# 51 Seeing the whole: Rethinking CX through systems thinking with Sarah van der Wiel

In this eye-opening episode, Nienke Bloem talks with organizational consultant and founder of Met Klanten, Sarah van der Wiel, about how systems thinking can transform the way we approach customer experience.

Sarah shares her unique blend of expertise - from CX and behavioral design to organizational anthropology and systemic work - and introduces us to her newest method: Customer Constellations.

Together, they explore:

• Why customers are not outside the system, but part of it
• How to recognize deeper, systemic root causes behind recurring customer pain points
• What language, power dynamics, and organizational history have to do with CX
• Why slowing down might be the smartest move CX leaders can make
• How to create lasting change that actually sticks

If you've ever felt like you're fixing the same issues over and over again, this episode is a must-listen.

Time stamped overview:

00:00 Emotional connection with banks

05:53 Trends in cultural and behavioral design

09:27 Customers shape the ecosystem

12:59 Reflecting on a 11-year-old event

15:34 Breaking Customer System Silos

17:36 Cultivating curiosity through feedback

23:04 Humanizing Customer Experience transformation

26:29 CX leadership & narrative change

30:11 Dutch childcare benefits scandal

31:22 Fall in love with problems

35:09 Systemic leadership literature challenges

37:25 Launch of Customer constellations

Resources mentioned:
🔗 You can connect with Sarah here 
🌐 Learn more here 

Dutch: Barbara Hoogendoorn books

English: Els van Steijn – The fountain

 

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.