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Steven Van Belleghem
Co-Founder and Partner at Nexxworks
Bruges, Belgium
Steven Van Belleghem is an international keynote speaker, author of multiple bestsellers and an entrepreneur.
These past years Steven has given more than 1,000 keynote presentations at events in over 40 countries. His core expertise is the future of customer experience. The combination between customer-centric thinking, the latest technologies and the human touch is the guiding principle in Steven’s stories.
Steven is an entrepreneur. He is the co-founder of inspiration agency Nexxworks and social media agency Snackbytes. As an investor he is also involved in the fast-growing digital agency Intracto and AI scale-up Hello Customer. Finally, Steven is also on the board of directors of Plan International. In addition to his entrepreneurial activities Steven is also a part-time marketing professor at the Vlerick Business School and a guest lecturor at London Business School. His opinion is often shared in media like Forbes, Warc, The Guardian,…
Steven has authored five international bestsellers and has sold more than 150,000 books. His work has been translated into seven languages and he is the recipient of a variety of awards (most innovative marketing book, best marketing book, best international business book).
6 surprising ways remote work can drive better CX
Steven Van Belleghem
March 19, 2025
A lot of people dislike the concept of remote work. Understandably so, seeing that there are so many stereotypes against it. The lack of supervision would make workers more lazy and less productive. They would also be more lonely and unhappy. Company culture and communication would suffer because of it. It leads to a lack of work-life balance. Well, you’ve probably heard them all yourself, right?
4 strategies for building a community of enthusiastic customers
Steven Van Belleghem
February 12, 2025
Companies that manage to build a community of enthusiastic customers have the strongest possible customer loyalty. Supporters of football teams (who are in fact customers), for instance, have extremely high levels of loyalty to their team (the company/brand). Supporters even speak about their team in the ‘we’ form. ‘We’ are playing Champions League against Benfica this week. ‘We’ have recruited a new player.
What you need to know about emotional AI in CX
Steven Van Belleghem
January 29, 2025
If you take away friction, and help people save time, you enable great CX. You may create positive emotions, but what you are mostly doing is taking away negative emotions like stress or frustration. Of course, nowadays brands often use technology for this time-saving, friction-decreasing part of CX. Think about self-checkout systems or online grocery shopping and delivery. So, that’s great CX.
10 strategies to get everybody in your company to focus on the customer
Steven Van Belleghem
January 22, 2025
If you want to install a powerful customer culture in your company – that really works – you’ll need everyone on board, not just those departments that are officially dedicated to the customer. This is probably one of the biggest stumbling blocks for companies who have great intentions in CX, but somehow seem unable to really execute that intention.
The 5 hottest CX trends for 2025
Steven Van Belleghem
December 11, 2024
As we look toward 2025, I believe we will see customer experience (CX) undergo a profound transformation, which will for a big part be driven by advancements in artificial intelligence (AI). This presents an unseen number of fresh possibilities but can also lead to several new challenges. In fact, depending on how companies react or adapt, AI could be either an enhancer or a disruptor of customer relationships.
Customer Experience Trend: The Rise of AI Agents
Steven Van Belleghem
December 06, 2024
Never in my life have I experienced a technological acceleration as exponential as that of AI, and more specifically of Generative AI (GenAI), over these past 2 years. If we can believe Sam Altman, we are just a few thousand days removed from Artificial General Intelligence (AGI), which he defines as intelligence that is comparable to a median human co-worker, capable of learning and excelling in diverse fields.
5 non-premium brands with exceptional CX
Steven Van Belleghem
November 29, 2024
Sometimes it’s hard for CX leaders of “regular” companies to recognize themselves in the customer philoqophy and successes of top and premium brands like Netflix, Disney, Apple, Starbucks, Ritz-Carlton, Patagonia, IKEA or Tesla. I still do believe these types of examples are very useful, because they exemplify an ideal, something to strive for, that can offer several great pieces of inspiration. But I also recognize the pain of those companies, and so this time, I wanted to offer some more relatable examples, of brands that are somewhat lesser known, less international, less hi-tech and more commodity-driven but are still known for their exceptional CX and customer cultures. Enjoy!
7 African top brands that offer amazing CX
Steven Van Belleghem
September 20, 2024
If there is one thing that I have learned from travelling the world and visiting CX leaders with our company nexxworks, it is that (national or regional) culture deeply affects the notion of CX. Whereas the West is still deeply focused on convenience, efficiency or just pure fun (though we are really seeing a shift towards shared value the past years), Asian and African countries tend to lean more towards finding solutions for the greater good, with a higher purpose that not just serves the individuals but society as a whole.
3 things you can learn from Starbucks’ customer culture
Steven Van Belleghem
May 21, 2024
I’ve been writing quite a few pieces about customer culture on the occasion of my brand new book on that topic: A Diamond in the Rough. One of the most shining (pun intended) examples of a fantastic customer culture has to be Starbucks, so it couldn’t be missing from this series.
What you can learn from Adobe about customer culture
Steven Van Belleghem
May 17, 2024
Adobe has an employee engagement score of no less than 86%. And with nominations and awards like Forbes’ 100 Best Companies to Work For, Top 100 Most Influential HR Leaders (HR Magazine) and Most In-Demand Workplaces (LinkedIn), it’s safe to say that it has one of the most efficient and appealing cultures out there.
5 signs that a leader truly focusses on the customer experience
Steven Van Belleghem
March 12, 2024
One the top characteristics of companies with a strong customer culture – which I wrote about in my brand new book A Diamond in the Rough – is that customer centricity is not just an empty slogan on a wall or in a PowerPoint. At these companies, leaders do not try to convince their employees that you are customer-centric. They make them believe they are, through their actions.
3 things you can learn from IKEA’s customer culture
Steven Van Belleghem
March 05, 2024
In my brand new book A Diamond in the Rough, I write about companies with cultures that put the customer at the heart of everything they do. One of the most fantastic examples of a CX oriented company culture is without a doubt IKEA. It’s no coincidence that – since it’s foundation in 1943 – it was able to grow (and stay) into one of the biggest love brands in the world. And that’s because everything begins and starts with people – both customers and coworkers – at IKEA.
The Customer Loyalty Flywheel
Steven Van Belleghem
January 17, 2024
‘What should we do to make our customers more loyal to our brand?’: this is probably one of the oldest questions that companies ask themselves, right? But it’s also the wrong one. They should turn that question around and ask themselves, ‘What can we do to show our loyalty to the customer?
The 10 hottest Customer Experience (CX) trends for 2024
Steven Van Belleghem
November 29, 2023
At the end of each year, I like to take some time to think about what I believe will be the most significant Customer Experience trends in the coming months. Amidst all the hot technology trends of the moment (yes, I will take some time to write about generative AI, of course), I believe that humans will not be replaced by them but greatly augmented when it comes to helping our customers. Human characteristics will evolve towards managing complex (emotional) situations. Tech, and AI in particular, will help companies personalize and solve problems at scale, but your human CX ambassadors and your human CX culture will remain your beating heart. Choose them wisely.
10 top books about creating a customer culture that delivers
Steven Van Belleghem
November 22, 2023
Every company wants to make its customers happy but, in reality, few really succeed. The intentions are there, but the execution tends to be average or even poor, and I believe that customer culture lies at the very heart of that conundrum. That’s why I compiled a list of 10 books for you that explain how you can infuse your organization with a customer culture that makes both your employees shine and your customers delighted. Enjoy!
How this construction company became a Shining Diamond in customer experience
Steven Van Belleghem
November 15, 2023
If there is one sector where there is still room to grow in terms of customer focus, it surely is the construction sector. I do not know what your experience is with construction companies, but mine is not terribly positive. How often are appointments to build or repair something cancelled at the last minute? How often are the agreed budgets overspent? Confidence in pricing is so low that people automatically assume they will pay 30% more than the quoted price. And if the final budget does not exceed that 30% buffer, customers are satisfied. There are truly a lot of diamonds in the rough – the subject of my brand new book about customer culture – in this sector.
Tags: Customer Experience, Marketing, Construction
How do you get your employees excited about helping customers?
Steven Van Belleghem
October 18, 2023
Picture this: you are an employee of a company, and you get an invitation from top management to attend a meeting about customer experience. The CEO and an external specialist will speak. You and many other employees are excited by the topic and sign up for the meeting. ‘Nice, talking about customer experience for an afternoon,’ people think. By a few minutes before the presentation starts, the room has filled up nicely. Everyone is filled with anticipation. The CEO takes the floor, and everyone sits on the edge of their seats. Everyone looks forward to the CEO’s new ideas to make customers happier.
Tags: Customer Experience, Marketing, Business Strategy
10 things you can learn from Disney about creating a magical CX
Steven Van Belleghem
October 15, 2023
Disney is my absolute top favorite company of all times. What started out as a humble animation studio almost exactly 100 years ago, was able to grow into a huge multinational mass media and entertainment conglomerate.
Dear CEO, to understand the customer, you have to become the customer
Steven Van Belleghem
September 25, 2023
A few years back, I had the pleasure of interviewing Duncan Wardle who used to be the Head of Innovation and Creativity at Disney for many years. And he told me one thing that I will never forget, and that some CEOs might perhaps find quite extravagant:
Nike’s Secret Recipe: Unlocking the Magic Behind their Revolutionary CX
Steven Van Belleghem
September 13, 2023
As one of the titans in the sports industry, Nike deeply understands how to create an extraordinary customer experience to connect with its consumers on an exceptionally personal level. The brand has a multi-faceted approach, tackling CX from many sides: from high-tech personalization and holistic lifestyle coaching to robust community building, radical inclusivity, and strategic partnerships.
Three things we can learn from Patagonia’s customer culture
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September 05, 2023
In the hopes of inspiring companies all over the world to make that transition into a bright and shiny diamond,...
The post Three things we can learn from Patagonia’s customer culture appeared first on Steven Van Belleghem.
What CX leaders should know about artificial empathy
Import from wordpress feed
June 27, 2023
It’s complicated First of all, the health sector is pretty notorious for its lack of empathy. Stephen Trzeciak and Anthony...
The post What CX leaders should know about artificial empathy appeared first on Steven Van Belleghem.
First Principles Thinking: The Secret Sauce Behind Apple’s CX Success
Steven Van Belleghem
June 06, 2023
Apple has a reputation for being one of the most innovative and most customer-driven companies out there, but it’s interesting to see that most of their products were not “new” in the sense that no one before them had created something similar. They were ‘only’ new in the sense that they took existing products, stripped them down to their essence and made them 100% simpler, more powerful and more user friendly.
5 ways to create a strong customer centric culture
Steven Van Belleghem
June 06, 2023
Having a customer centric culture is the true north of every successful company out there. But I’m not going to sugarcoat it: it’s not easy to build a culture that always puts the customer first. It takes dedication, leadership, trust, generative listening, continuous improvement and – that’s the good news – celebration.
5 thing we can learn from McDonalds about creating a fantastic customer experience
Steven Van Belleghem
May 26, 2023
When people think about great CX, they might not immediately think about a fast food giant like McDonalds. But they are truly unique in their industry when it comes to using digital assets to create seamless experiences, innovate at the fringes with the technologies of the future, make their supply chain and restaurants more sustainable and create better lives for their employees. Few companies are so agile, flexible and daring when it comes to adapting to changed customer behaviours and a transforming market.
The Offer You Can't Refuse
Lannoo Campus
September 08, 2020
The Offer You Can’t Refuse is named by Forbes as one of the 10 must read business books of 2020!
This last decade has been characterized by the introduction of 4G, social media and mobile services. These technologies have given rise to a new minimum in terms of customer experience. Customers expect ease of use, friendly and empathic staff, omnichannel services and competitive prices. In the years to come, customer experience will reach a whole new level. Naturally, technology (5G, quantum computing, robotics and AI) will play a key role in customer expectations, but it goes way beyond that. Invisible and automatic interfaces will become a necessity but the ultimate ease of use will no longer be enough to come out on top. Automation is but the first step. But what if customers start to have expectations that go beyond convenience? In addition, companies will have to play an active role in their customers’ life journey. As a company how can you help consumers’ dreams come true and eliminate the obstacles in their day-to-day lives? And finally, companies have the opportunity to tackle concrete world problems together with the customer. The world is facing unprecedented challenges: climate, healthcare, government budget deficits, mobility… How can a company involve its customers in the solution to these problems? The combination of automation, being a partner in consumers’ lives and solving actual social issues will be the guiding principles for the successful business of the next decade. For consumers, the combination of all these elements constitutes an offer they can’t refuse.
Tags: Business Strategy, Customer Experience, Customer Loyalty
Customers The Day After Tomorrow
Lannoo Campus
October 10, 2017
Customers the Day after Tomorrow is a story about the future of customer relations in a world of artificial intelligence, automation and bots. In this book, companies find out what the investment axes are to win the heart and business of customers in the next five to ten years.
Tags: Business Strategy, Customer Experience, Customer Loyalty
When Digital becomes Human
Kogan Page
April 08, 2015
There is an urgent need for an extreme transformation of the customer relationship. Customers live in a world of self service, big data, customer automation and the integration of the online & offline world. If your organization fails to implement the digital relation, your future becomes very uncertain. Succeeding in the digital transformation will not be enough. As a consequence of the digital evolution, there is also a need for the human transformation of your customer relationship.
Thinking about the role of humans versus machines, thinking about the role of the warm human touch and considering the power to connect people with people, are the key challenges in this domain. ’When digital becomes human’ is a story about the combination of the digital and the human transformation in your customer strategy. This story will take you on a journey to the future. It is provocative, exciting and scary. Enjoy this amazing view on the future of marketing! When digital becomes human received the award for ‘Best Marketing Book of 2015’.
Tags: Business Strategy, Customer Experience, Customer Loyalty
The conversation Company
Lannoo Campus and Kogan Page
March 01, 2012
The Conversation Company will help your organization become a business in which people are the key driver of growth, sharing engaging content and building the company’s culture and business objectives.
People now expect any brand to have a ‘human’ face and you need to define a clear set of values for both employees and customers, incorporating them in your marketing so that all company communication reflects the DNA of your organization.
The Conversation Company is a story about company culture, the power of word-of-mouth and the role of social media in your organization.
Tags: Business Strategy, Change Management, Marketing
The conversation manager
Lannoo Campus and Kogan Page
March 01, 2010
Mobile devices, new digital technologies and the increasing popularity of social media all contribute to the ever-growing gap between internet-savvy consumers and traditional means of advertising. With the old tried-and-fall behind, need to find novel ways to engage with the new-sprung breed of consumers.
To do this, learning to listen and communicate with your consumers is critical. Based on four years of primary research, the Conversation Manager explains the evolution of the modern consumer and clearly demonstrates why traditional advertising no longer works. Illustrated with an extensive number of examples of advertising campaigns, this book is full of practical tools to help you transform your company strategy and kick-start conversations with your customers.
Tags: Business Strategy, Change Management, Marketing
2 Book Chapters
Chapter in the phoenix and the unicorn
Peter Hinssen
February 03, 2020
This is a book about the Phoenix, about those companies that – just like the mythical bird – are able to rethink themselves in cycles: time and time again they rise from the ashes of the old, and come out stronger than ever before. They are the Walmarts, the Volvos, the Disneys, the Apples, the Microsofts, …
Chapter in the day after tomorrow
Peter Hinssen
February 07, 2017
In ‘The Day After Tomorrow’, Peter writes about an exponentially changing world and its consequences for organizations of Today. He introduces those pioneers who managed to move (way) beyond Tomorrow-thinking in innovation and were able to change the course of entire industries. Above all, he writes about the business models, the organizational structures, the talent, the mindset, the technologies and the cultures needed to maximize our chances for survival in the Day After Tomorrow.
From CX to XC
Steven Van Belleghem
September 08, 2019
Those who’ve read my blogs, listened to my podcasts or follow ‘Steven’s week’, will know that I’ve become exceedingly focused on automated buying, personalized AI platforms and the future of customer experience in these past few months.
I talked and wrote a lot about how AI platforms like Amazon Alexa will change our relationship with customers, when they move in between us: about the impact on our brands, our communication, trusted gatekeepers, marketing to machines, subscription models as a possible solution and the importance of customer reviews. So I thought it would be nice to offer you some inspiration on the matter by bundling and adapting some of my favorite recent blog posts in an e-book. You can download it here.
I hope it will help you figure out what the future of customer experience will look like in the following years and how your company can prepare for that.
Tags: AI, Customer Experience, Digital Transformation
7 Keynotes
Full Keynote: The Future of Customer Experience in B2B markets by Steven Van Belleghem
YouTube
May 31, 2021
The most frequently asked question: Steven, do your models also work in a B2B world?
The short answer: YES!
The long answer: this video
Especially for all my friends in B2B markets I made this video about the future of customer experience in B2B. The story is based on my latest book 'the offer you can't refuse'. This video only contains B2B examples. 100% B2B in customer experience.
Enjoy!
If you like my work, subscribe to my channel.
Check out my Instagram at @StevenVanBelleghem
8 customer experience trends for 2021
Steven Van Belleghem
December 01, 2020
Which customer experience trends will shape 2021? What will CX look like in 2021? If you ask me, these 8 customer experience trends are going to be huge next year. From customers’ mental wellbeing to the scaling of local businesses, and from zero thinking to the added value of entertainment, this is a small taste of what we can expect. Enjoy and let me know what you think!
Best of Steven Van Belleghem 2019
Steven Van Belleghem
January 05, 2020
Welcome guys! This video features the best scenes of Steven Van Belleghem's 2019 keynotes on the future of customer experience. Enjoy!
1. What if the customer is no longer part of the customer journey? - 00:04
2. Escaping the bubble to understand customer value - 02:03
3. Content streaming war: Netflix vs. Disney - 05:44
4. Discovering new companies: Toutiao - 06:59
5. The easy years of digital are over - 09:17
6. The evolution of work - 12:45
7. How Walmart is fighting back against Amazon - 14:07
8. The fantastic digital mindset of Domino's Pizza - 16:26
Don't forget to subscribe if you are interested in more content on the future of marketing & technology!
Tags: Customer Experience, Customer Loyalty, Digital Disruption
Compilation from keynotes in 2019
Steven Van Belleghem
December 01, 2019
The best scenes from 2018 presentations: Keynote speaker Steven Van Belleghem on the Future of customer experience. In 2018, Steven gave more than 100 keynotes in more than 25 countries. His topics are the link between technology and customer experience. His keynote presentations are about the future of customer experience, artificial intelligence and customer experience, and much more.
Please check out these 11 short clips from keynote speaker Steven Van Belleghem on the future of customer experience.
Steven Van Belleghem at the President Obama event in Amsterdam. "Customers the day after tomorrow"
YouTube.com/stevenvanbelleghem
April 04, 2019
On September 28 2018, President Obama came to Amsterdam for a presentation. Steven Van Belleghem was asked to give a keynote presentation at the beginning of the event. Steven shared an update of his 'customers the day after tomorrow' keynote presentation.
Steven his presentation talks about the future of customer experience and customer centricity. He discusses the impact of artificial intelligence (AI) on customer experience.
Steven Van Belleghem is an international keynote speaker. His core expertise is about the future of customer experience. If you would like to see more from Steven, please subscribe to this youtube channel, or check www.stevenvanbelleghem.com.
Tags: Customer Experience, Business Strategy, Customer Loyalty
Dealing with increasing customer expectations
Steven Van Belleghem
March 15, 2017
This was a short keynote in the opera building in Ghent. I talked about the increasing expectations of customers in a world of AI and how to deal with that as a company. Enjoy!
Steven van Belleghem: “I Don’t Believe AI Will Serve as the Ultimate Differentiator for Organisations”
Engage Customer
September 13, 2023
An interview with CX enthusiast and keynote speaker, Steven van Belleghem
In the era of Generative AI, everyone is scrambling to adopt the latest technology to make themselves stand out from the competition. And, while this will certainly make a difference in 2023, we must ask ourselves whether it will continue to serve as a differentiator when everyone adopts it. In an interview, CX enthusiast and bestselling author Steven van Belleghem shared his thoughts, claiming that the true distinguishing factor going forward will be exceptional customer experience. Read the full interview and find out what he thinks about the skills crucial for success in the industry, the key challenges in 2023, and the future of CX.
CMOs: 5 Key CX Trends To Harness In 2022
Forbes
December 31, 2021
I recently met with Steven van Belleghem, one of the world’s leading thought-leaders, speakers and authors on customer experience to discuss what key trends CMO’s and their teams need to be taking seriously as we head into a new year.
six things leaders are getting wrong about digital transformation
https://www.forbes.com/sites/sallypercy/2021/11/17/six-things-leaders-are-getting-wrong-about-digital-transformation/?sh=673107cc14b8
November 17, 2021
The offer you can't refuse
TelePerformance
April 28, 2021
We are in hard times! Even though we are on the road to this new normal, we see companies struggling to keep their head above the water. According to Steven van Belleghem, "March 2020 was the biggest digital transformation course the world has ever seen", and we're living a completely different life, where business and consumers are still adjusting their approach. Many companies saw opportunities to transform the way they ran their business and stood out. In this podcast, Steven highlighted the top-three elements companies need to establish to give their customers an offer they can refuse neither today nor post-pandemic. He also shared highlights on business evolution in the past months and the best adoption performed by companies across the globe.
Radar - by nexxworks: $200B for AI, China’s Robot Boom & Super Bowl’s Best Ads
Nexxworks
February 28, 2025
In this month’s episode of Radar by nexxworks, Steven Van Belleghem, Pascal Coppens, and Peter Hinssen dive into some of the biggest shifts happening in AI, robotics, and marketing. From Europe’s bold AI ambitions to China’s resurging entrepreneurship, and even a discussion on how AI is hurting customer service.
Radar - by nexxworks: TikTok’s Ban, The Thermomix Strategy, and Tech’s Trump-Era Shift
Nexxworks
January 23, 2025
In this episode of Radar by nexxworks, Steven van Belleghem, Pascal Coppens, and Peter Hinssen unpack the TikTok ban and its surprising aftermath, a groundbreaking move in AI by DeepSeek, the unexpected marketing lessons from a kitchen gadget, and how politics is steering big tech in new directions.
Radar - by nexxworks: War Tech, AI Ads, and China’s Flying Taxis + What’s Coming in 2025?
Nexxworks
December 13, 2024
In this episode of Radar by nexxworks, we unpack the transformative tech shifts of 2024 and explore what’s next, from AI revolutionizing creativity to China’s rise as a global tech leader shaping the future.
by nexxworks: South Korea’s Global Influence, US Elections 2024 & Tech Leadership | November 2024
Nexxworks
November 15, 2024
In this latest Radar Podcast episode, Steven Van Belleghem, Peter Hinssen, and Pascal Coppens take a deep dive into the driving forces behind South Korea's emergence as a global leader in technology and culture, alongside the evolving dynamics of the US-China relationship.
by nexxworks: Google Antitrust, LA’s luxury Retail, and China’s Energy Shift | September 2024
Nexxworks
September 20, 2024
In this episode, we dive into the recent ruling declaring Google an illegal monopoly, the potential for breaking up the tech giant, and the role of AI in reshaping the search landscape. We also explore China’s antitrust crackdown and its rapid energy transition toward renewables and nuclear power. Lastly, we compare two unique retail concepts: LA’s luxury Erewhon Market and Foodbanks Canada’s initiative to create a dignified, retail-like experience for those in need. Tune in for insights on tech, innovation, and creating positive impact through customer experience.
Radar - by nexxworks June 2024
Nexxworks
June 26, 2024
In this episode of Radar, Steven, Pascal, and Peter discuss their experiences during the keynote speaking season and the rise of AI. They also explore the success story of Octopus Energy, a UK-based energy company that combines innovative technology with exceptional customer service. The conversation then shifts to the conflict between Europe and China in the EV market, with the European Union imposing tariffs on Chinese EV imports due to unfair competition.
Radar - by nexxworks March 2024
Nexxworks
March 08, 2024
Join your hosts Steven Van Belleghem, Peter Hinssen, Pascal Coppens, and special guest and AI expert Geertrui Mieke De Ketelaere as they talk about customer experience at the Miami Beach Police Department, Chinese innovation and technology at the Mobile World Congress, the Challenge of Human Behavior and Technology and much more!
The nexxworks podcast with Steven Van Belleghem, Peter Hinssen, Pascal Coppens and guests!
Nexxworks
January 25, 2024
For the first episode op 2024, our tried and trusted hosts invite a special guest! Elke Geraerts, professor in psychology and CEO of Better Minds At Work.
The four of them give their predictions for 2024, talk about AI vs AI (Authentic Intelligence), the Magnificent 7 of the stock market, Chinese flying cars and cruise ships as well as CES.
Radar - by nexxworks December
Nexxworks
December 20, 2023
First things first. We say goodbye to long time Radar member and nexxworks employee Laurence Van Elegem. She's the one who started the podcast at nexxworks and features on most episodes since February 2021. Thanks for the years of dedication Laurence!
Tags: Digital Transformation, Digital Disruption, Innovation
10 most Frequently Asked Questions of customer experience
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February 03, 2021
People have asked me thousands of questions about customer experience over the years. And I thought this would be a nice time to put the most popular ones together. So here you go: the 10 most frequently asked customer experience questions!
My 12 golden guidelines for CX
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January 28, 2021
What should every company keep in mind, when trying to build the ultimate customer experience? Here are my 12 golden guidelines for creating a fantastic customer experience.
Special guest appearance: Matthew Brennan
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January 04, 2021
Matthew is a speaker and writer focusing on Chinese mobile technology and innovation. In particular, he’s known for analysis of social e-commerce and WeChat, China’s famous super app.
Enjoy our conversation!
The future of technology with Steven Van Belleghem
Developer weekly podcast
December 23, 2020
This episode is brought to you by me. If you like this show and want to support it, please visit my courses on Pluralsight and buy my new book "200 Things Developers Should Know", which is about Programming, Career, Troubleshooting, Dealing with Managers, Health, and much more. You can find my Pluralsight courses and the book at www.developerweeklypodcast.com/About
Steven believes in a bright future where companies play the long-term game with their customers. His passion is spreading ideas about the future of customer experience. Steven believes in the combination of common sense, new technologies, an empathic human touch, playing the long-term game and taking your social responsibility to win the hearts and business of customers over and over again.
Steven is the author of multiple international bestselling books including ‘The Conversation Manager’, ‘When Digital Becomes Human’, ‘Customers the Day after Tomorrow’, ‘The Offer You Can’t Refuse’.
8 CX Trends for 2021, by Steven Van Belleghem
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December 07, 2020
Which customer experience trends will shape 2021? If you ask me, these 8 trends are going to be huge next year. From customers’ mental wellbeing to the scaling of local businesses, and from zero thinking to the added value of entertainment, this is a small taste of what we can expect. Enjoy and le
Steven’s week 185: News about DeepMind scientific breakthrough, Facebook buys Kustomer and more!
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December 04, 2020
Welcome everyone! In this week's episode: Google’s DeepMind AI reaches a breakthrough as it can determine 3D shapes of proteins, Facebook acquires customer service platform Kustomer, digital channels represent more than half of US ad spendings and Facebook rebrands Libra cryptocurrency to Diem. En
Digital Excellence podcast
digital excellence podcast
December 02, 2020
n this Thinkers50 Brightline Initiative Podcast, Stuart Crainer interviews Steven Van Belleghem, author of Customers The Day After Tomorrow, The Conversation Manager and When Digital Becomes Human. The two discuss how to attract customers in a world of AI, bots and automation.
Crainer posits that customers have almost become products in today's business environment. Van Belleghem explains that in the age of Big Data, the shift was inevitable. He argues that we have moved past the age of mobile first to the age of AI first, and that we have the . . .
Steven’s week 184: News about Bring Back Friday at Ikea, virtual healthcare and more!
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November 27, 2020
Hey everyone! This week, I share interesting stories about Ikea’s wonderful Bring Back Friday action, virtual healthcare appointments which seem to be here to stay, and an amazingly realistic AI news anchor on South Korean tv. Hope you like it!
Steven’s week 183: News about Google Pay's major make-over, social commerce booming and more!
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November 20, 2020
Hi everyone! This week I discuss Google Pay's major make-over, how social commerce has skyrocketed in 2020, why Spotify acquires podcast company Megaphone and how the Netflix series The Queen’s Gambit is causing a major chess revival.
Steven’s week 182: News about Apple Watch data, China watching big tech and more!
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November 13, 2020
This week I’m talking about how Apple Watch is proving to be an excellent tool for medical recovery follow-ups, China is keeping a close eye on the growth of its big tech companies, Singles Day sales reached € 48 billion in just 30 minutes and JBC brings a digital Sinterklaas to Belgian kids. En
Steven’s week 181: News about... fake news, Pokémon Go, Burger King supports McDonald's and more!
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November 06, 2020
Hey guys! In this week’s show: social media working overtime to counter fake election news, Pokémon Go is still alive and kicking in 2020, Burger King campaign wants people to support McDonald's, the Facebook ad ban is not affecting the company’s financial results at all, and my first thriller
Steven’s week 180: News about Shopify & TikTok collaboration, Instacart spectacular growth and more!
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October 30, 2020
Hey everyone! This week I talk about the Shopify & TikTok partnership that marks a new step in social commerce, Instacart’s growth embodies a new high in online groceries and the Alibaba spin-off Ant Financial Services achieves the largest IPO ever! Stay safe and see you next week.
The offer you can't refuse
Steven Van Belleghem
September 15, 2020
Steven Van Belleghem launched a new book about the future of customer experience. The title of Steven his new book is 'The Offer You Can't Refuse'. In this video, Steven shares the key message of this new story: he talks about the future of customer experience and inspires people to bring their customers an offer they can't refuse.
What does the Offer You Can’t Refuse stand for? It’s all about deleting boundaries for your customers and finding ways to create a perfect transaction. We are at the beginning of a new chapter in customer experience and customer service, where companies are becoming a partner in life and digital convenience is the new normal.
When Digital Become Human
Steven Van Belleghem
October 17, 2018
This is a full keynote based on the story of my latest book 'when digital becomes human'. Presented this on the biggest retail conference in Istanbul. Enjoy!
2022 Predictions for Digital Marketing
Thinkers360
November 22, 2021
This past year, NFTs have become a real hype. If you’re not familiar with the concept: they are ‘one-of-a-kind’ assets in the digital world that can be bought and sold like any other piece of property but lack a tangible form of their own. People really started to notice the phenomenon with the sale of Mike Winkelmann’s – aka Beeple’s – digital piece of art ‘EVERYDAYS: THE FIRST 5000 DAYS’ for a whopping $69,346,250. And then or course there was Jack Dorsey, CEO of Twitter and Square, who sold his first tweet “just setting up my twttr” as an NFT for over $2.9 million.
The NFT trend is still mostly a gimmick but I believe that they hold the promise to move beyond the current ‘exciting’ collectibles phase and fundamentally change the customer loyalty landscape. The reason is that they can hold smart contracts, which could play an important role in boosting customer engagement. Kings of Leon, for instance, were the first band to release an album as an NFT and their tokens - also including 18 unique-looking golden tickets - unlock special perks like limited-edition vinyl and front row seats to future concerts. Not surprisingly, CX guru Gary V, is also experimenting heavily with this: his VeeFriends collection of NFT animal drawings includes a smart contract offering, for instance, exclusive access to his events.
But the most interesting potential of NFTs truly lies in the concept of branded economies, which could trigger a genuine paradigm shift in customer loyalty. Today, most loyalty systems are out of balance: we all know that more benefits go to the company than to the customer. NFTs, on the other hand, will involve the customers a lot more, who will then become part of the journey. For instance, as a frequent flyer, if I had an NFT stake in a company, we will both have a shared interest instead of contradictory ones. If the company does well, the value of the NFT will rise and then I will do well too. If they win, I win. If they lose, I do too. And so, as a customer, I benefit when the brand performs better, making me an ambassador.
Keep an eye on NFTs. They have extraordinary potential to disrupt the future of marketing.
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