Welcome to another new episode of "CX Leadership Talks"! Join host Nienke Bloem, while she dives into the vibrant world of Global CX Day. This episode is packed with insights, strategies, and nine powerful and practical ideas on how to use this special day (or create your own special Customer Day) to boost customer-centricity within your organization and spice up your CX Leadership.

Now, you’re eager for more ideas and detailed strategies. That’s why you should definitely listen, as Nienke takes you along the journey of leveraging global CX Day. From ideation to evaluation, this episode covers every aspect of effective CX event planning.

You will learn about the five key planning elements crucial for any CX initiative: Ideate, Organize, Deliver, Share, and Evaluate. Nienke also outlines NINE strategies for engaging different target audiences within an organization, from the entire organization to CX teams and individual professionals.

Tune in to get practical tips and creative ideas on how to make your Global CX Day or Customer Week a memorable and impactful event. Don’t forget to catch the tease for our next episode focusing on journey management with a special guest. But first, it is time to spice up Global CX Day!

Timestamped overview:

00:00 Customer experience management is a global profession.

03:37 Recognizing and celebrating exceptional customer experience efforts.

07:41 Plan, organize and deliver customer experience management.

09:45 Capture, share, evaluate, plan, ideate, organize, deliver.

14:19 Hackathons drive quick wins and long-term innovations.

17:59 Host panels, engage customers, highlight CX efforts.

21:56 Effective annual customer engagement ideas for CX team.

25:22 Team reviews customer feedback for trends and solutions.

27:01 CX fact sheet and inspiration carousel. Interested?

30:24 Embrace gratitude, celebrate CX Day, thank sincerely.

33:48 Use ChatGPT/ Copilot for drafting emails efficiently.

36:28 Celebrating Global CX Day with Dutch chapter.

Links from this episode:

CXPA on Global CX Day

Tickets for Dutch Global CX Day

Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio: https://www.nienkebloem.nl/en/cx-educatie/

In this episode of CX Leadership Talks, host Nienke Bloem and guest Avi Liran delve into the significance of empathy, gratitude, and creating genuine connections in customer experience and leadership.

Avi shares insights on the neuroscience behind delighting others, emphasizing its impact on trust, business success, and profitability. The conversation explores the importance of authentic appreciation, personal gestures, and creating delight in customer interactions.

Additionally, they discuss the implications of cultural sensitivity in gift-giving, the impact of fairness and respect on customer loyalty, and the empowerment of employees through delightful company culture. The episode also addresses the challenge of delivering delight in difficult circumstances and emphasizes the need for leaders to prioritize genuine connections with customers.

Join Nienke and Avi for this enriching episode and let Avi's wisdom inspire you to lead with empathy and create genuine delight in your customer interactions.

About Avi Liran (visit his LinkedIn profile here)

Traveling the world on a mission to delight one person, one workplace at a time. Learning and researching about creating positive and happier cultures to foster delightful employee experiences, thereby retaining, engaging and empowering them to in turn, deliver delightful customer experiences. Avi's keynote talks seek to inspire audiences while his training programs aim to help organisations make delightful transformations. With over 20 years of leadership in the corporate world (as a former diplomat trade commissioner and venture capital entrepreneur), Avi shares on stage real life experiences, case studies, stories and original thought provoking recipes that are easy to learn but sure to make an astounding impact. Timestamped overview

00:00 Finding purpose requires values, especially respect and fairness.

03:51 Mistake with booking bungalows, intern's error.

08:28 Delighting others triggers neuroscience rewards, leading to connection.

12:13 Father's sudden death changes perspective on life.

17:20 Contribution adds value, giving is what's wanted.

19:32 Unusual toilet paper Christmas gift creates laughter.

22:55 Busy, but let's chat over coffee later.

24:55 Belgium hospitals discover "mango moments" impact.

30:53 Beggar is a person putting stuff in bag.

32:48 Showing appreciation creates VIP status at restaurants.

37:11 Banks and relationships depend on offering support.

38:13 Be there for people, rebuild relationships, add value.

42:22 Powerful words to enhance communication impact.

46:01 Practice empathy, show gratitude, lead authentically.

In this episode of CX Leadership Talks, Nienke Bloem hosts guest Roxie Strohmenger. They discuss the importance of leaders connecting with their human side, understanding the connection between CX, perception metrics, and financial metrics, and learning the "love language" of senior leaders.

The conversation also delves into the elements of delivering world-class CX programs, building a web of data, understanding individual thinking processes, the book "Surrounded by Idiots," and the importance of agility, speed, and storytelling in CX. They emphasize the significance of understanding financial acumen, crafting a strong CX strategy, and rallying the organization for successful CX transformation.

The episode concludes with Nienke inviting listeners to share which elements they will work on and asking for recommendations on resources to become better CX leaders.

About Roxie Strohmenger CCXP (visit her LinkedIn profile here)

Roxie Strohmenger is an innovative CX Change Maker who believes great things don't happen in your comfort zone. She has a background as CX Consultant with Forrester and has had successful senior practitioner roles. She excels in leading CX transformations tied to operational metrics and financials. Her talent lies in delivering high-quality, revenue-impacting, and cost-saving customer experiences by defining, testing, and optimizing the customer lifecycle. Roxie is known for being a CX leader who breaks down silos and unifies an organization around a singular CX Vision, transforming strategy into execution to protect and expand revenue through scalable, human-centered experiences. She’s also known for identifying and cultivating the right emotion to deliver a differentiated, high-quality customer experience. She’s a servant leader who empowers professionals to realize their full potential. Besides that, she’s also a dynamic, passionate speaker who brings the customer to the foreground.

Timestamped overview

00:00 Upcoming event about mobility and leadership.

05:07 Inquisitive mind drives focus on customer experience.

09:20 Challenges in connecting CX to ROI explained.

12:08 Shareholders, structure, funding - important CX considerations.

15:16 Initial organizational listening tour for data access.

17:23 Hiring data-savvy team vital for CX success.

23:23 Agility and speed, plus understanding data's role.

26:34 Understanding P&L informs business decision making.

29:10 Government employees should manage and assess risks.

31:14 Explaining CX metrics and importance of storytelling

33:50 Scaling CX narrative through strategic and tactical methods.

38:23 Quick rise to keynote speaker affirmed vision.

41:01 Focus on immediate actions, avoid overwhelming tasks.

43:54 Focusing on what enhances the experience.

Roxie’s recommendation

The Delighted Customers Podcast with Mark Slatin