Steven Van Belleghem

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...

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 a company that prides itself on its personal customer care. By writing down your name on your cup of coffee...

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 end of the second e-commerce phase. The first phase was just the start so you could only buy products and...

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 for your smartphone. Enter Nexar, who decided to improve on this. By employing the sensors and processor of the iPhone…

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, you can feel the fear for what I call ‘Tripadvisor Terrorism’. Front office employees are very often confronted with brutal...

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 we know as YouTube and Netflix. They combine an offering of user-generated content and content created in-house. Make no mistake,...

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