CX Leadership Talks

Welcome to a brand new episode of CX Leadership Talks! 

In this episode, Nienke Bloem CCXP shares a personal story from her time at KPN that completely changed how she looked at leadership. A Valentine’s Day blog, a bold email to the CEO, and one big aha moment led her to realise that real CX leadership starts when we stop judging and start joining. 

Too often, CX leaders complain that management “doesn’...

Welcome to a brand new episode of CX Leadership Talks! 

What if CX leadership was more about heart than KPIs? In this fresh, feel-good episode, your host Nienke Bloem CCXP explores what happens when we swap frameworks and dashboards for belief, curiosity and connection, inspired by none other than Ted Lasso. 

From her sunny spot in the south of France, Nienke shares how a cheerful TV coach can teach us five timeless lesso...

Welcome to a brand new episode of CX Leadership Talks!

Too many CX leaders are hired to create change… yet end up playing it safe. Organizations reward dashboards, quick wins, and staying in the background. But as your host: Nienke Bloem reminds her listeners, CX is not about management, it is about leadership. 

In this episode of CX Leadership Talks, Nienke shares the five areas where CX leaders play it too safe, and the bold lead...

In this episode of CX Leadership Talks, Nienke Bloem CCXP MBA explores the fascinating concept of thin slicing,  the psychological phenomenon that shows how just a few seconds of behavior can reveal the bigger truth.

From leaders canceling contact center visits to technicians arriving late, from the reviews customers leave online to the culture that lives inside organizations, thin slices are everywhere. And they matter.

Drawing on...

The future of customer experience isn’t 10 years away, it’s happening right now. In this episode of CX Leadership Talks, your host Nienke Bloem CCXP sits down with Bart Verouden, CCXP, Senior Manager Innovation & Business Development at Accenture, Lean Black Belt, and lifelong learner.

Bart is part of the team behind Accenture Song’s Life Trends Report, a yearly study that combines global research, expert insights, and real hu...

Too many CX strategies are either far too complex… or don’t exist at all. That’s why in this episode, your host Nienke Bloem, CX educator and speaker, takes you on a journey into one of the most powerful tools you can have as a CX leader: your Strategy on a Page (SOAP).

Your Strategy on a Page is the bridge between vision and execution. Without it, your CX story risks staying a dream. With it, you have a clear, shareable, actionabl...

In this final episode before summer, Nienke shares her Power of ONE, a refreshing take on CX leadership that skips the frameworks and dives into behavior, trust, and real connection. 

You’ll get: 

• 3 CX micro-missions
• 9 practical actions (yes, totally doable!)
• A summer challenge: pick one each week and go for it 

Backed by insights from Harvard Business on how trust is built through small, authentic actions, this episode...

This episode is in Dutch 🇳🇱

Hey there! Normally, this podcast is in English – but for this special episode, we’re switching to Dutch. Why? Because the conversation needed to be raw, real and relevant for the Dutch-speaking women in CX and customer service leadership roles. Of course I am helping you out, this is the link to a blog with the insights in English

In deze aflevering spreek ik met Elisa de Groot, expert op het gebied v...

Ever felt your brilliant CX roadmap hit a brick wall of internal resistance? In this solo episode, your host Nienke Bloem reveals why influence inside your organization depends on two human signals - warmth and competence - and how you can dial up both to become the Lovable Star colleagues trust and senior leaders follow.  

Inspired by a mountain-top holiday encounter with a servant-hearted hotel owner and a candid leadership lesso...

Welcome back to CX Leadership Talks! In a refreshing role reversal, today Nienke Bloem - your host - takes the guest seat, joining host Adam Dorrell for a conversation you don’t want to miss. Known for her infectious energy and practical approach to driving real change, Nienke opens up about what it really means to “spice up” customer experience - hint: it starts with leadership. 

Together, Adam and Nienke cut through CX industry j...

Welcome to a fresh episode of CX Leadership Talks, hosted by Nienke Bloem - the international customer experience expert known for her practical wisdom and signature blue dress! In this special “back to basics” episode, Nienke dives deep into the essentials of making your customers come back for more. You’ll get an insider’s look at her new CX Boomerang model - a simple yet powerful framework designed to help you create experiences...

You’re probably expecting to hear Nienke’s familiar voice in this episode - but not today. Surprise! This episode was not recorded by Nienke. In fact… it wasn’t recorded by a human at all.

While Nienke was in Singapore, diving deep into all things Artificial Intelligence - from chatbots to content creation, from productivity boosters to playful creativity - something unexpected happened. AI got its hands on her book CX is a Pilgrim...

Welcome to a new solo episode of CX Leadership Talks! Today, Nienke Bloem CCXP dives into a topic that can transform your CX leadership journey: mentorship.

With over 53 CX leaders mentored since 2020 through her Masterminds and individual mentoring programs, Nienke shares why having a mentor is not a luxury, but a real accelerator for your success as a CX leader, expert, or consultant.

In this episode, you’ll learn:

• Why me...

In this eye-opening episode, Nienke Bloem talks with organizational consultant and founder of Met Klanten, Sarah van der Wiel, about how systems thinking can transform the way we approach customer experience.

Sarah shares her unique blend of expertise - from CX and behavioral design to organizational anthropology and systemic work - and introduces us to her newest method: Customer Constellations.

Together, they explore:

• Why cu...

In episode 50 of the CX Leadership Talks podcast, Nienke Bloem celebrates this milestone moment by taking you on a personal and powerful journey through her CX education experiences.

She shares the lowlight that started it all - a disappointing CX course in London - and how that frustration became the spark to build her own CX training programs. From there, she reflects on seven key learning experiences that shaped her leadership, ...

Title: #49 Stop being the Best-Kept secret in your company - Make your CX Story stick

Welcome back, my CX friends! In this episode of CX Leadership Talks, I'm diving into the art of crafting unforgettable customer experience stories that truly stick and leave a lasting impact.

Drawing inspiration from one of my favorite books, "Made to Stick" by Dan and Chip Heath, I'll be sharing six transformative elements to take your CX narrati...

Are you constantly tweaking your CX message for different audiences? Do leaders, employees and stakeholders hear different versions of what CX means in your organization? If so, you might be diluting your impact instead of strengthening it.

In this episode of CX Leadership Talks, your host Nienke Bloem CCXP shares why the best CX leaders don’t change their story every time, but instead have ONE clear, repeatable CX story that align...

In this week's episode of CX Leadership Talks, host Nienke Bloem dives into a critical challenge for CX leaders: how to create a true sense of urgency around customer experience (CX). Without urgency, even the best CX strategies can stall.

Through her journey with KPN and her work with clients, Nienke shares how organizations - commercial or governmental - can prioritize CX more effectively. She introduces the "CX Time Trap", expla...

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders that want to spice up their leadership.

In this week’s special edition, your host, Nienke Bloem CCXP, introduces her innovative CLEAR method designed to help CX leaders make complex customer experience concepts clear. Nienke tackles one of the biggest frustrations in the industry: how to make sure that stakeholders truly understand and act on CX concepts an...