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.

Welcome to a new episode of CX Leadership Talks!

In this episode, Nienke Bloem CCXP takes you to the International CX Awards in London, where she hosted an evening with more than 450 CX professionals from over 50 countries. Across all those conversations, one theme stood out: the real challenge in CX is leadership engagement.

Not tools. Not dashboards. But leadership behavior.

Nienke shares why so many leaders believe they are customer centric while their behavior tells a different story, explains the confronting Bain 80–20 gap, and shows how the Aha moment becomes the starting point for real transformation. She also shares a powerful example of a Dutch energy company where leaders personally solve customer complaints and what happens when leaders actually meet customers.

In this episode you’ll learn: • Why leadership behavior is the true engine of customer centricity • How the Dunning Kruger effect and the 80–20 gap show blind spots in leadership • What happens when leaders step in, meet customers, and make customer centricity a habit

Nienke closes with insights from her new keynote We only win when everyone is in, where customer centric leadership becomes a real team sport.

Timestamped overview:

00:00 Leadership Drives Customer Experience Success

03:56 Customer Centricity: Challenging Perceptions

09:45 Customer-Centric Leadership Insights

12:19 Leaders Solving Complaints Personally

14:49 Leadership Growth Through Story Sharing

19:50 "True Customer-Centric Leadership"

24:07 "Leadership Behavior Shapes Impact"

25:26 "Greetings from CX Awards"

Explore working together: If you want to find out whether Nienke’s new keynote We only win when everyone is in is the right fit for your leadership event or 2026 plans, send an email to nienke@nienkebloem.nl to plan an exploration call. Or look her up at nienkebloem.com

About Nienke: Nienke Bloem CSP CCXP is known as the Customer Experience speaker in the blue dress. She is a global CX thought leader, keynote speaker and educator with over 20 years of corporate experience. She is author of two CX books, creator of the CX Game and a Recognized Training Partner of the CXPA. Nienke is on a mission to make Customer Experience work through strategy, behavior and leadership. And helping you spice up your CX 😊

Welcome to a brand new episode of CX Leadership Talks!

In this episode, Nienke Bloem CCXP shares a personal story from her time at KPN that completely changed how she looked at leadership. A Valentine’s Day blog, a bold email to the CEO, and one big aha moment led her to realise that real CX leadership starts when we stop judging and start joining.

Too often, CX leaders complain that management “doesn’t get it.” But our job isn’t to criticize leaders, it’s to help them lead. Nienke talks about how to bridge that leadership gap and become a trusted partner instead of a frustrated observer.

You’ll learn three practical ways to lead your leaders: • Help them make decisions by bringing options, not just problems • Help them connect with customers by organising and guiding their first experiences • Help them as humans by showing care and curiosity

Timestamped overview:

00:00 Valentine's Day customer service story

04:13 Leaders ignoring customer stories

10:03 Mindset shift for better leadership

11:50 Elevating CX leadership mindset

14:56 Facilitating decisions through preparation

18:48 Practical planning for board visits

22:53 Connecting leaders with customers

25:19 CX Leadership masterminds 2026

Listen now and discover how to lead your leaders, build bridges instead of walls, and make Customer Experience work through true collaboration.

Don’t just manage CX. Lead it.

About Nienke:   

If this episode hits home, there are two ways to go further. Book Nienke’s new keynote We only win when everyone is in for your next leadership event. Or, if you’re Dutch and ready to grow as a CX leader, join the CX Leadership Masterminds 2026, the eight-month journey to strengthen your CX strategy, story, and impact.

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.   

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 CX Leadership Talks!

What if CX leadership was more about heart than KPIs? In this fresh, feel-good episode, your host Nienke Bloem CCXP explores what happens when we swap frameworks and dashboards for belief, curiosity and connection, inspired by none other than Ted Lasso.

From her sunny spot in the south of France, Nienke shares how a cheerful TV coach can teach us five timeless lessons about leadership, culture and courage. Because let’s be honest, too many CX leaders focus on metrics when what really moves people is meaning.

In this episode of CX Leadership Talks, Nienke breaks down five Ted Lasso leadership lessons that every CX leader can use to bring more heart into their work:

1. Be a goldfish, let go faster and lead lighter.
2. Believe in your team, courage grows from trust.
3. Be curious, not judgmental, curiosity opens doors.
4. Find your biscuits, build connection through consistency and care.
5. Laugh at yourself, authenticity beats perfection every time.

This episode is about leading with heart, humour and humanity. Nienke invites you to bring a little more Lasso energy into your CX leadership, to believe before you measure, to connect before you control, and to make customer experience work with joy.

🎧 Listen now and discover which of the five Ted Lasso lessons will spice up your leadership next.

Timestamped overview:

00:00 Ted Lasso leadership insights 05:42 Customer Experience lessons from Ted 08:13 Be a goldfish 11:34 Believe in your team 14:30 Be curious, not judgmental 18:05 Building loyalty through gestures 20:54 Learn from mistakes 23:39 Building Customer-Centric 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 CX Leadership Talks!

Too many CX leaders are hired to create change… yet end up playing it safe. Organizations reward dashboards, quick wins, and staying in the background. But as your host: Nienke Bloem reminds her listeners, CX is not about management, it is about leadership.

In this episode of CX Leadership Talks, Nienke shares the five areas where CX leaders play it too safe, and the bold leadership shifts they need to make instead. She explains how leaders can move from being reporters to becoming strategic business partners, from project explainers to storytellers with one strong CX narrative, from short-term fixers to transformational leaders, from the soft zone to technology-driven impact, and from being invisible to becoming visible strategic connectors.

This episode is about stepping out of the slippers of the expert or manager and into the shoes of a true CX leader. Nienke invites her audience to spice up their leadership, follow their joy, and ride the wave of awesomeness.

In this episode you will learn:

• Why playing it safe is the biggest trap for CX leaders

• The 5 safe zones that keep leaders small

• What it looks like to shift from management to true leadership

• Why joy, courage and visibility matter more than ever

Nienke makes it clear: CX is too important to play it safe. It is time to stop limiting yourself, step into your leadership shoes, and lead like you mean it.

🎧 Listen now and discover which of the five areas resonates most with you.

Timestamped overview: 00:00 CX Leadership podcast challenges 05:06 Step out of safe leadership 08:40 From reporter to strategic partner 12:41 From projects to transformation 14:05 Tech-driven impact with AI & data 18:02 Becoming a strategic connector 21:18 Join secret email list

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 CCXP MBA explores the fascinating concept of thin slicing, the psychological phenomenon that shows how just a few seconds of behavior can reveal the bigger truth.

From leaders canceling contact center visits to technicians arriving late, from the reviews customers leave online to the culture that lives inside organizations, thin slices are everywhere. And they matter.

Drawing on research by Nalini Ambady, Malcolm Gladwell’s Blink, and her own stories from corporate life, Nienke shows how thin slicing can be used in two powerful ways:

1. Driving culture change and leadership interventions, making behavior visible and discussable.
2. Understanding customer feedback and VOC data, treating reviews and complaints as slices of the bigger customer experience.

You’ll learn:

• Why behavior is the real evidence of your strategy.
• How small slices of action build or break trust.
• Practical tips for using thin slicing as a CX leader.

Because in the end, behavior is the evidence. Every thin slice reveals what’s really important, far louder than any strategy document or polished story.

🎧 Tune in for stories, science, and practical actions you can take to grow your CX leadership.

Timestamped overview:

00:00 Thin slicing and tech issues

05:51 Accuracy of thin-slice judgments

09:25 Unseen importance: Plankton effect

11:38 Thin slicing: Judging whole from parts

13:50 Customers are evaluating companies

18:24 Aligning internal culture with CX

21:02 Leadership by example in CX

25:13 Cultural reflection in Customer feedback

27:06 Distrust and control realization

31:03 Strategy webinar dates correction

Free learning opportunity: Join one of Nienke’s upcoming Strategy on a Page webinars:

• English: Friday, October 3 at 10:00 AM (Amsterdam time)
• Dutch: Monday, October 6 at 12:00 noon (Amsterdam time)

Both sessions will be recorded, but attending live gives you the chance to ask your own questions and interact. Plus, if you attend live, you’ll get a practical AI prompt so you can start building your SOAP right away.

Register 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.

The future of customer experience isn’t 10 years away, it’s happening right now. In this episode of CX Leadership Talks, your host Nienke Bloem CCXP sits down with Bart Verouden, CCXP, Senior Manager Innovation & Business Development at Accenture, Lean Black Belt, and lifelong learner.

Bart is part of the team behind Accenture Song’s Life Trends Report, a yearly study that combines global research, expert insights, and real human stories. Normally, Nienke is a little skeptical of “trend reports,” but when she first saw Bart present this one, she was blown away. It’s sharp, relevant, and deeply practical for CX leaders.

Together, we dive into the five Life Trends for 2025:

1. The cost of hesitation – how online mistrust is shaping customer behavior
2. The parent trap – why raising kids in a digital world is now a shared responsibility
3. The impatience economy – speed, trust, and the rise of bite-sized influence
4. The dignity of work – why employee experience directly defines customer experience
5. Social media rewilding – finding balance between digital convenience and real-life connection

What you’ll learn in this episode:

• Why these trends matter for CX leaders right now
• How to recognize them inside your own organization
• Practical examples of companies getting it right (and wrong)
• The simple but powerful role of empathy and trust in staying relevant

If you want to understand how customer expectations are shifting, and what you can do as a leader to prepare, this episode is for you.

Timestamped overview:

00:00 Future of CX & Employee Experience 06:04 Career journey in Customer Experience 07:43 Dutch CX professional collaboration 12:57 Online hesitation due to misinformation 17:04 Ecosystem collaboration for digital trust 17:41 Dutch lab cyber hack exposes data 23:27 Limited access for young users 24:08 Gaming ethics vs. Functionality 30:24 Importance of speed in service delivery 34:16 Restaurant choice and experience 35:44 Empowering employee autonomy 39:50 Blending digital and in-store experiences 42:50 Building a chatbot: A personal journey 44:25 DIY multilingual chatbot success 47:57 Global trends insights

Extra information: 

Connect with Bart on LinkedIn You can find the five life trends of Accenture Song here. Book recommendation: Beyond Employee Engagement by Kristina G. Vaneva

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.