Steven Van Belleghem

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...

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...

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...

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...

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...

5 stories of fantastic customer experience thanks to a human touch

Starbucks A few weeks ago this story was featured on almost every news site and with good reason. As most of you know, Starbucks is...

The future of e-commerce? The combination of content and commerce.

E-commerce is booming. Both the online commerce companies and the more traditional businesses are reaping the benefits of e-commerce. This boom also signals the...

5 Apps that excel in customer engagement.

Nexar In Russia, dashboard cams have become a necessity to protect yourself from insurance fraud. As result we’ve seen an increase in dashboard cam apps...

The importance of keeping consumer power in balance

Tripadvisor terrorism Over the last few years, I‘ve done a quite a bit of work for the hotel industry. In every discussion about customer centricity,...

How data, convenience and content lead to commerce

Alibaba bought Youku Toudu A few weeks ago, we had the pleasure of visiting Youku Toudu in China. Youku Toudu is a combination of what...

Back to Front: The changing roles of front and back office workers

Once upon a time, pinning down who was responsible for the relationship between company and customer was much easier. There was some nicely polished...

4 characteristics of the modern consumer

Presentation with 4 characteristics If you´d like to explore the four characteristics in greater depth, be sure to take a look at this presentation on...

Digital first = Customer first model

Customer first model If you´d like to explore my customer first model in greater depth, be sure to take a look at this presentation on...

Five more examples of how organizations are using beacons

Famous Antwerp Museum uses beacons as a guide The Rubens House, the famous Antwerp museum, now uses beacons as a personal guide. When visitors start...

Two ways to stay in the mindset of the customer in an automated world

The world is evolving: the era of self-service is making way for a world of automation. Automation is wonderful. We don’t need to do...

The Company vs. The Customer – Who is the Big Winner in Self Service?

Often, when employees bring their managers new technology tools they want to implement, the most common response is, “Well how do we know it...

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