Steven Van Belleghem

6 trends that will shape customer experience in 2020

December 03, 2019 If I think about the trends that will define 2020, there’s one word that keeps popping up in my head and that’s “care”. From CAREfully and ethically treading around data use and privacy to ...

7 things we can learn from looking back at 2019

November 25, 2019 We’re almost at the end of an exciting year and I’ve decided to gather some of my favourite 2019 trends that will keep on resonating in the next few years. It’s clear that the battle for th...

Customer Experience Innovation with the One-Way and Two-Way Door rule

October 20, 2019 Reinventing yourself for the sake of your customers can be scary. In fact, companies often decide against testing and implementing great ideas, because of the potentially negative consequenc...

Marketing to machines: what it is & how you can use it in your...

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...

Why brands need to become ‘Trusted Gatekeepers’

Trusting algorithms over humans Trusting machines works exactly the same way as trusting a human: if Phil always pays my invoices on time, I will trust Phil. If he doesn’t, I won’t. Exactly like that, if booking.com keeps suggesting hotels that turn ou...

The most exciting facial recognition use cases in business

Efficiency & the era of Pig Data When a new or a matured software enters the market, it’s typically used to increase the speed and efficiency of certain processes. So it should not come as a surprise that organizations are looking into facial recog...

The 6 hottest industries of 2019 – where we’ll see exciting Big Tech company...

Payment A big booming investment market will be that of the payment industry. Let’s face it, until now, banking and finance has remained relatively sheltered from disruption, but the tech giants are increasingly venturing in that area too. China’s Alib...

10 predictions for customer experience in 2019

#1 Data comes to the front line of sales Every customer touchpoint is going to become more digital. This trend may have started before 2019, and indeed I have talked about it a lot in 2018, but 2019 is the year when it is really…

8 tech announcements of 2018 that will define the future of customer experience

#1 The Arrival of the Retail Ecosystem: Tencent, Carrefour, and others I’ve seen so much this year in the evolution of retail, and it is already starting to shake things up. It’s really exciting for both customers and retailers, but it can also be a…

How will AI influence the customer experience? 6 steps:

November 21, 2018 For a while now, I’ve been talking about my new book, “Customers the Day After Tomorrow,” so I’m sure you’re familiar with most of what I’ve been discussing. In short, the customer experience across dozens of sectors is going to be fu...

The paradox of customer experience: human interfaces versus artificial intelligence (AI)

November 5, 2018 Let's talk about one of the most important paradoxes in customer experience: the “Human Element.” Why is it a paradox? Well, it’s because it seems to be simultaneously the easiest part to understand, the easiest part to execute properl...

Lessons in customer engagement from Barack Obama

President Obama talked at length about his own views on leadership and how he worked to create a movement of hope and change. What I found particularly interesting, however, was the parallels he drew between some of the important customer engagement pr...

The six fields where artificial intelligence (AI) will offer added value in customer experience

Six steps where AI can influence customer experience Today (2017), we entrust all kinds of simple tasks to our virtual assistant, from setting our morning alarm call to timing how long it takes to boil an egg. Of course, this is little more than playin...

Three clear customer benefits in a world of artificial intelligence (AI)

Three clear customer benefits in a world of artificial intelligence (AI) Time is probably the scarcest resource of any customer group. Companies like Amazon and Booking.com are obsesses with saving time of their customers. Question is: how focussed is ...

Three cases where invisible technology leads to magical experiences

February 27, 2018 When we think of artificial intelligence, we often think of science fiction films in which robots and people are scarcely distinguishable. In our mind's eye, we see all different kinds of walking-talking machines and gadgets. And beli...

Re-think Customer Experience: Artificial Intelligence and Chatbots

I was recently invited to moderate a discussion at the excellent Fuel 2017 technology and innovation conference, hosted by Belgian media company Medialaan. We really enjoyed the partnership between our company Nexxworks and medialaan to set up this event. I really loved the panel...

The Future of Search: customer journey’s are on the edge of a fundamental shift

We’ve been working on “search” for the last 15 years. Companies around the world invested a lot in keyword buying and making headlines in their blogs so that they could work out their search behaviour in order to arrive on the first page of...

4 different ways in which technology affects customer expectations

1.Technology is becoming invisible A few decades ago, technology was very visible… and very big. You had to be quite technical to work with it all. People often ask me how society will be able to keep up with current technological developments. Well, I think...

Building a future-proof customer strategy

It is not about the technology itself, but about the consequences of the technology Technology is a central part of tomorrow’s customer relationships. In recent years, new opportunities have emerged that allow us to approach customers in a way that is better than ever. This...

5 innovative ways to micro target your content to the right audience

1. Facebook Canvas With 934 million mobile daily active users it shouldn’t come as a surprise that Facebook launched a mobile only advertisement tool. Facebook has potentially created another game changer with Canvas as it’s easy to use, faster than loading an external website and...

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