by Nienke Bloem CCXP
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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5/16/2023
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April 21, 2025
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.
April 7, 2025
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.
March 24, 2025
In this episode, Nienke Bloem shares how CX leaders can make their customer experience story unforgettable using the SUCCES formula from Made to Stick, so their message doesn’t just get heard. But remembered, repeated, and acted upon.
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