Episoder
-
In this episode of CX Leadership Talks, host Nienke Bloem and guest Avi Liran delve into the significance of empathy, gratitude, and creating genuine connections in customer experience and leadership.
Avi shares insights on the neuroscience behind delighting others, emphasizing its impact on trust, business success, and profitability. The conversation explores the importance of authentic appreciation, personal gestures, and creating delight in customer interactions.
Additionally, they discuss the implications of cultural sensitivity in gift-giving, the impact of fairness and respect on customer loyalty, and the empowerment of employees through delightful company culture. The episode also addresses the challenge of delivering delight in difficult circumstances and emphasizes the need for leaders to prioritize genuine connections with customers.
Join Nienke and Avi for this enriching episode and let Avi's wisdom inspire you to lead with empathy and create genuine delight in your customer interactions.
About Avi Liran (visit his LinkedIn profile here)
Traveling the world on a mission to delight one person, one workplace at a time. Learning and researching about creating positive and happier cultures to foster delightful employee experiences, thereby retaining, engaging and empowering them to in turn, deliver delightful customer experiences. Avi's keynote talks seek to inspire audiences while his training programs aim to help organisations make delightful transformations.With over 20 years of leadership in the corporate world (as a former diplomat trade commissioner and venture capital entrepreneur), Avi shares on stage real life experiences, case studies, stories and original thought provoking recipes that are easy to learn but sure to make an astounding impact.Timestamped overview
00:00 Finding purpose requires values, especially respect and fairness.
03:51 Mistake with booking bungalows, intern's error.
08:28 Delighting others triggers neuroscience rewards, leading to connection.
12:13 Father's sudden death changes perspective on life.
17:20 Contribution adds value, giving is what's wanted.
19:32 Unusual toilet paper Christmas gift creates laughter.
22:55 Busy, but let's chat over coffee later.
24:55 Belgium hospitals discover "mango moments" impact.
30:53 Beggar is a person putting stuff in bag.
32:48 Showing appreciation creates VIP status at restaurants.
37:11 Banks and relationships depend on offering support.
38:13 Be there for people, rebuild relationships, add value.
42:22 Powerful words to enhance communication impact.
46:01 Practice empathy, show gratitude, lead authentically.
-
In this episode of CX Leadership Talks, Nienke Bloem hosts guest Roxie Strohmenger. They discuss the importance of leaders connecting with their human side, understanding the connection between CX, perception metrics, and financial metrics, and learning the "love language" of senior leaders.
The conversation also delves into the elements of delivering world-class CX programs, building a web of data, understanding individual thinking processes, the book "Surrounded by Idiots," and the importance of agility, speed, and storytelling in CX. They emphasize the significance of understanding financial acumen, crafting a strong CX strategy, and rallying the organization for successful CX transformation.
The episode concludes with Nienke inviting listeners to share which elements they will work on and asking for recommendations on resources to become better CX leaders.
About Roxie Strohmenger CCXP (visit her LinkedIn profile here)
Roxie Strohmenger is an innovative CX Change Maker who believes great things don't happen in your comfort zone. She has a background as CX Consultant with Forrester and has had successful senior practitioner roles. She excels in leading CX transformations tied to operational metrics and financials. Her talent lies in delivering high-quality, revenue-impacting, and cost-saving customer experiences by defining, testing, and optimizing the customer lifecycle.Roxie is known for being a CX leader who breaks down silos and unifies an organization around a singular CX Vision, transforming strategy into execution to protect and expand revenue through scalable, human-centered experiences. She’s also known for identifying and cultivating the right emotion to deliver a differentiated, high-quality customer experience. She’s a servant leader who empowers professionals to realize their full potential. Besides that, she’s also a dynamic, passionate speaker who brings the customer to the foreground.
Timestamped overview
00:00 Upcoming event about mobility and leadership.
05:07 Inquisitive mind drives focus on customer experience.
09:20 Challenges in connecting CX to ROI explained.
12:08 Shareholders, structure, funding - important CX considerations.
15:16 Initial organizational listening tour for data access.
17:23 Hiring data-savvy team vital for CX success.
23:23 Agility and speed, plus understanding data's role.
26:34 Understanding P&L informs business decision making.
29:10 Government employees should manage and assess risks.
31:14 Explaining CX metrics and importance of storytelling
33:50 Scaling CX narrative through strategic and tactical methods.
38:23 Quick rise to keynote speaker affirmed vision.
41:01 Focus on immediate actions, avoid overwhelming tasks.
43:54 Focusing on what enhances the experience.
Roxie’s recommendation
The Delighted Customers Podcast with Mark Slatin
-
Mangler du episoder?
-
In this episode of CX Leadership Talks, I had the pleasure of welcoming Diane Magers as my guest. We delved into the details of standardizing customer experience across different business units and discussed Diane's co-authored book, which offers practical guidance for embedding customer experience into an organization's operations.
One particularly insightful quote from Diane highlighted the need for organizations to prepare for future trends, especially regarding AI, machine learning, and new technologies. She emphasized the importance of internal innovation and disruption, pointing out the need for organizations to redesign their operations and work collaboratively to deliver a seamless customer experience.
Throughout our conversation, we covered a range of topics, including the evolving role of CX leadership, the potential pitfalls of over-reliance on technology, and practical strategies for operationalizing customer experience within an organization. We emphasized the importance of cultural alignment, understanding design, and connecting customer value to organizational goals, offering invaluable insights for CX leaders and organizational leaders aiming to integrate customer experience practices into their work.
Tune in to gain practical insights and actionable strategies to elevate your organization's customer experience game. Don't miss out on this invaluable knowledge. Connect with Diane and start your CX transformation today!"
About Diane Magers (visit her LinkedIn profile here)
With over 25 years of customer experience, sales and marketing leadership, Diane is the Founder and Chief Experience Officer of Experience Catalysts, a consulting and training firm that helps CX executives develop and grow customer and associate engagement programs. She’s also a Certified Customer Experience Professional (CCXP) and a past CEO and Emeritus Chair of the Customer Experience Professionals Association (CXPA), a global non-profit organization that advances the CX field.Her passion is to facilitate and coach CX leaders on how to design and implement CX strategies that drive growth and impact financial benefits. She has worked with various sized organizations across different industries, such as VMware, State Farm, MoneyGram, Freeman, Invisalign, and Equifax, delivering CX solutions that align with their enterprise, customer, and associate needs. Besides that, Diane is also a skilled presenter and trainer in CX.
Timestamped overview
00:00 Organizations design experiences to influence behavior & ROI.
04:43 Summary: profession evolving, leaders need embedding experience.
09:49 Simple questions and actions for organizational change.
13:31 Empower teams with knowledge and capabilities.
17:04 Human craving for connection in automated world.
21:10 Embracing new perspectives and practices in CX.
23:38 Perspective shift enables better leadership and innovation.
27:39 Revamp approach to customer and employee value.
29:48 Strategic focus on future state customer perspective.
32:10 Align content, create standards, educate for consistency.
35:22 Shifting focus to digital experience and education.
39:10 Explains concepts and implementation of operating system.
42:46 Schedule time for exploration and build connections.
Diane’s recommendations
Experience Rules - The Experience Operating System (XOS) and 8 Keys to Enable It, by Michael Hinshaw and Diane Magers
Connect with Diane on LinkedIn
-
In this episode of CX Leadership Talks, your host Nienke Bloem engages in a dynamic conversation with Maaike Verwer, a certified customer experience professional, focusing on aligning IT and business processes to enhance customer experience. Maaike and Nienke discuss an impactful collaboration with HomeServe to streamline their customer service, reducing call times and improving satisfaction through automation.
Maaike emphasizes the importance of understanding and utilizing existing data in organizations for enhancing customer experience and highlights the need for seamless alignment of data and processes, drawing an analogy to renovating a house.
The conversation also delves into agile methodologies, stakeholder management, and addressing concerns related to technology and job insecurity. The episode wraps up with Maaike's recommendation for enhancing CX leadership through data-driven insights.
About Maaike Verwer (visit her LinkedIn profile here)
Maaike is an enthusiastic, pragmatic and results-oriented professional with a customer-oriented approach (CX based). She has achieved several successes in roles and projects where organizational and IT processes reinforce each other. Maaike believes in the importance of CX and the use of the right and appropriate technology within organizations.
Timestamped overview
00:00 Encouraging guests to be proactive and brave.
05:31 Importance of customer experience and IT alignment.
06:37 Utilize existing data efficiently to avoid waste.
11:57 Met Sabio at Genesys conference.
14:06 Ensure understanding, confidence, and process optimization in technology.
17:53 Contact centers transitioning from cost to value.
21:42 Initiate inform transform perform through agile working.
23:45 Tracking project benefits leads to successful change.
28:01 Clear communication key for understanding and alignment.
31:40 Content must be easily accessible for engagement.
33:58 Share small wins, use understandable language, consider perspectives.
38:47 Addressing importance of stakeholder management and technology.
39:50 Career experience taught me to actively listen.
43:03 Recommended books by Maaike.
Maaike’s recommendations
Let's Get Real or Let's Not Play: Transforming the Buyer/Seller Relationship, by Mahan Khalsa and Randy Illig
Neuromanagement: het nieuwe managementparadigma, by Sven Gall (in Dutch)
-
Welcome to CX Leadership Talks, where we explore the essence of human-centric leadership in the workplace. In today's episode, your host Nienke Bloem engages in an insightful conversation with Eryc Eyl, a passionate advocate for creating more human workplaces.
Eryc emphasizes the importance of work leading to fulfillment, satisfaction, and human flourishing, challenging the traditional notion of work to an end. They delve into Eryc's book, "Stop Engaging Employees, Start Making Work More Human”, which offers practical strategies for fostering a human-centric work culture. The episode reveals specific disciplines and approaches for leaders, emphasizing the organic nature of workplace culture and the 13 guiding principles of human-centric workplaces.
Eryc shares insights on the 6 E's of impact culture and the significance of empathy and deep listening in creating meaningful connections. Furthermore, the discussion is about the importance of removing obstacles and friction in the workplace, empowering employees, and involving them in solving customer-related problems to enhance customer-centricity.
Join us as we unravel the profound insights into human-centered leadership and workplace transformation. Tune in to gain a deeper understanding of creating more human workplaces for better results.
About Eryc Eyl (visit his LinkedIn profile here)
Eryc Eyl is a distinguished expert in customer experience with over 20 years of industry experience. Known for his innovative and customer-centric strategies, Eryc has collaborated with numerous high-profile companies to enhance their customer service practices. With a background in Organizational Communication and a certification as a professional coach, he brings a deep understanding of human behavior and communication dynamics to his work.
Eryc is a sought-after speaker, thought leader, and contributor to various publications, passionately advocating for the integration of technology and human touch in customer interactions. Next to that he is a fun human. Always connecting, listening and of course, known for his extraordinary moustache.
Timestamped overview
00:00 How a liberal arts graduate becomes a Lean Six Sigma black belt.
05:47 Writing a book to make work more human.
09:39 Discussion about human-centric workplace principles and connections.
13:06 Defining and impacting workplace culture and expectations.
14:32 Adhering to expectations for traffic flow safety.
17:22 Balance speaking and listening for valuable communication.
21:24 Encourage involvement for better results and solutions.
26:45 Educating through conversations to achieve shared understanding.
27:42 Bank crew praised for smart branding approach.
32:32 Insightful session on customer service and leadership.
37:05 Simplify workplace processes, remove unnecessary obstacles.
38:30 Pushing responsibility down, reducing policies for satisfaction.
41:46 Embrace noticing and catching the right behaviors.
44:41 Focus on listening more, leading by example.
Eryc’s recommendations
Stop Engaging Employees, Start Making Work More Human, by Eryc Eyl
Emergent Strategy: Shaping Change, Changing Worlds, by Adrienne Maree Brown
And a present from Eryc for you, as a listener of this podcast
-
In this episode of CX Leadership Talks your host Nienke Bloem is joined by the inspiring consultant and CEO, Olga Potaptseva. Olga, a seasoned consultant and CEO, dives deep into the concept of authority in the CX world.
She shares insights on her career journey, the power of adapting, and building authority through consulting. Discover her resourceful CX Panda platform, her unique time management approach, and the importance of staying updated in the CX landscape.
Join us as we explore the valuable lessons she learned throughout her career and how she's making a positive impact in the world of customer experience!
About Olga Potaptseva (visit her LinkedIn profile here)
Olga Potaptseva is a renowned expert in customer experience (CX) strategy and business transformation. She founded the European Customer Consultancy, where she serves as a lead consultant. Her passion is in partnering with organizations worldwide to enable harmonious customer-informed operating models that benefit customers, employees, and the bottom line. She is known for her practical, hands-on approach and always strives to deeply understand their business, stakeholders, strategic objectives, change barriers, and trust factors before jointly implementing customer-centric change.
Olga has worked with numerous global brands like Manola Blahnik and AstraZeneca. to drive their CX initiatives. Next to that she is also the founder of CX Panda. She holds a degree in Economics and International Relations and has furthered her expertise with various certifications in customer experience management. Timestamped overview
00:00 Our first meeting during a CXPA Leaders Advanced Conference, while doing Pilates.
05:46 Emphasizing the need for clarity in business communication.
07:47 Disheartened by market research, pursued customer-centric role.
11:47 Experienced CX professionals utilize CX Panda for resources.
14:27 Inspiration for creating a knowledge base.
17:08 Seek inspiration and information from various sources.
20:42 All leaders are accountable for customer experiences.
27:42 Balancing work and life as an entrepreneur.
30:28 Flexibility within structure helps manage priorities effectively.
33:53 LinkedIn honesty and marketplace for consultants.
40:00 Consultants provide adaptable structure for complex organizations.
42:50 Recommendation of books.
About the platform CX Panda: https://cx-panda.com/
Olga’s recommendations
CX is a pilgrimage, by Nienke Bloem: Link Netherlands Link AmazonOur Iceberg is melding, by John Kotter: LinkThat’s Not How We Do It Here, by John Kotter: Link
And curious about Reformer Pilates? This is your app! https://www.fluidformpilates.com/shop/subscriptions/fluidform-at-home-subscription/
-
In this episode of CX Leadership Talks, host Nienke Bloem engages in a interesting conversation with customer experience expert Jim Tincher, CEO of Heart of the Customer. They delve into the complexities of customer experience and leadership, emphasizing the importance of understanding and addressing the needs of both customers and business executives.
Jim shares key insights from his research on different CX team structures, highlighting their strengths, weaknesses, and real-world examples. The conversation also delves into the significance of data in driving business outcomes, staying energized through learning and community involvement, as well as the need for aligning CX strategies with the priorities and initiatives of CEOs.
Throughout the episode, Nienke and Jim provide practical advice, share captivating examples, and discuss the impact of powerful storytelling on CX leadership. This insightful and engaging episode is a must-listen for CX professionals and leaders seeking to enhance their understanding of customer experience and effective leadership.
About Jim Tincher (visit his LinkedIn profile here)
How is it that some leaders are able to navigate corporate silos to create an amazing customer experience, while others muddle along with mediocrity? Jim has dedicated his professional life to understanding the correlation between satisfied, loyal customers and sustainable business growth. He founded Heart of the Customer to help organizations create amazing experiences with a solid ROI through customer empathy and change management practices. Prior to starting Heart of the Customer, he led customer experience efforts at Best Buy and UnitedHealth Group, two very complex (and very different) organizations, and learned the importance of change management to ensure the new behaviors stick. he also learned the power of directly connecting employees and customers – a fundamental component of how we do journey mapping and customer experience improvements at organizations as complex as Dow, Avery Products, and Ultimate Software, to name a few of his clients. All his clients and the companies he worked for share a common goal: to differentiate themselves through a superior customer experience – which is not easy.
Jim is the author of “Do B2B Better” and co-author of “How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change” with Nicole Newton.
Timestamped overview
00:00 Passionate about customer experience since early days.
05:36 Changed approach by hearing from customers directly.
07:45 Leaders should interact more with customers for growth.
10:37 Rijksmuseum customer experience manager engages with visitors.
14:46 Leading customer experience requires understanding, empathy, adaptation.
19:55 Centralized teams work well with primary or multiple units. Distributed and federated are options too.
23:30 Federated model: individuals report into business unit.
25:14 Centralized surveying, change management, and experience design.
28:14 Federated vs centralized model for business units.
33:13 Connect data to KPIs for stakeholder success.
35:06 Help organization by addressing what's important. Leaders are sensitive to awards, value others' contributions.
38:13 Empower organization with dedicated relationship managers for success.
43:05 Turn each phase into data, build dashboard.
48:19 Books of Dan & Chip Heath are practical, applicable in various situations.
49:21 Gratitude for expertise shared.
Jim’s recommendations
Book Switch – How to change things when change is hard – Chip & Dan Heath
Whitepaper on Building your CX Dream Team: https://heartofthecustomer.com/building-your-cx-dream-team/
And, of course, Jim’s books
Do B2B Better https://heartofthecustomer.com/dob2bbetter/
How hard is it to be your customer? Using Journey Mapping to Drive Customer-Focused Change (with Nicole Newton) https://heartofthecustomer.com/howhardisittobeyourcustomer/
-
Welcome to another insightful episode of CX Leadership Talks! The go-to podcast for CX leaders looking to elevate their strategies and inspire innovation in the customer experience arena.
Join host Nienke Bloem and guest Judy Bloch as they delve into the world of customer experience engagement with an in-depth discussion on Medallia's signals to action approach. Explore practical strategies, success stories, and expert insights that will empower you to drive transformative change in your organization.
Tune in as Judy and Nienke share real-world examples, discuss the importance of visible leadership, and provide actionable steps for embedding customer experience practices throughout your company. You can learn and enhance your CX leadership skills with this engaging webinar.
About this episode
These are the key takeaways:
Knowledge of the Signals to Action approach With the Medallia Signals to Action approach we will explain the overall methodology and dive deeper into the nuances of engagement and its pivotal role in this process.Defining Success in Engagement Explore what success looks like when it comes to engaging employees and customers alike. Learn how to measure and evaluate the effectiveness of your engagement strategies.Learn the difference between Visible Leadership, Pervasive Adoption, and Embedded Practices and get six practical strategies to apply the knowledge. These three pillars are essential for fostering a culture of engagement within organisations. We'll break down each element and discuss their significance in driving meaningful change and give two strategies per element on how to make it work. Expect brilliant examples of visible leadership, pervasive adoption, and embedded practices.This episode will provide valuable insights and actionable strategies for implementing these concepts in your own organization. Don't miss this opportunity to learn from renowned experts in the field of engagement and take your organization's performance to new heights.
About Judy Bloch (visit her LinkedIn profile here)
Judy Bloch is a passionate CX Activist and Principal Customer Experience Advisor at Medallia. She has a passion for customers and driving positive brand experiences across all channels & touchpoints. She also has a keen ability to see opportunity. Opportunity to design better processes & experiences, for customers and for employees. Opportunity to drive improved customer loyalty, lower costs, and deliver higher quality by cutting through the noise and creating a laser focus on the critical issues. She’s skilled at designing programs & structured problem-solving frameworks to identify and solution challenging business opportunities with measurable results. Leveraging her 15+ years of business process improvement experience and leadership, she champions a culture of customer advocacy.
Timestamped overview
00:00 Expressing gratitude, excitement and inviting interaction.
05:18 Hosting 2024 International CX Awards in London.
09:06 Listening, understanding, and driving change for CX programs.
13:29 Action drives change, responds to customer feedback.
14:47 Focus on engaging audience with valuable insights.
18:14 Focusing on successful customer experience through leadership.
21:37 All employees understand how their role impacts customers.
25:12 Denver offers optimism, leadership, and practical guidance.
28:01 Emphasizing senior leaders' role in CX strategy.
34:37 Transforming narrative to unify and engage organization.
36:39 Building digital listening ecosystem, visible leadership behaviors.
38:50 "Components for pervasive customer experience adoption explained."
42:01 Teams worldwide submitted cases; 3 were selected.
45:57 Equipment issue resolved with quick setting adjustment.
49:44 New CEO prioritizes customer feedback, prepares team.
53:01 Leaders handle customer complaints directly, tracking their success.
55:07 Importance of learning, feedback, and upcoming webinars.
Would you like to watch the webinar? You can request it here.
-
Welcome to an insightful episode of CX Leadership Talks! Join host Nienke Bloem as she shares 7 key learnings from the CX Leaders Advance 2024 event in Denver (April 30 - May 2). From diving deep into data to embracing AI opportunities, Nienke provides valuable insights for CX leaders looking to enhance their practice.
Her seven most important take aways:
Dive deep into the world of data. Build your web of data and link your CX metrics to those metrics that are of importance to the business. Thanks for this wisdom Roxana (Roxie) Strohmenger, CCXP.Have your AI Strategic plan and embrace all new opportunities. For operational efficiency, revenue generation, customer engagement and/or regulatory adherence. You rocked the session Stephanie Leheta, MBA, CCXP, PMP, CCMP & Andrew Carothers, CCXP.Grow into being a more strategic CX leader. Build your longer term strategy, including your CX Story, take a stand towards the future state. I loved how you broadened my scope by Jim Tincher, CCXP on different organizational structures in CX.Content is just as important as the experience.Make your work sessions as interactive as possible. Don't try to be complete in your slides, create audience participation and stick to one concrete outcome.My last is my best. It is not customer first. It is customer, employee and shareholder (or other stakeholder when you work in government) first. That is what is important for CEO's. Loved the session by Joel Trammell, where he and Greg Melia, CAE opened my eyes.Meeting people in real life is the most important. Building connections.Tnxx so much Jayalakshmi Sudarshan, CCXP, PMP® , Gabe Smith, CCXP, Nicole DuMont, Ian Golding, Karyn Furstman, CCX, CCXP, XMP, Tabitha Dunn, Olga Potaptseva, CCXP, CCX, Diane Magers & Michael Hinshaw (congrats on the book!!), Nick Bond, CCXP, Mark Slatin, CCXP, Catherine Gauthier, CCXP, Megan Burns, Mohamed Latib, Ph.D, Ahmed Alfaddagi, Barbie Fink, CCXP, Neil Skehel, Mauricio Alanis, Ayman van Bregt, Marise Bloembergen - CCXP (the Dutch Delegation), Rene Gabrys, Jenn Stephens, CCXP, MBA, LSS Black Belt, Suzi Earhart, CCXP, Prosci certified professional, Eytan Hattem, CCXP, Esther Edelstein, Lorraine Schumacher, CCXP, Adrienne Bryant, CAE, Mikal Reagan, CCXP, Mark Ratekin, CCXP, Claudia Panfil, Liezel Jonkheid
Tune in to discover how to become a more strategic CX leader, the importance of balancing content with experience, and the significance of building connections in the CX world. Don't miss this episode filled with practical advice and valuable takeaways for CX professionals striving for excellence.
Timestamped overview
00:00 Importance of connecting CX metrics to data.
04:53 Praise for AI session with Stephanie and Andrew.
09:09 Specializing in CX strategy and future planning.
12:08 How content is just as important as experience.
14:38 Engage audience, create interactivity, focus on outcome.
17:00 Harvard Business School online: Strategy execution and priorities.
22:47 Busy international schedule, looking forward to Netherlands.
Book: The Chief Executive Operating System: The Essential Playbook for Success in the CEO Role by Joel Trammell and Sherif Sakr
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/
-
Welcome to the latest episode of CX Leadership Talks! The podcast where CX leaders come to level up their leadership game.
Join host Nienke Bloem as she sits down with guest Babs Asselbergs to discuss the power of gamification in customer experience. Discover how they designed an engaging board game together that's taken the CX world by storm, and find out how it's breaking down silos and enhancing teamwork for organizations worldwide.
Tune in to uncover the impact and adaptation of The Customer Experience Game in the ever-changing business landscape, and gain insights into the future of CX leadership.
In this episode
In this episode, Babs shares her expertise on designing an engaging board game to immerse workshop participants in the world of customer centricity. Learn how this game, tailored to specific organizational needs, effectively fosters teamwork, deepens understanding of customer experiences, and encourages innovative problem-solving.
Discover how organizations from various industries have embraced this serious game, with Babs and Nienke shedding light on its successful implementation and evolution, including the transition to an online version amidst the challenges brought by COVID-19.
Join us as we explore the dynamic realm of gamification in CX leadership and uncover how it can break down silos, enhance collaboration, and drive tangible impact on customer experience.
An episode with practical wisdom, actionable insights, and inspiring stories that will energize your approach to CX leadership. Don't miss this insightful and inspiring episode with Nienke Bloem and Babs Asselbergs!
About Babs Asselberg (visit her LinkedIn profile here)
Babs Asselbergs is a creative changemaker, workshop facilitator, and CX activator. Additionally, she is the co-creator and facilitator of The Customer Experience Game, which she developed in collaboration with Nienke Bloem. This game delivers fun, connection, and insights. The CX Game is always tailored and is suitable as a kickoff for your culture or CX program or CX strategy. Babs adapts to the circumstances within an organization and always looks at how things can be done with boundless creativity. In an active, refreshing, and creative manner, she brings customer experience to life and activates employees to do it themselves and together with colleagues, making it even better for the customer and more enjoyable for themselves.
Timestamped overview
00:00 Creativity opens new perspectives, improves business thinking.
04:57 Long story cut short: Art has always been my passion.
08:05 Keynote in Australia, wanted everyone engaged.
13:06 Values, consistency, ambassadorship, leadership, celebration, cooperation, activation.
16:20 Customized leadership and team training for all.
18:39 Customizable games for company and team events.
20:44 Trainer focuses on exciting, tailored workshops for CX.
23:50 Cross-functional teamwork breaks down silos for CX.
27:16 Adapting to COVID, creating and testing online game.
30:20 Offer open game sessions. Highlight: played around the world.
34:03 Utilizing varied assignments to engage and instruct.
37:42 Somewhat lax approach to workshop design discussed.
42:08 Podcast will be biweekly, thanks for listening.
The Customer Experience Game: https://www.thecustomerexperiencegame.nl/en/
Babs’s recommendations
Book 'Gamestorming' https://gamestorming.com/
Video ‘Blind man: It’s a beautiful day and I can’t see It’: https://www.youtube.com/watch?v=w6gEMGuPzxg
‘Creativiteit komt niet uit een boekje’ (Dutch book): https://www.managementboek.nl/boek/9789083385877/creativiteit-komt-niet-uit-een-boekje-esther-van-der-storm
-
Welcome to the latest episode of CX Leadership Talks! Join your hosts Nienke Bloem and Vuk Vukanovic as they dive into the essential aspects of the International CX Awards, providing valuable insights that will encourage you to be part of this enriching experience.
In this episode
Nienke and Vuk discuss the meticulous judging process, the significance of tangible evidence and financial impact in CX initiatives. They talk about the benefits for participants, including networking opportunities, feedback, and the fun-filled atmosphere of the event. They also elaborate on the different categories available and the process of submission, giving you a comprehensive understanding of what it takes to stand out in the competition.
They also share compelling success stories from previous awards, showcasing the transformative impact the awards can have on businesses and individuals alike.
This year's awards ceremony promises to be an unforgettable experience, with networking events and insightful discussions lined up to enhance the value of participation. Be prepared for compelling conversations, valuable lessons, and the opportunity to connect with CX enthusiasts from around the globe. You’ll find more information about the International CX Awards here.
Tune in to gain insights into the evolving landscape for the awards ceremony!
About Vuk Vukanovic (visit his LinkedIn profile here)
Vuk Vukanovic is a highly driven regional manager working in the business awards industry mainly focused on rewarding best customer and employee experience initiatives. Vuk has sales experience in working with B2B and B2C clients, spanning from financial services, telecoms, and retail to IT and government institutions. Aside from the sales role, he is also involved in developing and exploring new markets with the aim of organizing the awards in 50 different countries by 2030.
Timestamped overview
00:00 Vuk, sales manager at Awards International, discusses business awards.
05:21 Expansion of international and national CX award events.
08:44 Global event showcasing diverse customer experiences.
10:23 Transitioned from in-person to online events successfully.
15:40 Travel, work, connect, celebrate, memorable, award.
19:44 Explaining and promoting the process transparency.
23:23 Experience as judge exposes behind-the-scenes CX work.
24:06 Reviewing presentations, scoring, and gaining practical insight.
29:13 IT team created scoring software, Words Manager.
31:04 Be specific, concise, and interesting for judges.
35:09 Carefully select and categorize award recipients.
40:50 Pre-event networking, conference, and gala ceremony.
44:20 Passion for work, caring customer service experience.
48:02 Encouraging others to join and learn together.
48:47 Anticipating your presence at that time.
Vuk’s recommendations
Book 'Customer What?' https://ijgolding.com/ians-book/
CX Leader Podcast https://cxleaderpodcast.com/
Built to win Podcast https://builttowinpodcast.com/
-
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/
-
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:
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.Growth hacking approach: Implementing ‘Friction Fridays’ where teams come together to solve specific issues can lead to continuous improvements and boost team morale.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.
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/
In the podcast Nienke mentions the World Cafe setting, more on that here
-
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
Give ‘em the pickle by Bob FarrellA diamond in the rough: Over a 100 specific tips to build a strong customer culture by Steven Van Belleghem -
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: (Visit her Linkedin profile here)
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:
Follow Ian Golding https://www.linkedin.com/in/iangolding/Women in CX Network https://womenincx.community/The CX Talent Ltd newsletter https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7151176186444861440 -
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 (visit his LinkedIn profile here)
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
“The Chief Executive Operating System: The Essential Playbook for Success in the CEO Role” written by Joel Trammell and Sherif SakrBecome a member of the CXPA: https://www.cxpa.org/home -
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 (visit his LinkedIn profile here)
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?
-
Welcome to CX Leadership Talks, where we delve into the world of customer experience leadership and innovation. In this episode, Nienke Bloem is joined by the dynamic entrepreneur and CEO of Experience Investigators, Jeannie Walters. Together, they explore the multifaceted world of customer experience and the why, how and what of successful CX leaders.
In this episode
Jeannie shares her wisdom and experiences, offering valuable insights for aspiring CX entrepreneurs - from resilience in the face of criticism to the intricacies of building and managing a CX team.
The conversation also touches on the importance of staying ahead of trends in ethics, diversity, and global customer inclusivity, providing a comprehensive view of the challenges and opportunities in the CX landscape.
So, join us as we uncover the secrets to effective CX leadership with Jeannie Walters on CX Leadership Talks!
About Jeannie Walters (visit her LinkedIn profile here)
Jeannie helps business leaders - from individuals to small businesses to Fortune 1000s - learn and apply customer-centric initiatives that benefit their customers, employees and bottom line. She believes CX is about the actions your team takes on a daily basis to use these tools to serve the larger organizational goals. Jeannie approaches CX strategy this way: “Let’s build the right vision, strategy and outcomes around customer experience to meet or exceed our larger company-wide goals.” Working with cross-functional leadership, she helps organizations make CX a part of their everyday culture instead of a one-off initiative that’s quickly forgotten about.
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 Celebrating successful podcast, helping leaders with experience.
05:03 Organizations adapted to customer experience amid change.
08:27 Strong communication crucial for getting leadership support.
10:18 Spice up leadership, challenge, communicate, take action.
15:26 Organizations should connect activities to progress effectively.
18:13 Realizing the importance of outdoor time.
21:42 Understanding the impact and challenges of AI.
23:32 Ethics, diversity, and risk management in organizations.
30:03 Success is not a straight line.
33:20 Team includes COO, CMO, social media support.
34:25 Various arrangements with contractors, almost full-time. Team environment, sharing unique skills.
38:40 Established CXI Flight School to bridge gap.
41:43 Specialize in CX for professional success.
45:19 Morning routine: workout, meditate, journal, plan.
47:54 Listen to diverse podcasts for marketing inspiration.
Jeannie’s recommendations
Podcast ‘Hidden Brain’ with Shankar Vedantam
Podcast ‘How I built this’ with Guy Raz
The CMO Podcast with Jim Stengel
And of course, Jeannie’s own podcast: Experience Action
-
Welcome to the CX Leadership Talks, the podcast that delves deep into the world of customer experience leadership. In this episode, Nienke Bloem shares her personal experience and insights into crafting a compelling CX story.
What is a CX story? With an attractive CX story you show the why, how and what of the CX transformation you want to realize. A good CX story keeps your audience listening attentively and wanting to know more. It is this story that you can tell time and time again, that really helps the audience understand what your CX mission is and what they have to work on and why this is important.
In this episode, Nienke takes us back to her early days at KPN, where she was tasked with presenting the top 80 leaders with a CX transformation plan in just 100 days. She discusses the importance of storytelling in CX, and reveals the five most common mistakes made in CX stories. From being too functional and boring to lacking a strong call to action, she breaks down the flaws she's witnessed and provides valuable tips for elevating your CX narrative. So grab your notebook and get ready to enhance your CX leadership skills with Nienke's expert advice.
Timestamped overview
00:00 Focused on strategy and storytelling for 100 days.
03:24 Crafting a compelling CX story is crucial.
08:58 Creating brand delivery, customer culture, call-to-action.
12:37 Presentation should have emotion, be memorable. Avoid being too functional or too general.
13:56 Ensure memorable and tailored presentation for success.
18:35 Importance of clear and specific calls to action
21:47 Get the audience, share the podium, lead.
The outline above offers a comprehensive overview of this episode's content and provides an insight into Nienke's personal experiences.
More on her Education portfolio: https://www.nienkebloem.nl/en/cx-educatie/
-
In this episode of CX Leadership Talks we delved deep into our profession of customer experience management, discussing the limitations of relying solely on surveys, the power of feedback in driving genuine change, and the crucial alignment of CX with broader business strategy.
This episode of CX Leadership Talks features Bill Staikos, a celebrated CX Practitioner and visionary leader from Medallia. Bill is a Customer & Employee Experience leader whose mission is to bring together these two disciplines to create value for employees, customers and shareholders. Together, we uncovered practical advice for you as a CX Leader.
In this episode we discuss
CX and EX evolution over the last 20 yearsBill explains how his approach to customer and employee experience evolved over his 20-year career.The power of feedback in driving true changeBill talks about the way Medallia transforms customer and employee experiences by effective feedback mechanisms.The impact of technology on CXBill shares his vision on how artificial intelligence and machine learning will shape the future of CX and EX and how technology can significantly impact customer or employee experience.About Bill Staikos (visit his LinkedIn profile here)
Bill Staikos is a renowned expert in the field of customer experience, known for his visionary approach and deep insights into CX practices, technology, and strategy alignment. With a wealth of experience, Bill brings valuable perspectives on driving business growth through effective customer experience management.
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 Practitioner and leader in enterprise experience software.
05:16 Realizing work is about company goals, strategy.
06:49 CX leaders must focus on both values.
11:13 Surveys are important for analytics and improvement.
14:14 Active engagement is essential for building customer relationships.
19:12 Software predicts intent for mortgage and auto applications.
20:03 Efficient personalized car search with journey orchestration.
24:29 Different regions have unique paths and progress.
26:41 Using Chat GPT to determine top insights.
31:47 Podcast strategy helps reach people effectively.
35:44 Improve HR, connect work to company's values.
37:31 Gather customer insights, collaborate with internal teams.
40:27 Believe in systems, focus on efficiency, explore.
Bill’s recommendations
"The Grid" by Matt Wilkinson: https://www.amazon.nl/-/en/Matt-Watkinson/dp/1847941885 "The Wallet Allocation Rule" by Luke Williams: https://www.amazon.nl/-/en/Timothy-L-Keiningham/dp/111903731XAnd of course, his podcast: https://becustomerled.com/ where he explores the intersections of CX, EX, and how companies develop leaders and cultures maniacal about the customer. - Se mer
