Steven Van Belleghem

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...

The three major trends that will drive customer experience in the next decade

December 09, 2019 The ‘easy’ years of customer experience are behind us. Yes, we’ve seen truly spectacular changes in service levels in the past two decades, but I foresee even bigger challenges in the next ...

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…

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