Steven Van Belleghem

Customer Experience at Netflix: 6 lessons we can all learn from!

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 appro...

8 Customer Experience Trends for 2021

December 07, 2020 As is my tradition at the end of each year, I look back at what the past months have brought us (you can read that piece here) and I look forward at what the coming years will bring us. It ...

Five crucial ethical questions in the future of Customer Experience

December 01, 2020 As some of you may know, I have recently launched my very first work of fiction: tech thriller Eternal (buy it here in Dutch), about the tech giant X-Com and its ground-breaking technology ...

3 major non-obvious CX trends that surfaced in 2020

November 23, 2020 As you know, at the end of every year, I love to look back and forward to find out which trends have left their mark in the past months, and which ones are going to have a huge impact the c...

How the telecom industry is building ‘an Offer You Can’t Refuse’

November 16, 2020 Telecom industry players have been under tremendous stress for the past years. The ubiquity of the internet, and all kinds of free messaging and voice services are nibbling away at their re...

How the media industry is creating an ‘Offer You Can’t Refuse’

October 29, 2020 The media industry has been under a lot of pressure the past few years, especially the more traditional players like newspapers, radio and broadcast TV. Competition comes from pretty much ev...

How the financial services industry is building an Offer You Can’t refuse

October 15, 2020 The next decade of the financial services industry will be tested by many disruptions that hold as much risk as they provide potential. On top of for instance promising new technologies and ...

The future of customer experience: How B2B companies are building an ‘Offer You Can’t...

September 23, 2020 According to research by B2B International, only 14% of large B2B companies have a culture in which the customer experience is deeply ingrained. And according to McKinsey, B2C companies ty...

‘The Offer You Can’t Refuse’ for the retail industry

September 16, 2020 Retail is one of the most cut-throat and fastest moving sectors out there. And so, it’s often the best showcase for the very latest trends in technology and customer experience and therefo...

Three companies with a great partner in life strategy

September 09, 2020 The last few days I’ve been sharing a lot of content about my ‘partner in life’ and ‘life journey’ concept. As you know by now, the partner in life strategy is part of my ‘Offer You Can’t ...

There are so many reasons not to go ahead with the new customer service...

July 23, 2020 Zappos, one of the largest shoe e-tailers in the world, has always been famous for their excellent customer service. From the early days of the company, their philosophy was to ‘deliver happine...

How Customer Experience is changing the healthcare industry

June 29, 2020 Healthcare is one of those industries that everyone needs, but no one really loves. One of the big reasons obviously is that sickness always comes with pain and fear, but the problem reaches de...

What you can learn from Customer King Warby Parker about Customer Experience

June 22, 2020 Warby Parker, the American online retailer of prescription glasses and sunglasses, has the powerful reputation of being one of the most customer centric companies out there. They are also a per...

The opinion of 6 experts on the future of contact centers in a post-corona...

May 19, 2020 Lately, I have been thinking quite a lot about the future of contact centers, especially now that we are dealing with a huge health, social and economic crisis triggered by the pandemic.  T...

Five digital media tactics to use during the corona crisis

April 20, 2020 Digital channels are vital to communicate with the world and with your clients these days. Companies that invested in digital communication in the last few years can now benefit from that netw...

The opinion of 14 experts on customer experience in the post-Corona era

April 06, 2020 The Corona crisis is still raging around the world. More than 1 billion people are presently quarantined, and the economy is having its worst moment in the last few decades. The question is, w...

“Your brand history is crucial if you want to create a credible shared value...

March 25, 2020 As you are reading this, I am working full force on my new book in order to help companies differentiate themselves when user experience and convenience become a commodity. I believe that one ...

Emotional Convenience and Responsible Decisions guide you through the Corona Crisis

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 a...

What quantum computing could mean for customer experience

February 10, 2020 Quantum computing promises to completely change our world. Though it still resides in quite an experimental phase, many experts claim that it will mature and become ubiquitous in the coming...

My CES 2020 conclusions and trends: from the cool stuff to the building blocks...

January 10, 2020 I had a blast wandering around at CES 2020 this week, almost like a kid in a candy shop. It was the perfect combination of ‘cool’ futuristic stuff – the things you’d expect to see at CES – a...

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