Flip the Switch

Future of Customer Experience w/ Steven Van Belleghem

Steven Van Bellegham is a best-selling author and an international keynote speaker, largely focused on the future customer experience. He’s given keynotes in over 40 countries, and he’s worked with some of the biggest companies in the world, from Google to Mercedes Benz.

Steven is the author of multiple international bestselling books including ‘The Conversation Manager’, ‘When Digital Becomes Human’, ‘Customers the Day after Tomorrow’, ‘The Offer You Can’t Refuse’ and a futuristic technology thriller called Eternal, which we discuss at the beginning of the episode.

To preview what this episode is about, I’m going to steal this from his website’s About page: “Steven believes in a bright future where companies play the long-term game with their customers. His passion is spreading ideas about the future of customer experience. Steven believes in the combination of common sense, new technologies, an empathic human touch, playing the long-term game and taking your social responsibility to win the hearts and business of customers over and over again.”  

If that’s up your alley, you’re gonna love this episode.

Show Notes

(5:30) Getting to know Steven Van Belleghem

(9:00) Reinventing a global business during the COVID-19 pandemic

(12:00) The balance of technology and in-person engagement on business

(17:45) How do you add value at the exact right moment without being intrusive?

(21:30) Taking a commodity and making it an ecosystem

(22:00) How subscription models change markets

(25:00) Building a sponsorship community with Club Brugge

(29:30) Creating ethical guidelines for dealing with emotions

(30:08) Your why should be where you are going, not where you’ve been

(38:15) Magical moments curated by Disney

(43:15) What would Joy do? (Lessons learned from Disney’s Inside Out)

(47:15) Setting policies that will serve the greatest number of fans

(52:30) The downsides of technology – removing the human element

(54:30) It’s not about knowing what customers want, but how they want it

Additional Resources
E-book “From CX to XC”

Where to Reach Steven:
Twitter: @StevenVBe
Youtube: Steven’s Channel

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