Afleveringen
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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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Zijn er afleveringen die ontbreken?
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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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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?
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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
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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/
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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. -
In this enlightening episode of CX Leadership Talks, we delve deep into the core of data management and its transformative impact on customer experience. This THE episode when you are just starting in exploring the world of Data driven CX, but also if you are a seasoned leader you'll get some great tips and tricks.
Joining us is Barry Wildhagen, a distinguished expert in data management, to explore the crucial intersection of data and CX, the imperatives of a data-driven approach, and the evolving landscape for data professionals.
Because there is a BIG opportunity for you: visiting the Virtual MDM and DG Summit on the 13th of March! (and Nienke is hosting it for the EMEA version!) Click here to register https://now.informatica.com/mdm-dg-summit-virtual-2024.html
In this podcast episode we discuss:
The Intersection of Data Management and CX: - Barry sheds light on how data management serves as the backbone of effective customer experience strategies, outlining the symbiotic relationship between these two vital areas.The Imperative of Data-Driven CX: - Understanding why a data-driven approach to CX is non-negotiable in today's business environment. We discuss the significance of leveraging data for personalized and impactful customer interactions.Habits of Success in Data Management: - What does it take to succeed in the field of data management? Learn about the key habits and mindsets that professionals need to cultivate for success.Integrating AI in Data-Driven CX: - The role of AI in enhancing data-driven customer experiences. Barry shares insights on harnessing AI to unlock new levels of personalization and efficiency.Challenges and Opportunities in Data-Driven CX: - Discussing the hurdles faced by organizations in adopting a data-driven CX approach and the immense opportunities that lie ahead for those who overcome them.The Evolving Role of Data Professionals: - With the landscape constantly shifting, we talk about how the role of data professionals is changing and what the future holds.Key Takeaways:
- Insightful perspectives on the vital role of data management in crafting superior customer experiences.
- Practical advice on adopting a data-driven approach to CX, including the integration of AI technologies.
- Discussion on the challenges and opportunities in the field, along with the evolving responsibilities of data professionals.
About Barry Wildhagen: Barry Wildhagen is an authority when it comes to data management and currently serving as the community of practice leader for customer experience at Informatica's technical sales organization. He is a professional with extensive experience in leveraging data to drive business growth and improve customer experience. His expertise encompasses a range of topics, including the successful integration of AI in CX strategies and the development of effective data-driven approaches.
Join us for an insightful conversation with Barry Wildhagen, as we navigate the complexities of data management and its critical influence on customer experience and leadership in the corporate world.
Linkedin profile Barry Wildhagen: https://www.linkedin.com/in/bwildhagen/
Barry Wildhagen’s tips with links:
Interview Jamex Sexton on Lex Fridman show: https://www.youtube.com/watch?v=fUEjCXpOjPY
The Pale Blue Dot https://www.amazon.com/Pale-Blue-Dot-Vision-Future/dp/0345376595
If you want to know more about CX leadership or have any questions regarding CX, 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
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In this episode, Nienke Bloem discusses the significance of the year of the wood dragon in relation to transformative energy, authority, and dignity, particularly for CX leaders.
She shares her personal experiences with education and growth both as an employee in corporate organizations and as an entrepreneur. Nienke highlights the importance of strategic education planning and outlines key questions for listeners to consider to identify growth opportunities.
She also provides insights into her own educational journey and plans for the year. Nienke encourages listeners to dream bigger, do bigger, and be bigger in the year of the wood dragon. If you want to learn more about the Leadership Retreat in Bali or discuss your education journey, feel free to reach out.
This summary offers a comprehensive overview of the episode's content and provides an insight into Nienke's personal experiences and advice while also highlighting opportunities for further engagement with the podcast.
More on her Education portfolio: https://www.nienkebloem.nl/en/cx-educatie/Book a half hour Exploration Call: https://calendly.com/nienkebloem/intake-cx-leadership-retreat-bali-2024?month=2024-01 More on the Year of the Wood Dragon: https://www.japantimes.co.jp/life/2024/01/02/lifestyle/year-of-the-dragon/#:~:text=Ultimately%2C%20though%2C%20astrologists%20say%20the,the%20best%20of%20their%20abilities.Timestamped Overview:
00:00 CX leaders must build authority in organization. Wood dragon is luckiest and signifies opportunity.
06:48 Pursuing NBA title and executive MBA opportunity.
09:26 MBA helped gain influence, shaped decision making.
12:40 Decision-making, communication, systems, expertise, teaching aspiration.
14:59 Joined CXPA and PSA for peer learning.
21:06 Identify, address challenges, and define your success.
23:42 Exciting new opportunities for growth and success.
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In this episode of CX Leadership Talks, we delve into the world of customer experience and leadership with a seasoned expert. Steven Van Belleghem.
Steven, author of the brilliant CX Culture book 'A Diamond in the Rough', a global keynote speaker, entrepreneur, and passionate advocate for customer experience, joins us to explore the transformative power of networking, impactful storytelling, and creating emotionally engaging customer experiences.
In this episode we discuss:
The Essence of Networking:Steven shares insights on leveraging networking as a catalyst for professional growth and unlocking new opportunities in the realm of customer experience and leadership.Impactful Storytelling in CX:Delving into the art of storytelling, we uncover its role in shaping memorable and impactful customer experiences. Steven sheds light on weaving narratives that resonate and leave a lasting impression.Simplicity & Emotional Engagement in CX:We explore the pivotal role of simplicity in enhancing customer experiences and how emotionally engaging interactions elevate brand loyalty and satisfaction.KeyTakeaways:
- Strategies for leveraging networking to enhance leadership in the CX domain.- Understanding the art of crafting compelling narratives that resonate with audiences.- Implementing simplicity and emotional engagement as cornerstones for exceptional customer experiences.
About Steven Van Belleghem (Click here for his Linkedin profile)Steven is a respected authority in the world of customer experience, recognized for his pioneering insights and thought leadership. With a wealth of experience as an author, speaker, and entrepreneur, he continues to inspire change and innovation in the CX landscape.
Join us in this insightful conversation with Steven Van Belleghem, as we uncover actionable strategies and perspectives to elevate your approach to CX and leadership at a corporate level.
Want to buy Steven's book, click HERE! As Steven suggested, take a look at Shep Hyken's Instagram
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. In September 2024 she is hosting her amazing CX Leadership Retreat in Bali, so book your intake
Timestamps of the Podcast:
00:00 Praise for book on customer centric culture.
05:55 Urging persistence in building social media audience.
09:40 Describing encounter with KLM employee over book.
12:13 Challenges in customer-centric transformation and culture change.
13:15 Leadership determines success in customer centricity.
18:53 Importance of budget in corporate customer experience.
20:33 Improving customer satisfaction doesn't require more money.
24:35 Practical management book empowers instant organizational impact.
26:27 Get employees closer to customers in fun, visible ways.
31:52 Question impact, focus on customer, friction Fridays.
35:58 People need to focus on risk and decision-making.
38:06 Start with NPS data, transform company insights.
40:30 Audit all company communication for better appeal.
44:56 Shep Hyken: Customer service guru with practical tips
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This episode of the CX Leadership Talks podcast Design methods and CX leadership are the topics.
Krisztina Kanizsai is my guest and a multifaceted professional with expertise in service and customer design, as well as UX research. Her mission is to create meaningful experiences that have a positive impact on business results. To reach out to Krisztina on Linkedin
The conversation in this episode explores the transformative power of design thinking and problem framing, highlighting the crucial role these play in fostering innovation and addressing customer needs. The dynamic relationship between UX and CX is also examined, emphasizing the necessity for collaboration and empathy-driven research to create impactful customer experiences. The episode delves into the importance of experimentation, training, and co-creation in achieving cohesive cross-functional collaboration and offers valuable insights into how design thinking can elevate the business impact of CX leadership.
The article for design thinking and Airbnb:
Want to explore my CX leadership retreat in Bali in September 2024? https://www.nienkebloem.nl/en/cx-educatie/cx-leadership-retreat-bali-2024/
Timestamped overview:
00:11 Excited for customer experience friend from Hungary.
05:49 Passionate person with goal of educating others.
09:12 Both disciplines rely on each other.
11:17 Design is a mindset, focusing on functionality.
16:13 Obstacles are opportunities, innovate by problem framing.
19:33 Good idea, collaboration, prioritization, changed strategy.
23:56 Consider everyone, their concerns, build trust.
27:43 Experiment, pilot, start small, clear impact, educate, trust.
29:55 Hire expert for true success in CX.
35:55 ChatGPT: Design thinking saves time.
39:31 Design Thinking helps with audience interaction, LinkedIn available.
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Welcome to the latest episode of CX Leadership Talks with me, Nienke Bloem. I apologize for the hiatus between episodes, as I took a much-needed break. But I'm back now, and today's episode is a must-listen for CX leaders.
We're going to dive into the world of leadership retreats and why they are such valuable opportunities for CX professionals. We'll explore the different types of events, the benefits of attending, and practical tips for making the most out of these gatherings.
I'll also share my own experiences as a speaker and organizer at such events. So, stay tuned and let's take a deeper look at leadership retreats in the world of CX.
More on Nienke Bloem
If you want to learn more about CX leadership, Education or having Nienke as one of your speakers, or have any questions about CX, contact Nienke Bloem via her website https://www.nienkebloem.nl/en/cx-educatie/cx-leadership-retreat-bali-2024/
Timestamped Overview
[00:00:46] Insights on leadership conferences and practical tips.
[00:08:05] HR & L&D organize events; Internal Com sets agenda
[00:10:59] Strategic planning crucial; act now for success.
[00:15:46] Leaders discussing customers, seeking deeper connection. Invite real customers, create personas, visit contact center.
[00:19:44] Focus on customers, CEO not prepared, post-event action. Suggestions: customer interview, keynote speaker, colleague's insights.
[00:22:14] Leaders struggling with customer centric leadership.
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In this episode of the CX Leadership Talks Podcast, Nienke Bloem interviews Ian Golding, one of the worlds famous CX Specialists and fellow CCXP.
Together they discuss a wide range of topics like customer experience management and how to spice it up. Exploring customer experience and the topic of your leadership authority.
If you are interested in CX education and want to learn more about it, this episode is a must-listen. You will gain valuable insights and knowledge from CX experts who have years of experience in the field.
Links:
Connect to Ian Golding: https://www.linkedin.com/in/iangolding/
Connect to Nienke Bloem: https://www.linkedin.com/in/nienkebloem/
Learn more on CX Leadership education and contact Nienke: www.nienkebloem.com
Nienke is a CX expert and can provide you with the guidance and support you need to succeed in CX Leadership to truly spice it up and deliver the results you want.
Timestamps:
[00:05:14] "External customer-centric expert focuses on empowerment"
[00:08:37] "The Power of Earning Authority for CX Professionals"
[00:13:30] Why Job Titles and Salaries Don't Matter
[00:16:49] "The Importance of Listening to Four Voices"
[00:19:51] The Lack of Leadership Hindering Business Change.
[00:25:28] Board member praises simple customer journey visualization
[00:29:16] Operationalizing Theory: Basics Forgotten in Practice.
[00:31:21] "Siloed working stifles progress in businesses"
[00:34:30] "Eliminate Non-Value Added Work for Efficiency"
[00:36:31] "Identifying Non-Value Added Activity: A Strategy"
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In this episode of the CX Leadership Talks Podcast, Nienke Bloem discusses her insights on the book "The Power of Moments" and how to use these insights to your advantage.
She breaks down four main reasonss:1. Where you can deliver and design powerful moments for customers2. How to use moments for change programs for colleagues and leaders3. How to use moments for elements in your teams4 (a little extra) How to use moments to benefit your own personal life
If you are interested in spicing up your leadership and become an even better Customer Experience Leader, this episode is a must-listen.
The website from Dan and Chip Heath on the Power of Moments: https://heathbrothers.com/books/the-power-of-moments/
The Youtube video of Daniel Kahneman on Experience versus the Memory of Experience https://www.youtube.com/watch?v=XgRlrBl-7Yg
If you want to learn more about CX leadership or have any questions about CX, contact Nienke Bloem via her website https://www.nienkebloem.nl/en/ She is the expert in the field and can provide you with the guidance and support you need to succeed in CX Leadership.
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In this episode of CX Leadership Talks, Nienke Bloem interviews Edwin Koot, Manager Customer Experience & Analytics bij Allianz Benelux who shares his insights on Customer Experience Management.
It is the honest story of how he stepped out of his comforzone and spiced up his leadership. It is a great conversation on Voice of the Customer, ROI and how to engage leaders in organizations.
If you want to learn more about CX leadership or have any questions about CX, contact Nienke Bloem via her website www.nienkebloem.com. She is THE CX leadership expert and can provide you with the guidance and support you need to succeed in CX Leadership.
The Linkedin profile of Edwin Koot: https://www.linkedin.com/in/edwinkoot/
The Linkedin profile of Nienke Bloem: https://www.linkedin.com/in/nienkebloem/
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Hi Dear Listener, over the years I have learned that not many CX leaders believe they are a CX Authority. And if you don't believe that yourself, what do you expect from others? So time to grow your AUTHORITY!
Exactly what this podcast episode is all about: growing authority as a customer experience leader. Nienke discusses seven key ways to build authority, from developing expertise and sharing good CX stories, to setting high standards and holding yourself and others accountable. It all starts with you and your personal growth!
It is important to build relationships with senior leaders, be associated with professional organizations, and communicate your vision for customer-centric transformation through a compelling CX story. Keep building expertise, investing in education, and sharing customer stories to be recognized as an authority in your organization. Trust me, it's worth it!
Enjoy listening to this third episode of the podcast and please let me know if this resonates with you and.. if you have questions!
Want to know more about me as a CX educator or speaker? Please reach out through www.nienkebloem.com or connect through https://www.linkedin.com/in/nienkebloem/
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