About this episode

Nienke Bloem discusses the importance of stakeholder management and building confidence in CX leadership.

Welcome to a new episode of CX Leadership Talks with Nienke Bloem.  In this episode, we tackle one of the biggest blind spots in CX leadership: stakeholder management.  Because most CX leaders are strong in CX management. They know journey mapping, VoC, dashboards and improvement projects. But influencing senior stakeholders strategically? Building alliances? Creating organizational movement? That is where many CX leaders still play far too operational.  Nienke shares personal stories from her own leadership journey, including a painful lesson from her time at KPN, and explains why executives do not buy activities… they buy confidence.  This episode is practical, honest and packed with ideas to help you become more strategic in how you build influence, authority and momentum for Customer Experience inside your organization.  In this episode, you’ll learn:  Why many CX leaders unintentionally operate too tactically in stakeholder management  Why executives buy confidence instead of activities  How to use the Mendelow Matrix more strategically  Why relational authority is critical…

People in this episode

Host: Nienke Bloem

Topics covered

• stakeholder management
• CX leadership
• influence
• confidence
• relational authority
• strategic engagement

Keywords

• customer experience
• CX management
• executive influence
• Mendelow Matrix
• leadership discussions
• organizational movement

Mentioned in this episode

Organizations: KPN

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