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Steven Van Belleghem

Co-Founder and Partner at Nexxworks

Bruges, Belgium

40891 Followers

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).

Available For:
Travels From: Brussels
Speaking Topics: Customer Experience, Customer Relations, Customer Strategy

Steven Van BelleghemPoints
Academic0
Author896
Influencer427
Speaker66
Entrepreneur60
Total1449

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Company

Areas of Expertise

AI 31.20
Business Strategy 46.74
Customer Experience 80.97
Customer Loyalty 100
Digital Disruption 30.50
Digital Transformation 30.98
Management
Marketing 84.58
Social 35.12
Leadership 31.89
Culture 32.18
HR 30.04
Big Data 30.17
IoT 30.15
COVID19 30.70
Change Management 41.33
Innovation 37.90
Smart Cities 41.67

Industry Experience

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Publications

146 Article/Blogs
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.

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Tags: Customer Experience, Marketing, Customer Loyalty

Six customer experience lessons we can learn from Netflix
Entrepreneur magazine
February 24, 2021

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Tags: Customer Experience, Innovation, Customer Loyalty

the future of AI and what customer experience can learn from it
Customer Think
February 24, 2021

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Tags: AI, Customer Experience, Customer Loyalty

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.

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Tags: Customer Experience, Marketing, Customer Loyalty

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.

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Tags: AI, Customer Experience, Customer Loyalty

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.

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Tags: Customer Experience, Marketing, Customer Loyalty

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...
The post My 12 golden guidelines for your Customer Experience Strategy appeared first on Steven Van Belleghem.

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Tags: Customer Experience, Innovation, Customer Loyalty

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!

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Tags: Customer Experience, Social, Leadership

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.

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Tags: Customer Experience, Marketing, Customer Loyalty

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.

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Tags: Customer Experience, Marketing, Customer Loyalty

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.

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Tags: Customer Experience, COVID19, Customer Loyalty

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.

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Tags: Customer Experience, Marketing, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

‘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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Tags: Customer Experience, Innovation, Customer Loyalty

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.

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Tags: AI, Customer Experience, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Innovation, Customer Loyalty

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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Tags: Customer Experience, Customer Loyalty, Innovation

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.

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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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

Ensuring perfect timing with customer service
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July 24, 2020
Check out this 1 minute video to learn more! Enjoy!
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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

The future of e-commerce: Fast and Slow
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July 22, 2020
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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

“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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Tags: Customer Experience, Customer Loyalty, Innovation

“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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

“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...
The post “Your brand history is crucial if you want to create a credible shared value proposition” My interview with Professor Filip Caeldries appeared first on St

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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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.

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Tags: Customer Experience, Marketing

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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.

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Tags: Customer Experience, Marketing

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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.

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Tags: AI, Customer Experience, Business Strategy

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.

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Tags: Customer Experience, Marketing

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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.

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Tags: Customer Experience, Marketing

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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Tags: Customer Experience, Customer Loyalty, Innovation

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.

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Tags: Customer Experience, Customer Loyalty

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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Tags: Customer Experience, Customer Loyalty, Innovation

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.

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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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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.

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Tags: AI, Customer Experience, HR

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.

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Tags: AI, Big Data, Customer Experience

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.

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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.

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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.

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Tags: Customer Experience, IoT, Marketing

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.

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Tags: Customer Experience, Marketing, Customer Loyalty

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.

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Tags: Customer Experience, Customer Loyalty

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

Steven’s week
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May 18, 2016
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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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

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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Tags: Customer Experience, Customer Loyalty, Innovation

2 Board Memberships
Plan International Belgium
LinkedIn
August 02, 2018

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Tags: Leadership, Culture

Hello Customer
LinkedIn
April 18, 2018

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Tags: Social, Leadership

5 Books
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.

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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.

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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’.

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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.

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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.

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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, …

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Tags: Change Management, Customer Experience, Innovation

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.

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Tags: Change Management, Customer Experience, Innovation

1 eBook
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.

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Tags: AI, Customer Experience, Digital Transformation

6 Keynotes
The offer you can't refuse in retail and CPG
ISG
February 22, 2021

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Tags: Customer Experience, Marketing, Customer Loyalty

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!

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Tags: Customer Experience, Innovation, Customer Loyalty

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!

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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.

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Tags: Customer Experience, Customer Loyalty, Innovation

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.

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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!

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Tags: Customer Experience, Customer Loyalty, Marketing

6 Media Interviews
Top 10 business books of 2020
Forbes
January 04, 2021

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Tags: Business Strategy, Customer Experience, Innovation

How to build brand relevance in the connected economy
The Drum
January 04, 2021

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Tags: Business Strategy, Customer Experience, Innovation

What if customers want more than excellent service
customer think
November 02, 2020

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Tags: Customer Experience, Customer Loyalty, Digital Transformation

Interview of the week: Steven Van Belleghem
Innovator news
August 30, 2020

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Tags: Customer Experience, Customer Loyalty, Digital Transformation

Four Chinese Customer Experience Kings
Blog Pascal Coppens
May 13, 2019

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Tags: Customer Experience, Customer Loyalty, Digital Transformation

Thinkers 50 podcast
Thinkers 50
February 04, 2019

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Tags: Business Strategy, Customer Experience, Innovation

125 Podcasts
Crack the code
Crack the code podcast
February 17, 2021

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Tags: Customer Experience, Innovation, Marketing

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!

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Tags: Customer Experience, Marketing, Customer Loyalty

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.

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Tags: Customer Experience, Marketing, Customer Loyalty

Steven Van Belleghem x Duncan Wardle
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January 11, 2021
In conversation with Duncan Wardle, former head of innovation at the Walt Disney Company. 

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Tags: Customer Experience, Marketing, Customer Loyalty

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!

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Tags: Customer Experience, Customer Loyalty, Marketing

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’.

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Tags: Customer Experience, Customer Loyalty, Marketing

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

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Tags: Customer Experience, Customer Loyalty, Marketing

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

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Tags: Customer Experience, Customer Loyalty, Marketing

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 . . .

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Tags: Customer Experience, Customer Loyalty, Marketing

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!

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Tags: Customer Experience, Customer Loyalty, Marketing

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.

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Tags: Customer Experience, Customer Loyalty, Marketing

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

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Tags: Customer Experience, Customer Loyalty, Marketing

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

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Tags: Customer Experience, Customer Loyalty, Marketing

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.

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Tags: Customer Experience, Customer Loyalty, Marketing

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!

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Tags: Customer Experience, Customer Loyalty, Marketing

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!

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Tags: Customer Experience, Customer Loyalty, Marketing

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!

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Tags: Customer Experience, Customer Loyalty, Marketing

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!

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Tags: Customer Experience, Customer Loyalty, Marketing

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

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Tags: Customer Experience, Customer Loyalty, Marketing

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

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Tags: Customer Experience, Customer Loyalty, Marketing

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

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Tags: Customer Experience, Customer Loyalty, Marketing

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

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Tags: Customer Experience, Customer Loyalty, Marketing

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

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Tags: Customer Experience, Customer Loyalty, Marketing

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!

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Tags: Customer Experience, Customer Loyalty, Marketing

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

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Tags: Customer Experience, Customer Loyalty, 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.

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Tags: Customer Experience, Customer Loyalty, Marketing

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

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Tags: Customer Experience, Customer Loyalty, Marketing

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!

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Tags: Customer Experience, Customer Loyalty, Marketing

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!

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Tags: Customer Experience, Customer Loyalty, Marketing

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!

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Tags: Customer Experience, Customer Loyalty, Marketing

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

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Tags: Customer Experience, Customer Loyalty, Marketing

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!

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Tags: Customer Experience, Marketing, Smart Cities

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

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Tags: Customer Experience, Customer Loyalty, Marketing

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!

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Tags: Customer Experience, Customer Loyalty, Marketing

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.

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven's week 163: News about Zoom, YouTube, podcasts and much more!
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April 30, 2020
Hey everyone, welcome to my new update! On this week’s show: online doctor consultations are booming and Zoom user numbers keep on mounting, YouTube is planning a virtual film festival and the big tech companies are showing impressive growth results, while podcasts are clearly missing their commut

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Tags: Customer Experience, Customer Loyalty, Marketing

KEYNOTE Strategies to compete in a tech platform dominated world
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April 27, 2020
Amazon’s dominance has created a devil’s dilemma for their competitors: should they attack the giant, work together or focus on their own customer relations? Watch the full video from one of my keynotes to find out more.  Steven Van Belleghem is a global keynote speaker, talking about the f

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven's week 162: News about Lego, Netflix, Facebook and Alibaba
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April 24, 2020
Welcome everyone! Lego is helping health care workers, while Netflix releases astonishing subscriber figures. Meanwhile Facebook enters the Indian telecom market, Alibaba announced a massive cloud infrastructure investment and consumers expect brands to change their communication tone. Stay safe, an

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven calls with Phillippe Rogge
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April 20, 2020
In this episode Steven talks to Phillippe Rogge.
CEO Microsoft East and Central Europe

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven's week 161: News about Amazon, Airbnb and booking.com, Apple and Google
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April 17, 2020
Welcome to a new show! Amazon can’t keep up with increased demand, while Airbnb and booking.com are struggling, and rivals Apple and Google join forces to develop a tracking app. Enjoy, and stay safe!

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven calls with Tom Debruyne
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April 13, 2020
In this episode Steven talks to Tom Debruyne
Founder SUE Behavioural Design & Behavioural Design

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven's week 160: News about Bpost, Zoom, Amazon Prime Day, Disney Plus and the One World home concert
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April 10, 2020
Welcome to a new Steven’s Week! Bpost sent 1,5 million virtual postcards, Zoom user numbers are going through the roof, Amazon Prime Day postponed, the One World home concert is going to be the biggest online event ever and Disney Plus gains 20 million subscribers in 4 weeks! Stay safe!

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Tags: Customer Experience, Customer Loyalty, Marketing

KEYNOTE The world needs trusted gatekeepers / keynote at Obama event Amsterdam
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April 06, 2020
Tech companies have always been focussed on world domination. Now, they are facing a new challenge: becoming a trusted gatekeeper.   Watch the full video from this keynote to find out more!  This is a short insight from Steven Van Belleghem. Steven Van Belleghem is an international ke

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven's week 159: a new corona-themed episode of Steven’s Week!
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April 03, 2020
Welcome to a new corona-themed episode of Steven’s Week! Grocery delivery services like Instacart are booming, Decathlon is donating its full-face snorkeling masks to hospitals and virtual Zoom backdrops have become a new ad platform. Stay safe, and see you next week!

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Tags: Customer Experience, Customer Loyalty, Marketing

KEYNOTE Easy years of digital are behind us, next challenges are more complex
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March 30, 2020
The past 10 years were really exciting, many cool new interfaces changed the daily life of all of us. But when I look ahead, I feel the next  10 years bring more complex challenges than the past 10 years.  In this short keynote, I give examples from the world of mobility, healthcare and ot

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven's week 158: positive stories from companies around the world!
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March 27, 2020
Welcome to a new COVID-19 edition, focusing only on good news! More and more companies are producing disinfecting gels, Coca-Cola is using ad budget to support communities in need, JBC shares online TikTok advice, kids are sharing free personalized post cards and smart restaurant deliveries are boom

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven Talks: Interview with the management team of Centraal Beheer
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March 27, 2020
I had the pleasure of interviewing the management team of Dutch insurance company Centraal Beheer. They are an excellent example of an organisation that is completely reinventing its customer experience. They are evolving from selling products to becoming a services company. I love their approach of

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Steven calls with prof. Filip Caeldries
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March 23, 2020
In this episode Steven talks to professor Filip Caeldries.
Professor of Strategy and Organization.
TIAS School for Business and Society – Tilburg University (NL)

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven's week 157: Companies across the globe are helping people during the COVID-19 crisis!
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March 20, 2020
Companies across the globe are helping people during the COVID-19 crisis! Big news media have taken down paywalls for corona coverage, Materialise released a 3D-print design for a hands-free door handle, Apple Card payments are suspended, LVHM is producing hand sanitizers instead of perfume, Microso

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven's week 156! News about Amazon Go, CVS pharmacies and much more
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March 13, 2020
Welcome to a new show! Amazon Go is licensing its cachierless technology to other retailers, CVS pharmacies start offering a free prescription delivery service and Amazon is working on a secret ‘Gesundheit’ project to cure the common cold. Stay safe everyone, and see you next week!

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven's week 155: News about Alibaba and the coronavirus, LinkedIn Stories, Amazon Go & much more!
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March 06, 2020
Hi everyone! In this week's show: Alexa answers medication questions, LinkedIn introduces stories, Alibaba’s AI helps to diagnose the coronavirus, Amazon Go is trying out a full-size grocery store and Google’s self-driving car project raises a staggering $ 2.2 billion VC.

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven's week 154: News about an Apple tool, Boring Company, China & the coronavirus and LendingClub
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February 21, 2020
Welcome to a new Weekly! Apple’s Quick Look tool lets you shop directly in AR, the first Boring Company tunnel is almost complete, the richest man on earth is investing $ 10 billion in the planet, AI is helping China get a grip on the coronavirus and fintech company LendingClub acquires a traditio

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven's week 153: News about the Coronavirus, the US, SpaceX and a reunion in VR!
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February 14, 2020
Welcome everyone! In this week’s show: the Coronavirus crisis is giving high-tech innovation in China a boost, the US may be looking to buy Nokia or Ericsson in order to compete in the 5G race, SpaceX is suggesting a Starlink spin-off and a controversial mother-daughter reunion in VR is raising et

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven's week 152: News about Amazon Prime, Grab, Disney Plus, Unilever, Spotify and Alexa voice.
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February 07, 2020
Welcome everyone! Amazon Prime’s growth reaches 150 million subscribers, tech giant Grab acquires Bento Invest, Disney Plus hits 29 million users, Unilever launches personal Ben and Jerry’s deliveries, Spotify boosts podcasts with The Ringer purchase and brands can create their own Alexa voice.

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven's week 151: News about the battle against the coronavirus, Apple, Pinterest and P&G!
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January 31, 2020
Hi there! In this week’s show: local 5G networks help fight the coronavirus, Apple announced its highest quarterly revenue ever, Pinterest launches an AR tool to try on your pins and Procter & Gamble wants to create its own tv series to get P&G brands on streaming platforms. Enjoy!

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven's week 150: News about Tesla Model 3, Fitbit and GM Cruise
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January 24, 2020
Hi everyone, and welcome! Tesla Model 3 is crushing its (German) competitors, Fitbit data may predict flu outbreaks and GM Cruise introduces a whole new self-driving car concept. Enjoy the episode and see you next week!

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven's week 149: News about Facebook AR glasses ambition, DNA testers 23andME, Walmart and Amazon
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January 17, 2020
Welcome to a new episode! Facebook reveals its AR glasses ambition, DNA testers 23andME are disrupting the healthcare sector, Walmart introduces inventory robots and Amazon is going Dutch. Enjoy!

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Tags: Customer Experience, Customer Loyalty, Marketing

Steven's week 148: News about SpaceX Starlink satellites, Alexa, Samsung, Instagram and Amazon
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January 10, 2020
Happy New Year from Las Vegas! In the first show of 2020: 60 new SpaceX Starlink satellites launched, new Alexa and car manufacturer partnerships coming up (including Lamborghini!), Samsung presents its revolutionary AI fridge, Instagram’s active user growth is dropping and offline Amazon stores a

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Steven's Week 147: news about PewDiePie, Lyft, Apple, Amazon and Disney+
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December 20, 2019
Welcome to my last Weekly of the 2010’s! In this episode: YouTube-star PewDiePie takes a break, Lyft is entering the car rental market, Apple offers free DNA test to its employees, Amazon says goodbye to FedEx, but teams up with Apple and Google to make smart home tech more compatible and Disney+

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Steven's week 146: News about Netflix, Tesla, Walmart and Pirate Bay
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December 13, 2019
Hey everyone! In this week’s show: Netflix calls the shots in Golden Globe nominations, Tesla shows its Cybertruck trailer, Walmart is testing autonomous grocery delivery and Pirate Bay enters the streaming market. Enjoy and see you next week!

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Steven's week 144: News about Didi, Virtual Reality, Netflix, Alexa and Amazon
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December 06, 2019
Welcome! There is a portable Amazon Echo for the Indian market now coming up, Black Friday and Cyber Monday are breaking records, but Singles Day is still number 1 by far, and Daimler is pilot-testing self-driving Mercedes taxis in California. Enjoy the episode!

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Steven's week 144: News about Didi, Virtual Reality, Netflix, Alexa and Amazon
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November 29, 2019
Welcome to a new show! This week I’m talking about Chinese car service Didi introducing in-car 5G hotspots, a VR headset experiment on cows, how Netflix is trying to join the Oscars race, and the important merge of Alexa and Amazon’s AWS cloud platform. Enjoy!

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Steven's week 143: News about Amazon Go, Google Assistant, SoftBank and TikTok
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November 22, 2019
Hi everyone! Amazon Go stores will be growing to supermarket size, Google Assistant is experimenting with a personalised news feed, SoftBank is planning a merge of Japanese messaging app Line and Yahoo Japan, and TikTok is moving into social commerce by introducing in-app sales.

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Steven's week 142: News about Alibaba, Apple Card, Instagram, Amazon and Disney+
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November 15, 2019
Welcome to a new show! This week: Alibaba smashes the Singles Day sales record, Apple Card accused of discriminating women, Instagram is copying TikTok, Amazon wants to open a physical grocery store, Disney+ is an instant hit and Instagram starts hiding likes. Enjoy!

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Steven's week 141: News about Google, Twitter, Uber and Alipay
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November 08, 2019
Welcome to a new episode everyone! This week, I discuss Google’s acquisition of Fitbit, Twitter’s ban of political ads, Uber’s future plans and how mobile payments in China just got easier for tourists. Enjoy!

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Steven calls with Tony Chocolonely
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November 04, 2019
In this episode he talks to Tony Chocolonely

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Steven's week 140: News about OpenAI, Mark Zuckerberg, Netflix, Google & Libra
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October 25, 2019
A new episode of my weekly video: Mark Zuckerberg gave a speech about the possibility of free speech on Facebook, London opened the world’s first AI bar, the streaming wars are pushing Netflix to raise more money, OpenAI’s robot hand solves a Rubik's Cube one-handed, Google creates a quantum com

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Steven’s week 139: News about Facebook, Fortnite, Oracle and Google
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October 18, 2019
Hey everyone! In this week’s show: Facebook’s Libra project loses support, Chinese people trust robots more than their bosses, Fortnite blacks out (but not really) and Google introduces Pixel 4 with a cool radar chip user interface.

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Steven calls with Herman Toch
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October 14, 2019
In this episode he talks to Herman Toch

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Steven’s week 138: News about John Hancock & Apple Watch, Tik Tok, Apple, Google and Waymo
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October 11, 2019
In this episode of Steven’s week: life insurance provider John Hancock made a cool deal with Apple Watch to reward active people, Tik Tok puts safety first by banning all political ads, streaming business is becoming more aggressive, Apple will soon come out with an AR accessory for iPhones, Googl

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Steven calls with Tien Tzuo
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October 07, 2019
In this episode Steven talks to TIen Tzuo, CEO of Zuora.

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Steven's week 137: News about Volkswagen, Amazon, Mark Zuckerburg vs. Tik Tok and Google Assistant
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October 04, 2019
Welcome to a new Steven’s Week! In this episode: Volkswagen introduces its car-boot delivery service We Deliver in the UK, Amazon wants to offer Go technology to third parties, Tik Tok is making Mark Zuckerberg nervous and Google Assistant is finally starting to handle its privacy issues. Enjoy th

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Steven’s week 136: News about Walgreen, Apple, LinkedIn, Tesla, Facebook, Amazon Echo and Mark Zuckerberg’s new VR tool.
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September 27, 2019
In this week’s update: Pharma retailer Walgreens launches drone delivery in the US, Apple opens up Siri to third-party developers, LinkedIn tops digital trust report once more, Tesla reveals million-mile battery, Facebook acquires mind-reading interface CTRL-Labs, Amazon Echo Show can identify obj

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Titel: STEVENS WEEK 135: News about neobanks, Google's driverless car, voice assistance and Mercedes
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September 20, 2019
Welcome everyone! In this week's show: neobanks are skyrocketing, Google’s driverless car Waymo is taking pole position in the US, the privacy issue of voice assistance keeps on concerning people and Mercedes is no longer investing in R&D of combusting engines. Enjoy and please check out my ne

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Steven's week 134: News about Facebook, streaming music and Apple TV+ with Netflix
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September 13, 2019
Hey guys, welcome to a new episode! Facebook announced extra AI investments in the fight against fake videos, streaming revenues are dominating the music industry more than ever before and Apple TV+ is ready to take on Netflix.

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Steven's week 133: News about Didi robotaxi service, Nike, Disney+, Facebook and new iPhone
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September 06, 2019
Here we go again, my first weekly after the summer break features the Didi robotaxi service in Shanghai, Nike’s new Huarache snekers which can be unlaced by asking Siri, Disney+ is looking to become a massive hit, Facebook is considering hiding likes and rumours about a new iPhone for less than

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Steven's week 132: News about Amazon, the Harry Potter AR game, Apple and Google's Sidewalk Labs
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June 28, 2019
Welcome to the last update before the summer break! Amazon wants to use drones in a new surveillance system, the Harry Potter AR game is failing to meet expectations, Apple acquires self-driving startup Drive.ai and Google reveals very promising plans for the development of Sidewalk Labs in Toronto.

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Steven's week 131: News about Amazon, Uber Eats and McDonald's, Libra, YouTube and Alexa
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June 21, 2019
Hey everyone! In this week's show: Facebook launches Libra cryptocurrency, Uber Eats and McDonalds partner up for drone deliveries, Amazon’s acquisition of Whole Foods is not the success they hoped for, deepfake technology is becoming extremely convincing, YouTube launches a cool AR tool for makeu

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Steven's Week 130: News about Spotify, Wallmart, Amazon and insurance startup Lemonade
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June 14, 2019
Welcome to a new update on marketing and technology! In this week’s episode: Spotify closes a podcast deal with the Obamas, Wallmart is testing in-home grocery deliveries, Amazon is launching a fashion app to find clothes online based on your photos, insurance startup Lemonade is coming to Europe

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Thinkers50 interview about Automation, AI and the Customer Experience
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June 07, 2019
I did a podcast with Thinkers50. They were so kind to let me share it with you.
Thanks for having me. 

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Steven's week 129: News about Facebook's Libra, Amazon's Echo Show 5 and Amazon's iTunes
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June 07, 2019
Welcome to a new update! While we’re getting more details about Facebook’s cryptocurrency Libra, many big banks are introducing their own form of cryptocurrency. Amazon launches the lower-priced Echo Show 5 and Apple waves goodbye to iTunes. Enjoy!

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Customer experience in a world of AI platforms
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June 03, 2019
A bonus-episode.

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Steven's Week #128: News about Facebook, Amazone Alexa & 5G Technology
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May 31, 2019
Welcome to a new episode! BBC reported that Facebook will launch their own cryptocurrency, Amazon talked about the future of Alexa and announced three important items they want to work on and 5G is moving rapidly in South Korea. Hope you enjoy!

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Steven's Week #127: News about Amazon, Deliveroo, ByteDance & The Boring Company
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May 24, 2019
Welcome to a new update! An interesting new investor for Deliveroo, there’s a new music streaming service by Chinese tech company ByteDance coming up, Amazon’s private labels aren’t effecting the sales of third party sellers on the platform and the Boring Company has some very exciting plans i

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Steven's Week #126: News about SpaceX, Uber, Google Assistant & 5G Technology
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May 17, 2019
Welcome to a new show! In this week’s update: Uber’s recent stock market adventures, SpaceX’s launches the first satellites in the light of its Starlink mission, Google Assistant is entering a new phase and the 5G war between Donald Trump and China keeps on escalating.

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Steven's Week #125: News about Tencent, Singapore fintech, Amazon & 5G Technology
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May 10, 2019
Hello from China! In this week’s update: Singapore wants to introduce a virtual bank license to boost innovation in fin tech, Chinese tech giant Tencent is using AI to help diagnose and treat MS or Parkinson’s disease faster, the US urges the UK to boycott Huawei’s 5G services and Amazon Go ag

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Steven calls with Rudy Moenaert
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May 07, 2019
In the past weeks Steven called with 6 people with a great interest in technology, data, ...
In this last episode he talked with Rudy Moenaert, professor of strategic marketing.

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Steven's Week 124: news about Alibaba, Marriott, Apple, Sainsbury's and Facebook
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May 03, 2019
Welcome to a new Steven's Week! The topics of this week's episode are Alibaba doubling their volume for Tmall, Marriott starting with a home rental offering, Apple revealing their quarterly results, Sainsbury’s launching their first cashless store and Facebook announcing big plans at the F8 confer

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Steven calls with Thierry Geerts
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April 29, 2019
In the coming weeks Steven will be calling with 6 people with a great interest in technology, data, ...
In this episode he talks to Thierry Geerts, CEO of Google Belgium.

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Steven's Week 123: News about Facebook, Google, Uber and JcPenney
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April 26, 2019
Welcome back everyone! In this new episode: Facebook has confirmed it’s working on a digital voice assistant and released some impressive user and sales figures, Google’s smart city project Sidewalk Labs is being criticized for openly communicating about their data collection, we are seeing huge

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Tags: Customer Experience, Marketing, Smart Cities

Steven calls with Pascal Coppens
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April 23, 2019
In the coming weeks Steven will be calling with 6 people with a great interest in technology, data, ...
In this episode I talk to Pascal Coppens, China expert at Nexxworks.

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Steven's week 122: News about Walmart and Google Assistant, Facebook and Burger King!
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April 05, 2019
Welcome everyone! Walmart and Google Assistant partner up for voice shopping, Facebook wants to launch a specific news tab and Burger King and Nestlé are both experimenting with non-beef burgers: the Impossible Burger and the Awesome Burger. Enjoy the Easter Holiday!

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Steven calls with Ken Hughes
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April 02, 2019
In the coming weeks Steven will be calling with 6 people with a great interest in technology, data, ...
In this episode I talk to keynote speaker Ken Hughes.

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Steven's week 121: News about McDonalds, Apple and the success of cash-free stores in the US
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March 29, 2019
 Welcome everyone! In this week's show: local governments in the US aren't very excited about the success of cash-free stores, McDonalds acquires a big data company for a more personalized experience and what can we expect from Apple TV Plus and the rest of Apple’s new services?

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Steven calls with Tom De Ruyck
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March 26, 2019
In the coming weeks Steven will be calling with 6 people with a great interest in technology, data, ...
This is the second episode with Tom De Ruyck, managing partner of Insites Consulting.

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Steven's week 120: News about Whatsapp, Instagram, Volvo and Nvidia!
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March 22, 2019
Welcome everyone! In this week’s update: WhatsApp is preparing to launch a mobile payment service, Instagram is on its way to becoming a social shopping platform, Volvo announced a set of smart safety features and Nvidia’s AI software turns simplistic drawings into photorealistic landscapes.

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Steven calls with Leslie Cottenjé
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March 19, 2019
In the coming weeks Steven will be calling with 6 people with a great interest in technology, data, ...
This is the first episode with Leslie Cottenjé, CEO of Hello Customer.

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Steven's Week 119: News about Apple, Airbnb & Amazon
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March 15, 2019
Welcome to a new update! In this week’s show: rumors say that Apple will launch an AR headset, Airbnb is acquiring the booking site HotelTonight and Amazon is looking for foreign developers to introduce Alexa in more non-English speaking countries. Enjoy!

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Steven's Week 118: News about Target, BMW and Daimler, VW and Ford, Disney and Meituan!
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March 01, 2019
Welcome! In this week’s show: retailer Target gives its brands a spot on their website, BMW and Daimler are working together to challenge companies like Uber, while Volkswagen and Ford join forces in their development of driverless cars, Asia is dominating the top 50 of innovative companies and Di

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Steven's week 117: News about P&G Apple, Amazon, Elon Musk and Google!
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February 25, 2019
Welcome to another Steven’s Week! P&G is getting ready for a world without ads, Apple could be launching its own video streaming service, Amazon is investing $ 700 million in an electrical vehicle startup, Elon Musk won’t release the AI algorithm used to write a novel and Google might be sta

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Steven's Week 116: News about Colruyt, Google, LinkedIn, Apple and Walmart!
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February 15, 2019
Welcome! In this week’s episode: Colruyt and Google partner up for voice-assisted commerce, LinkedIn is about to launch live video streaming, Apple wants to introduce facial recognition to unlock cars and Walmart wants to create an advertising platform around its retail service. Enjoy!

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Thinkers 50 podcast
thinkers 50
February 12, 2019
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 . . .

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Tags: Customer Experience, Customer Loyalty, Digital Transformation

Steven's Week 115: News about Ikea, Warby Parker, a new law in New Jersey and Fortnite!
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February 08, 2019
In this episode of Steven’s week: Ikea is testing a new business model of furniture rentals, Warby Parker developed an app to try on new glasses, New Jersey is swimming against the tide by forcing retailers to accept cash payments, while Fortnite was throwing a virtual party which 10 million avata

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Steven Van Belleghem by the CEO of Accenture India
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February 08, 2019

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Steven's week 114: News about Wallmart, Facebook, Volvo and Disney!
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February 01, 2019
Welcome to a new show! Wallmart no longer needs Google to fight Amazon, Facebook keeps on growing but is criticized after paying kids for data access, Volvo will test its driverless concept car on Swedish roads and Disney’s streaming service is in for a though ride.

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Steven's Week 113: Exciting news from Microsoft, Amazon and Google, Waymo, Boeing and Netflix!
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January 25, 2019
Welcome to a new Stevens’s Week! Lots of exciting tech news: Microsoft will be using its AI assistant Cortana to support Amazon and Google, Waymo openly shares the flaws of its self-driving vehicle services, Amazon launches delivery robots while Boeing presents a flying car and Netflix announced i

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Steven's week 112: News about AT&T and Magic Leap, Caper, Bytedance challenges WeChat and Nike
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January 18, 2019
Welcome to the new update! In this episode: AT&T and Magic Leap create business solutions with augmented reality together, half of the robots were fired in a Japanese robot hotel, Caper designed smart carts to take cashier-less stores to the next level, Chinese tech company ByteDance made a soci

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What to expect from the big technology companies in 2019?
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January 18, 2019

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Steven's week 111: News about Apple, Audi, Disney, AI algorithms and Amazon Go stores
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January 11, 2019
Happy 2019 everyone! Welcome to the first show of the year, featuring Apple’s move to make iTunes available for Samsung, an Audi and Disney partnership that wants to bring VR into your car, AI algorithms that detect shared Netflix or Spotify accounts and Amazon Go stores keep on booming.

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Steven’s week 110: News about Starbucks and Uber Eats, Snapchat, Elon Musk and Google Lens!
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December 21, 2018
Welcome to the last episode of Steven’s Week this year! The topics: the movie screenplay about Snapchat is number one on the Hollywood blacklist, Starbucks is partnering up with Alibaba Group and Uber Eats, meeting apps are adding features to improve appearances, Elon Musk launched his boring comp

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10 predictions for customer experience in 2019
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December 14, 2018
10 predictions for customer experience in 2019

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Steven's week 109: News about Nvidia, Amazon, Taylor Swift and the new king of YouTube!
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December 14, 2018
Welcome to a new update! In this episode: Nvidia created an entire racing game background using AI, Amazon takes cashier-free stores to airports, Taylor Swift uses face recognition for concert security, we watched about 60 billion hours of gaming footage in 2018 and a 7-year-old boy is the king of Y

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Steven's week 108: News about Microsoft, Ali Baba, Marriott's data leak and WhatsApp!
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December 07, 2018
In this episode of Steven’s Week: Microsoft closed a huge HoloLens deal with the US army, Ali Baba seals a partnership with El Corte Inglés, Marriott’s data leak raises security questions, WhatsApp wants to start payment services in India and China wants all electric car users to share their da

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8 tech announcements of 2018
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November 30, 2018
8 tech announcements of 2018 that define the future of customer experience

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Steven's week 107: News about UPS, Amazon, Apple Pay, Spotify en WeChat!
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November 30, 2018
Welcome to a new Steven’s Week! In this episode: UPS wants to use AI to predict the weather and avoid delivery issues, Amazon launches developers’ tool RoboMaker, Apple Pay is coming to Belgium while Spotify is going to India, WeChat teams up with Japanese social platform Line and Amazon wants A

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Steven's Week 106: news about AI, Snapchat, LinkedIn en YouTube!
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November 23, 2018
Welcome to a new Steven’s Week! In this week’s show: AI made it possible to create a master fingerprint, Snapchat keeps on looking for partners to develop cool new AR features, LinkedIn is testing its own version of Stories and YouTube broadcasts the full Lego movie for free on Black Friday!

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Steven's week 105: News about Alibaba, Walmart, Starbucks and Snapchat!
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November 16, 2018
Welcome to the new weekly, now also available through iTunes and Spotify! Big news from Alibaba, that will open its first European logistics hub in Belgium, Walmart is creating in-store AI labs, Starbucks is experimenting with mobile delivery in China and Snapchat moves into personalised e-commerce

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Steven’s week 104: News about Wallmart, Amazon, Tesla and Baidu!
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November 09, 2018
Welcome to another Steven’s Week! Knight Rider is becoming reality thanks to Tesla’s ‘summon your car’ function, the Chinese Baidu smart speaker is doing spectacularly well, Walmart’s online sales is beating Amazon, but meanwhile Amazon is investing massively in its own deliveries and the

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Steven's week 103: News about Apple, Amazon Prime, Skydio, Snapchat, Uber and Walmart
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October 26, 2018
Welcome to another Steven’s week! Apple will attack Netflix and Amazon Prime with its own streaming service, Skydio launched a drone you can control with your Apple Watch, teenagers are still crazy about Snapchat, Walmart is pushing same-day deliveries while Uber has plans to launch a drone delive

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Steven Talks with Simon Mainwaring
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October 25, 2018
I had the chance to talk to Simon Mainwaring, about the social impact that successful brands could - and should - have on their customers and the rest of the world.

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Steven talks with David Li
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October 25, 2018
I had the pleasure of meeting David Li, he is the founder of the Shenzhen open innovation lab. He can describe the chinese innovation scene in a great way. We also talked about the situation in Europe and why Europe is not as innovative anymore. His answer was really insightful: Europe and the US ha

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Steven talks with Jeffrey Kang
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October 25, 2018
I had the pleasure of meeting Jeffrey Kang, he is the founder and CEO of IngDan, which is the largest IoT platform in the world. Jeffrey Kang has a impressive story. His vision, his ambition, his success is just incredible. I felt very honored to meet him and wanted to share some of his insights wit

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Steven talks with Mickey McManus
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October 25, 2018
Mickey McManus is brilliant. He is a research fellow at Autodesk and is creating the future of that company. I shared my ideas and concepts from my latest book, customers the day after tomorrow, and wanted to have Mickey's ideas on that. I LOVED this conversation. Hope you will as well.

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Steven Talks with Davy Kestens
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October 25, 2018
Davy Kestens is the founder/CEO of customer experience software company Sparkcentral.
We've been working together for more than 5 years now. I really enjoyed to see the growth of his fantastic company. His vision on the future customer experience is really interesting. Enjoy our conversation.

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Steven's Week 102: news about Rolls-Royce and Intell, MIT University, Uber, GM and Google
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October 25, 2018
Welcome to a new Steven’s Week! Rolls-Royce and Intell are close to building fully autonomous ships, MIT university in Boston is building an AI college, Uber is entering the stock market, China and Google’s talks about a censored search engine raises questions and General Motors is tracking the

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2 Speaking Engagements
The offer you can't refuse
Steven Van Belleghem
September 15, 2020
Steven Van Belleghem launched a new book about the future of customer experience. The title of Steven his new book is 'The Offer You Can't Refuse'. In this video, Steven shares the key message of this new story: he talks about the future of customer experience and inspires people to bring their customers an offer they can't refuse.

What does the Offer You Can’t Refuse stand for? It’s all about deleting boundaries for your customers and finding ways to create a perfect transaction. We are at the beginning of a new chapter in customer experience and customer service, where companies are becoming a partner in life and digital convenience is the new normal.

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Tags: Customer Experience, Customer Loyalty, Innovation

When Digital Become Human
Steven Van Belleghem
October 17, 2018
This is a full keynote based on the story of my latest book 'when digital becomes human'. Presented this on the biggest retail conference in Istanbul. Enjoy!

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Tags: Customer Experience, Customer Loyalty, Innovation

15 Videos
Steven’s week 192: News about Jeff Bezos stepping down, biometric payments and more!
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February 05, 2021

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Tags: Business Strategy, Customer Experience, Customer Loyalty

Steven's week 191: News about Google Routines, Birdwatch, influencer marketing & Twitch and more!
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January 29, 2021

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Steven’s week 190: News about Medical care at home by CVS, WhatsApp privacy controversy and more!
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January 22, 2021

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10 most Frequently Asked Questions of customer experience, by Steven Van Belleghem
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January 20, 2021

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Steven’s week 189: News about Apple Watch, record-breaking Super Bowl ads and more!
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January 15, 2021

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Tags: Business Strategy, Customer Experience, Customer Loyalty

My 12 golden guidelines for CX, by Steven Van Belleghem
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January 13, 2021

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Steven’s week 188: News about police using tracing app data, Google ethics and more!
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January 08, 2021

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4 tips for informal moments in a remote world, by Steven Van Belleghem
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January 06, 2021

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Why legal restrictions are the wrong starting point for customer service, by Steven Van Belleghem
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December 23, 2020

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Steven’s week 187: News about Apple privacy nutrition score, Google outage and more!
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December 18, 2020

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Be sure to follow my YouTube channel!
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December 18, 2020

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Governments and customer service: what’s their excuse?
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December 16, 2020

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How far do you need to go to create a solid customer experience?
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December 15, 2020

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Steven’s week 186: News about TikTok ban in India, Warner Brothers streaming and more!
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December 11, 2020

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8 Customer Experience Trends for 2021, by Steven Van Belleghem
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December 07, 2020

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