أفضل بودكاسات Cx Leader (2025)

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

15d 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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All Good Things... 42:03

28d ago42:03

42:03

It’s a great time to be a CX leader and we here at Walker have had a fun time producing this podcast. But after over 330 episodes speaking with fantastic people from across the globe, covering topics to help you get the most from customer experience, it’s time to put away the microphones. This is the last episode of The CX Leader Podcast, at least …

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

1d 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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REPLAY: Humanizing Customer Service with Alex Mead 19:50

1d ago19:50

19:50

Welcome to the "BEST OF" episodes of the CX Goalkeeper Podcast. In this replay, we're thrilled to have Alex Mead, a trailblazer in the CX field, share his invaluable insights. Get ready to uncover the essence of genuine customer service and leadership in CX. About This Episode: Alex Mead, a renowned CX expert, brings his profound expertise and uniq…

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THE CENTER OF EXPERIENCE: A BLUEPRINT FOR CREATING THE EXPERIENCE-LED ENTERPRISE 28:29

8d ago28:29

28:29

Why You Can't Miss This Episode In this compelling episode of the CX Goalkeeper Podcast, Greg Kihlström shares groundbreaking insights into how businesses can become experience-led enterprises. With real-world examples and a focus on innovation, Greg discusses digital transformation, agile methodologies, and the pivotal role of customer and employe…

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CX IS ALIVE AND THRIVING: BUSTING MYTHS AND 2025 PREDICTIONS 22:30

15d ago22:30

22:30

In this special episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with three passionate CX experts to discuss the future of customer experience. Together, they uncover the most important trends for 2025, share insights about employee and customer experiences, and reveal golden nuggets of wisdom learned from 2024. If you're curious ab…

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MACHINE CUSTOMERS ARE COMING 31:40

22d ago31:40

31:40

Why You Can't-Miss This Episode Dive into the fascinating future of customer interactions as Sirte Pihlaja discusses the rise of machine customers and digital assistants. Discover how this emerging technology will revolutionize customer experiences, reshape industries, and create a new era of business opportunities. This episode is your guide if yo…

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

29d 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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THE CUSTOMER CULTURE IMPERATIVE 27:08

29d ago27:08

27:08

Why You Can't-Miss This Episode In this episode of the CX Goalkeeper Podcast, Gregorio sits down with Dr. Chris Brown, co-author of The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance. They explore the seven disciplines of customer-centricity, the critical role of foresight, and practical ways to embed customer culture…

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GETTING THINGS DONE RIGHT: STRATEGIES & PRACTICAL TIPS 29:46

1M ago29:46

29:46

Why You Can't Miss This Episode This episode dives deep into practical strategies for getting things done right, balancing the needs of customers, employees, and businesses. Michelle Spaul, a seasoned CX consultant, shares actionable tips to ensure sustainable success in customer experience while maintaining empathy and integrity. Learn how to elev…

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#39 Understanding budget dynamics for CX leaders 25:15

1M 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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How To Transform Data Into Insights 23:52

1M ago23:52

23:52

Why You Can't-Miss This Episode This episode of the CX Goalkeeper Podcast dives into the fascinating world of data transformation with Michela Greco. Discover how data quality fuels insights that drive exceptional customer experiences, actionable strategies to maintain data standards, and the human touch required to create impactful outcomes. Miche…

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Unveiling The Insights Narrator: Extracting Gold from Data 31:47

2M ago31:47

31:47

In this episode of the CX Goalkeeper Podcast, Federico Cesconi dives deep into the future of customer experience management, revealing the potential of artificial intelligence in transforming how companies manage customer feedback. He introduces the "Insight Narrator," a groundbreaking tool that simplifies customer feedback analysis, using AI to pr…

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

2M 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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The Future Of AI In Contact Canters And Its Effect On The Customer Experience 26:20

2M ago26:20

26:20

In this exciting episode of the CX Goalkeeper Podcast, I’m joined by Guy Shalom, CEO and co-founder of Glassix. We dive into the transformative role of artificial intelligence (AI) in contact centers and its impact on customer experience. Guy shares actionable insights on how AI reshapes employee onboarding, automates processes, and improves the ov…

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DEEP DIVE INTO DATA SCIENCE AND ARTIFICIAL INTELLIGENCE 30:26

2M ago30:26

30:26

In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Mohan Mannava, a seasoned expert in AI, machine learning, and data science, to dive deep into how these technologies transform customer experience. Mohan shares practical examples from his experience at Upwork and SiriusXM, highlighting how AI can boost personalization, s…

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

2M 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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Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging 26:37

2M ago26:37

26:37

In this episode of the CX Goalkeeper Podcast, Jonathan Stutz shares his journey and insights on building inclusive leadership cultures within organizations. As the author of Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging, Jonathan outlines actionable steps that leaders can take to foster diversity, equity, and incl…

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A Soaring Transformation 27:35

3M ago27:35

27:35

Change is hard. And that’s not the first time we’ve said those words on this podcast. When it involves breaking through entrenched practices within a company, it can be especially difficult - but not impossible. With a little buy-in, some quick wins to demonstrate the possibilities, and some awareness to the importance of customer centricity, you c…

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

3M 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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The Skills Gap 28:31

3M ago28:31

28:31

In this impactful episode of the CX Goalkeeper Podcast, Tom DeWitt shares invaluable insights about the current state of customer experience (CX) leadership, the skills gap, and the future of CX education. He discusses how CX leaders need to communicate in the language of the C-suite, the value of formal education, and why companies must invest in …

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

3M 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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Harnessing the power of Emotional Intelligence in CX 29:24

3M ago29:24

29:24

In this episode of the CX Goalkeeper Podcast, we explore how emotional intelligence (EI) can dramatically improve customer experience (CX) and employee performance. Michael Mattson, an expert in emotional intelligence, shares his valuable insights on harnessing EI to create stronger human connections within teams and with customers. He emphasizes h…

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A Space for Customers 21:18

3M ago21:18

21:18

While it might not seem significant at first, securing a place to park your car is an important event. Sure, it’s not life or death, but during large events it can be time sensitive. Sometimes it’s the first experience people have when attending a concert or a large conference, so when the logistics are not working efficiently, it creates a frustra…

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

3M 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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Breaking Silos: How CX-Driven Leadership Transforms Business Outcomes 31:06

3M ago31:06

31:06

In this exciting episode of the CX Goalkeeper Podcast, we dive deep into breaking silos and fostering cross-departmental collaboration for improved customer experience (CX). Our guest, Lynn Hunsaker, brings over three decades of expertise in CX and shares her proven methods for transforming business outcomes. From leadership strategies to increasin…

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

3M 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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Stop Engaging Employees: Start Making Work More Human 22:15

3M ago22:15

22:15

In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Eryc Eyl, author of Stop Engaging Employees, Start Making Work More Human. Eryc passionately shares insights on how shifting the focus from employee engagement to fostering a human-centered workplace can drive real results. He explores the importance of human dignity at w…

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Take the Transaction Out Of the Interaction 27:20

4M ago27:20

27:20

Today’s marketing playbooks put social media at the top of many strategies, but regardless of its prevalence, your website is still your business hub and a vital extension of your brand. But when your customers say your site is not friendly or functional, it’s time to rethink your online experience. And in once such case we’re exploring on this epi…

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Winning Leadership Buy-In: Aligning CX with Business Goals 25:29

4M ago25:29

25:29

In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni sits down with senior customer experience manager Patty Soltis to explore the intricate dynamics of convincing the C-suite to embrace customer experience initiatives. Patty shares invaluable insights on aligning CX efforts with business strategies, understanding executive prioritie…

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

4M 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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Brand Love: Why It Matters and How to Grow It 33:52

4M ago33:52

33:52

In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni dives deep into the world of brand love with Professor Aaron Ahuvia, a leading expert in the field. If you're curious about how emotional connections with brands are formed and why they matter for your business, this episode is a must-listen. Discover the science behind brand love, top …

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Consistency Is the Key 28:08

4M ago28:08

28:08

Think of some of the best experiences you have had as a customer. What made it great? Did you feel like the experience matched the company’s identity? Did any of it feel like it wasn’t meeting the company’s brand promise? Great experiences are consistent: you know what to expect when you interact with an organization that reflects their brand throu…

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Shaping the Future: AI and Innovation at MoveXM 24:57

4M ago24:57

24:57

In this episode of the CX Goalkeeper Podcast, we dive into the future of customer experience with Holger von Seherr-Thoss, CEO at MoveXM. We discuss the game-changing impact of AI in customer experience management, the delicate balance between hyper-personalization and privacy, and the essential strategies for fostering a customer-centric culture i…

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

4M 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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Behind the Pixels: Creative Strategies to Excel in Business 27:42

4M ago27:42

27:42

Why You Can't-Miss This Episode: Warren Miles-Pickup, a dynamic leader in the marketing and creative industries, shares transformative insights on marketing strategies, leadership, and customer experience in this must-listen episode of the CX Goalkeeper Podcast. Whether you're in marketing, customer experience, or leadership, Warren's experience-dr…

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The CX Conundrum of Changing Minds 30:51

4M ago30:51

30:51

It’s not easy changing people’s minds. But we’re approaching a season in which customer experience professionals are working hard to convince executives and peers on the value of adopting a customer-centric mindset. WE as CX pros know the value of our efforts, but sometimes we have to convince others of its advantages. And sometimes data isn’t enou…

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Rethinking the Role of Customer Experience with Maxie Schmidt 27:10

4M ago27:10

27:10

In this enlightening episode of the CX Goalkeeper Podcast, Maxie Schmidt, a leading expert in customer experience at Forrester Research, takes us on a journey to rethink the role of customer experience within organizations. If you’re a CX professional, leader, or simply interested in how customer experience can transform businesses, this episode is…

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

5M 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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CREATE HYPER-PERSONALIZED INTERACTIONS THAT MATTER 33:08

5M ago33:08

33:08

This episode of the CX Goalkeeper Podcast features an insightful conversation with Michael Obermaier. The discussion focuses on creating hyper-personalized interactions that matter. Michael shares invaluable strategies and practical examples from leading industries, making listening essential for anyone looking to enhance customer experience and dr…

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The Harmonious Experience 25:53

5M ago25:53

25:53

Listening to your customers is the “window” to knowing how well your organization is performing in its customer experience efforts. Whether it’s an online support chat, a voice of the customer through employee program, or a CSAT survey, each of these touchpoints provide a metric to how your customers view your company. But HOW you create these list…

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

5M 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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EMPOWERING LEADERS TO GET EXECUTIVE BUY-IN 26:52

5M ago26:52

26:52

In this engaging episode of the CX Goalkeeper Podcast, host Gregorio Uglioni discusses the intricacies of customer experience leadership with the insightful Mark Slatin. As a recurring guest, Mark brings a wealth of knowledge from his vast experience in customer experience management, consulting, and academia. This episode is a must-listen for anyo…

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STRATEGIES FOR A MEANINGFUL HUMAN CENTRIC CULTURE 23:42

5M ago23:42

23:42

In this episode, a seasoned customer experience consultant, Julie Tano-Lawson shares her unique insights and strategies for developing impactful CX programs, particularly in French-speaking regions. Julie's experience spans North America and Africa, making her perspective both diverse and comprehensive. Her discussion on the nuances of CX governanc…

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Encore: Eagles, Parrots, Doves, and Owls 30:29

5M ago30:29

30:29

Producer's note: this episode originally dropped on October 11, 2022. While some details may have changed since it's original publication, we think Dan Silvert's insights on the importance of healthy relationships between employees is a great example of create excellent employee experiences. Many companies use them: personality tests or evaluations…

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

5M 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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THE MYSTERY SHOPPING BLUEPRINT: DRIVING CUSTOMER PURCHASES 33:32

5M ago33:32

33:32

Why You Can't Miss This Episode In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni engages in a vibrant and insightful conversation with Claire Boscq, a seasoned keynote speaker and customer experience expert. Claire shares her journey from hotel management to becoming a mystery shopping expert, discussing the profound impact of co…

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APPLYING JOBS TO BE DONE 30:56

6M ago30:56

30:56

Why You Can't-Miss This Episode Discover the transformative power of the "Jobs to Be Done" framework with Eckhart Boehme, as he shares invaluable insights on customer behavior and strategy implementation. About the Guest Eckhart Boehme has more than 30 years of global experience in marketing, product management and skills development. Eckhart, an 1…

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AI: Is It Hype Or Helpful? 29:47

6M ago29:47

29:47

As consumers we’ve all interacted in different ways with companies. Sometimes an automated system, online chat, an app on our phones, or even a live human being. But as customer experience professionals, how do we know which channel is the best option and the most preferred by consumers? And how will AI fit into all this? Host Sara Walker welcomes …

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

6M 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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