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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).
5 non-obvious CX-driven companies that have expanded their influence sphere
Steven Van Belleghem
March 20, 2023
For the past few weeks, I have been working on my next book on customer experience and one of the things I most loved writing about is how the influence zone of brands is increasing.
Traditionally, brands were really focused on acting within the influence sphere of their own company and their own industry. They tended to merely monitor what was happening on a macro kind of level, but not really act on it. Today, you see that this is completely changing, especially after some of this year’s more impactful geopolitical events. Brands no longer have the “luxury” of ignoring the outside world. Customers expect them to help solve global problems. Of course we all know the usual suspect examples like Nike (and Colin Kaepernick), Patagonia, Orsted, Danone or Interface, but I really wanted to dig up some fresh, non-obvious company cases.
My favourite customer experience metaphor ever: The Oxpecker and the Rhino
Steven Van Belleghem
March 15, 2023
In my last book, The Offer You Can’t Refuse, I described how companies ought to invest in three different axes – on top of offering a great product or service, obviously, which is a given – in order to be able to react in an appropriate manner to the new generation of customer expectations:
Tags: Customer Experience, Digital Transformation, Marketing
Why the supplier experience is crucial for creating fantastic CX
Steven van Belleghem
February 27, 2023
Though there is so much CX-related content available about the benefits of treating your employees and your customers right, somehow the relationship with suppliers seems to be underdocumented. It’s something we take for granted. As if suppliers can only be viewed in terms of efficiency and cost cutting, with very little regard for the people behind these companies and the impact that squeezing their budgets to a minimum has on the end customers.
Why you need to train your team in the basics of customer experience communication
Steven Van Belleghem
February 14, 2023
Today, all of us are feeling the pressure of the market. There is scarcity in terms of all kinds of resources. Buying power is drastically going down. Customers are worried about their budgets, society, geopolitical imbalance and the environment. That means that the role of customer experience will only keep expanding. And that’s why I believe that it’s more necessary than ever to train your team in the basics of CX communication.
Why the “Peter Principle in Technology” is crucial for building great CX
Steven Van Belleghem
February 03, 2023
Lately, I’ve been obsessed with the Peter Principle. For those of you who need a reminder: it observes that employees tend to be promoted in an organization to their level of incompetence. In other words, at some point, employees will reach a level of responsibility that they are not capable of handling, which then will lead to a decrease in performance. But it’s not the employee part that I want to talk about, I want to address the limits of technology in an evolving world.
The Never Normal Customer
Steven Van Belleghem
January 31, 2023
My friend and Business Partner Peter Hinssen has been talking and writing a lot about the Never Normal for the past few years. The concept first started out as a play on words on his book the New Normal which explained how digital was becoming the new normal, about 10 years ago. But post-pandemic, it took on a whole new meaning, referring to an era of great volatility, uncertainty and unpredictability under the continuous threat of seismic shocks and ensuing systemic shifts. An era in which we find ourselves in a continuous cycle of change and adaptation.
How to foster and “open door button” culture in CX
Steven Van Belleghem
January 24, 2023
I want to illustrate with two incidents in everyone’s “favorite” places in international travel, which can really teach people a lot about customer experience and empathy: customs and security. A couple of months ago, I found myself in a German airport, having flown in from Thailand and on my way to a connecting flight to home. However, my incoming flight was late, and when I got off the plane, boarding had already started. Being in such a rush, I asked the security guard – I think very politely – if he could help me to move through security in a faster way, seeing that my flight was already boarding and there were a lot of people before me. But my somewhat desperate appeal seemed to have triggered something in him and had the total opposite effect as a result. In fact, he did pretty much whatever he could to make sure that I would miss that flight. He performed extra security controls, really dove into all of my bags and it took so long that I did miss my flight. That’s situation A.
13 of the most popular Customer Experience blogs
Steven Van Belleghem
January 17, 2023
I am always looking for interesting sources to update my customer experience knowledge. To kick start 2023, here you can find some of my favorite customer experience blogs. If I miss someone, please let me know.
15 free trend reports from big brands to inspire your 2023 CX strategy
Steven Van Belleghem
January 10, 2023
As I’ve been working on my next business book about CX, I’ve done a lot of research in the past few weeks and bumped into a lot of interesting trend reports. To offer some inspiration and to help you with your good intentions for the New Year, here are 15 trend reports of some of the most renowned and respected brands:
The most common mistake in building an Offer You Can’t Refuse
Steven Van Belleghem
December 19, 2022
These are difficult times for both companies and individuals. Post-pandemic, mid Russo-Ukranian war, mid climate crisis, mid new cold war, we’ve been dealing with some pretty big challenges like inflation, soaring energy prices, supply chain problems, raw material shortages, water deficit etc.
And so it’s no surprise that customers are turning towards companies and expecting them to do well for society. They want them to use their power, their talent and their resources to create positive change for the world. That’s why, for instance, we see an increasing amount of companies moving into really useful industries like healthcare, climate tech or education. Their value proposition is transcending their product and service and moving into a broader realm of influence: that of nature and society. And this approach works really well if you include your customers in that story.
Why customer culture has replaced technology as the holy grail
Steven Van Belleghem
December 05, 2022
As you know, I’m a big fan of how technology can really enhance the user experience and boost the convenience to a maximum. But I also feel that many of the technologies that we have all been so excited about in the past couple of years are currently bouncing against some sort of 90% barrier of expectation. Let me explain. Each of these emerging technologies – like AI, VR, IoT, 5G etc. – promised amazing features and benefits. And, on many aspects, they diddeliver amazing results. But in many other domains, there is still a huge gap between the cool experiments and a truly convenient customer experience. Just think about hotel adverts following you like a drunk barfly over every website you visit, while you already recently booked that hotel.
10 Customer Experience for 2023 (and beyond)
Steven Van Belleghem
November 28, 2022
These are difficult times for consumers, companies and their employees. The post-pandemic and politically unstable world of recession has an impact on many. It is no wonder that we see quite a few companies making hard decisions and looking into cost cutting. That’s only normal in the current context. But I also believe that the type of budget cuts which result in a decreased customer experience are extremely dangerous. Because your competitors may not have made the same decisions. And because CX is not something that you can turn on and off like Christmas tree without suffering some major consequences.
6 ways in which B2B companies can become better at CX
Steven Van Belleghem
October 25, 2022
I have quite a few B2B customers and one of things that they always like to tell me is this: “We love your examples, Steven, but what works in B2C does not work in B2B”. Well, that may be true in some situations, but I truly believe that this should not be an excuse to neglect the customer experience if you are in B2B. Especially now that all companies – and thus all B2B customers – are under a lot of pressure with customer spending going down and energy and raw material prices going up.
Why it’s smart to start experimenting in the metaverse now
Steven Van Belleghem
October 18, 2022
Netflix has recently joined the Decentraland metaverse by launching a replica of a maze found in its recent film, “The Gray Man”, starring Ryan Gosling. As of 2023 the Seoul Lantern Festival will be held in the metaverse so that anyone in the world can join. Italian luxury fashion house Prada recently livestreamed its Fall 2022 collection within the interactive realms of “Meta Ziwu” a virtual space in Baidu’s metaverse social app XiRang.
You are (probably) not a tech company
Steven Van Belleghem
October 11, 2022
In the last 10 years, since the stellar rise of the Big Tech companies, also known as the FANG (Facebook, Amazon, Netflix and Google), more and more companies started to identify themselves as technology or data companies too. It really became “a thing”, remember: business people claiming that “everyone is a data company” or “everyone is a technology company”.
10 ways to keep delighting your customers when your budgets are under pressure
Steven Van Belleghem
October 05, 2022
These are turbulent times. Customers have less money to spend, budgets are tight, and marketing departments – like many others – are under a lot of pressure. (It’s why we are organizing a CX Under Pressure Tour in LA in March, by the way). I see companies around me making some really hard decisions, not always to the advantage of the customers. And I do understand that. But I also believe that now, more than ever, is the time to invest in customer experience. Because it’s important to realize that upgrading your CX is not only about hugely expensive AI projects or costly product investments.
Tags: Customer Experience, Marketing, Digital Twins
How optimism and positivity can help you create a better CX
Steven Van Belleghem
September 28, 2022
The past few years have been difficult in many aspects: we’ve experienced a pandemic and the impact of global warming seems to become a lot more tangible, while the war in the Ukraine triggered an energy, a food security and a raw materials crisis. And all of this, combined with other forces like geopolitical power shifts, has us headed in the direction of difficult times, if not a recession.
Why it’s time to TikTok-ise your interfaces
Steven Van Belleghem
September 21, 2022
I’ve talked and written a lot about the importance of digital interfaces in CX over the past years: about ultra-convenience, the zero interface (like the Amazon Go stores) and – more recently – the enhanced interfaces of the metaverse. The reason why I attach so much importance to them is because digital interfaces are an absolute crucial part of your customer relations: they are the portal through which your company interacts with them.
The Top Gun Effect in Customer Experience
Steven Van Belleghem
September 05, 2022
As I’m writing this piece, ‘Top Gun: Maverick’ has made more than 1.2 billion dollars worldwide, turning it into Paramount’s biggest worldwide blockbuster ever and one of the best performing and highest-grossing movies of all time. It’s also the most successful Tom Cruise movie in history, and it has been receiving extremely high feedback and review scores. People have been lauding it as the film that “reignited the box office.” And like many others, my family and I went to see it – twice! – and we were super-excited about what we saw. In fact, it was a long time ago that I have been so thrilled to be in the movie theater. I actually thought this edition was even better than the first one.
10 fantastic examples of the Top Gun effect in CX
Steven Van Belleghem
September 05, 2022
When I went to see Top Gun 2 with my family, and we loved it so much that we went to see it a second time, this experience really got stuck in the part of my brain where I gather all of my favorite pieces of CX. It got me thinking: “why is this movie so hugely successful?”. And my conclusion was that it was “just” easy, simple and old-fashioned ‘feel good’ done right. Read more about what I came to call “the top gun effect” here, if you’re interested.
How Lululemon is rethinking customer loyalty
Steven Van Belleghem
June 27, 2022
Customer loyalty used to be all about saving points. There was this simple dynamic where, for instance, you bought 10 pieces of bread and then you received the 11th one for free. Today, customers no longer accept this unbalanced approach. They want companies to keep earning the right for their customers to stay loyal.
This is what needs to happen before the golden age of Web3 and the metaverse
Steven Van Belleghem
June 20, 2022
I’ve been thinking and writing a lot about Web3 and the metaverse for the past few months, mostly about their potential, which I believe could be huge. But this week, I will write something that is a bit more critical. The reason why is because we’ve seen a number of things happening in the last month that also show a more challenging side of this technology. And we will need to fix that before these technologies can really take off.
How to deal with customer experience in times of inflation
Steven Van Belleghem
June 13, 2022
One of the questions I got asked most often in the past weeks and months is “Steven, how do we deal with customer experience in times of high inflation?”. It’s a very relevant issue, of course, as we are all dealing with a context where customers are very mindful and careful about spending their money, and where.
What blockchain could mean for customer experience
Steven Van Belleghem
June 07, 2022
I have written and spoken quite a lot about the concept of ‘friction hunting’ over the past years and I still believe that it’s a really important part of creating a fantastic customer experience: friction always results in customer frustration of some kind which, as an organization, you have to avoid at all cost.
10 ways commodity businesses can use fantastic CX to become unique again
Steven Van Belleghem
May 30, 2022
One of the questions I receive the most is “Steven, how can we possibly differentiate ourselves if we’re active in a commodity business?”. These are the types of companies selling completely interchangeable products like coffee, energy, bleach, electrical cables or toilet paper. My reaction is always the same. I invert the question and ask them “is there really such a thing as a commodity business?”. Because, really, isn’t commoditizing something that happens when we lose our uniqueness because we allowed ourselves to become boring and fungible (which is a fancy word for interchangeable)?
How Web3 will force brands to redefine value for customers
Steven Van Belleghem
May 09, 2022
As you all know, I have been deeply fascinated by the rising phenomenon of Web3 and one of the things I have come to realize in the past weeks, is that it will definitely force brands to redefine the amount of value that they owe to customers.
“Start every day with CX!” My interview with Tom Roelens about the amazing CX at his hotel the Atlantis Resorts and Residences Dubai
Steven Van Belleghem
May 03, 2022
At the end of 2021, my family and I spent a memorable holiday at the iconic ‘Atlantis The Palm’ hotel in Dubai. I was so overwhelmed by their impressive focus on customer experience that I wanted to discuss the case on my show “The CX podcast” with fellow Belgian and Senior Vice President, Operations and General Manager at the Atlantis Resorts and Residences Dubai, Tom Roelens.
Two fantastic “Saving the World” customer experience cases in Los Angeles
Steven Van Belleghem
April 26, 2022
As you might have seen on my social media accounts, I recently went on an innovation tour in LA – designed by my company nexxworks – to experience the future of customer experience. Obviously we visited many companies in the realms of Web3, the metaverse and AR, which were super-impressive (especially Snap Inc.), but my absolute favourite stories were those of companies with a very powerful “Saving the world” mission, as described in my most recent business book ‘The Offer You Can’t Refuse”. So I really wanted to share two company stories with you that are – both in their very own way – about trying to make the world a better place.
These are the 5 customer benefits of Web3
Steven Van Belleghem
April 21, 2022
I’ve been reading a lot about Web3 for the past weeks, a subject that really intrigues me. So much so, in fact, that I’m organizing a tour about it with nexxworks and Peter Hinssen in May, but that’s a different story. What I want to write about today, is about the intersection between my own passion – CX – and this trending technology. So be sure to stick around if you’re eager to find out what the customer benefits are of Web3.
Why we’ll evolve from zero interface to enhanced interface
Steven Van Belleghem
March 28, 2022
In the past few years I wrote quite a lot about effortless customer interfaces. I still strongly believe that if you want to be successful as a company, you need to go for a zero customer effort in every phase of the customer journey. And if you look back to the past decade, this is exactly how companies Uber, Airbnb, Domino’s and Amazon became a big hit because they simply excelled in customer convenience. Think of the Amazon Go stores, where you can just walk in and out with your products. Or Domino’s “Zero-Click Ordering App”, which relies on the consumer’s personalised profile to place an order without requiring a single click.
Why going to the customer is the next frontier
Steven Van Belleghem
March 24, 2022
Be where the customer is. It sounds really obvious, right? But if you think about what we’ve been doing in the world of marketing and customer experience for the last couple decades, the opposite actually happened. We invested our entire marketing budget in luring the customers to us: attracting them to our stores, our events, our websites, our social media channels etc.
“The next frontier of shopping is the home!” My interview with Ron Johnson, CEO of Enjoy and Apple store inventor
Steven Van Belleghem
March 11, 2022
I recently had the honour of interviewing the absolute legend of CX, Ron Johnson, for my podcast and I want to share the highlights of our conversation here on my blog as well.
For those of you who don’t know Ron: he’s the Co-Founder and CEO of Enjoy, one of the most fascinating CX-driven organizations I had to pleasure to encounter in the past months. Previously, he served as the CEO of JCPenney, the Senior Vice President of Retail at Apple and the Vice President of Merchandising at Target Corporation. If you’re a big fan of the Apple stores, like me and my two sons, you’ll be impressed to hear that he was the one in charge of designing their vision and experience.
Opportunities and challenges of marketing in the metaverse
Steven Van Belleghem
February 23, 2022
If you follow me on my social media channels, you may have noticed that I have been posting some pieces about marketing and CX in the metaverse for the past weeks. Check my blog for other posts if you’re as intrigued by the phenomena as I am. Today, I want to write about the opportunities and challenges of the metaverse, in the hope of helping you reap the benefits when you start experimenting with it.
10 brands that have built awesome experiences in the metaverse
Steven Van Belleghem
February 17, 2022
I’ve been doing quite some research on the metaverse over the past few weeks. Recently, I published this piece about “What marketing in the metaverse will look like”, presenting all the different use cases I had come across. Today, I want to share a selection of very different brands – from art auction houses to car manufactures, brewing companies and luxury goods – that have built very creative experiences in the metaverse for their customers. It’s also pretty interesting to see that a lot of brands are creating hybrid projects, making a bridge between real life products, services and events and the VR/AR ones. In other words: what happens in the metaverse, does not always stay in the metaverse.
What marketing in the metaverse will look like
Steven Van Belleghem
February 07, 2022
If there is one thing we know about the metaverse, it is that people have very mixed feelings about it. Mark Zuckerberg, who is betting big on the phenomenon and even renamed his company from Facebook to Meta calls it “embodied internet, where instead of just viewing content—you are in it”. To him, and many others, it’s the next phase of the internet: an open, interoperable, immersive, interactive, 3D, collective and shared virtual space where users can watch movies, travel, go to concerts, meet friends, shop and work together. Zuckerberg believes it will not only be accessible through VR and AR headsets, but also through mobile devices, desktops, and games consoles.
Is Customer Feedback Overrated?
Steven Van Belleghem
January 31, 2022
During my career as a CX expert, I have met a lot of customers and audience members who truly believe that customer feedback is overrated. You will probably be familiar with the quote that they tend to use to convince others of that fact. It’s of course the one from Henry Ford who once claimed “If I had asked people what they wanted, they would have said faster horses”.
10 Tips to improve customer service communication
LinkedIn
January 26, 2022
Over the last couple of decades, I have worked with companies all over the world to help them to develop their customer experience strategies. It is always interesting to see how each and every company approaches customer experience in a different way, but there are some key ingredients that make certain brands become truly outstanding in the eyes of their customers.
What showing empathy for your customers really means
Steven Van Belleghem
January 19, 2022
Many companies I encounter tend to focus too much on processes. Don’t get me wrong, you obviously need a good process to help your customers and fulfill their expectations to the utmost. But, there are also too many companies that believe that excellence in processes equals customer centricity. And it really doesn’t. If you have to move someone from location A to location B, getting them there is just a minimum requirement, a good process. How they feel during that time from A to B, that’s what the real customer experience is. So brands need to figure out how they can build something powerful and extraordinary on top of the process to create a great customer experience.
62 of the best quotes about customer experience
Steven Van Belleghem
January 10, 2022
Always looking for original and creative insights about customer experience for my content channels, books and keynotes, I often come across motivating quotes from peers about how to better treat customers. Today, I wanted to offer you some inspiration with my top favourite quotes in the matter.
My interview with Jeremiah Owyang: Brands are using NFTs to Drive Customer Engagement and Loyalty for their CX Strategy
Steven Van Belleghem
December 14, 2021
As you all know, I have been deeply fascinated by the NFT (Non fungible tokens) trend for these past few months, believing that – although we are still very much in the hype phase at this moment – it holds incredible potential for changing the game of customer loyalty, through a new concept that I like to call branded economies (read my piece about that here). Another big believer in the potential of NFTs is my friend Jeremiah Owyang who’s a Tech Analyst at Kaleido Insights and whom we visited many times with our nexxworks innovation tours. Always deeply interested by the insights and vision of Jeremiah and his team, I decided to pick his brain about the matter in an in-debt interview. For those who are new to NFTs, I would advise to first read this primer from the Verge which Jeremiah recommended.
The 2022 Customer Experience Predictions from 10 international top CX experts
Steven Van Belleghem
December 06, 2021
Every end of year, I do two things: I take the time to think about what could be the biggest trends in CX for the coming years (you can read about that here) and I ask my extended network that very same question, which is what you will read below.
10 Customer Experience trends for 2022
Steven Van Belleghem
December 01, 2021
As some of you may know, at the end of the year I like to look ahead to the coming year(s) to try to predict which scenarios have the potential of disrupting the world of marketing and CX. There are many more, of course, some of which that are not exactly new but that still have a lot of influence (like companies stepping outside of the boundaries of their industry, very often in healthcare and finance), but to me the 10 listed below hold the greatest potential for the future right now:
How NFTs could change customer loyalty completely
Steven Van Belleghem
November 26, 2021
I’ve been thinking about NFTs a lot these days, because – though they still very much reside in a hype phase – they seem to be holding so much potential. I truly believe that the day will come that they will move beyond the collectibles phase and deeply change the game in customer loyalty. Let me explain.
3 steps to creating a great customer experience strategy
Steven Van Belleghem
November 22, 2021
One of the most popular questions in my conversations with decision makers has to be about setting up a successful CX strategy. I always advise them to go way beyond the common sense of “We put the customer at the center of everything we do”. The real answer lies at the intersection between your customers, your employees and the vision that binds everything together. Any solid CX strategy ought to integrate this fundamental 3-step approach:
Some surprising statistics about customer loyalty and my Offer You Can’t Refuse model
Steven Van Belleghem
November 16, 2021
SRM is a leading advisory business with a focus on financial services operating across Northern America and in Europe. I’m proud to be a part of their international advisory board and so I wanted to share their most recent consumer research into how the pandemic has changed customer loyalty in the US and the UK, with some pretty surprising differences between both.
How can product innovation be done in a more customer-centric way
Steven Van Belleghem
November 15, 2021
Innovation is essential, but it’s also really hard. The unfortunate truth is that there are more failures than successes in the matter. One of the biggest reasons is that companies tend to organize their innovation from within, looking at their own talent pool, logistics, production abilities etc. If they want their innovation endeavors to be more effective, they will need to figure out a way to become way more customer centric in their innovation approach.
How can you empower your employees to become more customer centric?
Steven Van Belleghem
November 08, 2021
It has always been my firm belief that you cannot expect employees to be highly customer centric, if each of their movements are heavily scripted and they need permission for every contact moment that is ‘out of the ordinary’. In fact, the most beautiful CX moments, are those that are spontaneous and deeply human. And though you cannot control that kind of spontaneity, you can create a culture and an environment that does enable this kind of fantastic customer centricity.
Tags: Customer Experience, Leadership, Business Strategy
What we can learn about e-commerce “twins” Amazon and Alibaba about CX
Steven Van Belleghem
October 25, 2021
You may have already noticed that Pascal Coppens and I have launched a series of Youtube clips where we compare similar Western and Chinese technology giants.
5 CX lessons we can learn from Chinese travel leader trip.com
Steven Van Belleghem
October 11, 2021
Even though they are barely known in the West, trip.com (formerly Ctrip) are the biggest travel agency in China with about a million daily active users and almost 50% of their customers from overseas. Though the latter changed dramatically with the pandemic, of course, they are still the number one in China. Their ambition is to become the number one globally before 2025. And it seems that they are well on their way, as they are close to overshadowing both booking.com or Expedia.
Tags: Customer Experience, Leadership, Business Strategy
7 things you can learn from Walmart about CX
Steven Van Belleghem
September 29, 2021
Every last person working in marketing and customer experience knows about Walmart founder Sam Walton’s legendary quote: “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” It’s a fantastic illustration of Walmart’s incredible journey of growth and reinvention, always driven by the ever evolving customer. And it’s also why I wanted to investigate here how Walmart keeps transforming itself to keep offering a better CX.
How can you convince your senior leadership to invest more in customer experience?
Steven Van Belleghem
September 23, 2021
Over the years, I’ve encountered many CX experts who struggled with convincing their senior leadership to invest more in customer experience. We all know that many company leaders say that the “customer comes first”, but at the end of the day, they are unfortunately often a lot more worried about tapping into new markets, sales, talent management or process optimalization. That’s understandable, but all of these things are part of a closed circle with the customer at the center and if that “heart” is not beating properly, all the rest will collapse too. I have to admit that I was surprised to read that – according to a Pega Systems study – only 35% of businesses have a C-level sponsor for CX and in 36% of companies, it’s led at the director level or below. It’s safe to say that we need to upgrade this number.
Five things we can learn about customer experience from Starbucks
Steven Van Belleghem
September 20, 2021
I think it’s safe to say that Starbucks is a true love brand, with fans all over the world being genuinely happy when they find their favourite drink in a foreign city. That’s not a coincidence, of course. Starbucks worked hard to get where it is today – almost 33.000 cafes globally, about half of which outside the US, in 83 countries in total – and it works even harder to maintain that position in a pandemic world where retail and touch have been severely under threat. It goes without saying that their customer experience obsession has played an enormous part here.
Three questions to find out if you’re really customer centric?
Steven Van Belleghem
September 06, 2021
“How can I know if we’re really customer centric?”: it’s a question, I’ve been wanting to address for a while now on this blog, because I’ve been asked this so many times. As with many things in life, there are multiple ways to address this inquiry, of course. You can use your customer satisfaction scores as a compass. You could let your net promoter score (NPS) guide you. Or you can even ask yourself if your rewarding system is linked with your customer satisfaction. And indeed, those are all very valid points to look at.
Four cool customer experience (CX) cases you probably didn’t know yet (episode 11)
Steven Van Belleghem
June 24, 2021
On my Instagram (@StevenVanBelleghem) I started with a new content flow. On Tuesday and Thursday, I share a fun customer experience fact about some of the best known companies out there. I love those anecdotes because it tells us a lot about the culture of those organizations. On my blog, I will share some of the highlights every two weeks. Hope you will enjoy them.
Four cool CX stories you probably didn’t know yet (episode 10)
Steven Van Belleghem
June 16, 2021
On my Instagram (@StevenVanBelleghem) I started with a new content flow. On Tuesday and Thursday, I share a fun customer experience fact about some of the best known companies out there. I love those anecdotes because it tells us a lot about the culture of those organizations. On my blog, I will share some of the highlights every two weeks. Hope you will enjoy them.
The 5 ways that Amazon is building a fantastic customer experience
Steven Van Belleghem
June 07, 2021
Few companies excel more at creating a phenomenal customer experience than Amazon. It’s one of the reasons why the company was able to grow into the largest Internet company by revenue in the world and the second largest private employer in the United States. But the truth is that, under the leadership of its Founder Jeff Bezos, it has worked incredibly hard to reach its success, always staying true to its vision of becoming “Earth’s most customer-centric company.”
Four Cool Customer Experience case that you probably didn’t know yet (episode 9)
Steven Van Belleghem
May 31, 2021
On my Instagram (@StevenVanBelleghem) I started with a new content flow. On Tuesday and Thursday, I share a fun customer experience fact about some of the best known companies out there. I love those anecdotes because it tells us a lot about the culture of those organizations. On my blog, I will share some of the highlights every two weeks. Hope you will enjoy them.
The 7 habits of highly effective CX leaders
Steven Van Belleghem
May 25, 2021
Stephen R. Covey’s bestseller ‘The 7 Habits of Highly Effective People’ is one of the most influential business books of all times, selling more than 40 million copies and inspiring and transforming leaders all over the world. Coming across an infographic with these 7 habits recently, it struck me that they were so fundamental of successful human behaviour that they were perfectly applicable to people responsible for customer experience as well. And so I decided to write this blog, applying Covey’s ‘rules’ to CX leaders:
Four fantastic customer experience stories you probably didn’t know yet (episode 8)
Steven Van Belleghem
May 19, 2021
On my Instagram (@StevenVanBelleghem) I started with a new content flow. On Tuesday and Thursday, I share a fun customer experience fact about some of the best known companies out there. I love those anecdotes because it tells us a lot about the culture of those organizations. On my blog, I will share some of the highlights every two weeks. Hope you will enjoy them.
Tags: Customer Experience, Digital Transformation, Customer Loyalty
Six things you can learn from Tesla about customer experience
Steven Van Belleghem
May 17, 2021
Tesla has the reputation of having a staggering NPS score 96. If you know any of their customers, you’ll have noticed that it’s really a love brand, with a very dedicated following. As this company truly excels at offering a fantastic customer experience, I wanted to list some of its best practices in order to inspire the readers of my blog. You’ll clearly notice a red thread, running through all of the methods below: the company and its rock star CEO Elon Musk understand that it’s more than about just offering a great product. It’s about realizing your place on the planet and respecting that. It’s about staying true to a deeper mission and about all the services that you augment your product with.
Tags: Customer Experience, Digital Transformation, Customer Loyalty
8 non-obvious examples of fantastic customer experience brands
Steven Van Belleghem
May 10, 2021
A lot of blogs on customer experience focus on evergreen brands like Disney, Walmart, Amazon, Airbnb, Netflix and other amazing companies like them. I myself have often posted about their best practices because they do offer truly inspiring insights and cases. But today, I want to aim our attention at the somewhat more hidden gems: companies that create a fantastic customer experience but tend to stay below the radar. I hope you’ll enjoy these examples and will get some inspiration from them.
Four cool Customer Experiences examples you probably didn’t know yet (episode 7)
Steven Van Belleghem
May 06, 2021
On my Instagram (@StevenVanBelleghem) I started with a new content flow. On Tuesday and Thursday, I share a fun customer experience fact about some of the best known companies out there. I love those anecdotes because it tells us a lot about the culture of those organizations. On my blog, I will share some of the highlights every two weeks. Hope you will enjoy them.
5 successful strategies to create a company culture that results in a fantastic customer experience
Steven Van Belleghem
May 04, 2021
Customer experience does not live in a void of its own. Context is everything and company culture and employee experience have a huge impact on the experience that is delivered to the final customer. For instance, No less than 79 percent of employees at companies with above-average customer experience are highly engaged in their jobs, compared to 49 percent of employees at companies with average or below-average customer experience scores. And According to IBM, organizations that score in the top 25 percent on employee experience report double the return on sales compared to organizations in the bottom quartile.
4 Customer Experience Lessons we can learn from Grab
Steven Van Belleghem
April 28, 2021
Singapore-based superapp company Grab’s success story is perhaps one of the most impressive out there. Though it started out as a simple taxi-hailing app, it quickly evolved beyond its core business into fields like mobile e-payments (GrabPay) and food delivery services (GrabFood). And so, since its inception in 2012 it evolved to become Southeast Asia’s first “decacorn” (startup with a valuation of over US$10 billion) operating in Singapore, Malaysia, Cambodia, Indonesia, Myanmar, Philippines, Thailand, Vietnam and Japan.
4 cool Customer Experience examples you probably didn’t know yet (part 6)
Steven Van Belleghem
April 26, 2021
On my Instagram (@StevenVanBelleghem) I started with a new content flow. On Tuesday and Thursday, I share a fun customer experience fact about some of the best known companies out there. I love those anecdotes because it tells us a lot about the culture of those organizations. On my blog, I will share some of the highlights every two weeks. Hope you will enjoy them.
15 Must-Read Books About Customer Experience
Steven Van Belleghem
April 21, 2021
As I’m always looking for ways to inspire my followers, I decided to draw up a list with 15 of the most popular and useful books about customer experience. This is of course far from an ultimate list, as there is no such thing. But if you feel that I forgot to mention some quintessential ones, let me know. I’m always fascinated to hear what inspires you.
4 cool Customer Experience Examples you probably didn’t know yet (part 5)
Steven Van Belleghem
April 19, 2021
On my Instagram (@StevenVanBelleghem) I started with a new content flow. On Tuesday and Thursday, I share a fun customer experience fact about some of the best known companies out there. I love those anecdotes because it tells us a lot about the culture of those organizations. On my blog, I will share some of the highlights every two weeks. Hope you will enjoy them.
Four wonderful customer experience stories you probably didn’t know yet (Part 4)
Steven Van Belleghem
March 22, 2021
On my Instagram (@StevenVanBelleghem) I started with a new content flow. On Tuesday and Thursday, I share a fun customer experience fact about some of the best known companies out there. I love those anecdotes because it tells us a lot about the culture of those organizations. On my blog, I will share some of the highlights every two weeks. Hope you will enjoy them.
Why crypto-currencies create new opportunities in customer experience.
Steven Van Belleghem
March 12, 2021
The crypto hype is back in full force. We have all seen the price of Bitcoin and other crypto-currencies climb these past few months. In February the total amount of money spent on NFTs was higher than in the whole of 2020. In addition, there is the growing popularity of personal coins, which their creators can use to create their own economy. A lot of action! In this blog article I would like to focus on the possible impact of this new crypto hype on customer experience the day after tomorrow.
Why I created the $CXM Coin
Steven Van Belleghem
March 11, 2021
I’m convinced that the current state of cryptocurrencies will fundamentally change customer experience. The hype around NFTs is a major opportunity for the gaming, sports, music and content creation industry, but if you think it through this could be an opportunity for any business with a loyal fan base. Another trend is the rise of branded coins, which enable individuals or communities to create their own branded economy. I recently had the opportunity to create a branded coin myself. Just read this blog to learn why I created the $CXM coin.
4 Customer Experience Tactics you can use on Clubhouse.
Steven Van Belleghem
March 09, 2021
Clubhouse is thé social media hype of the moment. Many of you are finding new friends and interesting content while exploring the platform. At the same time, many companies wonder what the role of Clubhouse can be in their customer experience strategy. In this post, I want to share four customer experience tactics you can use on Clubhouse. Enjoy. And…see you on Clubhouse of course.
The top 10 most frequently asked questions about customer experience
Steven Van Belleghem
March 08, 2021
Over the past years, I’ve received a great many questions from my audience and fans about customer experience. As diverse as these tended to be, some types of inquiries always seemed to return over and over again. And so I thought it would be useful to bundle the 10 most frequently asked questions about CX and answer them here on my blog as best as I can.
The 5 most interesting YouTube channels about Customer Experience (CX)
Steven Van Belleghem
February 24, 2021
YouTube is still one of my top favourite channels for discovering great content about customer experience, marketing or more general topics of innovation and technology. So today, I want to share the coolest CX-related YouTube channels out there, for a welcome injection of inspiration in these trying times.
Four cool customer experience stories you probably didn’t know yet (Part 3)
Steven Van Belleghem
February 22, 2021
On my Instagram (@StevenVanBelleghem) I started with a new content flow. On Tuesday and Thursday, I share a fun customer experience fact about some of the best known companies out there. I love those anecdotes because it tells us a lot about the culture of those organizations. On my blog, I will share some of the highlights every two weeks. Hope you will enjoy them.
The future of AI and what Customer Experience leaders can learn from it
Steven Van Belleghem
February 17, 2021
On my Steven’s weekly podcast, I had a wonderful conversation with Jonathan Berte, CEO of Robovision, a Belgian company that specializes in industrializing deep learning. What I perhaps loved most about it was Jonathan’s unbridled enthusiasm – about for instance GPT3 and the potential of AI for industrial applications – that went hand in hand with a serene level-headedness. He sees beyond the hype of AI and firmly believes that we’ll eventually experience a commoditization, just like happened with electricity.
4 fantastic customer experience anecdotes you probably didn’t know yet
Steven Van Belleghem
February 10, 2021
On my Instagram (@StevenVanBelleghem) I started with a new content flow. On Tuesday and Thursday, I share a fun customer experience fact about some of the best known companies out there. I love those anecdotes because it tells us a lot about the culture of those organizations. On my blog, I will share some of the highlights every two weeks. Hope you will enjoy them.
My 12 golden guidelines for your Customer Experience Strategy
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February 07, 2021
100 small projects This is one of the biggest pitfalls for organizations: I’ve seen too many of them develop this...
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Six things we can learn from Disney about customer experience
Steven Van Belleghem
February 01, 2021
Most of you will know that I’m a huge fan of Disney, one of the most cx oriented companies of our times. And so you will understand that I was absolutely thrilled to interview Duncan Wardle who used to be the Head of Innovation and Creativity at Disney for many years on my weekly podcast show. We talked about a great many things related to innovation and customer experience (listen here), but I wanted to share my 6 favorite insights from the talk here as well. Enjoy!
4 Cool Customer Experiences Stories that you probably didn’t know yet
Steven Van Belleghem
January 27, 2021
On my Instagram (@StevenVanBelleghem) I started with a new content flow. On Tuesday and Thursday, I share a fun customer experience fact about some of the best known companies out there. I love those anecdotes because it tells us a lot about the culture of those organizations. On my blog, I will share some of the highlights every two weeks. Hope you will enjoy them.
Three Customer Experience lessons every company can learn from TikTok and ByteDance
Steven Van Belleghem
January 19, 2021
I had the pleasure to interview China tech speaker and author Matthew Brennan for Steven’s Weekly Podcast on the occasion of the launch of his book “Attention Factory: The Story of TikTok and China’s ByteDance”. I’ve always been fascinated by the success story of ByteDance, its news platform Toutiao (“Headlines”) and its video-sharing social networking services and apps TikTok and Douyin (which is the Chinese-specific counterpart to TikTok), so it was great to talk to someone who really knew the ins and outs of these Chinese giants.
Customer Experience in Phase 4 of the Pandemic
Steven Van Belleghem
January 11, 2021
There is light at the end of the tunnel. What will customer behavior look like once we are in the post COVID-19 era? Nobody knows. Having the flexibility to adapt to the fast changing customer will become a crucial skill in the next months and years. In this blog, I would like to share an overview of the evolution of the pandemic. In my opinion, we are currently in phase 3, but I invite everyone to create strategies for phase 4.
Customer Experience at Netflix: 6 lessons we can all learn from!
Steven Van Belleghem
January 04, 2021
Netflix is one of my top favourite companies when it comes to customer experience. I visited them many times during our nexxworks Innovation Tours and was each time blown away by their approach. The company is pretty old by digital giant standards – it was founded in 1997 by Reed Hastings and Marc Randolph – and first started out in the ‘atoms’ business of mailing DVDs through the mail.
5 ways in which voice assistants will change your life
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December 15, 2020
The ideal kitchen help Suppose you want to steam broccoli today but just as you’re about to place the...
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10 fantastic Belgian examples of great Customer Experience in the horrible 2020
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December 10, 2020
Foodmaker Like a lot of restaurants, the pandemic had a devastating effect on Lieven Vanlommel’s healthy fastfood restaurant Foodmaker. The...
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8 Customer Experience Trends for 2021
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December 07, 2020
E(verywhere)-Commerce A long time ago, we had to ‘go to a place’ to shop. When the internet kicked in, we...
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Five crucial ethical questions in the future of Customer Experience
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December 01, 2020
POWER – How much power should (tech) companies be allowed to have? Every ethical question that will follow after this...
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3 major non-obvious CX trends that surfaced in 2020
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November 23, 2020
The rise of C-commerce At the end of 2019, I wrote in my “State of the Year” blog that “The...
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How the telecom industry is building ‘an Offer You Can’t Refuse’
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November 16, 2020
Offering the ultimate convenience Vivo + Ace Telecom service provider Vivo, Brazil’s largest mobile operator with 80 million users’ partnered...
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5 companies that crossed industry lines to create better customer experiences
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November 11, 2020
Telco players offering mobile payment services Crossing the industry lines to better cater to your customers may be gaining in...
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Why have I written Eternal, a tech thriller?
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November 08, 2020
What is the book about? It is the 25th of November of the year 2041. The technology giant X-Com is...
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How the media industry is creating an ‘Offer You Can’t Refuse’
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October 29, 2020
Transactional Convenience Though there are of course many digital endeavors that media industry players have already made to ensure that...
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How China is building an Offer You Can’t Refuse – my interview with China keynote speaker Pascal Coppens
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October 20, 2020
The ultimate convenience One of the big differences between East and West is that the latter is a lot more...
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How the financial services industry is building an Offer You Can’t refuse
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October 15, 2020
Offering the ultimate convenience It’s great to see how financial players all over the world are doing everything they can...
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5 companies with a fantastic ‘saving the world’ strategy
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October 07, 2020
Ørsted “Business as usual is not going to be enough. We must act now.”, concluded Ørsted CEO Henrik Poulsen when...
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How to use Peter Hinssen’s Hourglass Model of Innovation to build An Offer You Can’t Refuse
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October 01, 2020
During our conversation, Peter told me that he had become really intrigued by those traditional companies that always seemed to...
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The future of customer experience: How B2B companies are building an ‘Offer You Can’t Refuse’
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September 23, 2020
And yet, according to that same McKinsey, the benefits of a fantastic customer experience for B2B companies are high: “In...
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Think End Customer. Always!
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September 17, 2020
So the message is simple: always base your strategy on this end customer. If you gear your strategy too much...
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‘The Offer You Can’t Refuse’ for the retail industry
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September 15, 2020
Transactional convenience The best retailers are the ones that automate shopping experiences in such a way that the customer has...
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The impact of four general purpose technologies on customer experience
LinkedIn
September 15, 2020
In my new book ‘The Offer You Can’t Refuse’ I describe customer experience strategies for the next 5 to 10 years. One of the key drivers of change in customer behavior is technology. The last decade was about mobile, social and 4G; the next decade is about new general purpose technologies. In this article I want to zoom into the influence these new technologies will have on customer experience.
The theory of Aladdin’s lamp in customer experience
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September 13, 2020
Tell me your first wish! What would you do if you had the good fortune to find a lamp like...
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The first management book with a soundtrack!
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September 11, 2020
Thank you, Ozark Henry, During the past few years, I have had the pleasure of working together with Piet Goddaer....
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Three companies with a great partner in life strategy
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September 09, 2020
Monzo takes away worries and frustrations Recent years have seen the emergence of a large number of neo-banks. These new,...
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The difference between a customer journey and a life journey
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September 08, 2020
In recent times, companies have invested huge sums of money to map out the customer journey. This is the path...
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The future of customer experience is more digital, more ethical and more socially responsible.
LinkedIn
September 08, 2020
The world is currently in need of perspective, of hope, of positive signals. Because of Covid-19 many people have lost loved ones, suffered personally or worried about the health of their family members. On top of these personal losses, Covid-19 has seriously disrupted our social lives, it has ruined entire industries and replaced our world of personal freedom with a world of rules and regulations. More than ever, the world needs positive signals and movements.
Tags: Customer Experience, Business Strategy, Customer Loyalty
Three steps to define your partner in life strategy
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September 06, 2020
The three steps to a ‘partner in life’ approach To successfully implement a ‘partner in life’ strategy, you need to...
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The core message of ‘The Offer You Can’t Refuse’
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September 03, 2020
Social challenges Society is looking increasingly towards companies to help tackle society’s problems. People’s trust in the companies is greater...
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Why I wrote ‘The Offer You Can’t Refuse’
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September 01, 2020
The world needs perspective and positivism The world is currently in need of perspective, of hope, of positive signals. Because...
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Your three favorite summer insights videos
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August 30, 2020
The following videos were the three most popular ones during the last few weeks. AI Filters create the need...
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Turning Hierarchy Around. Get CEO and Management Serving Customer-facing Staff
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July 27, 2020
Enjoy this 1 minute video to learn more!
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There are so many reasons not to go ahead with the new customer service Zappos just introduced.
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July 23, 2020
Buy 1 shoe instead of 2 As of this week customers can buy one shoe instead of two on the...
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Why a Belgian bank just bought the media rights to broadcast soccer games from their banking app.
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July 10, 2020
KBC bought the media rights of Belgian soccer games A bank that buys the rights to broadcast soccer games via...
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How Customer Experience is changing the healthcare industry
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June 29, 2020
Research by Salesforce showed that no less than 47% of consumers say that healthcare and life sciences are more focused...
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What you can learn from Customer King Warby Parker about Customer Experience
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June 22, 2020
Warby Parker is a true master of the customer journey, with flawlessly automated interactions, frictionless experiences combined with warm human...
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My conversation about the future of retail with expert Jon Bird
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June 16, 2020
We obviously talked about the highly transformative times we’re experiencing today and how – in an incredibly short period of...
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“What are you doing to help your customers?” My interview with Philippe Rogge, President of Microsoft Central and Eastern Europe
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June 10, 2020
Remote working comes with a culture change In this corona-driven, greatest Digital Training Course in human history we have been...
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“This crisis has forced us to change our behavior for the better” My interview with behavioral scientist Tom De Bruyne
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June 04, 2020
Every crisis is an opportunity As you know, I’m an optimist, so it was great to recognize that same positive...
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The opinion of 6 experts on the future of contact centers in a post-corona world
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May 19, 2020
It seems almost weird to me, considering the nature of contact centres offering remote voice advice to customers, that so...
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Prepare your customer strategy for three levels of readiness
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May 12, 2020
Be ready on three levels When creating your customer strategy for the next few months, make sure you are ready...
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Two Cases and 5 expert views on how retailers are investing in safety AND customer experience
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May 06, 2020
Creativity, people and positive surprises make a big difference Creativity among entrepreneurs is at an all-time high. Some entrepreneurs will...
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Three ways that robots will impact customer experience
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May 04, 2020
The first wave of digitization was all about transforming atoms into bits (like records, cassettes and books into files). But...
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Every company is now a Healthcare company
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April 28, 2020
Safety is only the beginning Most companies are now in full preparation of a new start for their company. Every...
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How Dutch insurance company Centraal Beheer created ‘an offer you can’t refuse’ for its customers
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April 23, 2020
I first became a fan of the company when I attended an internal conference where their low NPS score was...
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Five digital media tactics to use during the corona crisis
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April 20, 2020
Small and personalized digital conference rooms This is a good moment to dive into your address book and your...
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The 5 biggest myths about customer centricity
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April 16, 2020
Myth #1: customer centricity is asking customers what they want Henry Ford’s quote “If I had asked my customers what...
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A world without traffic jams?
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April 13, 2020
In a few weeks/months from now the world will have this first Covid-19 outbreak more or less under control (hopefully)....
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The opinion of 14 experts on customer experience in the post-Corona era
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April 06, 2020
Brian Solis Brian is Global Innovation Evangelist at Salesforce, a global keynote speaker and 8-time best-selling author. The title of...
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Five different ways companies are helping to save the world from the pandemic
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March 30, 2020
Supporting healthcare workers and government Face masks: Next to working hard on producing a vaccine, Johnson & Johnson has donated...
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Digital will boost like never before, but the offline world will boost even more.
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March 26, 2020
Without any doubt, this crisis is the biggest educational program ever for the usage of online tools. Today people have...
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“Your brand history is crucial if you want to create a credible shared value proposition” My interview with Professor Filip Caeldries
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March 25, 2020
Filip started out by explaining that it was the renowned strategist and economist Michael Porter who first introduced the concept...
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Emotional Convenience and Responsible Decisions guide you through the Corona Crisis
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March 23, 2020
What about our customer experience and marketing strategy? In the meantime, the question is: what to do with our customer...
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How is your Customer Experience infected by the Corona Virus
LinkedIn
March 23, 2020
Most industries are currently suffering from the Corona crisis. It struck hard and unexpectedly. We were not prepared for this. Around the world, companies are wondering how to proceed. Many are struggling to survive. I wonder every day how long the world can handle a crisis like this. Hopefully we can all work together to fight this global invisible enemy.
What 5G will mean for customer experience
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March 02, 2020
What exactly is 5G? 5G is the next generation of mobile internet connection. The first generation of mobile technology, 1G,...
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Marketing and customer experience lessons from six of my favourite movies & series
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February 19, 2020
What would Joy do? – Inside Out I’m a big Disney fan, so it should not come as a surprise...
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What quantum computing could mean for customer experience
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February 10, 2020
What exactly is quantum computing? A quantum computer is not just an exponentially faster computer, it’s an entirely different way...
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6 fantastic cases in B2B customer experience
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February 04, 2020
A quantum leap in service and maintenance: Deere & Company Deere & Company – you’ll probably be more familiar with...
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My interview with Tony’s Chocolonely’s Chief Evangelist Ynzo Van Zanten, “Our USP is that we are NOT striving to be unique”
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January 28, 2020
A unique origin story Tony’s Chocolonely has a very unique origin story: Dutch journalist, Teun van de Keuken, was truly...
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10 popular customer experience keynote speakers in the world
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January 23, 2020
Simon Mainwaring I’ll start my list with a little bit of an outlier, who is not a ‘pure’ customer experience...
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Why customer experience metrics can backfire & how to avoid it
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January 21, 2020
When I read the HBR article “Don’t Let Metrics Undermine Your Business” it confirmed exactly what my gut feeling has...
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My CES 2020 conclusions and trends: from the cool stuff to the building blocks of our future
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January 10, 2020
The ‘cool’ futuristic stuff Of course, I really enjoyed the obligatory futuristic examples like Uber Elevate’s and Hyundai’s electrically powered...
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These are the technologies that could define customer experience in the second half of the next decade
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December 17, 2019
The Internet all around us: the rise of the Spatial Web In the coming years, the most impactful and paradigm...
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The three major trends that will drive customer experience in the next decade
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December 09, 2019
A rise in expectations in 3 domains All of these new digital and logistic possibilities increase the complexity for companies,...
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6 trends that will shape customer experience in 2020
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December 03, 2019
Autonomous Everything You all know that I’m a big believer in the increased autonomy of smart devices and virtual assistants...
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7 things we can learn from looking back at 2019
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November 25, 2019
Everything as a Service Those of you following my Steven’s Weekly on my Youtube channel, will certainly have noticed the...
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My top favorite blogs on technology, customer experience and innovation
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November 05, 2019
Singularity Hub This one’s a true classic. It’s the science and technology blog and news network of the legendary Singularity...
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Customer Experience Innovation with the One-Way and Two-Way Door rule
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October 20, 2019
Two-way door innovation About 99% of all customer improvements function like two-way doors. This means that the impact of a...
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Why companies need to strive for a positive sum game. The highlights of my podcast conversation with Herman Toch
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October 14, 2019
Driven by the war for talent ‘The positive sum game” of Herman’s book is the opposite of the well-known negative...
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“We will no longer buy products but subscribe to outcomes.” My interview with subscription economy thought leader Tien Tzuo of Zuora
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October 07, 2019
Outcome over ownership Though many people seem to think that it will merely keep evolving on the peripheries, Tien is...
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Steven’s Inspiration: My top 5 favorite customer experience, innovation & tech podcasts
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September 26, 2019
Masters of Scale with Reid Hoffman As the co-founder of LinkedIn and a legendary VC, the American internet entrepreneur and...
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Two ways you need to prepare yourself for the era of automated buying
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September 04, 2019
But how can your company and your brand start to prepare for the tipping point of automated buying? As you...
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5 cases of subscription-based business models that are ready for a world of personal AI assistants
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June 25, 2019
Razor blades and grooming products: Dollar Shave Club This is definitely one of the most popular subscription brands. Four times...
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The adoption of automated buying in two phases
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June 19, 2019
Automated needs Automation works best for repetitive tasks in a data-rich environment. It’s one of the reasons why repetitive jobs...
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Five (invisible) kings of the frictionless customer experience
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June 12, 2019
KBC I absolutely love the example of the KBC Mobile app that allows you to park in any Q-Park-parking without...
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How non-tech companies can stay relevant in the age of AI platforms – 3 recommendations
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June 05, 2019
Support is the new convenience – become a life partner I like to tell brands that their ‘selling days’...
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How your company can become an unstoppable force: three learnings from my inspiration trip to China
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May 29, 2019
1. Choose your tech wisely (to change the world) About every company I visited during nexxworks’ China innovation tour at...
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Four Chinese customer experience kings
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May 22, 2019
DiDi DiDi is the Uber of China. But it’ bigger. A LOT bigger. It counts more car-sharing rides a day...
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How to strengthen your branding for the age of automated buying
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May 14, 2019
Change the channel Branding used to be all about presence in shops and classic advertising: shelve space and air time...
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How customer expectations are both higher & lower than you think
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April 30, 2019
Following Moore’s Law You probably know that I’m a big believer in following customer needs and expectations, and how smart...
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Four ways to remove friction from the customer experience
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April 24, 2019
Appoint friction hunters Lately, I’ve been playing with this new theory. I believe that a lot of companies would benefit...
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5 brilliant cases of (non tech) companies using AI to boost customer experience
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April 01, 2019
Macy’s – a shop assistant that’s always available If you’re anything like me, you’ll want your shopping to be done...
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Marketing to machines: what it is & how you can use it in your company
LinkedIn
March 28, 2019
Marketing has changed intrinsically over these past few years. In fact, the only thing in marketing that remained stable is its purpose, which is to influence the buying decision of consumers. For me, one of the most intriguing and exciting evolutions of the next years will be the transformation of our target audiences. It used to consist of humans only, but we will need to perform marketing to machines in a very near future as well. Let me explain.
5 cases of companies using Augmented Reality to boost customer experience
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March 25, 2019
Trying on virtual glasses with Warby Parker Eyewear retailer Warby Parker – often listed as one of the most innovative...
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Three scenario’s for your brand in the future
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March 19, 2019
DE-filtered Brands. Brands with a direct customer relationship: function + love Though I believe that direct contact with customers will...
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My interview with Thierry Geerts, Country Director Google Belgium: "AI, voice search & personal are in the same phase as the 1998 internet"
LinkedIn
March 17, 2019
I’ve known Thierry Geerts for quite some time now. He’s the Country Director of Google Belgium, author of “Digitalis: How to Reinvent the World” and one of the biggest believers in the true potential of technology, choosing to see each challenge as an opportunity. That’s why I was truly delighted that he agreed to talk with me about the future of customer experience.
What P&G’s “world with no ads” announcement really means
LinkedIn
March 10, 2019
P&G’s chief brand officer Marc Pritchard is one of the most respected marketing experts of our age. When he claimed a few weeks ago that “We need to start thinking about a world with no ads”, people noticed. What he meant was that the rise of IoT-driven consumer products is completely transforming branding and could even erase advertising as we know it. This is something that I have been thinking and writing about a lot these past few months. I believe that Pritchard’s statement is a really big sign. It might announce that we are standing at the dawn of the era. A fundamental change in branding. Big brands will enter the era of “Marketing to Machines” and direct, fully personalised communication with the end user. Making sure you don't get 'filtered out' by AI platforms will be one of the biggest challenges of the next decade.
Marketing to machines: what it is & how you can use it in your company
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February 19, 2019
From SEO to AO Now, for those critical readers amongst us: true, influencing algorithms to get to the consumers is...
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Why brands need to become ‘Trusted Gatekeepers’
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January 29, 2019
Trusting algorithms over humans Trusting machines works exactly the same way as trusting a human: if Phil always pays my...
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The most exciting facial recognition use cases in business
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January 20, 2019
Efficiency & the era of Pig Data When a new or a matured software enters the market, it’s typically used...
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The 6 hottest industries of 2019 – where we’ll see exciting Big Tech company investments
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January 16, 2019
Payment A big booming investment market will be that of the payment industry. Let’s face it, until now, banking and...
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10 predictions for customer experience in 2019
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December 10, 2018
#1 Data comes to the front line of sales Every customer touchpoint is going to become more digital. This trend...
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8 tech announcements of 2018 that will define the future of customer experience
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November 26, 2018
#1 The Arrival of the Retail Ecosystem: Tencent, Carrefour, and others I’ve seen so much this year in the evolution...
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How will AI influence the customer experience? 6 steps:
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November 20, 2018
Since the founding of the internet, one of the primary challenges has been to help people get the information they...
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How to Scale the Human Touch in Customer Experience
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November 14, 2018
I love the W Hotel Barcelona. For the last 3 years, I’ve been hosting my event there, and through that...
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How Customer Experience is becoming Customer Science
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November 14, 2018
One example comes from one of my trips to New York and San Francisco, where I had the opportunity to...
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The rising importance of the human touch in customer experience
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November 14, 2018
I think the Disney film Inside Out illustrates how this plays out. Because through the framing of the film, we...
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Human versus machine: how artificial intelligence and human power increase the customer experience
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November 05, 2018
I do a lot of business travel, as you might imagine. And I’ve seen and experienced a lot of business...
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Why blockchain is about to change customer experience
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November 05, 2018
At the moment, customers are at a disadvantage when it comes to performing ecommerce transactions. They have to give over...
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The Third Phase of Digitization: how an AI first mindset boosts your customer experience
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November 05, 2018
There are three major customer benefits that will change the customer experience for the good.The first one of these customer...
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The paradox of customer experience: human interfaces versus artificial intelligence (AI)
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November 04, 2018
Recently, I was checking in to a business hotel for a trip I was making, a process I’ve gone through...
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Contextual Marketing & Artificial Intelligence (AI): a match made in heaven
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November 04, 2018
Pretty soon, though, the technology will advance to what we will be able to call “Contextualized Marketing.” Instead of just...
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Future of work & AI: from working with our hands, working with our brain to working with our heart
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November 04, 2018
This is actually no reason to despair or worry. In fact, there’s good reason to be optimistic. I was trained...
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The future of AI and Marketing : The Arrival of Contextual Marketing
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November 04, 2018
Today, we are not there yet. Contextual marketing is still something for the future. For instance, right now, if AI...
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The Future of Artificial Intelligence and customer experience. My talk with Professor Pieter Abbeel
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November 04, 2018
Professor Abbeel started out by pointing out that a lot of what AI can do right now is focused around...
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The future of work in an AI world. A story on the importance of Empathy, Passion, and Creativity
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November 04, 2018
I was trained as an economist, so I want to bring some of the insights of economics to help make...
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My talk with Professor Pieter Abbeel: the link between artificial intelligence & customer experience
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November 04, 2018
“A lot of what’s going on in the AI space right now is what’s called ‘Supervised Learning,’ “ says Professor...
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The shift from Mobile First to AI first: everything you need to know
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November 04, 2018
In the new AI-driven world, the experience for most customers is going to improve dramatically, and will be characterized by...
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How blockchain is changing customer experience through identity and trust
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November 04, 2018
Right now, ecommerce sites have to gather a huge amount of information from customers before they can conclude a transaction,...
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Lessons in customer engagement from Barack Obama
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November 04, 2018
President Obama talked at length about his own views on leadership and how he worked to create a movement of...
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Fighting the digital commodity magnet
LinkedIn
May 14, 2018
As a business leader, you need to allow for the fact that your products are likely to be pulled with considerable force towards becoming a commodity. The big tech platforms are probably the biggest commodity magnet we have ever seen in the business world. Once the magnet starts to do its work, your company will be in a difficult position. In my latest book, customers the day after tomorrow, I talk about the difficult strategy to fight the commodity magnet.
The six fields where artificial intelligence (AI) will offer added value in customer experience
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April 30, 2018
Six steps where AI can influence customer experience Today (2018), we entrust all kinds of simple tasks to our virtual...
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How a Dutch Theme park (Efteling) is getting ready for their day after tomorrow
LinkedIn
March 21, 2018
Efteling is one of the most visited attraction parks and holiday destinations in Europe. In 2017, it was chosen as the best amusement park in the world. Located in the Dutch province of North Brabant, it is famous for its nostalgic enchanted forest, its state-of-the-art attractions and its friendly atmosphere. 2017 marked the park's 65th anniversary, and its history makes interesting reading. It was started in 1952 by a group of monks who wanted to give local children somewhere fun to play. Originally, the idea was to create a set of fairytale scenes in a piece of woodland owned by the local authority. But the burgomaster was an ambitious man with an ambitious plan. He chose Anton Piek, a well-known artist, to designs the scenes and the results were so magical that people not only came from the surrounding villages, but from all over the Netherlands to see them.
Three clear customer benefits in a world of artificial intelligence (AI)
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March 12, 2018
Three clear customer benefits in a world of artificial intelligence (AI) Time is probably the scarcest resource of any customer...
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How Intelligence Augmented changes customer experience
LinkedIn
March 05, 2018
The collaboration between man and machine has been providing benefits for society for many years. For example, by automating many elements in the manufacturing of cars, they have become much cheaper and therefore much more accessible for a larger group of people. Telephone and e-mail are much faster and cheaper means of communication than a courier service. And in a land like India, where the doctor/patient ratio is 1,600 to 1, technological support is the only way to ensure that Indian doctors can set the right priorities and see the right patients first.
Tags: Customer Experience, Business Strategy, Customer Loyalty
Three cases where invisible technology leads to magical experiences
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February 26, 2018
The real power is hidden beneath the surface Mobile first resulted in apps and flexible websites. This meant that not...
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Re-think Customer Experience: Artificial Intelligence and Chatbots
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June 04, 2017
It was a fantastically run event, with some great speakers, so I wanted to share the video and some of...
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Human interaction in an AI first world; the role of HR in customer engagement
LinkedIn
May 08, 2017
Someone recently asked me whether I felt employer branding and HR was important in customer experience. My answer to that is a definite yes. In fact, if you want to excel in customer service, it’s one of the most important things you need to consider.
How customer experience is becoming customer science
LinkedIn
May 02, 2017
The biggest challenge for businesses today is to better understand the context of your customers. Luckily, the rise of technology and the change towards an ‘artificial intelligence first’ world means that tools are being created that can help you turn customer experience into customer science. These are going to revolutionise your business.
Robo-advisors: how technology will shape the future of financial services
LinkedIn
April 24, 2017
In the world of private banking and wealth management, the situation at the moment is that clients still think that computers aren’t necessary, and humans are key to the process. But I believe that this is set to change – and very soon. Artificial intelligence, in the guise of robo-advisors, is about to be good enough, and in fact better than, human financial advisors.
Tags: AI, Customer Experience, Digital Transformation
The need for an 'AI first' mindset to keep up with customer expectations
LinkedIn
March 20, 2017
You don’t have to think back very far to remember the time when disruptive start-ups and forward thinking businesses were championing a “digital first” strategy. Digital technology had been adopted by mainstream consumers and companies that failed to recognise it were being left behind.
Tags: AI, Customer Experience, Digital Transformation, Customer Loyalty
Understanding the opportunities the Internet of Things presents B2B marketers
LinkedIn
March 13, 2017
The rise of the Internet of Things has been one of the most significant developments for both companies and consumers in recent years. More and more products are developed with sensors to collect information, process it and make decisions in order to give the user a perfect, personalised experience. Chances are you may already have a connected device yourself, and it won’t be long until they’re common in everyday items from clothes and coffee makers.
How bots and NLP are shifting the customer journey
LinkedIn
March 06, 2017
“Bots” may be something that is just dismissed by many as the latest buzzword of the moment, but their evolution was one of the most significant technological developments of recent years. It is quickly becoming clear that bots are going to have a huge impact on customer engagement, transforming not only the way customers find companies, but also how companies service their customers.
4 tech trends that will shape the future of customer experience
LinkedIn
February 20, 2017
Technology continues to develop at a quicker rate than ever before. I don't look at technology for the sake of technology. I try to understand the impact these changes have on customer expectations and behavior. It is therefore always important to keep one eye on the horizon for coming developments, and here is my rundown of 5 tech trends that will change the playing field of customer experience management.
These were the tech and customer experience highlights of 2016. My Yearly!
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December 22, 2016
Steven’s year in a nutshell DeepMind wins in Go The 9th of March was a milestone in the field...
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This was 2016: from Mobile to Artificial Intelligence first
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December 12, 2016
AI First video If you want to hear my thoughts on this topic, feel free to check out this video...
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Why Internet of Things is a huge opportunity for B2B markets
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November 15, 2016
Check out one of my latest videos to hear me talk about this topic: IoT in B2B could flip the...
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The Future of Search: customer journey’s are on the edge of a fundamental shift
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October 10, 2016
We’ve been working on “search” for the last 15 years. Companies around the world invested a lot in keyword buying...
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4 different ways in which technology affects customer expectations
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May 16, 2016
1.Technology is becoming invisible A few decades ago, technology was very visible… and very big. You had to be quite...
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Building a future-proof customer strategy
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May 11, 2016
Towards Future Proof Customer Relations from Steven Van Belleghem It is not about the technology itself, but about the consequences...
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5 innovative ways to micro target your content to the right audience
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March 15, 2016
1. Facebook Canvas With 934 million mobile daily active users it shouldn’t come as a surprise that Facebook launched a...
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5 stories of fantastic customer experience thanks to a human touch
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March 07, 2016
Starbucks A few weeks ago this story was featured on almost every news site and with good reason. As most...
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The future of e-commerce? The combination of content and commerce.
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February 28, 2016
Phase 3 in e-commerce: the combination of content and commerce If you take a good look around, you might discern...
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How 3D printing is changing the customer relation
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February 23, 2016
The ThingMaker 3D printing isn’t just a fad, the technique has been around since the 80s and manufacturers have been...
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5 Apps that excel in customer engagement.
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February 20, 2016
Nexar In Russia, dashboard cams have become a necessity to protect yourself from insurance fraud. As result we’ve seen an...
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Interview with Belgian retailer JBC about their investments in RFID
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February 02, 2016
I wanted to find out more about their philosophy and what the benefits would be for the company and for...
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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!
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
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.
Steven’s week 179 : News about Tesla’s full self-driving car, early Amazon Prime Day and more!
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October 23, 2020
Hey everyone! In this episode: B2B is embracing online sales, the new date for Amazon Prime Day is changing the entire US holiday season, Tesla rolls out driverless car software and plant-based meat experienced a massive breakthrough during the pandemic. Enjoy!
Steven’s week 178: News about Apple’s new HomePod Mini, Disney Plus streaming and more!
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October 16, 2020
Hey everyone! In this week’s show: does Apple’s new HomePod Mini have what it takes to compete with Alexa? MediaMarkt brings online live shopping to Europe, Disney is skipping movie theaters to take new movies directly to Disney Plus and YouTube is showing some strong retail ambition. Enjoy!
Steven’s week 177: News about: Apple Store, Big Tech monopolies and more!
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October 09, 2020
Hey folks, welcome to a new show! In this week’s episode: growing App Store revenues show a new level of digital usage, big tech monopolies are under pressure in the US and executives agree that a customer centric purpose is more crucial than ever. Enjoy the update!
Steven’s week 176: News about growth of Twitch, Amazon's new payment system and much more
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October 02, 2020
Hey everyone! In this week’s episode: Twitch gaming livestreams experiences a huge boost in usage, Ring’s home security drone, Target is hiring 130.000 extra people for the holiday season online sales and Amazon launches a hand reading payment system! See you next week!
In-depth interview about my book "The Offer You Can't Refuse" with Francesca Vanthielen
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September 29, 2020
Driven by technological innovations, customers’ expectations have completely transformed over the last decade. In my new book The Offer You Can’t Refuse, I try to illustrate how companies in all sectors – from HR to the healthcare industry and even governments – can take their customer servi
Steven’s week 175: News about Disney+’s experiment, Amazon Care and more
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September 25, 2020
Welcome everyone! Disney+’s Mulan experiment is a massive success, Walmart is still in the TikTok race, Amazon may go public with its healthcare service, the big tech companies tackle discrimination on social networks, a cheaper Tesla is coming up and Microsoft wants to introduce a mental health m
Steven’s week 174: News about Singapore contact tracing, Facebook Campus and Ray-Ban smart glasses
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September 18, 2020
Hey everyone, welcome to Steven’s Week #174! Singapore is looking at Bluetooth technology to improve COVID contact tracing, Oracle and TikTok finally close data storage deal, citizenM introduces ‘Netflix for hotels’, Apple wants to become our personal healthcare assistant, while Facebook gets
Steven’s week 173: News about Wonder Lab, Apple's new keyboard and China blocks TikTok sell-off
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September 11, 2020
Welcome everyone! In this week’s show: Walmart creates spectacular virtual toy store Wonder Lab, Apple is saying goodbye to the traditional computer keyboard, Amazon launches Alexa for Residential to help out in maintenance issues, China blocks the TikTok sell-off and can management books have a s
Steven’s week 172: News about TikTok acquisition, Facebook Horizon and more!
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September 04, 2020
Welcome back everyone! In my first episode after the summer break, I talk about Walmart entering the TikTok acquisition race, the Toyota-backed company SkyDrive testing a flying car, Zoom’s unbelievable financial results, Netflix will start offering first episodes for free, and Facebook will publi
Steven’s week 171: News about Google fact-check labels, Facebook ad boycott and more!
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June 26, 2020
Hey everyone, welcome to the last show before my summer break! In this week’s update: Google introduces a fact-check label for images, some big brands are launching a Facebook ad boycott and Google’s ad revenues drop for the first time in its entire history. See you in September!
Steven’s week 170: News about Facebook payment service, Tencent city in China and more.
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June 19, 2020
Hello again! In this week’s show: an exciting telco-finance blend by Belfius and Proximus, WhatsApp payment services, Fitbit launches a ‘ready for work’ check, Instagram has become a main news source, Tencent is building a car-free city, the Boston Dynamics Spot robot is on sale and marketing
Steven calls with Jon Bird
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June 14, 2020
In this episode Steven talks to Jon Bird.
Jon Bird is CEO of leading marketing communications agency VMLY&R in Australia and New Zealand, and is also a global advisor to VMLY&R's retail and commerce practice.
Steven’s week 169: News about IBM's decision about facial recognition, booming bots and more.
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June 12, 2020
Hey everyone! Find out why IBM will no longer allow governments to us its facial recognition technology, learn how corona has given last mile delivery robots a tremendous boost and discover why AliExpress is counting on an army 100,000 influencers to recover from the crisis. Stay safe and see you so
Steven’s week 168: News about Amazon growth, online bank services, Nuro pharma deliveries and digital healthcare boost
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June 05, 2020
Hi everyone! In this week’s show: Amazon is now the fourth-largest delivery service in the Sates, UK banks failed to get their digital services on point during the crisis, Nuro driverless cars are doing medical deliveries and the digital healthcare market is booming worldwide. Take care!
Steven’s week 167: News about Twitter fact-checks Trump and Tencent cloud investment
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May 29, 2020
Hey everyone, welcome to a new update! This week, we saw how Twitter is finally standing up against the misinformation in Donald Trump’s tweets and Tencent announced an enormous investment in cloud services to compete with the big UC companies. See you soon!
Steven’s week 166: News about Facebook Shops, Apple’s AR glasses and more!
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May 22, 2020
Welcome to a new update! Facebook enters the e-commerce market with Facebook Shops, TikTok appoints former Disney+ CEO, Apple’s AR smart glasses prototype leaked and Walmart successfully transformed its logistic process during the pandemic. Enjoy!
KEYNOTE Domino's Pizza transformed their strategy to become the fastest and the easiest place to order pizza
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May 18, 2020
Domino's pizza outperformed companies like apple, facebook and google on the Stock market. It is crazy. Because domino's pizza did NOT change the world. They have been making pizza for decades and probably will remain making pizza for the decades to come. So, what happened. Well, they transfor
Steven's week 165: News about Twitter, Google Sidewalk Labs and Amazon's grocery service!
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May 15, 2020
Welcome everyone! In this week’s show: Twitter employees can decide to work from home ‘forever’, Google is shutting down smart city project Sidewalk Labs and Amazon is finally handling its grocery service waiting list. See you next week!
KEYNOTE You cannot go far enough in giving autonomy to your client facing teams members
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May 11, 2020
There is a lot of talk about empowerment. Well, the truth is, most companies don't go far enough. It's about trust. Trusting your people to do the right thing for the customer. I believe that you cannot go far enough in giving authority to your client facing people. In this short clip from one of my
Steven's week 164: News about Twitter, Shopify & TikTok
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May 08, 2020
Welcome everyone! Remote working might be here to stay, Twitter wants us to revise strong language, Shopify launches its own Shop app and TikTok reaches a staggering 2 billion downloads. Enjoy the video & stay safe!
KEYNOTE Customer Experience in B2B markets
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May 04, 2020
How we could reinvent B2B customer experience? By reverse engineering the customer’s needs back to today and creating specialized AI technologies to meet them.
5 non-obvious CX-driven companies that have expanded their influence sphere
My favourite customer experience metaphor ever: The Oxpecker and the Rhino
Why the supplier experience is crucial for creating fantastic CX
Why you need to train your team in the basics of customer experience communication
Why the “Peter Principle in Technology” is crucial for building great CX
The Never Normal Customer
How to foster and “open door button” culture in CX
13 of the most popular Customer Experience blogs
15 free trend reports from big brands to inspire your 2023 CX strategy
The most common mistake in building an Offer You Can’t Refuse
Why customer culture has replaced technology as the holy grail
10 Customer Experience for 2023 (and beyond)
6 ways in which B2B companies can become better at CX
Why it’s smart to start experimenting in the metaverse now
You are (probably) not a tech company
10 ways to keep delighting your customers when your budgets are under pressure
How optimism and positivity can help you create a better CX
Why it’s time to TikTok-ise your interfaces
The Top Gun Effect in Customer Experience
10 fantastic examples of the Top Gun effect in CX
How Lululemon is rethinking customer loyalty
This is what needs to happen before the golden age of Web3 and the metaverse
How to deal with customer experience in times of inflation
What blockchain could mean for customer experience
10 ways commodity businesses can use fantastic CX to become unique again
How Web3 will force brands to redefine value for customers
“Start every day with CX!” My interview with Tom Roelens about the amazing CX at his hotel the Atlantis Resorts and Residences Dubai
Two fantastic “Saving the World” customer experience cases in Los Angeles
These are the 5 customer benefits of Web3
Why we’ll evolve from zero interface to enhanced interface
Why going to the customer is the next frontier
“The next frontier of shopping is the home!” My interview with Ron Johnson, CEO of Enjoy and Apple store inventor
Opportunities and challenges of marketing in the metaverse
10 brands that have built awesome experiences in the metaverse
What marketing in the metaverse will look like
Is Customer Feedback Overrated?
10 Tips to improve customer service communication
What showing empathy for your customers really means
62 of the best quotes about customer experience
My interview with Jeremiah Owyang: Brands are using NFTs to Drive Customer Engagement and Loyalty for their CX Strategy
The 2022 Customer Experience Predictions from 10 international top CX experts
10 Customer Experience trends for 2022
How NFTs could change customer loyalty completely
3 steps to creating a great customer experience strategy
Some surprising statistics about customer loyalty and my Offer You Can’t Refuse model
How can product innovation be done in a more customer-centric way
How can you empower your employees to become more customer centric?
What we can learn about e-commerce “twins” Amazon and Alibaba about CX
5 CX lessons we can learn from Chinese travel leader trip.com
7 things you can learn from Walmart about CX
How can you convince your senior leadership to invest more in customer experience?
Five things we can learn about customer experience from Starbucks
Three questions to find out if you’re really customer centric?
Four cool customer experience (CX) cases you probably didn’t know yet (episode 11)
Four cool CX stories you probably didn’t know yet (episode 10)
The 5 ways that Amazon is building a fantastic customer experience
Four Cool Customer Experience case that you probably didn’t know yet (episode 9)
The 7 habits of highly effective CX leaders
Four fantastic customer experience stories you probably didn’t know yet (episode 8)
The w12 rules to build an outstanding customer experience
Six things you can learn from Tesla about customer experience
Five Rules for serving customers in 2021
The end of the trade-off
8 non-obvious examples of fantastic customer experience brands
Four cool Customer Experiences examples you probably didn’t know yet (episode 7)
5 successful strategies to create a company culture that results in a fantastic customer experience
4 Customer Experience Lessons we can learn from Grab
4 cool Customer Experience examples you probably didn’t know yet (part 6)
15 Must-Read Books About Customer Experience
4 cool Customer Experience Examples you probably didn’t know yet (part 5)
Four wonderful customer experience stories you probably didn’t know yet (Part 4)
Why crypto-currencies create new opportunities in customer experience.
Why I created the $CXM Coin
4 Customer Experience Tactics you can use on Clubhouse.
The top 10 most frequently asked questions about customer experience
The 5 most interesting YouTube channels about Customer Experience (CX)
Six customer experience lessons we can learn from Netflix
the future of AI and what customer experience can learn from it
Four cool customer experience stories you probably didn’t know yet (Part 3)
The future of AI and what Customer Experience leaders can learn from it
4 fantastic customer experience anecdotes you probably didn’t know yet
My 12 golden guidelines for your Customer Experience Strategy
Six things we can learn from Disney about customer experience
4 Cool Customer Experiences Stories that you probably didn’t know yet
Three Customer Experience lessons every company can learn from TikTok and ByteDance
Customer Experience in Phase 4 of the Pandemic
Customer Experience at Netflix: 6 lessons we can all learn from!
5 ways in which voice assistants will change your life
10 fantastic Belgian examples of great Customer Experience in the horrible 2020
8 Customer Experience Trends for 2021
Five crucial ethical questions in the future of Customer Experience
3 major non-obvious CX trends that surfaced in 2020
How the telecom industry is building ‘an Offer You Can’t Refuse’
5 companies that crossed industry lines to create better customer experiences
Why have I written Eternal, a tech thriller?
How the media industry is creating an ‘Offer You Can’t Refuse’
How China is building an Offer You Can’t Refuse – my interview with China keynote speaker Pascal Coppens
How the financial services industry is building an Offer You Can’t refuse
5 companies with a fantastic ‘saving the world’ strategy
How to use Peter Hinssen’s Hourglass Model of Innovation to build An Offer You Can’t Refuse
The future of customer experience: How B2B companies are building an ‘Offer You Can’t Refuse’
Think End Customer. Always!
‘The Offer You Can’t Refuse’ for the retail industry
The impact of four general purpose technologies on customer experience
The theory of Aladdin’s lamp in customer experience
The first management book with a soundtrack!
Three companies with a great partner in life strategy
The future of customer experience is more digital, more ethical and more socially responsible.
How is your Customer Experience infected by the Corona Virus
Marketing to machines: what it is & how you can use it in your company
My interview with Thierry Geerts, Country Director Google Belgium: "AI, voice search & personal are in the same phase as the 1998 internet"
What P&G’s “world with no ads” announcement really means
Fighting the digital commodity magnet
How a Dutch Theme park (Efteling) is getting ready for their day after tomorrow
How Intelligence Augmented changes customer experience
Human interaction in an AI first world; the role of HR in customer engagement
How customer experience is becoming customer science
Robo-advisors: how technology will shape the future of financial services
The need for an 'AI first' mindset to keep up with customer expectations
Understanding the opportunities the Internet of Things presents B2B marketers
How bots and NLP are shifting the customer journey
4 tech trends that will shape the future of customer experience
The Offer You Can't Refuse
Customers The Day After Tomorrow
When Digital becomes Human
The offer you can't refuse in retail and CPG
8 customer experience trends for 2021
CMOs: 5 Key CX Trends To Harness In 2022
six things leaders are getting wrong about digital transformation
Lessons in customer experience from Disney
12 golden rules for customer experience strategy
The offer you can't refuse
The offer you can't refuse
The future of customer experience with Steven Van Belleghem
Experimenting with Steven Van Belleghem
future of customer experience
Create a strong customer experience
Creating strong partnerships that lead to customer success
Modern Leadership: the future of customer experience
The offer you can't refuse
The Curated Experience
Radar by Nexxworks episode 2
Radar by nexxworks episode 1
Crack the code
10 most Frequently Asked Questions of customer experience
My 12 golden guidelines for CX
Steven Van Belleghem x Duncan Wardle
Plan International Belgium
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