CX Leadership Talks

You say CX strategy matters. You say stakeholder management matters. You say you need time to think, create impact and move the organization forward. But would your calendar agree? In this episode of CX Leadership Talks, Nienke Bloem CCXP explores one of the most underestimated tools in CX leadership: your calendar. Because especially in Customer Experience, it is very easy to become the lonely knot knitting it all together — jumping from meetings to projects, helping everybody, fixing what needs fixing and slowly losing the mental space to actually lead. The question is not whether you are busy. Most CX leaders are. The question is: does the way you spend your time reflect the CX leader you want to be and the strategic priorities you say matter? Nienke introduces a simple way to look at your time through Rocks, Pebbles and Sand and challenges you to open your own calendar and see what it tells you about your leadership. In this episode, you’ll learn: Your calendar reveals your real priorities Strategic priorities only become real when they receive time and attention. Look at your calendar: could somebody else see what your most important CX priorities are simply by looking at how you spend your week? Why CX leaders get caught in the hamster wheel CX work easily expands. There are stakeholders to help, meetings to attend, customer issues to solve and plenty of “dirty work” that somebody needs to pick up. Before you know it, the strategic work gets squeezed into whatever time happens to be left. Why you need mental space to lead Being constantly occupied is not the same as being effective. Strategic thinking requires space to connect the dots, look ahead, make choices and decide where your leadership is needed most. How Rocks, Pebbles and Sand can help you make choices Your Rocks are the priorities that deserve protected space. Pebbles matter too, while Sand is all the activity that can quietly fill every available gap. Nienke invites you to look at your own calendar through this lens. Protecting your calendar is leadership work Your calendar is not just an administrative tool. It is one of your most important CX leadership tools — because where you put your time determines where you can create impact. Timestamped overview: 00:02 Your calendar as an unexpected CX leadership tool 00:33 The lonely knot knitting it all together 01:16 Do your strategic priorities show up in your work? 06:35 Creating mental space for strategic thinking 09:06 What your calendar says about your time and attention 12:13 Your calendar as a CX leadership tool 13:46 Rocks, Pebbles and Sand 23:52 Protect your calendar — and your leadership Extra information: Want to put this episode into practice? Download Nienke’s Rocks, Pebbles & Sand Worksheet and use it to look at where your time is really going: https://www.nienkebloem.nl/wp-content/uploads/sites/142/2026/09/NB-CX-Rocks-Pebbles-Sand-Worksheet.pdf Your challenge after listening: Open your calendar and look at the next two weeks. If somebody who didn’t know you looked at your calendar, would they be able to tell what your most important strategic priorities are? And if the answer is no… which Rock needs space first? About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. She’s a global CX thought leader, educator and keynote speaker who helps CX leaders strengthen their leadership, create more impact and make Customer Experience work. With over 20 years of corporate experience, she speaks the business language. She is an author, host of CX Leadership Talks, a Recognized Training Partner of the CXPA and creator of CX leadership programs including the CX Masterclass and CX Leadership Masterminds. For more info: go to www.nienkebloem.com or send her an email at nienke@nienkebloem.nl to spice up your CX Leadership.

There are four serious working months left in 2026. Your first instinct might be to look at the roadmap, the KPIs and everything that still needs to get done. But what if, before going straight into execution mode, you did something completely different? In this episode of CX Leadership Talks, Nienke Bloem explores the power of dreaming out loud — not only about the future of Customer Experience in your organization, but also about the CX leader you want to become. Drawing on her own dreams, from walking a pilgrimage and speaking on the main stage of the Global Speaker Summit to her ambition of taking the CX Leadership Masterminds around the world, Nienke challenges you to look beyond the end of 2026. Go three years ahead. Imagine it is August 2029. What has changed because you were there? Because dreaming isn't the opposite of leadership. Dreaming is leadership work. You can't lead people towards a future you haven't dared to imagine. In this episode, you’ll learn: Dream about the impact, not the projects Forget your current roadmap for a moment. Nienke challenges you to imagine the future state of CX in your organization: what are customers experiencing differently, what has changed for employees and what measurable impact have you and your team created? Define the CX leader you want to become Your organizational CX dream is only half of the story. Who do you want to be as a CX leader three years from now? What are you known for, which rooms are you invited into, what authority have you built and what work are you no longer doing? Why saying your dream out loud matters A dream that stays in your head is easy to edit, shrink or forget. Once you give it words and share it with others, people can see opportunities, make connections and sometimes even help make it happen. Turn dreaming into movement Positive thinking alone is not enough. Nienke introduces the idea of mental contrasting: first imagine the future you really want, then ask what is standing between you and that future — and decide what you are going to do about it. Choose one move before the end of 2026 You don't need a giant three-year action plan. Choose one action for your organizational CX dream and one for your own leadership dream that will move you a little closer to August 2029. Timestamped overview: 00:00 Encouraging long-term dreaming 05:53 Dreaming as leadership in CX 08:31 CX leader's future impact vision 13:05 Dreaming big and building authority 15:34 Pursuing dreams and taking action 19:39 Planning international expansion 22:35 Deciding when to say yes or no Extra information: In the episode, Nienke refers to research on vision in leadership and the work of psychologist Gabriele Oettingen on mental contrasting: dreaming about a desired future, then identifying the obstacles standing between you and that future and translating those into action. Nienke also shares one of her own dreams out loud: taking the CX Leadership Masterminds Bootcamp on a global roadshow, bringing CX leaders together in several international locations. Want to explore your own next step as a CX leader with Nienke? You can book a half hour call here . Your challenge after listening: Take a piece of paper and answer these two questions: What do you dream to have an impact on as a CX leader? What is the future state you want to create? Who do you dream of becoming as a CX leader? What is your personal leadership future state? Then ask yourself: What is one thing I can do before the end of 2026 that moves each dream closer? And most importantly: say it out loud. About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. She’s a global CX thought leader, educator and keynote speaker who helps CX leaders strengthen their leadership, create more impact and make Customer Experience work. With over 20 years of corporate experience, she speaks the business language. She is an author, host of CX Leadership Talks, a Recognized Training Partner of the CXPA and creator of CX leadership programs including the CX Masterclass and CX Leadership Masterminds. For more info: go to www.nienkebloem.com or send her an email at nienke@nienkebloem.nl to spice up your CX Leadership.

What if we spend too much time in CX fixing what is broken? In this episode of CX Leadership Talks, Nienke Bloem shares three insights from Marcus Buckingham’s book Design Love In and explores what they mean for Customer Experience leaders. This is not just a book review. It is about what the book made her rethink about positive customer moments, purpose in business and the role CX leaders can play in bringing more Love into organizations. In this episode, you’ll learn: Why you should study the 5s We are trained to analyze complaints, detractors and low scores. But what can we learn from the moments customers and employees truly love? And how can we create more of them? Why purpose and emotion belong in business strategy Beyond targets, KPIs and ROI: what do you actually want customers and employees to experience because your organization exists? Why love is a CX leadership topic CX leaders can bring this conversation into the organization through stories, leadership conversations, book clubs or even a small secret movement. Timestamped overview: 00:00 Importance of purpose in business 06:30 Focusing on positive customer moments 10:24 Adding emotion to business strategy 12:31 Personal motivations for pilgrimage 17:48 Advocating CX within organizations 19:56 Organizing a company book club 23:22 Gratitude for book recommendations Extra information: The book discussed in this episode is Design Love In: How to Unleash the Most Powerful Force in Business by Marcus Buckingham. Your challenge after listening: find one 5 in your organization. A moment customers or employees genuinely love. Study why it works — and see what you can make bigger. About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. She's a global CX thought leader, educator and keynote speaker who helps CX leaders strengthen their leadership, create more impact and make Customer Experience work. With over 20 years of corporate experience, she speaks the business language. She is an author, host of CX Leadership Talks, a Recognized Training Partner of the CXPA and creator of CX leadership programs including the CX Masterclass and CX Leadership Masterminds. For more info: go to www.nienkebloem.com or send her an email at nienke@nienkebloem.nl to spice up your CX Leadership.

Welcome to a new episode of CX Leadership Talks with Nienke Bloem! Today, we dive into a thought-provoking challenge every CX leader must face: Would they miss you if your CX team disappeared tomorrow? Drawing inspiration from a recent Qualtrics event, Nienke Bloem explores the true business impact of CX teams and introduces the crucial "budget cut test." Are you and your team seen as a must-have driving results, or just a nice-to-have delivering activities? With real-world examples and actionable self-assessment questions, this episode will empower you to prove your value, connect your CX work directly to business outcomes and ensure your seat at the table - even when tough budget decisions loom. Join Nienke Bloem for a candid, energizing conversation to help you sharpen your CX leadership and make your impact truly indispensable! Want to get more information about the ANI model? You can take a sneak peek here or listen to this episode in which Nienke takes a deep dive into this model. Timestamped overview: 00:00 The budget cut test and CX leadership 06:05 Importance of context in CX data 06:53 Evolving CX teams beyond sentiment 11:55 Measuring impact from workshops 13:54 Assessing Customer Experience impact 17:30 Discussing business leadership challenges 20:24 Seasonal farewell from the southern hemisphere About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books. Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the Customer Experience Professionals Association and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Newsletter to stay tuned.

Welcome to a new episode of CX Leadership Talks, recorded from the sun-soaked island of Texel during an intense European heatwave. In this special solo episode, Nienke Bloem CCXP dives deep into the ANI model — her new CX leadership philosophy that will transform the way you look at customer experience leadership. 🤩 Discover the three layers of the ANI model and learn how to grow your CX leadership from the inside out. Three key takeaways for CX leaders: Authority starts with you: Building both internal confidence and external credibility is foundational for driving CX transformation. It's not just how you see yourself, but how others perceive your influence and expertise. Lead with a clear narrative: Having the right leadership instruments - like a compelling change story, a strategic roadmap, and a business case - helps translate insight into organizational influence and direction. Impact means delivering measurable value: True CX leadership delivers results for both customers and the business. Embedding CX in culture, tracking outcomes, and holding yourself accountable are essential steps to driving sustainable success. Packed with practical insights, personal stories, and actionable strategies, this episode is perfect for anyone ready to become the captain of their own CX ship. Curious about the full ANI model, I created a visual overview for you here . Timestamped overview: 00:00 Masterminds cohort for leadership growth 04:44 Building internal and external authority 07:41 Authority and personal growth program 13:16 Guiding CX with leadership skills 17:22 Scaling Customer Experience (CX) methods 19:19 Strategizing for company impact 23:47 Sharing my big idea journey About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books. Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the Customer Experience Professionals Association and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Newsletter to stay tuned.

Welcome to a new episode of CX Leadership Talks with Nienke Bloem. In this episode, Nienke introduces ANI: her new CX leadership philosophy built around three elements every CX leader needs to thrive: Authority, Narrative and Impact. After spending months interviewing CX leaders and reflecting on the future of the profession, she discovered a surprising pattern. Most CX leaders do not struggle with customer experience. They struggle with leadership. The conversations were not about journey mapping, Voice of the Customer or CX strategy. They were about stakeholder buy-in, budget, urgency, visibility and impact. In this episode, Nienke shares the story behind ANI, the surprising inspiration that led to the model, and why she believes leadership may become the most important differentiator in the future of customer experience. This episode is personal, reflective and an invitation to think differently about your role as a CX leader. In this episode, you'll learn: Why many CX challenges are actually leadership challenges • The story behind ANI and its three elements: Authority, Narrative and Impact • Why trust, influence and movement matter more than ever for CX leaders • How the best CX leaders turn ideas into organizational impact • Why leadership may be the future of customer experience Timestamped overview: 00:00 Reflecting on personal and career future 05:34 Exploring the future of CX leadership 10:52 Leadership and CX strategy development 12:17 Aligning leadership with impact 16:02 CX Leadership Bootcamp launch Extra information: Curious about the ANI model and the future of CX leadership? Click here for the visual of the model . Take a look at the ANI model and learn more about the upcoming CX Leadership Masterminds Bootcamp, click here to plan a half hour exploration call . About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books. Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the Customer Experience Professionals Association and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Newsletter to stay tuned.

Welcome to a new episode of CX Leadership Talks with Nienke Bloem. In this episode, we tackle one of the biggest blind spots in CX leadership: stakeholder management. Because most CX leaders are strong in CX management. They know journey mapping, VoC, dashboards and improvement projects. But influencing senior stakeholders strategically? Building alliances? Creating organizational movement? That is where many CX leaders still play far too operational. Nienke shares personal stories from her own leadership journey, including a painful lesson from her time at KPN, and explains why executives do not buy activities… they buy confidence. This episode is practical, honest and packed with ideas to help you become more strategic in how you build influence, authority and momentum for Customer Experience inside your organization. In this episode, you’ll learn: Why many CX leaders unintentionally operate too tactically in stakeholder management Why executives buy confidence instead of activities How to use the Mendelow Matrix more strategically Why relational authority is critical for CX leadership Practical ways to engage stakeholders with more impact Timestamped overview: 00:00 Customer experience leadership insights 05:43 Reflecting on CX leadership challenges 08:07 Focusing on relational authority 10:09 Planning effective leadership discussions 13:53 Engaging with stakeholders 19:10 Developing strategic CX leadership 20:21 Wrapping up and goodbyes Extra information: Download the free Strategic Stakeholder Management Playbook for CX Leaders here . About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books. Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the Customer Experience Professionals Association and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Newsletter to stay tuned.

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders who want to spice up their leadership. In this personal and inspiring solo episode, your host Nienke Bloem CCXP dives into one of the most defining visibility lessons of her career, sparked by an unforgettable encounter with Queen Máxima. Discover how one highly visible moment unexpectedly changed the trajectory of Nienke’s CX leadership journey and why visibility plays such a crucial role in building authority, influence and impact inside organizations. Together, we explore why so many brilliant CX leaders stay invisible for too long, how visibility strengthens leadership and why remembered leadership matters when driving customer centric change. Get ready for Five practical tips, fresh leadership insights and honest reflections on visibility, authority and impact in the world of CX leadership. Timestamped overview: 00:00 Reflecting on a career-defining moment04:37 Starting Women in Financial Services06:47 Meeting royalty at the event11:43 Women in financial services conference15:18 Highlighting invisible leaders in CX16:25 Discussing CX leadership insights19:45 Exploring Herminia Ibarra’s leadership insights23:35 Navigating strategic conversations26:43 Discussing the ANI model32:21 Volunteering for speaking opportunities35:37 Attending a Harvard live event37:14 Becoming a CX authority Extra information: If you are a Dutch-speaking woman in the Netherlands and want to strengthen your strategic visibility, stakeholder influence and authority, have a look at Stratego for CX Women. This fall, Nienke launches the renewed CX Leadership Bootcamp in the Netherlands, focused on Authority, Narrative and Impact for CX leaders who want to increase their influence and business impact. And yes… next year it goes global 😊. To make your appointment, click here ! Connect with Nienke on LinkedIn or visit her website for more information and upcoming programs. www.nienkebloem.com About Nienke: Nienke Bloem is a global Customer Experience (CX) thought leader, keynote speaker and educator. She helps CX leaders move from doing customer experience to leading it by building strong CX strategies, crafting compelling CX Stories and driving measurable business impact. Spicing up CX Leadership 😊 Nienke is a Certified Customer Experience Professional (CCXP), Certified Speaking Professional (CSP) and a Recognized Training Provider of the Customer Experience Professionals Association (CXPA). With over 20 years of corporate experience, she combines business strategy, leadership and customer experience to help organizations turn CX into real results. Subscribe to her weekly CX Greetz to stay tuned or visit her website for more information! Her mission is simple: Make Customer Experience Work. And yes, she always wears her signature blue dress 😊

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders who want to spice up their leadership. In this inspiring episode, your host Nienke Bloem dives into an incredibly valuable conversation with global keynote speaker, educator, and "burger lady" Sally Foley-Lewis. Together, they explore the true power - and challenges - of leading from the middle. Discover why the best is in the middle, how to influence without formal authority, and how to proceed until apprehended. Get ready for practical tips, fresh insights, and a healthy dose of CX leadership inspiration! Timestamped overview: 00:00 Introducing Sally Foley-Lewis 06:15 Food as a universal concept 09:46 Discussing AI impact on organizations 14:16 Empowering middle managers 18:01 Importance of creating CX strategy 19:45 Navigating stakeholder management and authority 23:09 Importance of clear communication 26:15 Leading from the middle 30:15 Thinking strategically as a leader 32:32 Building strong internal networks 37:26 Importance of receiving feedback 40:20 Building professional networks 44:52 Connecting and collaborating with others 45:35 Show closing and contact info Extra information: Connect with Sally on LinkedIn or visit her website . Sally's book recommendations: The Best is in the Middle by Sally Foley-Lewis Managing oneself by Peter F. Drucker Here you can find the survey Sally invites you to fill in. About Nienke: Nienke Bloem is a global Customer Experience (CX) thought leader, keynote speaker, and educator. She helps CX leaders move from doing customer experience to leading it by building strong CX strategies, crafting compelling CX Stories, and driving measurable business impact. Spicing up CX Leadership Nienke is a Certified Customer Experience Professional (CCXP), Certified Speaking Professional (CSP), and a Recognized Training Provider of the Customer Experience Professionals Association (CXPA). With over 20 years of corporate experience, she combines business strategy, leadership, and customer experience to help organizations turn CX into real results. Subscribe to her weekly CX Greetz to stay tuned or visit her website for more information! Her mission is simple: Make Customer Experience Work. And yes, she always wears her signature blue dress 😊

Do you know how to use every presentation to actually move people? Not just inform them or update them, but make them remember, feel something, and take action. Because every time you step into a room, you have that opportunity as a CX leader. To create clarity, build energy, and influence decisions and direction. And yet, most presentations don’t land. They don’t change anything. Not because the content is wrong, but because the design is. We start with slides, data, and content instead of starting with intent. In this episode of #CXLeadershipTalks, Nienke Bloem CCXP takes you into one of the most underestimated leadership skills in customer experience: how to prepare your presentations so they create real impact. The good news? It doesn’t have to be complicated. It starts by answering four simple, powerful questions! Grounded in research on memory, decision-making, and behavior, and built on her experience working with hundreds of CX professionals, this episode shows you a simple but powerful shift. From intention to presenting information and creating movement. So you don’t just share CX. You strategize CX and Lead it. Timestamped overview: 00:00 Do you know how to move people with your presentation 02:00 Why most presentations don’t create impact 04:00 Presentations as a CX leadership moment 06:00 The shift from content to intent 08:00 The four questions that change everything 10:00 Question 1: Who is your audience 13:00 Question 2: What do you want them to remember 16:00 Question 3: What do you want them to feel 19:00 Question 4: What do you want them to do 22:00 Why “any questions?” kills your impact 24:00 Closing: From presenting CX to leading CX Extra information: Want to receive the CX Presentation Playbook with the four questions and a practical checklist? You can download it here . You’ll receive the playbook and will also receive Nienke’s weekly CX Leadership updates. And of course, never end your presentation with a Thank You Slide, watch her incredible valuable Youtube Video here . About Nienke Nienke Bloem is a global Customer Experience (CX) thought leader, keynote speaker, and educator. She helps CX leaders move from doing customer experience to leading it by building strong CX strategies, crafting compelling CX Stories, and driving measurable business impact. Spicing up CX Leadership Nienke is a Certified Customer Experience Professional (CCXP), Certified Speaking Professional (CSP), and a Recognized Training Provider of the Customer Experience Professionals Association (CXPA). With over 20 years of corporate experience, she combines business strategy, leadership, and customer experience to help organizations turn CX into real results. Subscribe to her weekly CX Greetz to stay tuned or visit www.nienkebloem.com for more information! Her mission is simple: Make Customer Experience Work. And yes, she always wears her signature blue dress 😊

What does it really take to win four International CX Awards, amongst which three GOLD? In this episode of CX Leadership Talks, Nienke Bloem sits down with Irene van Hoorn, CX Leader of the Year and Brand Experience Transformation Lead at Eneco. Irene shares how she moved from marketing and product roles to building and professionalizing CX as a discipline, and ultimately winning three Gold and one Bronze at the International CX Awards. This is not a trophy story. It’s a leadership story. About building authority without formal power. About scaling CX in a complex organization. About trusting the process. And about daring to say: “Screw it. Let’s do it.” If you are wondering whether you are “ready” to step up, take visibility, or go for recognition? This episode is for you. Because imposter thinking is common. But leadership is personal, not positional. In this episode, you’ll learn: How to build authority before you have formal power What it really takes to professionalize CX at scale Why external recognition strengthens internal credibility How to approach awards strategically and win The mindset shift that separates hesitation from momentum Trust the process. Choose wisely. And if you’re in it — be in it to win it. Timestamped overview: 00:00 Welcome Irene – introducing the CX Leader of the Year 03:00 From marketing to professionalizing CX at Eneco 08:00 Managing CX vs. truly leading CX 12:00 Building authority without formal power 18:30 Trust the process in complex transformations 24:00 Why go for international awards in the first place? 29:00 The internal shift once the team decided to compete 33:00 Behind the scenes of the awards application process 41:00 Winning Bronze and three Gold awards 48:00 What changed internally after winning 52:00 Advice for CX leaders doubting themselves Extra information: Connect with Irene on LinkedIn: https://www.linkedin.com/in/irenevanhoorn/ Interested in the International CX Awards? After we taped the episode, the date changed to November 5th. Visit: https://internationalcxaward.com/home Recommended by Irene: Watch the award finalist presentations via the Awards International platform and review the detailed jury feedback report if you participate. About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books. Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

In this episode, Nienke Bloem takes you behind the scenes of one of the biggest moments in her speaking career. Standing backstage at the Global Speaker Summit, about to deliver the closing keynote. A moment filled with excitement and doubt. And it led to a powerful realization. Because that exact same feeling shows up for CX leaders every single day. Not on a stage. But in leadership meetings, boardrooms, and stakeholder conversations. That moment where you think: Should I say something? In this episode, Nienke combines her personal experience with insights from psychology, including Identity Theory from Peter Burke and Self Efficacy Theory from Albert Bandura, to explain what is really happening in that moment. This is not just about confidence. This is about identity. And about how you step into your role as a CX leader before you fully feel ready. This episode will help you move from doing CX to truly leading CX. IN THIS EPISODE, YOU WILL LEARN Why the Should I moment is not doubt, but a signal of leadership How Identity Theory explains the internal picture you already have of yourself as a CX leader Why the gap between your identity and your behavior creates tension and how to use How Self Efficacy Theory shows that confidence is built through action, not before it Three practical ways to start acting like the CX leader you already know you can be TIMESTAMPED OVERVIEW 00:00 "From Hesitation to Leadership" 05:49 "Leadership and Doubt Moments" 09:22 "Crafting Your Leadership Identity" 10:37 "ANI Model for Strategic Leadership" 13:49 "Identifying Ideal Self Moments" 19:13 "Transforming Doubts Into Impact" 21:26 "Free CX Strategy Webinar" 24:37 "Global Leadership Greetings" READY TO TAKE THE NEXT STEP? Nienke is hosting a series of free webinars in April on CX Story and CX Strategy. Book it HERE: https://www.nienkebloem.nl/en/cx-educatie/webinar-create-your-best-cx-story-ever/ In these sessions, you will Define your CX Story and what you stand for as a leader Shape your CX Strategy and turn that into direction and action Receive a practical AI prompt to create two draft CX strategies when you join live ABOUT NIENKE Nienke Bloem CCXP is often called the Customer Experience expert in the blue dress. She is a global CX thought leader, educator and keynote speaker who inspires leaders and organizations to spice up their customer experience leadership and create real business impact. With over 20 years of corporate experience, Nienke speaks the business language of CX transformation. Through her keynotes, education programs and mentoring she helps CX leaders become more strategic, influential and effective in driving customer-centric change. She is the host of the CX Leadership Talks podcast, creator of the CX Story Blueprint, and a Recognized Training Partner of the Customer Experience Professionals Association (CXPA). Her programs, including the CX Masterclass, CX Leadership Masterminds, and CX Story Sprint, help CX professionals strengthen their authority, align strategy and turn customer experience into measurable business results. Feel free to reach out nienke@nienkebloem.nl and more on www.nienkebloem.com

In this new episode of CX Leadership Talks Host Nienke Bloem CCXP introduces the CX Leadership Energy Matrix. A simple quadrant tool that helps you decide where to focus your time and energy as a CX leader. The model maps your activities based on two dimensions: business impact and personal energy. By looking at your work through this lens, you can make more strategic choices about where your leadership truly makes a difference. You’ll discover the four zones of the matrix, the Sweet Spot, the Playground, the Strategic Duty Zone, and the Energy Drain, and why managing your energy is just as important as managing your time. Click here to see the visual of the model Timestamped overview 00:00 Welcome to CX Leadership Talks and recording from Sydney02:00 Discovering the value–energy model from Taki Moore04:00 The reality of CX leadership: endless improvement opportunities07:30 Why leadership energy matters more than working longer hours08:00 Research insights from Harvard Business Review on energy management11:00 Introducing the CX Leadership Energy Matrix13:00 The CX Leadership Sweet Spot: high value and high energy16:00 The CX Playground: high energy but limited impact17:00 The Strategic Duty Zone: important but draining work18:30 The CX Energy Drain: low value and low energy activities20:00 How to evaluate your own calendar using the matrix21:30 Three reflection questions for CX leaders23:00 Why your energy fuels CX transformation About Your Host Nienke Bloem CCXP is often called the Customer Experience expert in the blue dress. She is a global CX thought leader, educator and keynote speaker who inspires leaders and organizations to spice up their customer experience leadership and create real business impact. With over 20 years of corporate experience, Nienke speaks the business language of CX transformation. Through her keynotes, education programs and mentoring she helps CX leaders become more strategic, influential and effective in driving customer-centric change. She is the host of the CX Leadership Talks podcast, creator of the CX Story Blueprint, and a Recognized Training Partner of the Customer Experience Professionals Association (CXPA). Her programs, including the CX Masterclass, CX Leadership Masterminds, and CX Story Sprint, help CX professionals strengthen their authority, align strategy and turn customer experience into measurable business results. Feel free to reach out nienke@nienkebloem.nl and more on www.nienkebloem.com

Imposter syndrome does not destroy your competence. It erodes your authority. In this episode of CX Leadership Talks, Nienke Bloem dives into the psychology behind imposter syndrome and connects it directly to the three authority dimensions every CX leader needs: Personal, Positional and Relational Authority. Drawing on research and the widely known model of Dr. Valerie Young, Nienke explores the five competence types – The Perfectionist, The Expert, The Natural Genius, The Soloist and The Superperson – and shows how each of them quietly weakens your leadership influence. This episode is about understanding your internal competence rules and deliberately strengthening your authority so you can lead with confidence and impact. In this episode, you’ll learn: Why imposter syndrome is an authority gap, not a competence gap. You will understand how the five competence types undermine your Personal, Positional and Relational Authority – even when your results are strong. How your specific competence type shows up in your CX leadership behavior. You will recognize how perfectionism delays visibility, how the expert underclaims impact, how the soloist weakens relationships, and how these patterns limit your influence. Three concrete authority actions you can take immediately. You will learn how to stop waiting to feel ready, claim one result publicly and upgrade one strategic relationship – and which action fits best depending on your imposter pattern. Timestamped overview: 00:00 Imposter syndrome and the authority gap 02:00 Research origins and systemic roots 06:00 Dr. Valerie Young’s five competence types 11:00 CX leadership as a breeding ground for imposter thinking 14:30 Personal Authority and Trusted Influence 24:30 Positional Authority and Formal Influence 33:50 Relational Authority and Credible Power 35:45 Three authority actions to move the needle 42:00 Choosing your authority move Do you want to receive the CX Authority worksheet? Reach out to nienke@nienkebloem.nl and just ask for it 😊. Do you want to learn how to be a better CX Storyteller and scaler of your message? We have a new one day CX training: CX Storytelling, the first time will be in Dutch. You can read all about it here . About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books. Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

CX leaders are great at content. But CX rarely scales because the message doesn’t. In this episode of CX Leadership Talks, Nienke Bloem dives into why communication is not a soft skill, but a core CX leadership capability. She explores how CX leaders can move from one-off presentations and workshops to a repeatable, multi-channel communication rhythm that creates real organisational impact. This episode is about turning your CX story into a movement - not a moment. In this episode, you’ll learn: why one great CX presentation is never enough the false assumption that “clarity leads to alignment” how CX leaders get stuck in one-to-one communication what scaling a message really means (and what it doesn’t) why repetition creates stability, not boredom how communication patterns predict transformation success how to design a CX communication drumbeat that sticks Timestamped overview: 00:00 Scaling leadership communication impact 06:29 Continuous communication drives transformation 10:00 Creative CX communication strategies 11:19 Strategizing CX through content 17:13 CX Storytelling program launch 19:55 Consistency signals stability 24:51 CX Leadership through storytelling 25:32 Scaling your message effectively Want to learn more about CX stories, this is the link to the episode "From CX Story Blueprint to impact: Crafting your CX leadership change narrative". Do you want to learn how to be a better CX Storyteller and scaler of your message? We have a new one day CX training: CX Storytelling, the first time will be in Dutch. You can read all about it here . About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books. Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

In this episode of CX Leadership Talks, Nienke Bloem is joined by James O’Connor, one of the early architects of customer experience as a professional discipline. James brings more than 20 years of experience working at the intersection of customer experience, strategy, operations and technology. He was one of the first CX advisors at Forrester, where he worked closely with CX leaders and executive teams across global organisations. Later, he continued his work in advanced analytics and customer strategy at Bain & Company. In this conversation, Nienke and James dive deep into a topic many CX leaders struggle with: technology. Not tools for the sake of tools, but how technology can truly accelerate CX leadership, business impact and decision-making. They talk openly about why CX technology so often disappoints, why imperfect technology sometimes works better than “Ferraris”, and what CX leaders should focus on if they want technology to actually deliver value. This is a practical, honest and strategic episode for CX leaders who want to move beyond dashboards, vendors and hype, and start using technology as a real leadership accelerator. Timestamped overview 00:00 Mentorship that transforms CX leadership 05:01 Journey into Customer Experience 07:53 Strategizing CX with accountability 11:26 Progress over perfection 15:02 Why CX leaders need technology 18:10 Misaligned initiatives and technology use 22:04 Good enough tools deliver 23:27 AI catalyst for business insights 29:00 Driving business impact collaboratively 32:32 Understanding tech’s business value 36:50 Importance of an operating model 39:16 Building a strong core 41:55 Prioritize people over tools 46:17 Accelerating impact using existing resources 48:27 Maximizing existing resources effectively Books mentioned in this episode Endurance by Alfred Lansing The Martian by Andy Weir Video’s on the Future of CX Leadership Nienke gave her insights on the future of CX in a video serie: 5 Shifts for CX leaders – the future of CX leadership. You can find them here . Connect with James You can connect with James on LinkedIn . If this episode resonated with you, share it with a fellow CX leader and let Nienke know what your biggest takeaway was. About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books. Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

This first episode of 2026 is an invitation for CX leaders to pause, reflect and look ahead. In this episode, Nienke Bloem CCXP explores why CX leadership is entering a new phase and why 2026 asks something different from those leading customer experience in complex organizations. Instead of jumping to tools or quick fixes, she starts with the real challenges CX leaders face today, from lacking strategic mandate and struggling to scale CX, to feeling constantly pulled into operational firefighting. From there, Nienke introduces the big CX theme for 2026 and shares a clear, practical model that helps CX leaders reflect on their role at three levels: strategic, tactical and operational. With personal stories, concrete examples and a powerful lighthouse metaphor, she shows how CX leaders can move from being busy to being intentional, from reacting to steering. This episode is for you if you want to lead CX with more clarity, confidence and impact in 2026, without losing the joy and playfulness of the work. By the end of this episode, you won’t have a long to-do list. You’ll have one honest question to answer: Are you ready for the next level? Timestamped overview: 00:00 2026 Theme for CX leaders 03:09 CX leadership theme unveiled 09:27 Strengthening CX leadership strategy 14:32 Scaling Customer Experience challenges 15:39 Scaling CX for growth 20:22 Intentionality in leadership and action 25:05 Self-assessment for CX improvement 28:20 Scaling methodologies and customer journeys 30:27 Streamlining education and Customer Experience 33:22 Strategic thinking and leadership habits 36:42 Focusing energy on growth levels 39:24 Leading the next CX chapter Extra information: You can read the blog with additional information here . About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books. Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

How do you want to lead in 2026? In this episode of CX Leadership Talks, Nienke Bloem helps CX leaders move from intention to direction. Not by creating a long to-do list, but by making conscious, strategic choices about where to focus. With 2026 themed as Strategizing CX, this episode is an invitation to slow down, zoom out, and design your year with clarity. Nienke guides you through five must-win battles every CX leader should define for themselves: impact and results, strategy vision and purpose, engagement and cultural change, personal growth and development, and work-life balance and well-being. This is not a quick listen. It’s a working session. You’ll be encouraged to grab a journal, think bigger than you normally do in CX, and translate ambition into concrete focus. Along the way, Nienke shares personal examples, lessons from CX leaders she mentors, and practical questions to help you decide what truly matters and what can wait. The episode closes with a powerful exercise: writing a letter to yourself from the end of 2026, already successful. If you want to lead CX more strategically, align your work with what really matters in your organization, and still protect your energy and joy, this episode is for you. Press play, take your time, and start shaping your 2026 with intention. Timestamped overview: 00:00 Strategic success in CX 05:51 Aligning goals and defining success 07:20 Prioritizing CX projects for impact 12:17 Building a strong CX strategy 13:33 Strategy to execution challenges 19:00 Strategizing CX engagement 20:31 Culture shift and behavioral change 25:21 Commit to growth opportunities 29:39 Prioritize strategic time planning 31:28 Habits for wellness and focus 35:23 Future success and CX impact 37:51 Strategizing CX and leadership About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books. Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

Welcome to a brand new episode of the CX Leadership Talks podcast, hosted by Nienke Bloem! In this very special "Reflection edition for 2025”, Nienke Bloem invites you to slow down, look back, and take stock of your year as a CX leader. She guides you through a thoughtful self-audit, encouraging you to pause, journal, and dig deep into five essential areas: impact and results, strategy and vision, engagement and cultural change, personal growth, and work-life balance. Drawing on her years of experience mentoring and educating hundreds of CX professionals, Nienke Bloem shares her own reflections and the successes (and lessons) of the leaders she’s worked with. This episode is packed with practical questions, inspiring stories, and actionable insights that will help you understand where you’ve thrived, where you can improve, and how to set the stage for an even more impactful 2026. So grab your headphones, settle into your favorite spot, and get ready for an honest, energizing reflection session designed to elevate your CX leadership journey! Timestamped overview: 00:00 Self-audit for future growth 05:14 Defining success with metrics 08:19 Ranking results: direct vs. Indirect 11:11 Impact measurement and benefit tracking 15:58 Crafting an effective CX strategy 20:15 Strategic planning and reflection 21:42 Strategic success in CX leadership 25:09 Leadership and collaboration reflections 30:21 Success and personal growth 34:30 CX leadership and growth insights 38:05 Reflecting on stress and balance 41:19 Balancing work, life, and inspiration 45:32 Self-generated energy management 48:06 Finding my leadership sweet spot 50:03 Carrying forward purposeful habits Extra information: Download your free PDF with all 44 reflection questions here . About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books. Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders who want to spice up their leadership. In this episode, your host Nienke Bloem CCXP connects with Cairo Marsh, founder of Relativ, an experience agency based in Tokyo. Together, they explore why branding alone isn’t enough in today’s world and introduce the powerful concept of “brand being”: how a brand shows up in every experience, online and offline. Cairo Marsh shares practical strategies for aligning different departments around shared customer goals, the importance of employee incentives and culture, and how CX leaders can leverage moments of belonging to drive loyalty and connection. You’ll also hear insights on balancing quantitative and qualitative research, the necessity of customer experience strategy, and lessons from global and Japanese brands. Grab your favorite drink and get ready for inspiration and actionable tips to elevate your CX leadership! Timestamped overview: 00:00 Brand being and belonging 05:33 Branding agencies and broken promises 06:57 Marketing for today and tomorrow 10:57 Thin slicing customer experience 13:47 Overcoming Fragmentation in Teams 18:37 Unified customer engagement platform design 21:58 Prioritizing customers to align goals 25:47 Balancing data and insight 30:00 Defining strategy to stand out 33:47 Authentic leadership and expectations 36:16 Japan's experience design challenge 39:08 Belonging over basic needs 40:50 Building belonging through connection 45:38 Unreasonable hospitality insights Extra information: Connect with Cairo on LinkedIn You can find the information about relativ* here You can find Cairo's book recommendation here About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress. She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books. Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.