Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders that want to spice up their leadership. In this latest episode, your host Nienke Bloem CCXP sits down with Pauline Bruyel, Customer Experience Manager at Levi9. They delve into the unique world of IT services and discuss how Levi9 stands out by maintaining a relentless focus on customer centricity, even in challenging times. Discover how Pauline bridges the gap between tech teams and business needs, and learn about the innovative strategies Levi9 employs to ensure their solutions are both functional and delightful for end-users. With engaging examples from Pauline's own journey from archaeology to CX management, this episode is a treasure trove of insights for anyone looking to elevate their customer experience game, especially within the B2B sector. Tune in for an inspiring conversation that sheds light on the importance of understanding the end customer and the role of leadership in shaping customer-centric cultures. Timestamped Overview 00:00 From archaeology to IT: A people-centric journey05:54 Customer focus as strategic pillar09:13 Customer-centric solution development10:48 Scalable development methodologies16:13 Misconceptions in customer focus17:27 Customer understanding fuels success22:15 Resolving customer feedback challenges26:24 Customer focus and training initiative28:30 Creative good luck gift ideas30:30 Surprise your customer ideas34:22 Enhancing total experience37:43 Creative customer feedback utilization43:03 Great CX leadership insights Resources Mentioned: Connect with Pauline Bruyel through Linked-In. Click here for more information on Levi9 Book recommendation for Steven van Belleghem ‘Diamond in the Rough’ Podcast Episode with Steven van Belleghem on his book ‘Diamond in the Rough’ 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.