Normally, CX Leadership Talks lands on a Monday. Not this week.
This special episode arrives on Tuesday, 6 October, because it is Global CX Day and Nienke Bloem and Ian Golding have something BIG to celebrate and reveal.
In this episode, Nienke is joined by long time CX colleague and friend Ian Golding. Together, they reflect on how the CX profession has developed, why leadership in Customer Experience deserves more recognition, and one question that has been on both their minds:
How do you actually prove the impact you have made as a CX leader?
Because knowing Customer Experience is one thing. Leading it is something else.
That question led to a secret project Nienke and Ian have been working on behind the scenes: CXLM, Customer Experience Leadership Master.
An accreditation designed to recognise experienced CX leaders for how they lead, influence, scale Customer Experience and deliver measurable impact. And very importantly, it has to be earned.
In this episode, you’ll learn:
- Why CX leadership deserves its own recognition
Leading Customer Experience transformation is very different from running a CX project. Nienke and Ian explore why experienced CX leaders should be able to demonstrate the impact of how they lead.
- What CXLM is and what it is not
CXLM is an earned accreditation based on your own leadership experience, evidence and results. It is not linked to completing a course or programme with Nienke or Ian.
- How the accreditation process will work
Applicants will need at least five years of CX experience and will provide a written application, references and a video presenting their leadership case. Nienke and Ian will assess applications independently against six criteria.
- Why the accreditation has to be earned
Knowing Nienke or Ian does not help. Neither does having trained with them. The intention is to build a robust and transparent process based on evidence, independent assessment, confidentiality and detailed feedback.
- What happens next
The waitlist opens today, on Global CX Day, followed by a founding cohort to test and strengthen the process. A readiness diagnostic is also being developed to help CX leaders decide whether they are ready to apply.
Timestamped overview:
00:00 Celebrating Global CX Day and why this episode is on Tuesday
06:24 Getting into Customer Experience work
07:27 How Nienke and Ian first met
12:53 Why CX leadership deserves recognition
15:55 Introducing CXLM
18:20 Building a robust accreditation process
20:44 How CXLM candidates will be assessed
24:40 Who can apply and why knowing Nienke or Ian doesn’t matter
29:11 The waitlist and founding cohort
30:53 Developing the CXLM readiness diagnostic
33:41 Launching the secret project
Extra information:
Interested in CXLM?
Join the CXLM waitlist here: https://nienkebloem.typeform.com/CXLMWaitlist
People on the waitlist will be the first to hear about the development of the accreditation, the founding cohort and future opportunities to apply.
A small listening note:
Nienke and Ian recorded this episode at the WTC at Schiphol, tucked away in a corner after spending the day working together on CXLM. So yes, you may hear a little real life Schiphol and workspace sound in the background. Consider it part of the atmosphere. 😉
About Nienke:
Nienke Bloem is often called the Customer Experience speaker in the blue dress.
She’s a global CX thought leader, educator and keynote speaker who helps CX leaders strengthen their leadership, create more impact and make Customer Experience work.
With over 20 years of corporate experience, she speaks the business language. She is an author, host of CX Leadership Talks, a Recognized Training Partner of the CXPA and creator of CX leadership programs including the CX Masterclass and CX Leadership Masterminds.
For more info: go to www.nienkebloem.com or send her an email at nienke@nienkebloem.nl to spice up your CX Leadership.
