Welcome to the CX Leadership Talks, the podcast that delves deep into the world of customer experience leadership. In this episode, Nienke Bloem shares her personal experience and insights into crafting a compelling CX story.
What is a CX story? With an attractive CX story you show the why, how and what of the CX transformation you want to realize. A good CX story keeps your audience listening attentively and wanting to know more. It is this story that you can tell time and time again, that really helps the audience understand what your CX mission is and what they have to work on and why this is important.
In this episode, Nienke takes us back to her early days at KPN, where she was tasked with presenting the top 80 leaders with a CX transformation plan in just 100 days. She discusses the importance of storytelling in CX, and reveals the five most common mistakes made in CX stories. From being too functional and boring to lacking a strong call to action, she breaks down the flaws she's witnessed and provides valuable tips for elevating your CX narrative. So grab your notebook and get ready to enhance your CX leadership skills with Nienke's expert advice.
Timestamped overview
00:00 Focused on strategy and storytelling for 100 days.
03:24 Crafting a compelling CX story is crucial.
08:58 Creating brand delivery, customer culture, call-to-action.
12:37 Presentation should have emotion, be memorable. Avoid being too functional or too general.
13:56 Ensure memorable and tailored presentation for success.
18:35 Importance of clear and specific calls to action
21:47 Get the audience, share the podium, lead.
The outline above offers a comprehensive overview of this episode's content and provides an insight into Nienke's personal experiences.
More on her Education portfolio: https://www.nienkebloem.nl/en/cx-educatie/
#22 Game On! Spice up your CX Workshops with gamification – and everything you want to know about the Customer Experience Game with Babs Asselbergs
#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
#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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