sommelier) filled with stories, passion, and local pride. Of course we joined ????.

Andi knows what he’s doing. He does it with grace. And he does it with a smile.
True competence. Even greater warmth.

He doesn’t just run a hotel. He creates a feeling.
That’s what made him, without a doubt, the Lovable Star.

And that energy? It sticks.

The pitfall of the Competent jerk

Confession: when I get busy or hyper-focused, I can lose my warmth.
I get snappy. Quick. Impatient. (Sorry!)

Not exactly the vibe you want – unless you’re aiming for “Competent jerk in a blue dress.”

So I took a moment. Floated in the rooftop pool. Reconnected.

I may have looked like a full-blown influencer, but what I really did was reset.
Breathe. Reflect. Remember who I want to be.

Not just skilled. But kind.
Not just effective. But empathetic.
Not just competent. But warm and competent – in balance.

So, CX leader, here’s your reflection:

  • Where do you land on the Warmth-Competence matrix?
  • Are you showing up with warmth in your meetings, feedback, hallway chats?
  • Are you the Lovable star – or is it time for a reset?

Because the truth is:
People don’t just follow smart leaders.
They prefer working with warm ones.

So whether you’re running a workshop, leading a session, or sending feedback – bring both:

Your competence.
And your warmth.

That’s where powerful CX leadership begins.

And PS: if you’re ever looking for an unforgettable stay in the Dolomites, check out Gloriette Guesthouse. My holiday is over, but I’m bringing a fresh dose of warmth back to Utrecht. CX hugs all around.

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. 

 

/door

The messy office, the Egypt joke, and a much-needed kick in the pants

Two moments this week made me stop, look in the mirror… and finally get my act together.

Moment one: a cheesy joke that hit a little too close to home

I was re-reading No Excuses by Brian Tracy (yes, that old classic), when I came across this line:

“Denial is not a river in Egypt.”

At first, I didn’t get it. Cue the Scooby-Doo face: eyes squinting, brow furrowed, and that confused “Huhhh?” sound. (Yes, I’m showing my age here.)

And then it landed. Hard.

The quote appears in a chapter about self-discipline and courage – about facing fears and moving through resistance.

Suddenly, I saw my office. You know, the part that doesn’t show on Teams. The piles of books. The speaker materials. The overflowing cabinets. It’s been like this for over two years.

I see it every day. I don’t like it. But I’ve been telling myself it’s “not that bad.”
Denial with a capital D.

Moment two: someone else’s challenge lit a fire under me

Later that week, during a CX Leadership Masterminds session, one of the participants brought a real challenge to the table. We brainstormed, reflected, explored… but she couldn’t commit to action.

So I asked her, “When are you going to plan time to start?”

She said, “Tomorrow.” And she promised to post her progress in our WhatsApp group.

After that call, I looked at my office again. BAM.
When was I going to stop pretending and do the same?
When was I going to create some accountability?

I had two options:

  • Keep saying I’ll get to it “someday”
  • Or finally get help, with accountability built in

So I Googled. Found a professional organizer in Utrecht. Called her. We’re meeting for an intake next week, and I hope to start somewhere in June or July.

She loves organizing. I love helping CX leaders spice up their leadership – or go for a long walk. Win-win.

This isn’t a sales pitch. It’s a nudge.

Because maybe… there’s a Denial river quietly flowing somewhere in your CX life too?

That stakeholder you’ve been meaning to call.
That customer journey that’s been 80% done since last year.
That blocked time in your calendar to finally work on your CX Strategy for 2027.

No more excuses.

You’re human. Things feel big and overwhelming sometimes. That’s okay.
But at some point, it’s about deciding. Acting. And finding accountability.

Tell a friend. Book time. Hire help. It all works.

I’ve been training with my personal trainer Mounir (@iwannaburnfat) for over six years. Without his accountability? I’d have quit in week three.

So… what’s your version of my messy office?

The thing you see every day but try to ignore?
I challenge you: call it out. Decide. Take one small action. Today.

And if you’re curious – yes, I will share a before-and-after photo of the office. Just to keep myself accountable too.

Now tell me… what’s your “office project”? Please send me a message – I’d love to hear 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. 

 

/door

The Boomerang effect: How a hidden bar inspired a new Customer Experience model

Last week, I had the pleasure of visiting Singapore – and what a week it was! I spoke at the APSS Speaker Summit, met fabulous fellow professionals, and on one unforgettable evening, hosted The CX Game at a local CX Meetup. A big thanks to Avi Liran for the connection and Irene Lim for the organization. And no, we didn’t meet in a conference room. Not in a hotel ballroom. But in a hidden speakeasy cocktail bar, tucked inside a historic colonial building: Chandu Bar.

And that evening? It didn’t just stay with me.
It sparked a whole NEW CX insight.

Let me explain.

I had the honor to speak to a group of 30 Certified Speaking Professionals, I could say, the crème the la crème of the speaker world. From Australia, to Malaysia, from the USA to India. Many of them sell keynotes and training – and I wanted to help them think through the customer experience they offer. I started with the fundaments, Forrester CX Pyramid: Effective, Easy, Enjoyable. But I felt… something was missing.

Because truly exceptional experiences?
They don’t just meet expectations, they are not just easy and enjoyable. No, those professionals want their experiences to be remembered. To be sticky. Not just their stage presence. But in the whole customer journey.

So I played around with the Forrester CX pyramid and… added a fourth layer: Memorable.
And that’s how the Boomerang CX Model was born, to show how great CX brings customers back. How to get repeat business (and boost ROI)!

Introducing the Boomerang CX Model

Let’s walk through the layers, and I am using that night at the Chandu bar as the example – to make it practical:

✅ Effective – Meeting needs

Chandu Bar, hidden within The Robertson House, does exactly what it promises: a crafted cocktail experience in a luxurious, history-rich environment. From the welcome to the drink menu, it delivers.

✅ Easy – Effortless

Finding it? A little tricky (as all good hidden bars are). But once inside, it’s smooth sailing. Quick, attentive service. Clear communication. Delicious drinks, no hassle. Even the ordering process was a breeze.

✅ Enjoyable – Positive emotion

The vibe? Spot on. Jazz in the background. Thoughtful interior design that nods to the past, because this was the place where Dr Robertson hosted his inner circle. Smoking Opium and doing business. And staff who actually enjoy sharing the bar’s story. I could feel the pride and passion, it was infectious.

✅ Memorable – Lasting impressions

Now here’s the magic: the coin.
A symbolic token shaped like the moon, a nod to the word “Chandu” (which means “opium” in Malay and “moon” in Hindi). The bartenders sometimes gift this to special guests, inviting them back for a drink, no strings attached.

That night, Kuma and Carlo, our wonderful hosts, gave me one too. A small gesture, yes. But one I’ll never forget. A token that is now on my desk in the Netherlands and I will always think back to that CX game nights in the Chandu bar.

That’s the Boomerang. That’s what brings people back. That’s what turns a good experience into a story you tell your friends, and why I gave the bar a five star review on Google and will tell all my friends to go.

How to translate this to your CX Leadership:

There are two questions worth asking when it comes to being memorable and that I want to give to you:

  1. What do your customers remember now about your organization’s customer experiences?
  2. Where in your journey could you add a memorable moment — like the Chandu coin?

So now, dear CX friend, I’d love your thoughts.

What do you think of the Boomerang CX Model?
Does it resonate with you? Would you add or change anything? Would you use it? Feel free to share your insights in the comments!

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. 

 

/door

Bold moves for a Customer-Centric future: Three CX shifts for 2030

In an increasingly competitive and dynamic business environment, customer experience must move beyond incremental improvements. It is time for bold, visionary moves that redefine how organizations prioritize, design, and deliver customer value.

During my recent keynote at the Asia Professional Speakers Singapore Convention, I was asked to share an “Amplified Imagination” – a forward-looking vision for the future of customer experience. This question challenged me to look beyond today’s best practices and imagine the transformative shifts that could truly embed customer centricity at the core of business strategy by 2030.

Here are three bold moves that I believe will shape the CX landscape in the next decade.

  1. From optional to essential: CX leadership at the core of strategy

By 2030, Customer Experience leadership must no longer be seen as a support function or a “nice to have.”

The bold move is this: every organization, from startups to global enterprises and governments, should have a Chief Customer Experience Officer (CCXO) at the boardroom table, with full strategic authority and a dedicated budget.

CX leadership must drive business growth, innovation, and operational excellence. Customer needs, expectations, and feedback should influence every strategic decision at the highest level. Organizations that fail to embed CX leadership structurally will be outpaced by those who recognize that sustainable growth is built through exceptional customer relationships.

  1. Empathy in action: Virtual reality as the new CX compass

Empathy has long been championed as essential to customer-centricity. However, in many organizations, it remains an abstract concept rather than an operational practice.

The second bold move: transform customer journey mapping from a theoretical exercise into a fully immersive, lived experience through Virtual Reality (VR).

By 2030, CEOs, executives, and frontline teams must be able to walk in the shoes of their customers – literally. VR technology will allow organizations to experience pain points, emotional highs and lows, and service gaps from a first-person perspective.

When empathy becomes embodied rather than imagined, customer-centric decision-making will naturally become the default. Businesses that adopt this technology will no longer guess what customers feel; they will know.

  1. Measure what matters: Making CX results public

Today, customer experience metrics such as NPS, CES, and loyalty scores are often shared internally – if at all. Financial KPIs dominate external reporting. This creates a misalignment between what organizations claim about customer centricity and what they transparently measure.

The third bold move for 2030: legally mandate the publication of Customer Experience Scores alongside financial results.
Customer satisfaction, ease, and loyalty metrics should be disclosed in annual reports and investor communications.

Public accountability will drive real commitment to CX excellence. It will empower customers, investors, and employees to make informed choices based not only on financial performance but also on customer-centric integrity. Organizations that truly value their customers will distinguish themselves, while those that fail to deliver will face real consequences in market trust and brand loyalty.

Leading the CX Revolution

These three shifts are not distant dreams. They are real possibilities, ready to be realized by organizations willing to think bigger, act bolder, and embed customer experience at the heart of their future strategies.

The CX revolution will not happen through incremental change. It demands visionary leadership, courage, and the willingness to challenge established norms.

The question is not if bold moves are needed. The question is: who will dare to lead them?

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. 

 

/door
,

Customers are part of the system: What every CX leader should know

We often look at customer experience as something we create. We design journeys, fix pain points, and work to improve NPS. But what if we are only seeing part of the picture?

In the latest episode of the CX Leadership Talks podcast, I had the pleasure of speaking with Sarah van der Wiel. She is an organizational consultant, the founder of Met Klanten, and the creator of Customer Constellations. Sarah brings a completely fresh perspective to the table, one that challenges many of our assumptions as CX leaders.

Her core message?
Customers are not outside the system. They are part of it.

That sentence alone is enough to stop you in your tracks. Because if that is true, then the way we see and solve customer experience issues needs to change.

Why systems thinking matters in CX.

Sarah explains systems thinking as a way of seeing the entire organizational ecosystem. That includes its structures, people, history, habits, and even its unspoken dynamics. All of these elements interact and create patterns that shape how customers experience an organization, often in ways we do not see.

So when we treat long waiting times, inconsistent service, or recurring complaints as isolated problems, we may be missing the bigger picture. We are treating symptoms, not causes.

A better question to ask might be:
What is this telling us about the system?

A story that stuck with me.

During our conversation, Sarah shared a powerful example from her work with a telecom infrastructure company. In that organization, people referred to “houses” when talking about their installations. The residents, the actual humans living there, were invisible in the conversation.

So Sarah made one small change. She started using the word “residents” instead of “houses.” That tiny shift created a huge ripple. People empathized differently. The customer became human again. From that moment, the team started setting shared goals like opening doors, being invited in, and leaving things tidy. Not technical goals, but human goals. The shift in language led to a shift in mindset.

What CX leaders can do.

If you are a CX leader and you have ever felt stuck solving the same problems again and again, this episode is for you. Sarah invites us to:

  • Look beyond quick fixes and listen to what the system is telling us
  • Get curious about power, silos, and organizational history
  • Use language intentionally, because how we speak shapes how we act
  • Slow down to see the bigger picture and fall in love with the problem

It is not just about being more empathetic. It is about structure, strategy, and creating change that lasts.

Want to hear more?

This is one of the most thought-provoking conversations I have ever had on the podcast.

Listen to the podcast episode here.
Connect with Sarah: Sarah van der Wiel on LinkedIn
Learn more: metklanten.nl

If you are dealing with recurring CX challenges, this episode might just be the invitation to start seeing things differently.

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. 

 

/door