#89 Managing vs Leading CX: Make the SHIFT that drives Impact

Are you managing CX or leading CX? You earned your reputation by getting things done. You delivered projects, improved customer journeys and brought valuable insights into the business. Now your role asks you to set direction, influence strategy and bring others with you. So why are you working harder than ever, while struggling to create the movement you want? In this episode of CX Leadership Talks, Nienke Bloem explores a challenge many experienced CX professionals recognise: taking on leadership responsibilities while continuing to approach the work in the same familiar way. Drawing on observations from her first two-day CX leadership bootcamp, Nienke looks beyond stronger presentations and more convincing arguments. How do you build alliances, shape a shared ambition and take your position as a leader? Her CX Leadership ANI model: Authority, Narrative and Impact, provides a lens for recognising where your approach needs to grow. From setting the future through your CX Strategy and CX Story to creating ownership beyond the CX team, this episode invites you to reconsider where your leadership attention belongs. In this episode, you’ll learn - Why greater responsibility requires a different approach. How excellent delivery can lead to a broader role, while familiar ways of working keep pulling you back. - How to strengthen your Authority. Take your position, contribute to strategic conversations and build relationships across the business. - Why Narrative matters. Use your CX Strategy and CX Story to set direction, make choices and help colleagues understand their contribution. - What building alliances involves. Understand competing priorities, listen, negotiate and create commitment across departments. - How to create Impact beyond your own effort. Clarify ownership, scale CX methods and embed customer focus in everyday decisions and behaviour. Nienke also connects these challenges to Michael Watkins’ work on the transition to broader leadership and the Center for Creative Leadership’s research on working across organisational boundaries. Your CX leadership reflection Are you managing today’s CX work, or are you leading the organisation towards the customer experience you want to create? Open next week’s calendar. Choose one strategic conversation to initiate, one alliance to invest in or one responsibility someone else could own.   Timestamped Overview 00:00 Understanding Your Role in CX 04:18 Building Alliances and Commitment 07:46 Leadership shifts for CX professionals 11:42 Building Strategic Relationships and Planning 14:11 Building alliances and leading change 18:13 Opportunities to discuss CX leadership Extra information Explore the leadership research discussed: - Michael Watkins: The seven shifts in the transition to business leadership - Center for Creative Leadership: Why spanning boundaries is essential for leaders About Nienke Nienke Bloem is often called the Customer Experience speaker in the blue dress. She is 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 programmes including the CX Masterclass and CX Leadership Masterminds. For more information, visit nienkebloem.com or email [nienke@nienkebloem.nl](mailto:nienke@nienkebloem.nl).