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 multifaceted role: Discover how AI can enhance productivity and personalization, and understand its potential in reshaping business intelligence for predictions.
• AI & customer personas: Explore how tools like ChatGPT can be leveraged to create detailed customer personas, elevating personalized services.
• AI for frontline operations: Discuss the democratization of AI and its impact on frontline efficiency, onboarding, and innovation.
• Balance of challenge and skill: Understand the flow model and how AI can maintain this balance to make tasks more engaging for employees.
• AI in change management: Mia emphasizes the importance of effective change management when integrating AI to ensure safe transitions for employees.
• Addressing misconceptions: Break down myths around AI’s impact on personal intelligence and the notion that it reduces the personal touch in customer interactions.
• AI ethics and responsibility: Highlight the importance of ethical and sustainable AI use, emphasizing a 360-degree perspective for responsible operations.

Mia’s global perspective - having traveled through multiple Asian countries - enriches her discussion on digital leadership in a rapidly evolving AI landscape. The episode underscores the importance of curiosity, continuous learning, and engaging in team discussions to navigate AI's evolving role in business. Whether you're interested in AI's impact on customer experience or the future of digital leadership, this episode offers valuable insights for leaders and innovators alike.

Tune in to discover how AI can empower your leadership and transform your customer experience strategies in this rapidly advancing digital age.

Timestamped overview

00:00 Focus on change management from human perspective.

04:32 AI supports limitless possibilities, enabling dreams.

08:02 Personalization involves predicting preferences using information.

12:08 AI enhances intelligence by revealing blind spots.

15:08 Make AI accessible for front desk empowerment.

16:55 Flow model optimizes challenge to maintain engagement.

20:42 Prioritize employee acceptance and safe AI integration.

25:26 Focus on systemic and human growth drivers matrix.

28:36 Enhancing contact centers with AI for FAQs.

33:44 AI can amplify bias; ethical usage crucial.

35:12 Consider impact on stakeholders for better decisions.

39:51 Curiosity about others' motives guides my perspective.

42:37 Grateful for sharing wisdom; linking LinkedIn profile.

Mia’s recommendations

The fearless organization, by Amy Edmonson.

Connect with Mia on LinkedIn.

About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress.

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.

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 guides you through a powerful planning process to make 2025 your best year yet.

With her signature mix of practical insights, thought-provoking questions, and a touch of humor, Nienke will help you set meaningful goals, identify the steps to achieve them, and align your CX leadership vision with your organization’s strategy. You’ll explore five “must-win battles” for the year ahead: impact and results, strategy and purpose, engagement and cultural change, personal growth and development, and work-life balance.

This isn’t just about setting resolutions—it’s about creating a clear, actionable plan to elevate your leadership and deliver measurable outcomes. So, grab a journal, get comfortable, and let’s dive into designing your path to success in 2025.

As always, I’d love to hear from you—what’s your boldest goal for the year ahead? Let’s connect and make it happen together!

Timestamped Overview

00:00 Intentional year planning clarifies goals, fulfills desires.

06:01 Chase challenging goals that excite and frighten.

09:57 Improved customer journey boosted satisfaction and referrals.

11:01 Impact realized; plan and tools needed next.

16:22 Focus on customer experience, strategy, and urgency.

20:59 Embed CX cultural shifts for deeper organizational change.

23:01 Customers enhance leadership and engagement in 2025.

26:10 Develop leadership, enhance CX skills, seek growth.

30:29 Prioritize work-life balance to prevent burnout.

32:39 Activities to inspire and prioritize health, fitness.

37:02 Focus on key projects and goal visualization.

38:42 Guiding you to enhance your leadership skills.

Want to grow as a CX Leader? Contact Nienke Bloem via her website or LinkedIn. She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.

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 lenses to evaluate your year: impact and results, strategy and purpose, engagement and cultural change, personal growth and development, and work-life balance.

Through thoughtful prompts, practical insights, and personal anecdotes, this episode will help you uncover your proudest achievements, biggest learnings, and areas for growth. To deepen your reflection, download the free PDF with 17 questions covering topics like impact, strategy, personal growth, and work-life balance. Whether you're a seasoned CX professional or a rising leader in your organization, this is your chance to pause, reflect, and celebrate the year you’ve had - before stepping into 2025 with renewed focus and energy.

Grab your favorite journal, clear your mind, and let’s dive in! And please let me know your biggest insight from the reflection process!

Timestamped overview:

00:00 Explore customer experience, personal development, and well-being.

05:11 Evaluate metrics and achievements for key projects.

09:27 Measure goals, inputs, and impacts for success.

11:43 Is your CX strategy aligned and future-proof?

14:54 Purpose ties ESG goals to customer experience.

20:40 Focusing on engagement, cultural change, customer experience.

25:25 Personal education enhances leadership through diverse experiences.

26:56 Reflecting on personal growth, networking, and values alignment.

30:14 Work-life balance, stress management, and inspiration reflection.

35:17 Year described as vibrant, challenging, and pink.

37:32 Who energized you most; biggest 2024 challenge?

42:21 Reflection episode; envisioning goals for 2025 planning.

Want to grow as a CX Leader? Contact Nienke Bloem via her website or LinkedIn. She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.