#74 The Secret to Leading in CX (and yes, it has everything to do with you)
About this episode
Nienke Bloem explores the intersection of identity and leadership in customer experience, sharing personal insights and psychological theories.
In this episode, Nienke Bloem takes you behind the scenes of one of the biggest moments in her speaking career. Standing backstage at the Global Speaker Summit, about to deliver the closing keynote. A moment filled with excitement and doubt. And it led to a powerful realization. Because that exact same feeling shows up for CX leaders every single day. Not on a stage. But in leadership meetings, boardrooms, and stakeholder conversations. That moment where you think:Should I say something? In this episode, Nienke combines her personal experience with insights from psychology, including Identity Theory from Peter Burke and Self Efficacy Theory from Albert Bandura, to explain what is really happening in that moment. This is not just about confidence. This is about identity. And about how you step into your role as a CX leader before you fully feel ready. This episode will help you move from doing CX to truly leading CX. IN THIS EPISODE, YOU WILL LEARN Why the Should I moment is not doubt, but a signal of leadership How Identity Theory explains the internal picture you already have of yourself as a CX leader Why the gap between your identity and your behavior creates tension…
People in this episode
Host: Nienke Bloem
Topics covered
- leadership
- customer experience
- identity theory
- self-efficacy
- psychology
- confidence
More episodes of CX Leadership Talks
- #76 How to turn every presentation into a CX Leadership Moment
- #75 What it really takes to win four International CX Awards | CX leadership insights with Irene van Hoorn, CCXP
- #73 Where should YOU focus as a CX Leader? The CX leadership energy matrix
- #72 Imposter syndrome in CX: The five hidden patterns to beat
- #71 The CX Leader as message architect
- #70 Making CX technology work: Insights from James O'Connor on strategy and leadership
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