Steven Van Belleghem
Steven Van Belleghem
Steven Van Belleghem is inspirator at B-Conversational. He is an inspirator, a coach and gives strategic advice to help companies better understand the world of conversations, social media and digital marketing. In 2010, he published his first book The Conversation Manager, which became a management literature bestseller and was awarded with the Marketing Literature Prize. In 2012, The Conversation Company was published. Steven is also part time Marketing Professor at the Vlerick Management School. He is a former managing partner of the innovative research agency InSites Consulting.
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…
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…
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,…
Marketing to machines: what it is & how you can use it in your company
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…
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…
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…
The 6 hottest industries of 2019 – where we’ll see exciting Big Tech company investments
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…
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,…
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…
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…
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…
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…
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…
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…
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…
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...