Nienke Bloem

CX Expert, Keynote Speaker & Educator Flora et Labora

Nienke Bloem CSP, CCXP is a global Customer Experience speaker, educator and author. Before stepping onto international stages, she spent 13 years working in the insurance industry herself, so she knows both the opportunities and the scars of making Customer Experience work inside large organisations. Today, she helps CX leaders and executives around the world create more strategic influence and real business impact. Her motto? Spice up your CX Leadership. Expect energy, practical experience, Dutch honesty and, of course, the blue dress.

Day 1

17:35 Panel | Global Standards, Local Relevance: Designing Experiences That Flex Without Fracturing

Organisations operating across multiple markets, and serving diverse customer populations within them, must balance a clear, organisation-wide experience vision with local realities. Cultural expectations between countries, and demographic or regional differences within a single market, can shape how service is received. This panel explores how leaders can define core experience principles while empowering local teams to adapt delivery in ways that resonate with different communities, segments and environments.

Understanding which experience elements are non-negotiable and which are flexible
Empowering regional and frontline teams to tailor delivery to local contexts
Designing service models that respond to cultural, geographic and demographic differences

Day 2

11:40 Panel | Demonstrating CX’s Financial Impact Without Becoming ‘Just Reporting’

Proving CX's financial impact is essential to securing organisational buy-in, however, teams run the risk of becoming reporting functions rather than strategic change drivers. This panel considers how CX leaders can elevate CX metrics to strategy, turning insights to action through sharper financial alignment and storytelling.

Quantifying CX's impact on revenue, retention and efficiency
Turning reporting into strategic action and business change
Using storytelling to connect data with executive decision-making

Check out the incredible speaker line-up to see who will be joining Nienke.

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