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Welcome to a new episode of CX Leadership Talks! In this episode, host Nienke Bloem is thrilled to welcome David Wachs, the visionary CEO and founder of Handwrytten. David is on a mission to revolutionize personalized communication by blending the timeless art of handwritten notes with the power of cutting-edge technology. Handwrytten's unique approach is making waves in the customer experience space, enabling businesses to send real, heartfelt notes at scale - using an incredible AI-driven process that brings back the charm of personal touch in a digital age.
David's journey as an entrepreneur is inspiring. Before founding Handwrytten, he built and sold Cellit, a leading mobile messaging company. His deep expertise in engineering and his passion for creating meaningful connections have established him as a respected leader in the CX community. In this episode, he'll share invaluable insights on how to elevate customer relationships by merging automation with sincerity.
And there's more! David will reveal an intriguing case study from a snack box company that used Handwrytten's unique service as a win-back strategy, turning customer dissatisfaction into loyalty. This episode is packed with golden nuggets on how to leverage technology for genuine, human connections. So stick around - you won't want to miss this eye-opening conversation on the future of personalized customer experience!
About Davis Wachs (visit his LinkedIn profile here)
David Wachs is a serial entrepreneur and the founder of Handwrytten.
Before Handwrytten, David founded Cellit, a pioneering mobile marketing platform recognized as a top player in mobile CRM. Cellit served high-profile clients like Abercrombie & Fitch and Pizza Hut and was ranked #262 on the Inc. 500 list. It was acquired by HelloWorld in 2012.
David is a frequent speaker on messaging technology and has been featured in outlets like The Wall Street Journal and USA TODAY. He also writes a column for Inc. Magazine titled "Stepping Away from the Day to Day."
Time Stamped Overview:
00:00 Entrepreneur transforming outreach: text messaging to handwritten notes. 04:17 Wanted meaningful connection; wrote authentic handwritten notes. 09:55 Wide application, $50+ client value crucial. 12:07 Handwritten notes boost appreciation and response rates. 14:31 ID helps organize appointments and rescheduling efficiently. 19:45 Strategically use handwritten notes to enhance relationships. 23:37 Automated handwritten notes personalize luxury house purchases. 24:28 Ensuring consistent customer experience using automation. 29:32 Automated note-writing using AI and ChatGPT. 33:06 API warns but doesn't prevent capitalization issues. 36:23 Handwritten notes enhance customer experience, brand connection. 39:52 CX leaders should engage directly with customers.
David’s recommendations:
Do you have a grip on your business, or does your business have a grip on you? My book suggestion for you is Traction.Visit the site of HandwryttenWant to grow as a CX Leader? Contact Nienke Bloem via her website . She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.
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Welcome back to another episode of CX Leadership Talks with your host, Nienke Bloem. In this episode, we dive into the art and science of crafting powerful calls to action within your CX leadership journey. As Nienke shares her recent experiences from a trip to the USA, she draws a parallel between the barrage of roadside election signs and the noisy environment within organizations, where employees are bombarded with calls to action daily.This episode concludes her series on CX stories, emphasizing the importance of ending your CX narrative with clear, impactful calls to action that drive real change. Nienke offers insightful tips on avoiding vague endings like "any more questions," highlighting instead how to guide your audience towards specific, actionable steps. You can watch the YouTube video she refers to here. Join us as Nienke unpacks the magic of a well-crafted call to action and provides practical advice on how you can achieve a stronger CX ripple effect within your organization. Let’s tune in and transform your CX leadership approach!
Timestamped overview
00:00 Clarify action despite distractions in presentations.
05:54 Create bold, actionable calls to engage audience.
09:32 Drafting calls to action; webinars and training available.
10:31 Webinar on election day; join us!
Want to grow as a CX Leader? Contact Nienke Bloem via her website or LinkedIn. She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.
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In this captivating episode of CX Leadership Talks, your host Nienke Bloem explores the art of storytelling as a powerful tool for enhancing customer experience (CX) and leadership. Drawing on her extensive experience and insights, Nienke emphasizes the importance of viewing customer experience as a marathon rather than a sprint. She guides listeners through the process of crafting impactful change narratives, highlighting the indispensable role of personal stories in making presentations memorable and effective.
Listeners will learn about four types of personal stories - ranging from personal customer experiences to personal interests - that can elevate a leader's likability, authority, and relatability. Nienke shares her own compelling experience with Emirates Airlines to illustrate the LARA principle (Listen, Analyze, React, and Act) and the value of personal attention in customer service.
Tune in to discover how personal anecdotes can transform dry facts into engaging stories that resonate with audiences.
Discover the secret to making your CX stories impactful and engaging, and don't miss Nienke's valuable tips on integrating personal elements into your storytelling for more effective leadership and communication. Join Nienke Bloem as she sends greetings from the Netherlands and empowers CX leaders to create stories that inspire change.
Timestamped overview
00:00 – Engaging and likable presentations are more memorable.04:48 – Mapping CX stories and transformations from personal experience.08:51 – Crafting relatable, authoritative, and likable stories using personal experiences.11:36 – Adding a personal touch to corporate leadership programs.14:33 – Focusing on positive customer experiences, such as those with Emirates.18:58 – Reacting, improving processes, inspiring curiosity, and enhancing customer experiences.22:23 – How listening and understanding improve customer experience leadership.25:22 – Being relational: understanding customer needs and reframing problems.27:18 – Using storytelling to enhance likability and explain the importance of data.30:21 – Hosting webinars and introducing an online CX program.
Want to grow as a CX Leader? Contact Nienke Bloem via her website or LinkedIn. She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.
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Welcome to a new episode of CX Leadership Talks, where Nienke Bloem CCXP helps CX leaders enhance their leadership abilities. This episode focuses on crafting compelling CX stories - a cornerstone for any CX leader's influence and impact. Nienke highlights the importance of a well-structured change narrative, sharing her own experiences and insights from her CX leadership journey.
She introduces the "CX Story Blueprint", detailing its four key components: a personal element, a sense of urgency, a CX strategy, and a call to action. Nienke emphasizes that each component is crucial for engaging audiences and driving change within an organization.
Listeners are invited to join upcoming webinars in November to work on their CX stories, receiving guidance to draft their narratives effectively. Whether you're new to storytelling or looking to refine your approach, the episode serves as a comprehensive guide to building a robust CX story.
Remember, crafting a stellar CX story can amplify your leadership and create those transformative ripple effects within your organization. Keep leading and stay tuned for more insights in next week's episode.
Timestamped overview
00:00 English & Dutch sessions to help leaders improve.
04:56 Creating a CX leadership journey with step-by-step plan.
06:44 Four elements create a great CX story.
11:13 Include personal elements for effective CX storytelling.
12:55 Inject personality and urgency into customer experience.
18:35 Enhance CX narrative: urgency, strategy, action.
19:20 Register for webinar to get CX story blueprint.
Want to grow as a CX Leader? Contact Nienke Bloem via her website. 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.
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Welcome to another insightful episode of the CX Leadership Talks podcast with your host, Nienke Bloem CCXP. This week, we're diving deep into the world of CX stories, a fundamental tool for any CX leader aiming to make a significant impact. Over the next four weeks, we'll explore the 'why,' 'how,' and 'what' of crafting and delivering compelling CX narratives.
This week's episode is all about embracing your role as the Chief Reminder Officer, a pivotal yet unsung role in ensuring your customer experience strategy resonates across your organization. Join Nienke as she shares her journey from her recent content retreat in Australia, her learnings from renowned entrepreneur Jane Anderson, and the importance of repetition in communication. Plus, discover how a well-crafted CX story can create lasting change and even propel you in your career. Tune in to learn about the power of storytelling in CX, and start crafting your own CX change narrative.
Timestamped overview
00:00 Following CX education, inspired by Jane Anderson.
04:27 Hosted CX masterclass to enhance organization's understanding.
07:42 Consistent storytelling creates clarity and decision guidance.
11:08 Communicate clearly using structured, repeatable presentations.
14:56 CX leadership creates career advancement opportunities.
16:59 Spice up customer experience; podcast on CX roles.
If you're interested in CX storytelling, check out this previous episode, on how to avoid these 5 mistakes in your CX Storytelling journey.
Want to grow as a CX Leader? Contact Nienke Bloem via her website . She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.
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In this episode of CX Leadership Talks, guest Eytan Hattem, CEO at Cemantica, joins host Nienke Bloem to discuss the vital role of people in mapping customer journeys and the connections between customer, employee, and partner experiences. Eytan emphasizes the journey management's shift from being seen as a "nice to have" to an operational system within organizations, offering practical examples to engage employees.
He recommends "Experience Operating System" by Diane Magers and Michael Hinshaw as a valuable resource for CX leaders, and discusses the importance of empowering CX professionals with good data and understanding the organization's customer-centric maturity level. And on a more personal note, the hosts also share their favorite French snacks and provide links to relevant resources and further contact information.
This episode delves into journey mapping, journey management, and journey orchestration, shedding light on the strategic and tactical elements of each stage. They emphasize the need for leadership, continuous learning, and cultural and organizational changes to achieve seamless customer experiences and discuss the impact of AI on CX initiatives. Overall, the episode explores the evolution of CX teams, the importance of customer experience fundamentals, and the preparation and education needed for effective journey management.
So, join us for an engaging discussion on the evolving landscape of CX and the strategies to drive impactful change in your organization.
About Eytan Hattem (visit his LinkedIn profile here)
Eytan is an executive in Customer Experience, with international expertise in the digital transformation domain as a strategic consultant, thought-leader, engagement manager and business developer.
Throughout his career he gained experience in various technological fields (customer relationship management, cloud, mobile platforms, big data, AI, business analytics, IoT, and more) with multi-disciplinary background (general management, business development, partner relationship, delivery, support, etc.).
Eytan led multinational teams in various sites implementing a results-driven culture with a strong leadership focus on people, strategy and business outcomes.
Timestamped overview
00:00 Cemantica's ambition: create a frictionless world.
03:31 Difficult to explain my role, customer experience professional.
06:33 Changed approach from inside out to outside in.
10:47 Managing customer journey requires rigor, practice, governance.
13:39 Map customer journey, orchestrate data, validate hypothesis.
18:18 Refining journey with orchestration engines and data.
22:04 Develop customer experience strategy before journey mapping.
25:24 Emphasize customer impact, not just internal changes.
27:19 AI is a valuable copilot for humans.
30:32 Customers seek universal experiences, AI-driven.
34:26 Cemantica prioritizes execution, connectors, and data integration.
36:50 Empowerment and data are crucial for success.
41:10 People mapping digital operations, visualizing customer journeys.
44:41 Stimulates thinking about solving customer pain points.
46:51 Customer experience is either strategic or not.
49:25 Leadership needed for Cemantica, details in notes.
Eytan’s recommendations
Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It by Michael Hinshaw and Diane MagersVisit the site of Cemantica.com -
Welcome to another new episode of "CX Leadership Talks"! Join host Nienke Bloem, while she dives into the vibrant world of Global CX Day. This episode is packed with insights, strategies, and nine powerful and practical ideas on how to use this special day (or create your own special Customer Day) to boost customer-centricity within your organization and spice up your CX Leadership.
Now, you’re eager for more ideas and detailed strategies. That’s why you should definitely listen, as Nienke takes you along the journey of leveraging global CX Day. From ideation to evaluation, this episode covers every aspect of effective CX event planning.
You will learn about the five key planning elements crucial for any CX initiative: Ideate, Organize, Deliver, Share, and Evaluate. Nienke also outlines NINE strategies for engaging different target audiences within an organization, from the entire organization to CX teams and individual professionals.
Tune in to get practical tips and creative ideas on how to make your Global CX Day or Customer Week a memorable and impactful event. Don’t forget to catch the tease for our next episode focusing on journey management with a special guest. But first, it is time to spice up Global CX Day!
Timestamped overview:
00:00 Customer experience management is a global profession.
03:37 Recognizing and celebrating exceptional customer experience efforts.
07:41 Plan, organize and deliver customer experience management.
09:45 Capture, share, evaluate, plan, ideate, organize, deliver.
14:19 Hackathons drive quick wins and long-term innovations.
17:59 Host panels, engage customers, highlight CX efforts.
21:56 Effective annual customer engagement ideas for CX team.
25:22 Team reviews customer feedback for trends and solutions.
27:01 CX fact sheet and inspiration carousel. Interested?
30:24 Embrace gratitude, celebrate CX Day, thank sincerely.
33:48 Use ChatGPT/ Copilot for drafting emails efficiently.
36:28 Celebrating Global CX Day with Dutch chapter.
Links from this episode:
CXPA on Global CX Day
Tickets for Dutch Global CX Day
Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert, global speaker and educator 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/
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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.
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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
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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
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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)
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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
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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/
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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/
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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.
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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/
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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
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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/
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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/
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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
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