On this second episode of CX Leadership Talks we have two guests, both CX leaders and authors: Aleksandra Pilniak and Friederike Niehoff share their expertise in customer experience (CX) leadership. They discuss insights out their brilliant book “Why your customer experience program will fail and 7 proven ways to avoid it”
For example the importance of appreciation and injecting fun into the workplace and the episode highlights the pitfalls in CX strategy and concrete tips to improve it. Organizational culture is seen as crucial for a successful CX program, and the guests emphasize the importance of understanding it before attempting to change it. The episode also touches on the importance of self-appreciation, engaging with customers effectively, and using a maturity assessment to confront individuals on their customer-centricity.
Listen in for valuable insights from these two female leaders in Customer Experience Management. Friederike taped this episode while she was in South Africa, with a situation of flickering wifi, this has impacted the sound quality. But we like the episode and conversation so much, that we decided to leave it as it is!
Please connect with our guests, these are their LinkedIn profiles:
Aleksandra Pilniak: https://www.linkedin.com/in/aleksandrapilniak/
Friederike Niehoff: https://www.linkedin.com/in/friederike-niehoff/
Where to buy their book? https://www.amazon.com/Your-Customer-Experience-Program-Will-ebook/dp/B0BSFX1C3Q/ref=sr_1_1?crid=33U9OGFFUZWLA&keywords=why+your+customer+experience+program+will+fail&qid=1684212295&sprefix=why+your+customer+experience+program+will+fail%2Caps%2C206&sr=8-1
You can find more information about me, Nienke Bloem, CX Leadership speaker and educator on my LinkedIn profile at https://www.linkedin.com/in/nienkebloem/ and on my website at www.nienkebloem.com.
#21 Everything you always wanted to know about the International Customer Experience Awards, with Vuk Vukanovic
#20 Three ways to put System 2 Thinking into practical use for CX Leadership
#19 Nine tips for driving impact through Closing the Loop
#18 Pioneering CX in pensions: Martijn van den Berg's blueprint for success
#17 Crafting CX careers: Trends, traits, and triumphs with Jo van Riemsdijk, CX Recruitment Specialist
#16 Navigating the CX landscape: Strategies for successful leaders with CXPA’s CEO Greg Melia, CAE
#15 Powering CX with AI: Robbert Dijkstra's insights on leading the change
#14 Entrepreneurial CX Leadership: A Conversation with Jeannie Walters
#13 Avoid these 5 mistakes in your CX Storytelling journey
#12 The CX Visionary: Bill Staikos on Redefining Experience Management
#11 The Data-Driven CX Revolution: all Insights for you as a CX leader from Barry Wildhagen
#10 Navigating the Year of the Wood Dragon: Education, Growth, and CX Leadership Choices
#9 CX Culture Reimagined - Learnings from ’Diamond in the Rough’
#8 Elevating Business Impact: The Magic of CX Leadership and Design-Centric Approaches
#7 The huge opportunities of Leadership Events for you as a CX professional
#6 Ian Golding: The Role of CX Leadership in Today’s World
#5 How to make moments EPIC in CX: the best insights from the book ”The Power of Moments”
#4 Edwin Koot, Allianz Benelux : Leadership Lessons: Stepping out of Your Comfort Zone for CX Success
#3 Seven strategies to boost your CX Leadership Authority and lead with success
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