About this episode

Nienke Bloem CCXP explores the ANI model for CX leadership, emphasizing the importance of authority, narrative, and measurable impact.

Welcome to a new episode of CX Leadership Talks, recorded from the sun-soaked island of Texel during an intense European heatwave.   In this special solo episode, Nienke Bloem CCXP dives deep into the ANI model — her new CX leadership philosophy that will transform the way you look at customer experience leadership. 🤩  Discover the three layers of the ANI model and learn how to grow your CX leadership from the inside out.  Three key takeaways for CX leaders:  Authority starts with you: Building both internal confidence and external credibility is foundational for driving CX transformation. It's not just how you see yourself, but how others perceive your influence and expertise.   Lead with a clear narrative: Having the right leadership instruments - like a compelling change story, a strategic roadmap, and a business case - helps translate insight into organizational influence and direction.   Impact means delivering measurable value: True CX leadership delivers results for both customers and the business. Embedding CX in culture, tracking outcomes, and holding yourself…

People in this episode

Host: Nienke Bloem CCXP

Topics covered

• CX leadership
• ANI model
• customer experience
• leadership development
• organizational influence

Keywords

• CX leadership
• ANI model
• customer experience
• leadership authority
• organizational culture

Mentioned in this episode

Places: Texel

More episodes of CX Leadership Talks

• #82 Would they miss you? The CX budget cut test · July 13, 2026 · 21 min
• #80 ANI - The future of CX Leadership · June 15, 2026 · 17 min

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