CX Leadership Talks

Nienke Bloem CCXP
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This is THE podcast for you as a Customer Experience Leader. To learn where to spice up your CX leadership. Listen to CX colleague’s, thoughtleaders and of course your host Nienke Bloem. She has educated and spoken with CX Leaders all around the globe, is a Recognized Training provider with the CXPA and knows how to make CX work! Honest, fun and always with a practical twist to help you become an even better CX leader.

  1. vor 1 Tag

    #85 Your calendar Is one of your most important CX Leadership tools

    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.

  2. 24. Aug.

    #84 The power of dreaming out LOUD

    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.

  3. 10. Aug.

    #83 Design Love In: Have we taken Love out of business?

    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.

  4. 13. Juli

    #82 Would they miss you? The CX budget cut test

    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.

  5. 29. Juni

    #81 Why some CX Leaders create impact and others don't – ANI deepdive

    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.

  6. 15. Juni

    #80 ANI - The future of CX Leadership

    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.

  7. 1. Juni

    #79 Executives don’t buy CX activities. They buy confidence.

    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.

  8. 18. Mai

    #78 The Maxima moment: How one meeting multiplied my visibility

    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 😊

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This is THE podcast for you as a Customer Experience Leader. To learn where to spice up your CX leadership. Listen to CX colleague’s, thoughtleaders and of course your host Nienke Bloem. She has educated and spoken with CX Leaders all around the globe, is a Recognized Training provider with the CXPA and knows how to make CX work! Honest, fun and always with a practical twist to help you become an even better CX leader.

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    Nienke Bloem CCXP
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    2023 - 2026
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