Best CCXP Podcasts (2025)

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#60 Staying relevant in CX: Life Trends 2025 by Bart Verouden CCXP 50:00

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16d ago50:00

50:00

The future of customer experience isn’t 10 years away, it’s happening right now. In this episode of CX Leadership Talks, your host Nienke Bloem CCXP sits down with Bart Verouden, CCXP, Senior Manager Innovation & Business Development at Accenture, Lean Black Belt, and lifelong learner. Bart is part of the team behind Accenture Song’s Life Trends Re…

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Start Where You Are 14:07

21h ago14:07

14:07

Where do you start with customer experience strategy? As a CX leader, you’ve probably faced the overwhelming question: Where do I start? In this episode, Jeannie Walters explores this challenge and shares how to find clarity when building a customer experience strategy. Drawing from real conversations with CX leaders, Jeannie introduces the CXI Nav…

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Thin Slicing: How small moments reveal BIG truths in CX and leadership 32:13

2d ago32:13

32:13

In this episode of CX Leadership Talks, Nienke Bloem CCXP MBA explores the fascinating concept of thin slicing, the psychological phenomenon that shows how just a few seconds of behavior can reveal the bigger truth. From leaders canceling contact center visits to technicians arriving late, from the reviews customers leave online to the culture that…

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Leading and Lagging Indicators in CX 14:05

8d ago14:05

14:05

Navigating today’s uncertain business landscape means balancing what’s behind us with what’s ahead. In this episode, we explore how CX leaders can use leading indicators to predict satisfaction while relying on lagging metrics to evaluate performance. Rather than collecting more data, it’s about collecting the right data—spotting early signals in e…

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CX Pulse Check - September 2025 31:26

15d ago31:26

31:26

What does luxury really mean in today's experience economy? The answer might surprise you. Joining us on this eye-opening CX Pulse Check episode is luxury experience expert Neen James, who shares groundbreaking research revealing that luxury isn't about price tags—it's a mindset with four distinct profiles. Yet regardless of which luxury mindset we…

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Are you planning or PLANNING? 9:11

23d ago9:11

9:11

Are you planning with a small p or a capital P? This question frames a critical insight for customer experience professionals: the difference between creating lists of activities versus developing strategic initiatives that drive meaningful business outcomes. Many CX leaders fall into the trap of confusing tactics with impact. They focus on impleme…

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Make it Easy to Do Business 12:53

30d ago12:53

12:53

What does it really mean to make business easier for your customers? In this engaging exploration of practical customer experience strategies for small business owners, Jeannie Walters responds to Joe, a construction company owner wondering how to create smoother customer interactions. The journey begins with communication fundamentals—clear, proac…

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#59 Why every CX Leader needs a CX Strategy on a page 34:48

1M ago34:48

34:48

Too many CX strategies are either far too complex… or don’t exist at all. That’s why in this episode, your host Nienke Bloem, CX educator and speaker, takes you on a journey into one of the most powerful tools you can have as a CX leader: your Strategy on a Page (SOAP). Your Strategy on a Page is the bridge between vision and execution. Without it,…

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Challenges of Gaining CX Buy-In 16:01

1M ago16:01

16:01

Why do customer experience professionals still struggle to get buy-in from leadership—even in small organizations where alignment should be easier? This question from a listener in the UK captures a universal frustration faced by CX champions worldwide. The challenge isn't about company size or industry. Whether in healthcare, education, or corpora…

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Keeping the Customer Visible 12:43

1M ago12:43

12:43

The delicate balance between business efficiency and customer needs sits at the heart of successful process improvement. When organizations focus solely on internal metrics like cost savings and scalability without considering the customer perspective, they risk creating short-term wins that ultimately damage loyalty and undermine long-term success…

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CX Pulse Check - August 2025 31:06

2M ago31:06

31:06

What's happening in CX today? In this episode, we'll explore the gap between CX ambition and execution. Camille Kremer, Senior Director of Customer Experience at Holiday Inn Club Vacations, joins Jeannie Walters for this CX Pulse Check to share how her team built a comprehensive CX program over five years—drawing on the powerful metaphor of bamboo …

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No One Cares About Your CX Metrics—Let's Fix That 10:17

2M ago10:17

10:17

Customer experience pros often face a common challenge: robust metrics like NPS or CSAT fall flat outside the CX team. Why? Because other departments don't see how those numbers connect to their goals. This episode explores how to bridge that gap by translating CX data into the language of IT, Operations, and Finance. It's not about dumbing down th…

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Customer-centric? Or just talk? 13:32

2M ago13:32

13:32

What does it really mean to be customer-centric? Too many companies claim the title without living it. In this episode, we explore how to tell the difference between lip service and genuine customer focus. You’ll learn the key signs of authentic customer centricity—like feedback that drives real change, empowered employees who can fix problems, and…

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#58 CX Micro-Missions: Scale is overrated. Start small. Start now. 15:25

2M ago15:25

15:25

In this final episode before summer, Nienke shares her Power of ONE, a refreshing take on CX leadership that skips the frameworks and dives into behavior, trust, and real connection. You’ll get: 3 CX micro-missions 9 practical actions (yes, totally doable!) A summer challenge: pick one each week and go for it Backed by insights from Harvard Busines…

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Surprise, Delight, or Just Get It Right? 11:03

2M ago11:03

11:03

Is “surprise and delight” really the secret to customer loyalty, or is reliability your real superpower? In this episode, we challenge one of CX’s biggest myths: that delight always wins. Many brands, especially in B2B, utilities, or financial services, build trust not through flashy moments but through consistent, dependable service. We explore ho…

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#57 Zichtbaar, slim en strategisch – zonder jezelf te verliezen 49:38

2M ago49:38

49:38

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…

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CX Pulse Check - July 2025 26:41

3M ago26:41

26:41

When half a billion customers interact with your service each year, you gain rare insight into what truly drives—or destroys—customer loyalty. In this CX Pulse Check, Jeannie welcomes Marcus Story, Corporate Director of Customer Experience and Social Customer Care at Delaware North, for a candid conversation about the state of travel and hospitalit…

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#56 Becoming the Lovable Star: The warmth & competence advantage in CX Leadership 33:31

3M ago33:31

33:31

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…

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Getting Other Leaders On Board with CX 13:14

3M ago13:14

13:14

Why do so many customer experience initiatives fail to gain traction? Often, the challenge isn't the strategy itself, but how we build bridges with skeptical leaders. CX leadership requires empathy, strategy, and communication. Stepping into a CX role means asking colleagues to embrace change, which can feel like added pressure. The most successful…

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CX Mistakes We Learn From 18:32

3M ago18:32

18:32

Customer experience failures often illuminate the path to real transformation. In this episode, we explore how common CX missteps—from disconnected tools and siloed teams to unused customer data—can undermine trust and stall growth. The pandemic exposed just how fragile customer loyalty can be. Brands like Peloton had to pivot quickly as expectatio…

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#55 Talking B2B CX with Adam Dorrell from CustomerGauge 41:54

3M ago41:54

41:54

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 - …

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Stay Ahead of Customer Expectations 13:51

4M ago13:51

13:51

Are you keeping pace with what your customers really expect? Customer behaviors—where they abandon journeys, which tools they use, and how they move between channels—reveal critical, unspoken expectations. Your competition isn’t just your industry; it’s every standout experience your customers have elsewhere. AI holds powerful potential—but not as …

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CX Pulse Check - June 2025 31:15

4M ago31:15

31:15

What happens when we recognize employees as multi-dimensional humans instead of just job titles? The results can transform both customer and employee experience in powerful ways. In this CX Pulse Check, John Garrett, author of What's Your And?, shares how companies that invest in employee experience see powerful returns—like 28% revenue growth and …

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#54 The CX Boomerang: How to make customers come back for more 49:27

4M ago49:27

49:27

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 Boom…

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Marketing to CX Skills 11:50

4M ago11:50

11:50

There's a world of opportunity waiting for marketing professionals looking to pivot into customer experience. In this episode, we tackle a timely question from a recent graduate wondering how to leverage his marketing background to break into CX. Marketing and customer experience share significant DNA - both focus on understanding customers, buildi…

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3 Wins for Employee Experience 12:55

4M ago12:55

12:55

What truly creates an exceptional employee experience? The answer goes far beyond competitive compensation and trendy office perks. Employee and customer experiences are inextricably linked - you simply cannot separate these two crucial elements of business success. When employees feel valued, aligned with purpose, and empowered to make decisions, …

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#53 AI stole my book (and turned it into a podcast) 22:42

4M ago22:42

22:42

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 cre…

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CX in the Public Sector 16:12

4M ago16:12

16:12

What happens when customer experience principles meet public service? Jeannie Walters answers a thoughtful question and explores how government agencies and public institutions can create exceptional citizen experiences despite not being driven by traditional profit motives. The conversation begins with reimagining success metrics beyond customer a…

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CX Pulse Check - May 2025 33:17

5M ago33:17

33:17

Artificial intelligence is revolutionizing customer experience—but are businesses applying it with care? In this compelling episode, CX expert Jeannie Walters sits down with Ovetta Sampson, an AI design leader with a decade of experience at IDEO and Google, to explore how companies can harness AI without compromising trust. Ovetta challenges common…

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#52 Why every CX leader needs a mentor (Yes, even YOU!) 27:02

5M ago27:02

27:02

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…

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Reflecting the CX Mission in the Employee Experience 11:19

5M ago11:19

11:19

Customer experience initiatives aren't delivering the results you expected? The answer might lie in a critical but often overlooked disconnect: the gap between your customer experience mission and your employee experience reality. In this thought-provoking episode, Jeannie Walters tackles a question about aligning a company's CX mission statement w…

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Keeping Up with Customer Expectations 12:15

5M ago12:15

12:15

Trust is key to managing customer expectations in today’s fast-changing world. While perfection isn’t possible, transparency is—and customers deeply value honesty. When transparency is your default, disappointments become opportunities for connection. Take the supplement company that added flavoring to an unflavored product: instead of ignoring fee…

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# 51 Seeing the whole: Rethinking CX through systems thinking with Sarah van der Wiel 41:42

5M ago41:42

41:42

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 …

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The Art of CX Leadership 11:41

5M ago11:41

11:41

Customer experience leadership is not just about gathering insights—it's about securing genuine organizational buy-in. In this special episode of the Experience Action podcast, our host Jeannie Walters sits down with Sasha Fard, Country Lead for Customer Experience Management at Capital One Canada, to reveal the often-overlooked secret to successfu…

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CX Pulse Check - April 2025 30:17

6M ago30:17

30:17

It's time for another CX Pulse Check to discuss current events and innovations in CX. In this illuminating conversation with Enrique Rubio, Founder at Hacking HR and Head of Global Community at Transform, and our host Jeannie Walters, we uncover how innovative organizations are finally bridging this gap through strategic use of data and technology.…

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#50: What Harvard professors, Zappos, Minnie Mouse & a terrible course taught me (that you can use to grow as a CX leader) 23:45

6M ago23:45

23:45

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. Fr…

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Turning Employee Insights into Customer Experience Breakthroughs 18:32

6M ago18:32

18:32

What happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences. Meet Heather Brace, Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Mi…

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Event Planning and CX 18:54

6M ago18:54

18:54

The magic of attending a truly exceptional event stays with us long after we've returned home. What makes some events so memorable while others fade quickly from memory? In this episode, we tackle a listener question about customer experience best practices for event planners seeking to create standout experiences. Drawing from her extensive experi…

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#49 Stop being the Best-Kept secret in your company - Make your CX Story stick 23:42

6M ago23:42

23:42

Title: #49 Stop being the Best-Kept secret in your company - Make your CX Story stick Welcome back, my CX friends! In this episode of CX Leadership Talks, I'm diving into the art of crafting unforgettable customer experience stories that truly stick and leave a lasting impact. Drawing inspiration from one of my favorite books, "Made to Stick" by Da…

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Build Your CX Scorecard 18:37

6M ago18:37

18:37

Customer support leaders are often trapped in a cycle of "number narration" - reporting metrics without connecting them to organizational value. In this insightful episode addressing a listener's question about reporting as a new support leader, Jeannie dives into how to transform your customer support metrics into meaningful business impact storie…

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#48 Stop reinventing the wheel: Why you only need ONE CX Story 30:08

6M ago30:08

30:08

Are you constantly tweaking your CX message for different audiences? Do leaders, employees and stakeholders hear different versions of what CX means in your organization? If so, you might be diluting your impact instead of strengthening it. In this episode of CX Leadership Talks, your host Nienke Bloem CCXP shares why the best CX leaders don’t chan…

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CX Pulse Check - March 2025 29:09

7M ago29:09

29:09

Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that are reshaping how we think about caring for patients. In this episode, they discuss: A patient satisfacti…

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#47 How to get your organization to feel the urgency of CX 20:32

7M ago20:32

20:32

In this week's episode of CX Leadership Talks, host Nienke Bloem dives into a critical challenge for CX leaders: how to create a true sense of urgency around customer experience (CX). Without urgency, even the best CX strategies can stall. Through her journey with KPN and her work with clients, Nienke shares how organizations - commercial or govern…

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What Do Customers Want? 14:45

7M ago14:45

14:45

Ready to take your customer experience to the next level? In this episode, we dive deep into the essentials of establishing a proactive feedback strategy that not only gathers insights from customers but also transforms those insights into meaningful actions. Jeannie Walters shares her expertise on the significance of understanding customer sentime…

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#46 Communicate CX concepts with impact, using the CLEAR method 30:45

7M ago30:45

30:45

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders that want to spice up their leadership. In this week’s special edition, your host, Nienke Bloem CCXP, introduces her innovative CLEAR method designed to help CX leaders make complex customer experience concepts clear. Nienke tackles one of the biggest frustrations in the in…

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Get the CX Executive Role 13:38

7M ago13:38

13:38

Ready to elevate your customer experience game as a leader? In this engaging episode, we explore the pivotal questions every aspiring CX professional should ask during executive interviews. Jeannie shares practical advice on evaluating success metrics beyond traditional feedback loops, and the importance of resource allocation to drive effective st…

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#45 Levi9: Gamechangers in tech, driven by Customer Focus 47:46

7M ago47:46

47:46

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders that want to spice up their leadership. In this latest episode, your host Nienke Bloem CCXP sits down with Pauline Bruyel, Customer Experience Manager at Levi9. They delve into the unique world of IT services and discuss how Levi9 stands out by maintaining a relentless focu…

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Storytelling to Connect with Customers 15:30

7M ago15:30

15:30

Unlock the potential of storytelling to revolutionize your brand's customer experience. Imagine creating not just a transaction but a true emotional bond with your audience. Join us as we dissect how storytelling transcends raw data and features, transforming them into authentic, relatable narratives. You'll discover how campaigns like Dove's Real …

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CX Pulse Check - February 2025 31:40

8M ago31:40

31:40

It's time for another CX Pulse Check. We're thrilled to have Dr. Amy Climer, a leading expert in creativity and innovation, sharing her insights. Together, we explore tech advancements that are transforming customer experiences and creating new challenges. We look at how we can navigate the fine line between innovation and distraction as technology…

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#44 The Dunning–Kruger effect: The blind spot holding your CX strategy back 22:09

8M ago22:09

22:09

Welcome back to CX Leadership Talks! The podcast for CX leaders eager to elevate their leadership game. In this engaging episode, your host Nienke Bloem dives into the complex yet fascinating world of the Dunning Kruger effect and its impact on customer experience leadership. Discover how overconfident leaders may unknowingly harm CX efforts and le…