#44 The Dunning–Kruger effect: The blind spot holding your CX strategy back

Welcome back to CX Leadership Talks! The podcast for CX leaders eager to elevate their leadership game. In this engaging episode, your host Nienke Bloem dives into the complex yet fascinating world of the Dunning Kruger effect and its impact on customer experience leadership. Discover how overconfident leaders may unknowingly harm CX efforts and learn the essential strategies to recognize and combat this cognitive bias. Nienke shares insightful red flags, real-life stories, and actionable steps to help organizations mirror reality, highlight best in class, and encourage self-reflection. Whether you're looking to drive meaningful CX transformation or simply become a more self-aware leader, this episode is a must-listen for all CX professionals. Tune in, share with fellow leaders, and keep spicing up your leadership journey! Timestamped Overview 00:00 Customer assumptions over reality 05:49 Customer first commitment lacking 09:17 Overconfident leaders harm performance 12:41 Encouraging self-reflective leadership 13:39 Customer-centric leadership strategies 16:43 Transformative leadership and insights 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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