This episode is in Dutch 🇳🇱

Hey there! Normally, this podcast is in English – but for this special episode, we’re switching to Dutch. Why? Because the conversation needed to be raw, real and relevant for the Dutch-speaking women in CX and customer service leadership roles. Of course I am helping you out, this is the link to a blog with the insights in English

In deze aflevering spreek ik met Elisa de Groot, expert op het gebied van vrouwelijk leiderschap en mede-oprichter van InTouch Female Leadership & Career Academy. Samen duiken we in een onderwerp dat zó belangrijk is: hoe speel je als vrouw het spel in organisaties slim? Zodat je meer invloed hebt, meer plezier ervaart én de erkenning krijgt die je verdient.

We hebben het over:

• de ongeschreven spelregels in organisaties
• hoe je je ambitie uitspreekt zonder arrogant over te komen
• wat je kunt doen als je collega wél promotie maakt en jij niet
• én waarom het tijd is voor jouw Tadaaa-schrift

En natuurlijk hoor je alles over de bijzondere masterclass Stratego voor Vrouwen, die we samen organiseren op 18 november. Dit is hét programma voor vrouwelijke CX- en serviceleiders die strategischer willen leren handelen – op een manier die bij ze past.

🎧 Dus: zet je koptelefoon op, laat je inspireren en ontdek hoe jij je eigen spel slimmer kunt gaan spelen.

Tijdlijnoverzicht:

[00:00:00] – Welkom & introductie [00:00:42] – Opmerking voor de Engelse luisteraar [00:03:06] – Start van het gesprek met Elisa [00:03:26] – Achtergrond van Elisa [00:05:15] – Betrokkenheid bij diversiteit & masterclasses [00:06:42] – Vrouwen in CX [00:07:41] – Frustraties en uitdagingen [00:10:35] – Het masculiene spel [00:11:30] – Het spel veranderen [00:13:15] – De behoefte aan authenticiteit [00:13:56] – Slimmer werken, niet harder [00:16:25] – Problemen in het vakgebied aanpakken [00:19:22] – Persoonlijke verhalen en inzichten [00:20:42] – Purpose-driven CX [00:27:56] – Leiderschapsmodellen in CX [00:29:27] – Masculiene en feminiene leiderschapsstijlen [00:31:19] – Vaardigheden en denkwijzen [00:35:02] – Empowerment en potentieel [00:35:45] – Persoonlijk succesverhaal (Elisa) [00:38:51] – Klassieke fouten en groei [00:40:02] – Imposter syndroom in CX [00:43:24] – Zelfacceptatie en authenticiteit [00:45:15] – Inclusieve blik [00:46:40] – Afsluiting

Bronnen & links:

Stratego voor CX Vrouwen

Linkedin Elisa de Groot

Boekentip: Jacinda Ardern, de Nieuwe Macht

Over Nienke:

Nienke Bloem wordt vaak de Customer Experience spreker in de blauwe jurk genoemd. Ze is een wereldwijde CX thought leader, opleider en keynote spreker die haar publiek inspireert met best practices en bewezen methode; Customer Experience is haar tweede natuur. Ze schreef twee boeken over het vak.

Haar tweedaagse Customer Experience Masterclass staat bekend als hét programma om je voor te bereiden op je CCXP-certificering. Ze is dé expert waar CX-leiders naartoe gaan als ze hun leiderschap willen versterken en concrete resultaten willen behalen met hun Customer Experience-transformatie. Sinds 2020 host ze het CX Leadership Masterminds-programma, waarin ze leiders helpt hun leiderschap te verrijken en een boeiend CX-verhaal neer te zetten, inclusief een sterke CX-strategie.

Met meer dan twintig jaar ervaring in het bedrijfsleven spreekt ze de taal van de organisatie. Haar keynotes en CX-opleidingen zijn inspirerend én praktisch toepasbaar. Ze is een van de weinige Recognized Training Partners van de CXPA en haar missie is helder: Customer Experience laten werken en helpen bij het behalen van concrete bedrijfsresultaten. Abonneer je op haar wekelijkse CX Greetz om up-to-date te blijven.

Vond je deze aflevering waardevol? Laat een korte review of beoordeling achter in je favoriete podcast-app en deel de aflevering met een CX-leider die zijn of haar invloed een flinke boost wil geven!

Ever felt your brilliant CX roadmap hit a brick wall of internal resistance? In this solo episode, your host Nienke Bloem reveals why influence inside your organization depends on two human signals - warmth and competence - and how you can dial up both to become the Lovable Star colleagues trust and senior leaders follow.

Inspired by a mountain-top holiday encounter with a servant-hearted hotel owner and a candid leadership lesson from HEMA CEO Saskia Egas Reparaz, Nienke distills the science into 9 practical tips (3 for warmth, 3 for competence, 3 for everyone).

In this episode you’ll learn:

• Why warmth beats raw skill as the first gateway to trust - and how the warmth/ competence matrix works (Fiske & Cuddy)

• The four leadership quadrants and the trap of being a “Competent Jerk”

• How a sommelier-turned-hotel-owner models visible, servant leadership - plus a real-world boardroom example from the CEO of HEMA

• 3 ways to ramp up warmth when you’re seen as distant

• 3 ways to boost competence when you’re liked but not taken seriously

• 3 universal moves every CX leader can start this week to spice up influence across silos

• A simple self-audit to locate yourself on the matrix and pick the right next habit

Time-stamped overview

[00:00:00] - [00:01:32] Introduction: Why warmth beats competence

[00:01:32] - [00:02:54] About the podcast & host

[00:02:54] - [00:05:11] The science of warmth and competence

[00:05:11] - [00:07:30] The warmth & competence model

[00:07:30] - [00:09:34] Four leadership quadrants

[00:09:34] - [00:11:47] Why the Matrix matters for CX leaders

[00:11:47] - [00:14:32] Real-world example: The Dolomite hotel

[00:14:32] - [00:15:56] Leadership reflection & practical application

[00:15:56] - [00:19:07] Tips to grow warmth

[00:19:07] - [00:24:43] Learning from warm leaders: Hema’s CEO

[00:24:43] - [00:28:23] Tips to grow competence

[00:28:23] - [00:29:50] Recap of action steps

[00:29:50] - [00:31:19] Three universal tips for all leaders

[00:31:19] - [00:32:48] Conclusion & invitation

[00:32:48] - End credits

Resources & links

• Warmth–Competence research: Fiske, Cuddy, & Glick (2007); Cuddy, Kohut & Neffinger (2013)

• Nienke wrote a blog about this topic with an interesting model, you can read it 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.

Enjoyed the episode?

Leave a quick rating or review in your favorite podcast app and share this episode with a fellow CX leader who’s ready to spice up their influence!

Welcome back to CX Leadership Talks! In a refreshing role reversal, today Nienke Bloem - your host - takes the guest seat, joining host Adam Dorrell for a conversation you don’t want to miss. Known for her infectious energy and practical approach to driving real change, Nienke opens up about what it really means to “spice up” customer experience - hint: it starts with leadership.

Together, Adam and Nienke cut through CX industry jargon and get real about the challenges of building a customer-centric culture, balancing strategy with fast, practical action, and learning to love tough customer feedback. Nienke shares colorful stories from her career journey - from small island beginnings in Texel to leading CX for telecom giant KPN - and introduces refreshing concepts like “truth makers” vs. “truth seekers” and the art of “friction hunting.”

This episode is packed with hands-on leadership tips, memorable metaphors (ever heard of CX cosplay or fire prevention in CX?), and candid discussions on building true authority and resilience as a CX leader. Whether you’re looking to energize your CX strategy or need inspiration to face tough boardroom conversations, this conversation delivers insights you can act on right away.

Tune in for Nienke’s spicy perspectives and practical advice, and learn how to bring more heart - and action - into your customer experience leadership.

Timestamped overview: 

00:00 Enhancing leadership for impact

05:04 Early risers' varied workday

09:19 Truth makers vs. truth seekers

12:34 Truth makers triumph over seekers

16:10 Slow processes in Customer Experience

17:56 Pilgrimage as strategic journey

23:30 Customer-Centric strategy execution

27:25 Urgent need for improved CX

29:13 Engage, don't convince, in CX

32:54 Prioritize understanding, avoid judgement

35:21 CX leadership strategies & stories

39:37 Costly advertising and low conversion rates

41:55 Mastering NPS for CX leaders

46:26 From conflict to connection

47:44 CX Program improvement suggestion

Extra information: 

Connect with Adam on LinkedIn.

Booktip: Winning on Purpose

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.