Best Nienke Bloem CCXP Podcasts (2025)

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#67 Reflection guide for CX leaders: Lessons, wins, and growth from 2025 52:08

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11h ago52:08

52:08

Welcome to a brand new episode of the CX Leadership Talks podcast, hosted by Nienke Bloem! In this very special "Reflection edition for 2025”, Nienke Bloem invites you to slow down, look back, and take stock of your year as a CX leader. She guides you through a thoughtful self-audit, encouraging you to pause, journal, and dig deep into five essenti…

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#66 The future of relationships: Redesigning Customer Experience for lasting impact 48:33

10d ago48:33

48:33

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders who want to spice up their leadership. In this episode, your host Nienke Bloem CCXP connects with Cairo Marsh, founder of Relativ, an experience agency based in Tokyo. Together, they explore why branding alone isn’t enough in today’s world and introduce the powerful concept…

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#65 Are leaders really as Customer Centric as they think? 25:33

1M ago25:33

25:33

Welcome to a new episode of CX Leadership Talks! In this episode, Nienke Bloem CCXP takes you to the International CX Awards in London, where she hosted an evening with more than 450 CX professionals from over 50 countries. Across all those conversations, one theme stood out: the real challenge in CX is leadership engagement. Not tools. Not dashboa…

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#64 Lead your leaders: From judging to joining in CX 27:01

1M ago27:01

27:01

Welcome to a brand new episode of CX Leadership Talks! In this episode, Nienke Bloem CCXP shares a personal story from her time at KPN that completely changed how she looked at leadership. A Valentine’s Day blog, a bold email to the CEO, and one big aha moment led her to realise that real CX leadership starts when we stop judging and start joining.…

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#63 What if CX leadership was more about heart than KPIs? Five fun CX lessons from Ted Lasso 25:21

2M ago25:21

25:21

Welcome to a brand new episode of CX Leadership Talks! What if CX leadership was more about heart than KPIs? In this fresh, feel-good episode, your host Nienke Bloem CCXP explores what happens when we swap frameworks and dashboards for belief, curiosity and connection, inspired by none other than Ted Lasso. From her sunny spot in the south of Franc…

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#62 The FIVE safe zones every cx leader should break out of 22:24

2M ago22:24

22:24

Welcome to a brand new episode of CX Leadership Talks! Too many CX leaders are hired to create change… yet end up playing it safe. Organizations reward dashboards, quick wins, and staying in the background. But as your host: Nienke Bloem reminds her listeners, CX is not about management, it is about leadership. In this episode of CX Leadership Talk…

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

3M 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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#60 Staying relevant in CX: Life Trends 2025 by Bart Verouden CCXP 50:00

3M 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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#59 Why every CX Leader needs a CX Strategy on a page 34:48

4M 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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#58 CX Micro-Missions: Scale is overrated. Start small. Start now. 15:25

5M 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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#57 Zichtbaar, slim en strategisch – zonder jezelf te verliezen 49:38

5M 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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#56 Becoming the Lovable Star: The warmth & competence advantage in CX Leadership 33:31

6M 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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#55 Talking B2B CX with Adam Dorrell from CustomerGauge 41:54

6M 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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#54 The CX Boomerang: How to make customers come back for more 49:27

7M 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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#53 AI stole my book (and turned it into a podcast) 22:42

7M 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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#52 Why every CX leader needs a mentor (Yes, even YOU!) 27:02

8M 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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# 51 Seeing the whole: Rethinking CX through systems thinking with Sarah van der Wiel 41:42

8M 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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#50: What Harvard professors, Zappos, Minnie Mouse & a terrible course taught me (that you can use to grow as a CX leader) 23:45

9M 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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#49 Stop being the Best-Kept secret in your company - Make your CX Story stick 23:42

9M 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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#48 Stop reinventing the wheel: Why you only need ONE CX Story 30:08

9M 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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#47 How to get your organization to feel the urgency of CX 20:32

10M 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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#46 Communicate CX concepts with impact, using the CLEAR method 30:45

10M 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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#45 Levi9: Gamechangers in tech, driven by Customer Focus 47:46

10M 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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#44 The Dunning–Kruger effect: The blind spot holding your CX strategy back 22:09

11M 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…

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#43 The CX playbook for governments: Lessons from Robert Vels 39:27

11M ago39:27

39:27

Join me for an inspiring conversation with Robert Vels, CX leader at the Netherlands Enterprise Agency (RVO) and a key advocate for customer-centricity within the Dutch government. In this episode, we dive into how Robert is leveraging CX to rebuild trust in public services, streamline operations, and drive meaningful change. Together, we explore: …

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#42 AI for CX Leaders: Practical strategies you can’t ignore. 46:21

11M ago46:21

46:21

In this insightful episode of CX Leadership Talks, hosts Nienke Bloem and Mia Liljeberg dive into the transformative role of AI in business and customer experience. Mia, a digital leadership expert, shares her experiences and expertise on the ethical, holistic, and human-centric approaches to AI implementation. Key topics discussed: AI's multifacet…

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# 41 Set yourself up for success as a CX leader - A guided practice to envision a brilliant 2025 41:43

12M ago41:43

41:43

Welcome to CX Leadership Talks, the podcast for customer experience leaders who are driving change, delivering results, and finding balance in their professional and personal lives. In this final episode of 2024—and the 41st episode of this podcast—we’re turning our attention to the future. Join Nienke Bloem, global CX speaker and mentor, as she gu…

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#40 Reflections for the CX Leader – A Self-Audit of 2024 47:04

1y ago47:04

47:04

Welcome to CX Leadership Talks, the podcast for customer experience leaders who are driving change, delivering results, and striving for balance in their professional and personal lives. In this special year-end episode, we take a reflective journey through 2024. Join Nienke Bloem, global CX speaker and educator, as she guides you through five key …

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#39 Understanding budget dynamics for CX leaders 25:15

1y ago25:15

25:15

Welcome to another episode of CX Leadership Talks with your host, Nienke Bloem. In this episode, Nienke delves into the critical topic of budget management for customer experience (CX) leaders. Emphasizing that a solid budget is essential for impactful results, Nienke offers insights on how CX leaders can navigate the budgeting process effectively …

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#38 Personalized Customer Experience: The power of handwritten notes in a digital world 44:08

1y ago44:08

44:08

Welcome to a new episode of CX Leadership Talks! In this episode, host Nienke Bloem is thrilled to welcome David Wachs, the visionary CEO and founder of Handwrytten. David is on a mission to revolutionize personalized communication by blending the timeless art of handwritten notes with the power of cutting-edge technology. Handwrytten's unique appr…

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#37 Why a call to action drives true change beyond words in CX 13:26

1y ago13:26

13:26

Welcome back to another episode of CX Leadership Talks with your host, Nienke Bloem. In this episode, we dive into the art and science of crafting powerful calls to action within your CX leadership journey. As Nienke shares her recent experiences from a trip to the USA, she draws a parallel between the barrage of roadside election signs and the noi…

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#36 Crafting impactful CX Stories: Four types of personal narratives 33:43

1y ago33:43

33:43

In this captivating episode of CX Leadership Talks, your host Nienke Bloem explores the art of storytelling as a powerful tool for enhancing customer experience (CX) and leadership. Drawing on her extensive experience and insights, Nienke emphasizes the importance of viewing customer experience as a marathon rather than a sprint. She guides listene…

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#35 From CX Story Blueprint to impact: Crafting your CX leadership change narrative 22:54

1y ago22:54

22:54

Welcome to a new episode of CX Leadership Talks, where Nienke Bloem CCXP helps CX leaders enhance their leadership abilities. This episode focuses on crafting compelling CX stories - a cornerstone for any CX leader's influence and impact. Nienke highlights the importance of a well-structured change narrative, sharing her own experiences and insight…

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#34 Discover why becoming the CRO is essential for your CX story's success 20:31

1y ago20:31

20:31

Welcome to another insightful episode of the CX Leadership Talks podcast with your host, Nienke Bloem CCXP. This week, we're diving deep into the world of CX stories, a fundamental tool for any CX leader aiming to make a significant impact. Over the next four weeks, we'll explore the 'why,' 'how,' and 'what' of crafting and delivering compelling CX…

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#33 The do’s and don’ts of Journey Orchestration with Cemantica’s CEO Eytan Hattem 53:15

1y ago53:15

53:15

In this episode of CX Leadership Talks, guest Eytan Hattem, CEO at Cemantica, joins host Nienke Bloem to discuss the vital role of people in mapping customer journeys and the connections between customer, employee, and partner experiences. Eytan emphasizes the journey management's shift from being seen as a "nice to have" to an operational system w…

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#32 Nine powerful and practical ideas to celebrate and engage the organization on Global CX Day 40:52

1y ago40:52

40:52

Welcome to another new episode of "CX Leadership Talks"! Join host Nienke Bloem, while she dives into the vibrant world of Global CX Day. This episode is packed with insights, strategies, and nine powerful and practical ideas on how to use this special day (or create your own special Customer Day) to boost customer-centricity within your organizati…

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#31 From Gratitude to Trust: Nurturing genuine connections and delight in Customer Experience with Avi Liran 50:58

1+ y ago50:58

50:58

In this episode of CX Leadership Talks, host Nienke Bloem and guest Avi Liran delve into the significance of empathy, gratitude, and creating genuine connections in customer experience and leadership. Avi shares insights on the neuroscience behind delighting others, emphasizing its impact on trust, business success, and profitability. The conversat…

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#30 World-Class CX Transformation: Navigate these 6 key elements for success with Roxie Strohmenger 52:26

1+ y ago52:26

52:26

In this episode of CX Leadership Talks, Nienke Bloem hosts guest Roxie Strohmenger. They discuss the importance of leaders connecting with their human side, understanding the connection between CX, perception metrics, and financial metrics, and learning the "love language" of senior leaders. The conversation also delves into the elements of deliver…

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#29 All about the newest book for Advanced CX Leaders ‘Expierence Rules’ with Diane Magers 46:50

1+ y ago46:50

46:50

In this episode of CX Leadership Talks, I had the pleasure of welcoming Diane Magers as my guest. We delved into the details of standardizing customer experience across different business units and discussed Diane's co-authored book, which offers practical guidance for embedding customer experience into an organization's operations. One particularl…

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#28 Elevating Customer Experiences: how IT-business alignment transforms customer interactions 46:59

1+ y ago46:59

46:59

In this episode of CX Leadership Talks, your host Nienke Bloem engages in a dynamic conversation with Maaike Verwer, a certified customer experience professional, focusing on aligning IT and business processes to enhance customer experience. Maaike and Nienke discuss an impactful collaboration with HomeServe to streamline their customer service, re…

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#27 Stop engaging employees, start making work more human 45:02

1+ y ago45:02

45:02

Welcome to CX Leadership Talks, where we explore the essence of human-centric leadership in the workplace. In today's episode, your host Nienke Bloem engages in an insightful conversation with Eryc Eyl, a passionate advocate for creating more human workplaces. Eryc emphasizes the importance of work leading to fulfillment, satisfaction, and human fl…

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#26 How to build your CX leadership knowledge and grow in authority, with Olga Potaptseva 47:53

1+ y ago47:53

47:53

In this episode of CX Leadership Talks your host Nienke Bloem is joined by the inspiring consultant and CEO, Olga Potaptseva. Olga, a seasoned consultant and CEO, dives deep into the concept of authority in the CX world. She shares insights on her career journey, the power of adapting, and building authority through consulting. Discover her resourc…

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#25 Four ways to organize CX in the most effective ways, with Jim Tincher 49:49

1+ y ago49:49

49:49

In this episode of CX Leadership Talks, host Nienke Bloem engages in a interesting conversation with customer experience expert Jim Tincher, CEO of Heart of the Customer. They delve into the complexities of customer experience and leadership, emphasizing the importance of understanding and addressing the needs of both customers and business executi…

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#24 6 Customer Feedback Strategies to engage every level of your organization with Medallia’s Judy Bloch 56:39

1+ y ago56:39

56:39

Welcome to another insightful episode of CX Leadership Talks! The go-to podcast for CX leaders looking to elevate their strategies and inspire innovation in the customer experience arena. Join host Nienke Bloem and guest Judy Bloch as they delve into the world of customer experience engagement with an in-depth discussion on Medallia's signals to ac…

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#23 Exclusive Insights: 7 Key Learnings from CX Leaders Advance 2024 with Nienke Bloem 24:03

1+ y ago24:03

24:03

Welcome to an insightful episode of CX Leadership Talks! Join host Nienke Bloem as she shares 7 key learnings from the CX Leaders Advance 2024 event in Denver (April 30 - May 2). From diving deep into data to embracing AI opportunities, Nienke provides valuable insights for CX leaders looking to enhance their practice. Her seven most important take…

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#22 Game On! Spice up your CX Workshops with gamification – and everything you want to know about the Customer Experience Game with Babs Asselbergs 39:16

1+ y ago39:16

39:16

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 …

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#21 Everything you always wanted to know about the International Customer Experience Awards, with Vuk Vukanovic 44:23

1+ y ago44:23

44:23

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 significa…

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#20 Three ways to put System 2 Thinking into practical use for CX Leadership 19:15

1+ y ago19:15

19:15

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 rol…

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#19 Nine tips for driving impact through Closing the Loop 24:12

1+ y ago24:12

24:12

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 ri…

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#18 Pioneering CX in pensions: Martijn van den Berg's blueprint for success 40:48

1+ y ago40:48

40:48

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 Nethe…