Tag Archief van: speaker

Crafting impactful CX Stories: Four types of personal narratives

Let’s dive into the ever-evolving world of customer experience (CX) together, because you and I both know that being a CX leader is more than just understanding customers. It’s about crafting authentic, engaging stories that resonate not just with your customers, but with your teams as well. I spoke about this in my latest episode of the CX Leadership Talks podcast, and I want to share some of the key takeaways with you. Of course feel free to listen to the episode.

The storytelling challenge

One of the biggest hurdles for many of us in CX leadership is storytelling. We work in a world dominated by data, metrics, and KPIs, but storytelling? Now that’s the secret sauce that turns transactional relationships into meaningful connections. I love digging into this topic, and in the podcast we talked about how important it is to infuse personal stories into our corporate lives. But I get it – many leaders struggle with this because the corporate world can feel too rigid for that kind of vulnerability.

Why personalization matters

Here’s the thing: storytelling isn’t about entertaining people (though that’s a bonus!). It’s about engaging people in a way that inspires change. Personal stories make you more relatable, likeable, and authoritative, and they build trust – something we desperately need in leadership roles. The challenge? Crafting stories that are personal yet aligned with your corporate message. I’m not saying it’s easy, but it’s essential. And it takes practice, believe me.

Four types of personal stories every CX leader should use

Let me break it down for you – there are four types of personal stories that can elevate your CX leadership game:

  1. Personal customer experiences
    Sharing your own customer experiences with customers is a powerful way to bring real-world insights into your organization. I once had an unforgettable experience with Emirates Airlines where Miriam, the flight attendant, really worked her magic in closing the loop. That small detail? It transformed their service from good to extraordinary.
  2. Life events or family background
    These stories add depth and context. One of my favorite examples comes from a municipal director who used his experience as a student worker to revolutionize how they trained employees in customer service. Who would’ve thought, right?
  3. Customer stories that impacted you
    When a customer leaves a lasting impression, that’s a story worth telling. It’s a great way to show that personal connections matter more than just transactions.
  4. Personal interests or hobbies
    We’re all more than our job titles. Sharing your hobbies, whether it’s art or (in one of my podcast examples) a love for a particular number like seven, makes you more relatable and approachable.

How to develop your storytelling skill

So, how do you get better at integrating personal stories into your CX leadership? I’ve got you covered. Start by drafting story ideas – yes, put pen to paper! Experiment with these in your communications and presentations. Aim to incorporate at least two personal stories in your messages to make them more engaging.

And hey, if you want to really level up, my upcoming webinars on November 5th and 6th are the perfect place to hone these skills. I’ll be sharing my CX Story Blueprint, and you’ll walk away with practical tools to use in your leadership.

So here’s my final thought for you, dear friend: yes, CX leadership is challenging, but by embracing the power of storytelling and making it personal, you can inspire real, lasting change. You’ve got this!

And of course, you can listen to this episode of our podcast here.

 

*****

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

Playing to Win: Gamification Tactics for CX Success with The Customer Experience Game

As customer experience (CX) continues to be a key differentiator for businesses, CX leaders face continuous challenges and opportunities. In a recent episode of “CX Leadership Talks,” I interviewed Babs Asselbergs, with whom I founded The Customer Experience Game. We had a stimulating discussion on designing a game to engage participants in workshops on customer centricity. Beyond the game itself, during our conversation we explored numerous challenges faced by CX leaders and how they can be addressed. Let’s explore some insights and strategies shared in the podcast that can help you as a CX leader navigate these challenges.

1. Engaging teams in CX initiatives

One of the key challenges discussed revolved around engaging teams in CX initiatives. Babs emphasized the need to make CX tangible by using creative methods like gamification and storytelling. CX leaders can take a cue from this approach and invest in innovative ways to engage their teams, such as workshops, interactive training sessions, or even leveraging technology to create immersive experiences.

2. Breaking down silos

Our conversation highlighted the importance of breaking down silos and fostering collaboration among different departments to deliver a seamless customer experience. CX leaders can address this challenge by creating cross-functional CX teams, establishing shared goals, and ensuring that everyone in the organization understands the impact of their actions on the overall customer journey.

3. Adapting to the virtual environment

The shift to a virtual work environment, accelerated by the global pandemic, has presented unique challenges for CX leaders. In the podcast we discussed how the CX game transitioned to an online version, although with some technical challenges. CX leaders need to adapt their strategies to ensure that remote teams stay connected, using virtual collaboration tools and platforms to facilitate CX-focused activities and workshops. Miro – the board Babs works online with for The Customer Experience Game – is a good example to stimulate remote co-working.

4. Driving employee engagement and ambassadorship

Employee engagement emerged as a critical factor in delivering exceptional CX. Babs underlined the importance of leveraging gamification to drive employee ambassadorship and teach a customer-centric mindset across the organization. CX leaders should focus on recognizing and rewarding employees who embody the organization’s CX values, along with providing ongoing training and development opportunities.

5. Nurturing creativity and innovation

Creativity was a recurring theme throughout the podcast, with Babs emphasizing the role of creativity in designing effective workshops and learning experiences. CX leaders can encourage creativity by providing employees with the freedom to experiment, encouraging a culture of continuous learning, and investing in resources that stimulate innovation, ultimately leading to new and improved CX strategies.

Conclusion

In conclusion, this episode of “CX Leadership Talks” provided valuable insights into the challenges faced by CX leaders and the strategies to overcome them. As the CX landscape continues to evolve, the ability to engage teams, break down silos, adapt to virtual environments, drive employee engagement, and nurture creativity will be instrumental in delivering exceptional customer experiences. By embracing these insights and proactively addressing these challenges, CX leaders can position their organizations for sustained success in the competitive CX arena.

About The Customer Experience Game and the podcast

Real action, learning and fun. That’s The Customer Experience Game®. This board game will significantly enhance your and your colleagues’ awareness of Customer Experience. Not only while having fun and battling each other as a team, but also in finding answers to those Customer Experience challenges. The CX Game immediately puts all in action mode. Because learning and having fun are not enough; we aim for all to take action! So, do you want to let your team discover and embrace Customer Experience in a fun way? Play the CX Game! You can be sure you’ve found an active and enjoyable approach that will excite everyone! And of course, if you want to listen to our conversation, listen to our podcast 😀

 

*****

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

Everything you always wanted to know about the International Customer Experience Awards – the basics of my interview with Vuk Vukanovic

So, CX leaders, if you’ve been yearning for recognition and the opportunity to showcase your customer experience initiatives, look no further than the International Customer Experience Awards. In a recent episode of CX Leadership Talks, I interviewed Vuk Vukanovic and we delved into a comprehensive conversation about the awards, providing valuable insights and practical details for potential participants. Let’s recap the key takeaways and everything you need to know about these prestigious awards.

The driving force behind the Awards

Vuk Vukanovic, sales manager at Awards International, part of a brilliant team; shed light on the driving passion behind the customer experience awards. He emphasized the platform’s commitment to recognizing and nurturing exceptional customer experience initiatives, offering participants learning opportunities, and providing global recognition. Furthermore, the awards facilitate networking and offer valuable feedback, contributing to a fun and enriching experience.

Award categories and entry process

Vuk outlined the various award categories available, including best CX leader, best Voice of the Customer, best CX team and for example employee experience. Look at the website for all categories you can compete in! What I found interesting is that potential participants were encouraged to consider entering more than two categories, especially if their company has multiple impactful initiatives worth showcasing. We most certainly indicated how important the importance of providing tangible evidence and financial impact of CX initiatives was, along with the need for concise and specific entries. This ensures that the quality of submissions aligns with the awards’ high standards and avoids wasting judges’ time.

Benefits of participation

As have being a judge for several years, I underscored the benefits of being a judge, highlighting the opportunity to gain practical insights into the CX field by being part of the judging process. These insights often involve judging rounds on paper and live presentations, offering a unique chance to learn from the best in the industry. In addition to recognition and networking opportunities, participation can provide indirect opportunities for business growth, making it an invaluable experience for CX leaders and professionals.

The Awards’ global reach

The conversation also touched upon the global growth and expansion of the International Customer Experience Awards, showcasing its impact in various countries. The transition to online events due to COVID-19 and the professionalization of the team behind the awards highlighted the adaptability and dedication of the platform to continue delivering excellence. In 2024 the awards show will be hosted live in London!

Case studies and success stories

Vuk and I shared numerous success stories, including a case where a CEO entered the UK Customer Experience Awards, winning multiple gold awards that contributed significantly to the sale of the company for £200,000,000. The story underscored the power of recognition and validation in driving business success. Other stories, such as Clint Payne winning the CX leader of the year, showcased the transformative impact of the awards on individuals and organizations, further reinforcing its value.

The importance of empathy and understanding

Vuk shared a personal experience related to the importance of customer empathy, emphasizing the significance of passion, hard work, and understanding in the context of business. This theme of empathy and understanding resonated throughout the discussion, emphasizing the importance of these qualities in driving exceptional customer experiences.

Networking and follow-up opportunities

We also touched upon the networking aspect of the awards, highlighting the potential for follow-up chats with interested parties, post-award ceremonies. This emphasizes the lasting connections and opportunities for collaboration that the awards can facilitate, further enriching the experience for participants.

Wrap-up and Call to Action

This is your moment to think about joining the upcoming International Customer Experience Awards in 2024, with its online judging and networking events. Step out of your comfort zone, join the awards in London in November 2024, and embrace the priceless learning and recognition opportunities the platform offers.

In summary, the International Customer Experience Awards offer a unique platform for CX leaders to showcase your initiatives, gain recognition, and facilitate unique connections within the global CX community. The passion and dedication behind the awards, combined with the strategic guidance and insights, make it an unmissable opportunity for CX professionals looking to make an impact and gain global recognition.

So, whether you’re an established CX leader or a rising star in the industry, consider entering the International Customer Experience Awards to leverage the incredible array of benefits and opportunities it brings. Do you want to learn more? Listen to our conversation on the podcast (as this is the summary). Because we believe that the path to success in CX is paved with recognition, learning, and meaningful connections – all of which the awards are specifically designed to provide.

Remember to mark your calendars for the upcoming 2024 International Customer Experience Awards and take that crucial step toward showcasing your exceptional CX initiatives. Your journey to global recognition and validation starts here.

 

*****

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

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. 

/door

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

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

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.

 

*****

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 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.

 

*****

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

Powering CX with AI: Robbert Dijkstra’s insights on leading the change

Welcome to another episode of CX Leadership Talks! In this episode, Nienke Bloem engages in a fascinating conversation with Robbert Dijkstra, the founder and CEO of Deepdesk. Robbert brings his wealth of experience in AI technology and innovation to the forefront as he discusses the deployment of AI in companies and its impact on improving customer experiences.

In this episode

Robbert shares insights on the use of ChatGPT for deploying AI in organizations and provides practical examples of how Deepdesk aligns its vision with customer needs by developing prototypes and gathering valuable feedback. He also delves into the impact of AI on organizations, sharing his experiences with DHL where AI led to significant improvements in customer service.

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

This episode is not just about AI technology, but also delves into practical advice for leaders and organizations looking to integrate AI into their operations. Robbert emphasizes the importance of practical experimentation with AI, advocating for its integration into daily work processes, and shares valuable insights on building a culture of ownership and responsibility within organizations.

In addition to all this, the episode is packed with valuable tips from Robbert on fostering curiosity and staying on top of the industry, along with recommendations for valuable entrepreneurship content.

Tune in to this enriching episode as Robbert Dijkstra and Nienke Bloem dive deep into the world of AI, customer experiences, and leadership in the contact center industry!

About Robbert Dijkstra

The future is here… and he loves it! Mesmerized as a young teenager by the endless possibilities of the Internet, Robbert is truly passionate about exponential technologies and digital disruption is what drives him. Shaping strategic vision on innovation, spotting opportunities, sharing these passions and collaborating with others to create impact is what Robbert enjoys the most.

Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.

Timestamped overview

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

04:53 Introduction of AI models in customer service.

07:37 Tailored models require specific training and data. Generative AI uses global data for broader applications.

11:09 Challenges with running AI models in production.

13:16 Larger companies handle challenges better through trials.

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

21:44 LLM improves software development and implementation efficiency.

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

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

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

32:43 Contact center transformation leading to cultural shift.

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

40:46 Agility and execution win hearts and minds.

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

48:10 Grateful for insightful AI discussion on podcast.

Robbert’s recommendations

Podcast ‘Doorzetters’ (in Dutch) by Ruud Hendriks and Richard Bross

And as promised, Robbert’s cliffhanger ;-): Ben Evans on What matters in tech?

/door