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#69 CX leadership in 2026. Are you ready for the next level?
This first episode of 2026 is an invitation for CX leaders to pause, reflect and look ahead.
In this episode, Nienke Bloem CCXP explores why CX leadership is entering a new phase and why 2026 asks something different from those leading customer experience in complex organizations. Instead of jumping to tools or quick fixes, she starts with the real challenges CX leaders face today, from lacking strategic mandate and struggling to scale CX, to feeling constantly pulled into operational firefighting.
From there, Nienke introduces the big CX theme for 2026 and shares a clear, practical model that helps CX leaders reflect on their role at three levels: strategic, tactical and operational. With personal stories, concrete examples and a powerful lighthouse metaphor, she shows how CX leaders can move from being busy to being intentional, from reacting to steering.
This episode is for you if you want to lead CX with more clarity, confidence and impact in 2026, without losing the joy and playfulness of the work.
By the end of this episode, you won’t have a long to-do list.
You’ll have one honest question to answer:
Are you ready for the next level?
Timestamped overview:
00:00 2026 Theme for CX leaders
03:09 CX leadership theme unveiled
09:27 Strengthening CX leadership strategy
14:32 Scaling Customer Experience challenges
15:39 Scaling CX for growth
20:22 Intentionality in leadership and action
25:05 Self-assessment for CX improvement
28:20 Scaling methodologies and customer journeys
30:27 Streamlining education and Customer Experience
33:22 Strategic thinking and leadership habits
36:42 Focusing energy on growth levels
39:24 Leading the next CX chapter
Extra information:
You can read the blog with additional information here.
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.
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By Nienke Bloem CCXPThis first episode of 2026 is an invitation for CX leaders to pause, reflect and look ahead.
In this episode, Nienke Bloem CCXP explores why CX leadership is entering a new phase and why 2026 asks something different from those leading customer experience in complex organizations. Instead of jumping to tools or quick fixes, she starts with the real challenges CX leaders face today, from lacking strategic mandate and struggling to scale CX, to feeling constantly pulled into operational firefighting.
From there, Nienke introduces the big CX theme for 2026 and shares a clear, practical model that helps CX leaders reflect on their role at three levels: strategic, tactical and operational. With personal stories, concrete examples and a powerful lighthouse metaphor, she shows how CX leaders can move from being busy to being intentional, from reacting to steering.
This episode is for you if you want to lead CX with more clarity, confidence and impact in 2026, without losing the joy and playfulness of the work.
By the end of this episode, you won’t have a long to-do list.
You’ll have one honest question to answer:
Are you ready for the next level?
Timestamped overview:
00:00 2026 Theme for CX leaders
03:09 CX leadership theme unveiled
09:27 Strengthening CX leadership strategy
14:32 Scaling Customer Experience challenges
15:39 Scaling CX for growth
20:22 Intentionality in leadership and action
25:05 Self-assessment for CX improvement
28:20 Scaling methodologies and customer journeys
30:27 Streamlining education and Customer Experience
33:22 Strategic thinking and leadership habits
36:42 Focusing energy on growth levels
39:24 Leading the next CX chapter
Extra information:
You can read the blog with additional information here.
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.