Steven Van Belleghem
Member Since: 28th Nov 2015
23rd Dec 2019
How to earn consumer trust in the post-buying, subscription era
It won’t be long until we move from the somewhat artificial and highly orchestrated current commercial market, into a situation where our...
Technology
13th Nov 2019
Welcome to the algorithm economy: Why CX will be crucial to the marketing of tomorrow
Marketing has changed intrinsically over these past few years. In fact, the only thing in marketing that remained stable is its purpose,...
Technology
24th Jul 2019
What CX strategies will succeed in a world of AI platforms?
Three CX strategies to ensure non-tech brands can still thrive in an AI future. When I talk to audiences and business around the world...
Loyalty
9th Jul 2019
Lessons from four Chinese customer experience kings: DiDi, Ctrip, Xiaomi & Meituan
A handful of Chinese companies are creating a new kind of customer experience. So what can we learn from the way they deliver CX? When...
Engagement
10th May 2019
Five examples of companies using AI to improve customer experience
There are a lot of misunderstandings about artificial intelligence and its value has been undermined through a combination of scare stories...
Engagement
26th Mar 2019
Four reasons why 2019 could be the year that chatbots grow up
New innovations in chatbot use suggest that brands are identifying more ways to add value to customer journeys. For many years, business...
Channels
6th Jan 2019
The technologies that will reshape customer experiences in the next decade
In the next decade, there is a big chance that we’ll move from the somewhat artificial and highly orchestrated current commercial market...
Engagement
29th Nov 2018
How will 2018’s tech announcements transform customer experience?
What are the implications of some of this year's biggest tech stories for customer experience management? It seems that announcements from...
Engagement
26th Oct 2018
How the evolution of customer interfaces is saving brands from extinction
From complex to simple, from one-button to zero-button - does your brand understand the importance of its customer interfaces? User...
Loyalty
3rd Oct 2018
How CVS created emotional connections by refusing to give customers what they wanted
Making an emotional connection with customers can be difficult. But CVS strove to do it by refusing to sell cigarettes. If you have a...
Strategy