Steven Van Belleghem

How the Internet of Things will lead to faster than real time customer service

The rise of ‘the Internet of Things’ Mineworkers used to take canaries down to the coal face with them. The moment that the canaries stopped...

From big data to big relevance

Big relevance The digital customer relationship demands an excellent data strategy. The primary objective of the data strategy should not be a short-term increase in...

Defining the ‘human touch’ in the customer relationship

Of course digitalization will increase dramatically. Of course many jobs will be automated. Even so, I am convinced that in 15 years time it...

Five things that robots can’t do but people can

Yet the truth cannot be denied. Robots have already been replacing people for years and this will happen increasingly in the next decade. But...

The essence of ‘When digital becomes human’

Technology as the backbone Nowadays, technology is the sixth sense for the vast majority of people. Hardly an hour (or sometimes even scarcely a minute)...

From self-service to self-control to automation

I want everything! And I want it now! It is built into our genes. Even as small children we want to try everything, do everything...

Don’t choose between operational excellence and customer intimacy!

The modern customer relationship combines both operational excellence and customer intimacy.  And that's not all. No matter how paradoxical it might sound, the digitalization...

A digital ecosystem is built on three foundations

The ecosystem has a single, central database (1) in which all relevant information is stored. On the basis of this data, the customer is...

The six technological waves that will shape the customer relationship of the future.

Wave1: The mobile evolution The evolution of mobile technology has already come a long way, but is by no means finished. 2015 will be the...

Even in a perfect digital world, 73% want access to real people

We are living in a digital world. Several years ago, Peter Hinssen wrote that ‘digital is the new normal’. More than ever this is...

Adoption of new technologies ‘on speed’

I’m a big fan of Rogers’ adoption curve. His book ‘The diffusion of Innovations’ has a played a crucial role in my life so...

New Research Report: The Future of the Customer Relationship

Customer relations are in transformation! Pre-sales, sales & after sales are changing at high speed. Companies need to figure out the current customer journey,...

5 tips to win international clients through social media

Social networks are by definition global. If you are hoping to expand your business into new international markets, social networks offer opportunities that didn’t...

The thin line between success and failure in using customer data

“Big data” was undoubtedly the buzz word of 2013. As a result, you can bet on it that a lot of major companies are...

5 dangerous arguments for not re-inventing your own business

I’m writing this blog in Finland. I’m here for the week for different speaking opportunities and I can’t help but notice how ‘Angry Birds’...

The consumer is becoming our greatest competitor

My parents owned a photography store in the small East Flemish town of Maldegem. Photo Video Van Belleghem had a solid reputation. My father...

Leadership and creativity to win the fight between man and machine

In the next decade, machines will increasingly replace the human workforce. Since Jef Bezos shared his ideas on drone delivery for Amazon packages, the...

How long can your current business model survive?

The life expectancy of the average company is becoming shorter by the year. Last year there were a record number of bankrupties. This rapid...

Are you ready to re-invent your company’s future?

Many companies find themselves at a crossroads. The next few years will decide which business models will survive and which will undergo sweeping changes....

The satisfied customer paradox

Satisfied customers lead to a successful business. This is a hypothesis that many of us take for granted. However, recent research has shown there’s...

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