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.

Welcome to a fresh episode of CX Leadership Talks, hosted by Nienke Bloem - the international customer experience expert known for her practical wisdom and signature blue dress! In this special “back to basics” episode, Nienke dives deep into the essentials of making your customers come back for more. You’ll get an insider’s look at her new CX Boomerang model - a simple yet powerful framework designed to help you create experiences that are effective, easy, enjoyable, and truly memorable.

Blending

1. the famous CX model by Forester
2. timeless research from Daniel Kahneman and
3. the EPIC moments framework of Chip and Dan Heath,

Nienke shares actionable insights and memorable stories from business and everyday life alike. Whether you’re a seasoned CX leader or just starting your journey, you’ll discover practical strategies to build long-lasting loyalty and real business value by delivering unforgettable moments throughout your customer journey.

Tune in for inspiration, practical ideas you can use today, and a reminder that even the smallest memorable touch can boomerang back as loyalty, advocacy, and growth for your business. Get ready to be inspired to make CX work - for you, your team, and your customers!

Timestamped overview:

00:00 Creating memorable CX

04:28 Enhancing customer journeys moments

08:47 Refocusing on CX fundamentals

11:11 Creating effortless, enjoyable, memorable experiences

17:02 Memorable CX moments

18:47 IKEA's simple checkout experience

23:57 Applying the Boomerang model to journeys

26:19 Client loyalty in veterinary services

30:16 Dutch approach to customer loyalty

31:08 Enhancing client experience

36:08 Creating memorable business moments

39:38 Thoughtful gestures and kindness practices

44:32 Enhancing customer experience reflection

46:50 Creating memorable customer experiences

Extra information:

Video Daniel Kahneman – Experience vs Memory of Experience: https://www.youtube.com/watch?v=XgRlrBl-7Yg

One page summary of The Power of Moments EPIC model: https://www.scribd.com/document/472290032/heathbrothers-power-moments-1-page-summary-epic

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.

You’re probably expecting to hear Nienke’s familiar voice in this episode - but not today. Surprise! This episode was not recorded by Nienke. In fact… it wasn’t recorded by a human at all.

While Nienke was in Singapore, diving deep into all things Artificial Intelligence - from chatbots to content creation, from productivity boosters to playful creativity - something unexpected happened. AI got its hands on her book CX is a Pilgrimage… and decided to make a podcast about it.

Meet Notbook LM: the AI behind this unusual episode. It read the book, processed the CX philosophy, and crafted an audio experience all on its own.

No, it doesn’t sound like Nienke. Yes, it talks about her ideas. And yes - it might just blow your mind a little.

Curious to hear how AI interprets a CX journey? Hit play and enjoy this one-of-a-kind experiment.

Let the CX pilgrimage continue - in a totally new voice.

Timestamped overview

00:00 Fear of change: Can you?

04:04 Road map to potential

06:32 Choose your CX toolkit wisely

12:42 Fostering a culture of safety

13:58 Colleague's support transformed struggle

17:29 Prioritize self-care and joy 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 solo episode of CX Leadership Talks! Today, Nienke Bloem CCXP dives into a topic that can transform your CX leadership journey: mentorship.

With over 53 CX leaders mentored since 2020 through her Masterminds and individual mentoring programs, Nienke shares why having a mentor is not a luxury, but a real accelerator for your success as a CX leader, expert, or consultant.

In this episode, you’ll learn:

• Why mentoring isn’t about fixing you - it’s about expanding you
• What can go wrong when you don't have a mentor
• How a mentor gives you fresh perspectives, strategic direction, and real accountability
• The 10 powerful elements a CX mentor can bring to your leadership journey
• The difference between internal and external mentors and why Nienke loves working with external mentors
• Common misconceptions about mentoring (and why it’s not just for struggling leaders)
• How mentoring can help you dream bigger, grow faster, and lead stronger

Are you ready to grow your CX leadership impact? If you're curious about what mentoring with Nienke might look like, feel free to send us an email at nienke@nienkebloem.nl and we'll be happy to tell you all about it.

Time stamped overview:

00:00 Mentorship for CX leaders

06:20 Power of mentorship

09:52 Guiding mentees in CX strategy

10:57 Accountability and overcoming procrastination

15:37 Value of real-life mentorship

17:15 Role models inspire bigger dreams

21:51 Seek mentorship for leadership growth

23:46 Share your episode review

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 eye-opening episode, Nienke Bloem talks with organizational consultant and founder of Met Klanten, Sarah van der Wiel, about how systems thinking can transform the way we approach customer experience.

Sarah shares her unique blend of expertise - from CX and behavioral design to organizational anthropology and systemic work - and introduces us to her newest method: Customer Constellations.

Together, they explore:

• Why customers are not outside the system, but part of it
• How to recognize deeper, systemic root causes behind recurring customer pain points
• What language, power dynamics, and organizational history have to do with CX
• Why slowing down might be the smartest move CX leaders can make
• How to create lasting change that actually sticks

If you've ever felt like you're fixing the same issues over and over again, this episode is a must-listen.

Time stamped overview:

00:00 Emotional connection with banks

05:53 Trends in cultural and behavioral design

09:27 Customers shape the ecosystem

12:59 Reflecting on a 11-year-old event

15:34 Breaking Customer System Silos

17:36 Cultivating curiosity through feedback

23:04 Humanizing Customer Experience transformation

26:29 CX leadership & narrative change

30:11 Dutch childcare benefits scandal

31:22 Fall in love with problems

35:09 Systemic leadership literature challenges

37:25 Launch of Customer constellations

Resources mentioned: 🔗 You can connect with Sarah here 🌐 Learn more here

Dutch: Barbara Hoogendoorn books

English: Els van Steijn – The fountain

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 episode 50 of the CX Leadership Talks podcast, Nienke Bloem celebrates this milestone moment by taking you on a personal and powerful journey through her CX education experiences.

She shares the lowlight that started it all - a disappointing CX course in London - and how that frustration became the spark to build her own CX training programs. From there, she reflects on seven key learning experiences that shaped her leadership, including:

✨ A behind-the-scenes tour at Zappos and their legendary employee culture ✨ Learning CX magic at the Disney Institute (yes, there were Minnie ears!) ✨ Earning two diplomas from Harvard Business School Online ✨ The value of being part of an international mastermind that fuels strategy and accountability

This episode is a celebration of growth, resilience, and the power of investing in yourself. If you're a CX leader or aspiring to become one, you’ll walk away with fresh insights and a renewed belief in lifelong learning.

🎧 Hit play and discover what these experiences taught Nienke and what they can teach you too.

Timestamped overview

04:08 Disappointing CX training experience

08:19 Thin slicing concept explained

12:16 Commitment in blended learning

16:36 Networking and mastermind importance

18:06 Mastermind connections for CX leaders

21:01 Design thinking and growth

Resources mentioned:

Download the free e-zine with my 27 Zappos learnings here.

For more info about the CX Leadership Masterminds program, visit Nienke's website 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.