#79 Executives don’t buy CX activities. They buy confidence.
From CX Leadership Talks by Nienke Bloem CCXP
June 1, 2026 · 22 min · Season 1 · Episode 1
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
More episodes of CX Leadership Talks
- #78 The Maxima moment: How one meeting multiplied my visibility · May 18, 2026 · 40 min
- #77 Leading from the middle: Sally Foley-Lewis on empowering CX Leaders to drive change · May 4, 2026 · 45 min
- #76 How to turn every presentation into a CX Leadership Moment · April 20, 2026 · 27 min
- #75 What it really takes to win four International CX Awards | CX leadership insights with Irene van Hoorn, CCXP · April 6, 2026 · 49 min
- #74 The Secret to Leading in CX (and yes, it has everything to do with you) · March 22, 2026 · 25 min
- #73 Where should YOU focus as a CX Leader? The CX leadership energy matrix · March 9, 2026 · 26 min
Explore listener stats, chart rankings, contacts and more on the CX Leadership Talks podcast page.