What female CX leaders can learn from the rules nobody teaches you
On this week’s podcast, something different. For once… it’s in Dutch. Why? Because the topic we discussed hit close to home and needed to be said the way we say things here: clear, direct, and with a touch of gezelligheid.
But don’t worry – here’s the essence in English. Because whether you speak Dutch or not, this is a game you’ll want to win.
The game no one told you about
Together with Elisa de Groot, gender diversity expert and co-founder of InTouch Female Leadership & Career Academy, we talked about the game being played in most organizations. The one with unwritten rules, hidden power plays, and archetypes that influence who gets the credit, who gets promoted, and who is simply… ignored.
Elisa has been helping women navigate these dynamics for nearly 30 years. And she’s not about pretending to be someone else. She’s about helping women expand their behavioral toolkit, so they don’t just work hard, but work smart.
For CX and customer service leaders: this is for you
As women in customer experience, we often lead with purpose, passion, and content. But when we don’t see our ideas landing, or we get passed over for opportunities, or we discover someone else is earning more for the same work, that hurts. Been there, done that. And I shared my own story on the podcast.
Key takeaways you should know:
- Success isn’t just about your content, it’s about how you play the organizational game.
- Influence starts with visibility. Stop hiding your ambition. Speak it out loud.
- Strategic doesn’t mean inauthentic. It means using both your feminine and masculine qualities.
- Start small. Try keeping a weekly “Tadaa notebook” where you list your successes. (Brilliant tip from Elisa.)
Why this matters
Because when women in CX rise, organizations get better. Customers are served with empathy and strategy. Teams get stronger. And let’s be honest: you deserve the recognition, salary, and authority that matches your talent.
Want more?
Elisa and I are co-hosting a Dutch masterclass on Stratego for Women on November 18. If you’re in the Netherlands (and speak Dutch) and want to expand your influence as a CX leader – you’re very welcome. Click here for more info.
And even if you don’t speak Dutch: this episode is a powerful reminder to look beyond your to-do list and start playing the bigger game.
Now it’s your turn.
What’s one thing you can do today to act more strategically?
Let me know – I love hearing from you.
Want more CX leadership insights? Listen to the full episode, connect with me on LinkedIn, and sign up for my weekly CX Greetz.
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.
