Welcome to another insightful episode of the CX Leadership Talks podcast with your host, Nienke Bloem CCXP. This week, we're diving deep into the world of CX stories, a fundamental tool for any CX leader aiming to make a significant impact. Over the next four weeks, we'll explore the 'why,' 'how,' and 'what' of crafting and delivering compelling CX narratives.

This week's episode is all about embracing your role as the Chief Reminder Officer, a pivotal yet unsung role in ensuring your customer experience strategy resonates across your organization. Join Nienke as she shares her journey from her recent content retreat in Australia, her learnings from renowned entrepreneur Jane Anderson, and the importance of repetition in communication. Plus, discover how a well-crafted CX story can create lasting change and even propel you in your career. Tune in to learn about the power of storytelling in CX, prepare for her upcoming free webinar, and start crafting your own CX change narrative.

Register for our free webinar to craft your draft CX Story Join our free webinar, where Nienke guides you in just one hour to your first draft of your CX Story.

Timestamped overview

00:00 Following CX education, inspired by Jane Anderson.

04:27 Hosted CX masterclass to enhance organization's understanding.

07:42 Consistent storytelling creates clarity and decision guidance.

11:08 Communicate clearly using structured, repeatable presentations.

14:56 CX leadership creates career advancement opportunities.

16:59 Spice up customer experience; podcast on CX roles.

If you're interested in CX storytelling, check out this previous episode, on how to avoid these 5 mistakes in your CX Storytelling journey. And don't forget to register for our free webinar to craft your draft CX Story!

Want to grow as a CX Leader? Contact Nienke Bloem via her website . She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.

In this episode of CX Leadership Talks, guest Eytan Hattem, CEO at Cemantica, joins host Nienke Bloem to discuss the vital role of people in mapping customer journeys and the connections between customer, employee, and partner experiences. Eytan emphasizes the journey management's shift from being seen as a "nice to have" to an operational system within organizations, offering practical examples to engage employees.

He recommends "Experience Operating System" by Diane Magers and Michael Hinshaw as a valuable resource for CX leaders, and discusses the importance of empowering CX professionals with good data and understanding the organization's customer-centric maturity level. And on a more personal note, the hosts also share their favorite French snacks and provide links to relevant resources and further contact information.

This episode delves into journey mapping, journey management, and journey orchestration, shedding light on the strategic and tactical elements of each stage. They emphasize the need for leadership, continuous learning, and cultural and organizational changes to achieve seamless customer experiences and discuss the impact of AI on CX initiatives. Overall, the episode explores the evolution of CX teams, the importance of customer experience fundamentals, and the preparation and education needed for effective journey management.

So, join us for an engaging discussion on the evolving landscape of CX and the strategies to drive impactful change in your organization.

About Eytan Hattem (visit his LinkedIn profile here)

Eytan is an executive in Customer Experience, with international expertise in the digital transformation domain as a strategic consultant, thought-leader, engagement manager and business developer.

Throughout his career he gained experience in various technological fields (customer relationship management, cloud, mobile platforms, big data, AI, business analytics, IoT, and more) with multi-disciplinary background (general management, business development, partner relationship, delivery, support, etc.).

Eytan led multinational teams in various sites implementing a results-driven culture with a strong leadership focus on people, strategy and business outcomes.

Timestamped overview

00:00 Cemantica's ambition: create a frictionless world.

03:31 Difficult to explain my role, customer experience professional.

06:33 Changed approach from inside out to outside in.

10:47 Managing customer journey requires rigor, practice, governance.

13:39 Map customer journey, orchestrate data, validate hypothesis.

18:18 Refining journey with orchestration engines and data.

22:04 Develop customer experience strategy before journey mapping.

25:24 Emphasize customer impact, not just internal changes.

27:19 AI is a valuable copilot for humans.

30:32 Customers seek universal experiences, AI-driven.

34:26 Cemantica prioritizes execution, connectors, and data integration.

36:50 Empowerment and data are crucial for success.

41:10 People mapping digital operations, visualizing customer journeys.

44:41 Stimulates thinking about solving customer pain points.

46:51 Customer experience is either strategic or not.

49:25 Leadership needed for Cemantica, details in notes.

Eytan’s recommendations

1. Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It by Michael Hinshaw and Diane Magers
2. Visit the site of Cemantica.com

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

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

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

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

Timestamped overview:

00:00 Customer experience management is a global profession.

03:37 Recognizing and celebrating exceptional customer experience efforts.

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

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

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

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

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

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

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

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

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

36:28 Celebrating Global CX Day with Dutch chapter.

Links from this episode:

CXPA on Global CX Day

Tickets for Dutch Global CX Day

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

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

In this episode of CX Leadership Talks, I had the pleasure of welcoming Diane Magers as my guest. We delved into the details of standardizing customer experience across different business units and discussed Diane's co-authored book, which offers practical guidance for embedding customer experience into an organization's operations.

One particularly insightful quote from Diane highlighted the need for organizations to prepare for future trends, especially regarding AI, machine learning, and new technologies. She emphasized the importance of internal innovation and disruption, pointing out the need for organizations to redesign their operations and work collaboratively to deliver a seamless customer experience.

Throughout our conversation, we covered a range of topics, including the evolving role of CX leadership, the potential pitfalls of over-reliance on technology, and practical strategies for operationalizing customer experience within an organization. We emphasized the importance of cultural alignment, understanding design, and connecting customer value to organizational goals, offering invaluable insights for CX leaders and organizational leaders aiming to integrate customer experience practices into their work.

Tune in to gain practical insights and actionable strategies to elevate your organization's customer experience game. Don't miss out on this invaluable knowledge. Connect with Diane and start your CX transformation today!"

About Diane Magers (visit her LinkedIn profile here)

With over 25 years of customer experience, sales and marketing leadership, Diane is the Founder and Chief Experience Officer of Experience Catalysts, a consulting and training firm that helps CX executives develop and grow customer and associate engagement programs. She’s also a Certified Customer Experience Professional (CCXP) and a past CEO and Emeritus Chair of the Customer Experience Professionals Association (CXPA), a global non-profit organization that advances the CX field. Her passion is to facilitate and coach CX leaders on how to design and implement CX strategies that drive growth and impact financial benefits. She has worked with various sized organizations across different industries, such as VMware, State Farm, MoneyGram, Freeman, Invisalign, and Equifax, delivering CX solutions that align with their enterprise, customer, and associate needs. Besides that, Diane is also a skilled presenter and trainer in CX.

Timestamped overview

00:00 Organizations design experiences to influence behavior & ROI.

04:43 Summary: profession evolving, leaders need embedding experience.

09:49 Simple questions and actions for organizational change.

13:31 Empower teams with knowledge and capabilities.

17:04 Human craving for connection in automated world.

21:10 Embracing new perspectives and practices in CX.

23:38 Perspective shift enables better leadership and innovation.

27:39 Revamp approach to customer and employee value.

29:48 Strategic focus on future state customer perspective.

32:10 Align content, create standards, educate for consistency.

35:22 Shifting focus to digital experience and education.

39:10 Explains concepts and implementation of operating system.

42:46 Schedule time for exploration and build connections.

Diane’s recommendations

Experience Rules - The Experience Operating System (XOS) and 8 Keys to Enable It, by Michael Hinshaw and Diane Magers

Connect with Diane on LinkedIn

In this episode of CX Leadership Talks, your host Nienke Bloem engages in a dynamic conversation with Maaike Verwer, a certified customer experience professional, focusing on aligning IT and business processes to enhance customer experience. Maaike and Nienke discuss an impactful collaboration with HomeServe to streamline their customer service, reducing call times and improving satisfaction through automation.

Maaike emphasizes the importance of understanding and utilizing existing data in organizations for enhancing customer experience and highlights the need for seamless alignment of data and processes, drawing an analogy to renovating a house.

The conversation also delves into agile methodologies, stakeholder management, and addressing concerns related to technology and job insecurity. The episode wraps up with Maaike's recommendation for enhancing CX leadership through data-driven insights.

About Maaike Verwer (visit her LinkedIn profile here)

Maaike is an enthusiastic, pragmatic and results-oriented professional with a customer-oriented approach (CX based). She has achieved several successes in roles and projects where organizational and IT processes reinforce each other. Maaike believes in the importance of CX and the use of the right and appropriate technology within organizations.

Timestamped overview

00:00 Encouraging guests to be proactive and brave.

05:31 Importance of customer experience and IT alignment.

06:37 Utilize existing data efficiently to avoid waste.

11:57 Met Sabio at Genesys conference.

14:06 Ensure understanding, confidence, and process optimization in technology.

17:53 Contact centers transitioning from cost to value.

21:42 Initiate inform transform perform through agile working.

23:45 Tracking project benefits leads to successful change.

28:01 Clear communication key for understanding and alignment.

31:40 Content must be easily accessible for engagement.

33:58 Share small wins, use understandable language, consider perspectives.

38:47 Addressing importance of stakeholder management and technology.

39:50 Career experience taught me to actively listen.

43:03 Recommended books by Maaike.

Maaike’s recommendations

Let's Get Real or Let's Not Play: Transforming the Buyer/Seller Relationship, by Mahan Khalsa and Randy Illig

Neuromanagement: het nieuwe managementparadigma, by Sven Gall (in Dutch)

Welcome to CX Leadership Talks, where we explore the essence of human-centric leadership in the workplace. In today's episode, your host Nienke Bloem engages in an insightful conversation with Eryc Eyl, a passionate advocate for creating more human workplaces.

Eryc emphasizes the importance of work leading to fulfillment, satisfaction, and human flourishing, challenging the traditional notion of work to an end. They delve into Eryc's book, "Stop Engaging Employees, Start Making Work More Human”, which offers practical strategies for fostering a human-centric work culture. The episode reveals specific disciplines and approaches for leaders, emphasizing the organic nature of workplace culture and the 13 guiding principles of human-centric workplaces.

Eryc shares insights on the 6 E's of impact culture and the significance of empathy and deep listening in creating meaningful connections. Furthermore, the discussion is about the importance of removing obstacles and friction in the workplace, empowering employees, and involving them in solving customer-related problems to enhance customer-centricity.

Join us as we unravel the profound insights into human-centered leadership and workplace transformation. Tune in to gain a deeper understanding of creating more human workplaces for better results.

About Eryc Eyl (visit his LinkedIn profile here)

Eryc Eyl is a distinguished expert in customer experience with over 20 years of industry experience. Known for his innovative and customer-centric strategies, Eryc has collaborated with numerous high-profile companies to enhance their customer service practices. With a background in Organizational Communication and a certification as a professional coach, he brings a deep understanding of human behavior and communication dynamics to his work.

Eryc is a sought-after speaker, thought leader, and contributor to various publications, passionately advocating for the integration of technology and human touch in customer interactions. Next to that he is a fun human. Always connecting, listening and of course, known for his extraordinary moustache.

Timestamped overview

00:00 How a liberal arts graduate becomes a Lean Six Sigma black belt.

05:47 Writing a book to make work more human.

09:39 Discussion about human-centric workplace principles and connections.

13:06 Defining and impacting workplace culture and expectations.

14:32 Adhering to expectations for traffic flow safety.

17:22 Balance speaking and listening for valuable communication.

21:24 Encourage involvement for better results and solutions.

26:45 Educating through conversations to achieve shared understanding.

27:42 Bank crew praised for smart branding approach.

32:32 Insightful session on customer service and leadership.

37:05 Simplify workplace processes, remove unnecessary obstacles.

38:30 Pushing responsibility down, reducing policies for satisfaction.

41:46 Embrace noticing and catching the right behaviors.

44:41 Focus on listening more, leading by example.

Eryc’s recommendations

Stop Engaging Employees, Start Making Work More Human, by Eryc Eyl

Emergent Strategy: Shaping Change, Changing Worlds, by Adrienne Maree Brown

And a present from Eryc for you, as a listener of this podcast