Tag Archief van: cx

Leveraging Global CX Day to create a ripple effect in your organization

Global CX Day is fast approaching, and I absolutely can’t wait. For those who don’t know, the Customer Experience Professional Association (CXPA) kicked off this celebration in 2013, and we mark it on the first Tuesday of October each year. It’s our time to celebrate the incredible profession Customer Experience (CX) Management, recognize the professionals who drive it, and promote a culture centered on our customers. But the real power of Global CX Day lies in how we leverage it to inspire our teams, improve customer experiences, and elevate our leadership.

In my recent podcast episode of CX Leadership Talks, I dived into some actionable strategies to make Global CX Day impactful at three different levels: organization, team/program, and you as a leader. Let’s break it down, shall we?

A. Organization level

To make Global CX Day resonate across the entire company, it’s essential to engage everyone in enjoyable and meaningful activities. Here are three ideas to get your juices flowing:

1. Organize a Global CX Day: Plan a day brimming with activities like guest speakers, customer panels, and leadership discussions. This isn’t just about recognizing CX – it’s about motivating team-wide participation and engagement.

2. CX hackathon: Celebrate innovation by organizing a hackathon where teams brainstorm and pitch ideas to enhance customer experiences. Seek quick wins that can be implemented immediately, fostering a culture of continuous improvement.

3. Customer week: Why limit the celebration to one day? Expand it to a week dedicated to customer experience, filled with workshops, games, and interactive sessions. Companies like Thomas Cook have successfully done this, making it a cherished annual tradition.

B. Team/Program level

Your CX team is at the forefront of these initiatives. Energize them with programs that highlight storytelling, feedback, and cross-team inspiration:

4. CX storytelling: Empower your team to share customer stories through recorded interviews and internal forums. These narratives create a shared vision that everyone in the company can connect with and act on.

5. Customer feedback marathon: Dedicate a full day to dive deep into customer feedback from various sources. This helps pinpoint common trends and pain points, laying the groundwork for actionable insights and improvements.

6. CX Inspiration carousel: Organize sessions featuring CX experts, inspiring videos, and book discussions. Sharing best practices and learning from ‘failures’ can significantly enhance team creativity and innovation.

C. You as a leader

As a leader, you staying inspired and being involved is critical. How about you use Global CX Day and spice up your leadership?

7. Thank You express: Show your appreciation by sending personalized thank you cards to employees, customers, and partners. There’s something incredibly powerful about a handwritten note that strengthens relationships.

8. Small engagement tactics: Sometimes, it’s the small gestures that mean the most. Distribute customer-centric stickers, organize casual gatherings with coffee and cake, or use banners to create an inclusive and celebratory atmosphere.

9. Celebrate with peers at a CXPA event: Join the festivities of the CXPA globally, or join your local chapter. For example in the Netherlands we are hosting our flagship event where 125 CX leaders come together, learn, share and have a great time.

Small suggestion: don’t forget the evaluation phase

One thing I’ve learned is the evaluation phase often gets overlooked. It’s crucial to take time to evaluate what worked and what didn’t after your events. Make this a part of your planning process. It ensures that next year’s Global CX Day will be even more impactful.

So, whether you’re planning grand organizational events, energizing your dedicated CX team, or simply leading by example, these initiatives can transform Global CX Day into a cornerstone of your company’s customer-centric culture. Get ready to inspire your team, delight your customers, and spice up your leadership.

Remember, continuous learning and celebrating our successes play a significant role in thriving within our profession. Let’s make this Global CX Day unforgettable! Please listen to the whole episode of the podcast, I give many more examples and practical tips.

And don’t forget to tune into our next episode, where we’ll focus on journey management with a special guest. Trust me, you don’t want to miss it. Happy CX Day planning!

 

Listen to this podcast episode now!

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A symphony of memories: how André Rieu’s VIP Experience redefined customer excellence

Last year, after my mom recovered from a serious illness, I asked her what she wanted to experience most. To my surprise, she answered, “I want to go to an André Rieu concert.” Though it had never been my dream, I was 100% in for her.

Who Is André Rieu? The maestro of joyful music experiences

In case you don’t know André Rieu, he’s one of the biggest musical export products from the Netherlands. He delights audiences worldwide with his famous waltz and light orchestra performances. Every July, he performs 12 nights in his hometown of Maastricht, transforming the heart of the city into an open-air theater. To make the occasion extra special for my mom, I opted for the André Rieu VIP experience, which included everything from hotel accommodations to concert tickets. It was the ultimate treat, and we were made to feel like true VIPs from the start.

From bubbles to lanyards: the warm welcome at the hotel

Upon arrival at the Kruisheren Hotel, we were greeted with a larger-than-life photo opportunity and a glass of champagne. Our VIP status was clear with special lanyards, and from there, we let ourselves get swept up in the experience.

A visit to André Rieu’s castle: a VIP surprise

One of the most unexpected highlights was a tour of André Rieu’s castle, where his son Pierre greeted us like royalty. We toured the ground floor, enjoyed a slice of local ‘Vlaai’ in the beautiful garden, and even snapped a selfie with Pierre! Throughout, the immaculately dressed André Rieu Travel hostesses made sure we felt pampered.

Thoughtful details: a well-crafted customer journey

Returning to the hotel for a short break, we discovered thoughtful gifts like a cushion for the concert, cookies, and a branded photobook on our beds. These small touches reflected the careful planning that made the experience not only enjoyable but also stress-free. Every part of the evening was perfectly orchestrated, from dinner accompanied by members of the André Rieu orchestra to walking with our group to the Vrijthof concert venue, led by a brass band. Sitting in the second row, we enjoyed the music, fireworks, and the joyful atmosphere that culminated in afterparty drinks back at the hotel.

The power of the Peak-End Rule: a brilliant finale

Just when I thought the experience couldn’t get any better, André Rieu Travel delivered one final surprise at breakfast. A five-star buffet was accompanied by an André Rieu newspaper, and there, on page three, was a picture of my mom and me among the VIP guests. It was an unforgettable end to an already magical journey.

Customer Excellence lessons from this VIP Experience

1. Craft a Seamless and Thoughtful Customer Journey

  • Lesson
    Paying attention to every detail of the customer journey, from booking to the final moment, can create a seamless and memorable experience that exceeds expectations.
  • Example
    The André Rieu VIP experience was meticulously planned, with thoughtful elements like breaks, branded gifts, and a flawless schedule, ensuring an enjoyable and stress-free time for guests.

2. Incorporate Personalization and Special Touches

  • Lesson
    Personal touches and surprise elements can enhance the emotional impact of an experience, creating lasting memories.
  • Example
    Personalized details like concert cushions, cookies, a photobook on the bed, and guest photos in a special edition newspaper made the experience unique and deeply personal for us.

3. Leverage the Peak-End Rule to Leave a Lasting Impact

  • Lesson
    The Peak-End Rule states that people remember the most intense parts of an experience (peaks) and how it ends. Focusing on these moments ensures a lasting, positive impression.
  • Example
    The five-star breakfast and personalized newspaper featuring guest photos were the perfect way to end the experience, creating an emotionally impactful memory that will last a lifetime.

This blog is part of the 4-part series Summer CX Experiences: The Good, Bad, Better and Brilliant.

 

*****

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. 

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The power of pride: how TeamNL House made our Olympic Experience unforgettable

Have you ever visited the Olympics? Well, I hadn’t either. So, I surprised my daughter with a trip to Paris to attend the women’s soccer final, where Team USA triumphed over Brazil. However, the true highlight of our trip was visiting the TeamNL House.

Discovering the national Houses at the Olympics

I had no idea that many countries had their own “house” in the Olympic host city. As we walked to the TeamNL House, we passed the Brazilian, Mexican, French, and Indian houses. It was fascinating to experience the pride and cultural diversity of each nation firsthand.

We were fortunate to have pre-booked our tickets to the TeamNL House, as it was sold out by the time we arrived. People were still hoping to get in! The entire process was seamless, thanks to a handy app that provided entry tickets, a program of events, and a map of the area.

Holland Heineken House becomes TeamNL House

I had heard about the Holland Heineken House in previous years, but I wasn’t prepared for the size and energy of the TeamNL House. Hosting 7,000 visitors daily, the venue was a sea of orange – a true celebration of Dutch pride. My daughter and I joined in, donning our orange outfits (a must at Dutch events!).

How TeamNL House created a sense of pride and connection

The organizers of TeamNL House incorporated the EPIC formula from the book The Power of Moments by Dan and Chip Heath. They made everyone feel proud and connected, with 99% of visitors dressed in orange and cheering on Dutch athletes. At the central square, we witnessed the male track cyclists earn medals and saw the women’s hockey team win gold, which elevated our pride even further.

Smart branding: TeamNL merchandise and goody bags for kids

Of course, we couldn’t resist purchasing TeamNL merchandise – from shirts and sweaters to cuddly toys. They even offered free goody bags for kids, which was a genius move to foster a connection with sports and Dutch culture from a young age.

The better party: celebrating Olympic medalists with Rob Kemps

Inside the venue, the party kicked off with Rob Kemps as MC, and the celebration of medal winners added to the excitement. We watched bronze medalist kitefoiler Annelous Lammerts receive her special medalist jacket, and the ritualistic walk into the arena filled us with goosebumps. Pride soared to new heights!

A Dutch party like no other: Kraantje Pappie and the ultimate celebration

The night was a blast, with Dutch artist Kraantje Pappie performing and everyone singing along to “Everybody is welcome in the party tent.” The atmosphere was electric, and it was a celebration we’ll never forget. Check out my video for a glimpse of the incredible energy inside TeamNL House!

Key Takeaways: Customer Experience Lessons from TeamNL House

1. Create an immersive and emotionally engaging experience

  • Lesson: Immersive experiences that evoke emotions like pride and connection can leave a lasting impact on customers and enhance satisfaction.
  • Example: TeamNL House fostered a deep sense of national pride through shared experiences, such as witnessing Dutch athletes win medals and participating in meaningful rituals.

2. Leverage exclusivity and anticipation to build excitement

  • Lesson: Offering exclusive experiences or products, coupled with anticipation, can drive customer enthusiasm and engagement.
  • Example: The exclusivity of TeamNL House tickets and the anticipation built around the event contributed to the excitement and overall positive experience.

3. Integrate brand merchandise and freebies to enhance loyalty

  • Lesson: Branded merchandise and free gifts can boost customer loyalty and create lasting memories tied to the brand.
  • Example: The strategic availability of TeamNL merchandise and free goody bags for kids not only increased sales but also strengthened long-term brand loyalty.

This blog is part of the 4-part series Summer CX Experiences: The Good, Bad, Better (this one) and Brilliant.

 

*****

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

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

Welcome to CX Leadership Talks, where we dive deep into the world of customer experience management and leadership. In this episode, our host Nienke Bloem reflects on a crucial aspect of decision-making – the interplay between conscious and unconscious thinking.

Because do you also sometimes live on the automatic pilot? And in our CX leadership roles, we can miss out. So… Drawing insights from Daniel Kahneman’s work on System 1 and System 2 thinking, Nienke shares real-life examples and practical tips for CX leaders to cultivate a more conscious approach to decision-making.

Nienke highlights three compelling examples from her mentor calls, showcasing how conscious decision-making can lead to more strategic project selection, adept stakeholder engagement, and compelling storytelling within organizations. With practical advice and actionable takeaways, she encourages CX leaders to make conscious decisions, engage in System 2 thinking, and refine their approach to communication and project management.

Join us as we explore the value of making more deliberate choices, the impact of conscious decision-making on leadership, and how it can lead to greater success and recognition in the CX field.

Whether you’re a seasoned CX leader or aspiring to take on a leadership role, this episode offers thought-provoking perspectives to elevate your decision-making and leadership abilities. Tune in for a dose of inspiration and actionable insights to enhance your CX leadership journey.

Timestamped overview

00:00 Encouraging conscious decision-making and leadership impact.

05:14 Slow, effortful, logical; essential for complex problem-solving.

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

12:42 Use multiple models to strengthen your methodology.

15:54 CX leaders need conscious communication for success.

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


Want to grow as a CX Leader?

Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio: https://www.nienkebloem.nl/en/cx-educatie/

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

 

*****

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

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

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person 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. 

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Nine tips for driving impact through Closing the Loop

Welcome back to the CX Leadership Talk podcast. In this episode, your host Nienke Bloem digs deep into the topic of ‘Closing the Loop’ in customer experience management. Drawing from her recent experiences, Nienke shares 9 insightful suggestions to boost your closing the loop program, from co-creation sessions and individual feedback research to risk management and reporting on customer feedback improvements.

Through engaging and practical tips, Nienke emphasizes the importance of investing in the outer and inner loops to enhance customer experiences. This episode provides a comprehensive exploration of the challenges, strategies, and practical actions related to the closing the loop process in customer experience management. Here are 3 key takeaways from this episode:

  1. Co-create for impact: Organizing a world cafe setting to engage all stakeholders in improving the closing the loop process can lead to insightful discussions and impactful solutions.
  2. Growth hacking approach: Implementing ‘Friction Fridays’ where teams come together to solve specific issues can lead to continuous improvements and boost team morale.
  3. Customer-centric reporting: Reporting on the progress of closing the loop, including NPS and customer feedback improvements, can provide a transparent view of the organization’s commitment to acting on customer feedback.

Tune in to gather wisdom from Nienke’s solo episode and discover how to improve and finetune your initiatives for closing the loop to new heights.

Timestamped overview

00:00 CX Leadership podcast: “Closing the Loop Program”

05:53 Improving customer experiences, energizing with practicality.

06:33 Host World Cafe event for deeper process review.

10:10 Clarifying ownership and strategy in customer feedback.

15:28 Identify and address risks with strategic solutions.

17:21 Address big issues every other Friday strategically.

20:49 Send biannual surveys, track improvements, and communicate.

22:45 “9 tips for enhancing customer experience management.”

The outline above offers a comprehensive overview of this episode’s content.

 

In the podcast Nienke mentions the World Cafe setting, more on that here.

Want to grow as a CX Leader? Contact Nienke Bloem. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio: https://www.nienkebloem.nl/en/cx-educatie/

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

 

*****

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

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

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person 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. 

/door

Strategy 50: Let’s put a dent in the universe

One of my heroes, Steve Jobs, said, “We are here to make a dent in the universe, why are we here in the first place.” And I totally agree, that’s why the last strategy (number 50!) is: let’s make a dent in the universe. And enjoy the ride!

The last chapter and therefore the last video about my book ‘CX is a pilgrimage’. I hope that by now you have boosted your leadership (and your life) and that my strategies have inspired you to make every day better and more exciting.

Thank you for traveling with me, I am extremely grateful for that!

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.

 

*****

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. 

/door

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!

/door

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.

 

*****

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. 

/door

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

/door

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.

 

*****

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. 

/door