CX Leadership Talks Nienke Bloem CCXP

Welcome to the latest episode of CX Leadership Talks! The podcast where CX leaders come to level up their leadership game.
Join host Nienke Bloem as she sits down with guest Babs Asselbergs to discuss the power of gamification in customer experience. Discover how they designed an engaging board game together that's taken the CX world by storm, and find out how it's breaking down silos and enhancing teamwork for organizations worldwide.
Tune in to uncover the impact and adaptation of The Customer Experience Game in the ever-changing business landscape, and gain insights into the future of CX leadership.
In this episode
In this episode, Babs shares her expertise on designing an engaging board game to immerse workshop participants in the world of customer centricity. Learn how this game, tailored to specific organizational needs, effectively fosters teamwork, deepens understanding of customer experiences, and encourages innovative problem-solving.
Discover how organizations from various industries have embraced this serious game, with Babs and Nienke shedding light on its successful implementation and evolution, including the transition to an online version amidst the challenges brought by COVID-19.
Join us as we explore the dynamic realm of gamification in CX leadership and uncover how it can break down silos, enhance collaboration, and drive tangible impact on customer experience.
An episode with practical wisdom, actionable insights, and inspiring stories that will energize your approach to CX leadership. Don't miss this insightful and inspiring episode with Nienke Bloem and Babs Asselbergs!
About Babs Asselberg (visit her LinkedIn profile here)
Babs Asselbergs is a creative changemaker, workshop facilitator, and CX activator. Additionally, she is the co-creator and facilitator of The Customer Experience Game, which she developed in collaboration with Nienke Bloem. This game delivers fun, connection, and insights. The CX Game is always tailored and is suitable as a kickoff for your culture or CX program or CX strategy. Babs adapts to the circumstances within an organization and always looks at how things can be done with boundless creativity. In an active, refreshing, and creative manner, she brings customer experience to life and activates employees to do it themselves and together with colleagues, making it even better for the customer and more enjoyable for themselves.
Timestamped overview
00:00 Creativity opens new perspectives, improves business thinking.
04:57 Long story cut short: Art has always been my passion.
08:05 Keynote in Australia, wanted everyone engaged.
13:06 Values, consistency, ambassadorship, leadership, celebration, cooperation, activation.
16:20 Customized leadership and team training for all.
18:39 Customizable games for company and team events.
20:44 Trainer focuses on exciting, tailored workshops for CX.
23:50 Cross-functional teamwork breaks down silos for CX.
27:16 Adapting to COVID, creating and testing online game.
30:20 Offer open game sessions. Highlight: played around the world.
34:03 Utilizing varied assignments to engage and instruct.
37:42 Somewhat lax approach to workshop design discussed.
42:08 Podcast will be biweekly, thanks for listening.
The Customer Experience Game: https://www.thecustomerexperiencegame.nl/en/
Babs’s recommendations
Book 'Gamestorming'  https://gamestorming.com/
Video ‘Blind man: It’s a beautiful day and I can’t see It’:  https://www.youtube.com/watch?v=w6gEMGuPzxg
‘Creativiteit komt niet uit een boekje’ (Dutch book): https://www.managementboek.nl/boek/9789083385877/creativiteit-komt-niet-uit-een-boekje-esther-van-der-storm
 

Welcome to the latest episode of CX Leadership Talks! Join your hosts Nienke Bloem and Vuk Vukanovic as they dive into the essential aspects of the International CX Awards, providing valuable insights that will encourage you to be part of this enriching experience.
In this episode
Nienke and Vuk discuss the meticulous judging process, the significance of tangible evidence and financial impact in CX initiatives. They talk about the benefits for participants, including networking opportunities, feedback, and the fun-filled atmosphere of the event. They also elaborate on the different categories available and the process of submission, giving you a comprehensive understanding of what it takes to stand out in the competition.
They also share compelling success stories from previous awards, showcasing the transformative impact the awards can have on businesses and individuals alike.
This year's awards ceremony promises to be an unforgettable experience, with networking events and insightful discussions lined up to enhance the value of participation. Be prepared for compelling conversations, valuable lessons, and the opportunity to connect with CX enthusiasts from around the globe. You’ll find more information about the International CX Awards here.
Tune in to gain insights into the evolving landscape for the awards ceremony!
About Vuk Vukanovic (visit his LinkedIn profile here)
Vuk Vukanovic is a highly driven regional manager working in the business awards industry mainly focused on rewarding best customer and employee experience initiatives. Vuk has sales experience in working with B2B and B2C clients, spanning from financial services, telecoms, and retail to IT and government institutions. Aside from the sales role, he is also involved in developing and exploring new markets with the aim of organizing the awards in 50 different countries by 2030.
Timestamped overview
00:00 Vuk, sales manager at Awards International, discusses business awards.
05:21 Expansion of international and national CX award events.
08:44 Global event showcasing diverse customer experiences.
10:23 Transitioned from in-person to online events successfully.
15:40 Travel, work, connect, celebrate, memorable, award.
19:44 Explaining and promoting the process transparency.
23:23 Experience as judge exposes behind-the-scenes CX work.
24:06 Reviewing presentations, scoring, and gaining practical insight.
29:13 IT team created scoring software, Words Manager.
31:04 Be specific, concise, and interesting for judges.
35:09 Carefully select and categorize award recipients.
40:50 Pre-event networking, conference, and gala ceremony.
44:20 Passion for work, caring customer service experience.
48:02 Encouraging others to join and learn together.
48:47 Anticipating your presence at that time.
Vuk’s recommendations
Book 'Customer What?' https://ijgolding.com/ians-book/
CX Leader Podcast https://cxleaderpodcast.com/
Built to win Podcast https://builttowinpodcast.com/

Welcome to CX Leadership Talks, where we dive deep into the world of customer experience management and leadership. In this episode, our host Nienke Bloem reflects on a crucial aspect of decision-making – the interplay between conscious and unconscious thinking.
Because do you also sometimes live on the automatic pilot? And in our CX leadership roles, we can miss out. So… Drawing insights from Daniel Kahneman's work on System 1 and System 2 thinking, Nienke shares real-life examples and practical tips for CX leaders to cultivate a more conscious approach to decision-making.
Nienke highlights three compelling examples from her mentor calls, showcasing how conscious decision-making can lead to more strategic project selection, adept stakeholder engagement, and compelling storytelling within organizations. With practical advice and actionable takeaways, she encourages CX leaders to make conscious decisions, engage in System 2 thinking, and refine their approach to communication and project management.
Join us as we explore the value of making more deliberate choices, the impact of conscious decision-making on leadership, and how it can lead to greater success and recognition in the CX field.
Whether you're a seasoned CX leader or aspiring to take on a leadership role, this episode offers thought-provoking perspectives to elevate your decision-making and leadership abilities. Tune in for a dose of inspiration and actionable insights to enhance your CX leadership journey.
Timestamped overview
00:00 Encouraging conscious decision-making and leadership impact.
05:14 Slow, effortful, logical; essential for complex problem-solving.
08:33 Consider conscious decision-making and project alignment.
12:42 Use multiple models to strengthen your methodology.
15:54 CX leaders need conscious communication for success.
17:01 Conscious actions lead to better results, recognition.
Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert 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/

Welcome back to the CX Leadership Talk podcast. In this episode, your host Nienke Bloem digs deep into the topic of ‘Closing the Loop’ in customer experience management. Drawing from her recent experiences, Nienke shares 9 insightful suggestions to boost your closing the loop program, from co-creation sessions and individual feedback research to risk management and reporting on customer feedback improvements.
Through engaging and practical tips, Nienke emphasizes the importance of investing in the outer and inner loops to enhance customer experiences. This episode provides a comprehensive exploration of the challenges, strategies, and practical actions related to the closing the loop process in customer experience management. Here are 3 key takeaways from this episode:
Co-create for impact: Organizing a world cafe setting to engage all stakeholders in improving the closing the loop process can lead to insightful discussions and impactful solutions.
Growth hacking approach: Implementing ‘Friction Fridays’ where teams come together to solve specific issues can lead to continuous improvements and boost team morale.
Customer-centric reporting: Reporting on the progress of closing the loop, including NPS and customer feedback improvements, can provide a transparent view of the organization's commitment to acting on customer feedback.
Tune in to gather wisdom from Nienke's solo episode and discover how to improve and finetune your initiatives for closing the loop to new heights.
 
Timestamped overview
00:00 CX Leadership podcast: "Closing the Loop Program"
05:53 Improving customer experiences, energizing with practicality.
06:33 Host World Cafe event for deeper process review.
10:10 Clarifying ownership and strategy in customer feedback.
15:28 Identify and address risks with strategic solutions.
17:21 Address big issues every other Friday strategically.
20:49 Send biannual surveys, track improvements, and communicate.
22:45 "9 tips for enhancing customer experience management."
The outline above offers a comprehensive overview of this episode's content.
 
Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert 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 the podcast Nienke mentions the World Cafe setting, more on that here

Welcome to CX Leadership Talks, where we dive deep into the world of customer experience and leadership. In today's episode, we have a special guest, Martijn van den Berg, who will be sharing his insights into creating meaningful experiences for customers in the financial industry. Martijn leads a CX team at PGB, a leading pension fund in the Netherlands, and has a wealth of experience in integrating customer experience into business strategies.
In this episode
Join us as Martijn discusses the transformation of PGB into a customer-centric organization, his journey in the field of business communication, and the importance of internal cultural changes in driving customer-centricity.
Get ready for an engaging and insightful conversation with Martijn van den Berg and host Nienke Bloem as we explore the strategies and principles behind building a customer-centric culture in the financial sector.
About Martijn van den Berg (visit his LinkedIn profile here)
As Lead Customer Experience Management, Martijn is responsible for structurally organizing Pension fund PGB's own and consistent brand and customer experience. The aim is that the fund can distinguish itself in terms of customer focus and knows how to “touch” its customers. Together with the CX team, Martijn has developed the pension fund’s own CX framework, which consists of 4 pillars: Strategy & Identity, Market and Customer Insight, Customer Service and Culture & Organization.
Martijn van den Berg has a passion for customer satisfaction and efficiency. As a Lead Customer Experience Management, he was inspired by the video ‘Give ‘em the pickle’ by Bob Farrell, about a restaurant manager who started his second restaurant. In the video, a customer complained about being charged an extra 75¢ for a pickle, which had always been free. This resonated with Martijn, reminding him of the importance of maintaining consistent and fair pricing for the customers. This experience helped shape his approach to managing PGB’s customer experience, prioritizing clear communication and fair pricing for his customers.
Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.
Timestamped overview
00:00 Making pension products more attractive for customers.
03:38 Exciting meeting to discuss pension strategy.
08:20 Building a successful customer experience team.
12:39 Feedback, communication training, strategy implementation, and organization types.
14:09 Understanding strengths, building results, and enthusiastic work.
17:27 Pension funds must regain trust through CX.
22:54 Improved onboarding process led to better ratings.
24:11 Pension funds-critical for B2B companies' growth.
30:05 Measurement changed, aiming for 3 stars. Signal management.
32:16 Seek external perspectives to improve and progress.
36:44 Woman left supermarket with almost empty bag.
41:16 Facebook's strategy emphasizes cultural elements and consistency.
42:03 Building engagement through smart, consistent work progress.
45:23 3E model, great approach, advice for listeners.
Martijn’s recommendations
Give ‘em the pickle by Bob Farrell
A diamond in the rough: Over a 100 specific tips to build a strong customer culture by Steven Van Belleghem

”Two CX industry experts, Nienke Bloem and Jo van Riemsdijk, discuss the evolving landscape of customer experience leadership, the challenges of leading CX initiatives, and the changing demands for CX talent in the market.”