Keynote speaker & inspirator on customer centricity in a digital world. Author of When Digital becomes Human, Conversation Manager/Company.
…
continue reading
Every month Steven shares his view on the latest customer experience, marketing and technology news in a short update. On a regular bases, you can also listen to (parts of) his keynote presentations and interviews with experts in the field of customer experience and technology. Steven is a thought leader on the transformation of customer relations and the future of marketing. He is an expert in inspiring companies to become true customer-centric organizations in this high speed digital world.
…
continue reading
Welcome to the The TPM Podcast! Our show is designed to focus on Tech of past, present and the future, the People behind the brands, organisations and developments and the inside scoop of the Markets they operate in. Get ready for industry insight, wit and plenty of laughs along the way!
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #20: customer satisfaction at Airbnb, building empathy and more!
6:47
6:47
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
6:47
In my recent deep dive into Airbnb's customer experience (CX) philosophy, I've been particularly inspired by the innovative approach of its co-founder and CEO, Brian Chesky. Here are three critical lessons from Airbnb's CX strategy that exemplify why Brian is revered as a formidable leader in customer-centric innovation, a true "Customer Leader" as…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #18: Mental flexibility, Victoria’s Secret and many more!
5:52
5:52
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
5:52
Welcome to CX Update #18! I am taking you to Disneyland Paris for an interesting story on the importance of mental flexibility. And do you want to know which much-heard reaction I’m allergic to? And what I think is so interesting about Victoria’s Secret CX? Listen to the podcast.
…
continue reading
It’s a wrap for 2023, but what’s in store for CX in 2024? In this episode, you’ll discover why CEO’s should all be friction hunters, how conversational AI can help you when you have vegan guests coming over for dinner … and why a personal visit from a customer service specialist might be in the cards. Explore 10 game-changing trends that will impac…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #17: customer loyalty, effective empathy and many more!
8:34
8:34
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
8:34
Neuhaus chocolates turned the idea of customer loyalty upside down, cleaning company CSU introduced a special phone case to motivate employees and improve customer culture, while AG Insurance did a great job collecting valuable direct customer feedback. Enjoy the new update, everyone!
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #16: Personal AIssistants, frontline staff and many more!
8:09
8:09
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
8:09
Welcome to a new CX Update! In this episode: why do we use the scary word ‘frontline’ for such a happy place? Personal AI assistants could be the next big thing in CX, and Patagonia took the promise of lifetime guarantee to an amazing new level. Also, on a more personal note: my new book ‘Diamond in the Rough’, a how-to guide for customer culture, …
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #15: Friction hunter, non negotiable rules and many more!
6:25
6:25
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
6:25
Thanks for tuning in to a new CX Update! I’ve got a great story about the CEO of Airbnb who took matters into his own hands to discover the CX of his company. And have you heard about Disney’s inspiring non-negotiable rules? Watch the video and find out!
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #14: Artificial empathy, opposing interests and many more!
7:22
7:22
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
7:22
Welcome to CX Update #13 everyone! In this episode I’m sharing my views on how AI will change the way customers take buying decisions. The filter of AI will have a huge impact on the brands we choose! I'm also explaining why you shouldn't always take feedback literally, and Whitney Houston is helping me to make another important point about CX. Enj…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #13: AI buying behavior, understanding customer feedback and many more!
9:32
9:32
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
9:32
Welcome to CX Update #13 everyone! In this episode I’m sharing my views on how AI will change the way customers take buying decisions. The filter of AI will have a huge impact on the brands we choose! I'm also explaining why you shouldn't always take feedback literally, and Whitney Houston is helping me to make another important point about CX. Enj…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #12: Communities, human skills and many more!
11:39
11:39
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
11:39
Welcome to CX Update #12! I’m sharing some great examples of community creation I saw on my latest trip to LA and of course I’m talking about the #1 tech topic at the moment: ChatGPT and the role of humans in an AI-based world. Because, believe me: humans will always have a big value in CX. Enjoy!
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #11: New phase of personalization, the benefits of chatGPT and many more!
8:05
8:05
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
8:05
Welcome to my CX Update #11! I’m talking about the new phase of personalization we’re in — and guess what: AI has a lot to do with it. And speaking of AI: here are my 5 ways to use ChatGPT to improve your customer experience. Enjoy!
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #10: Customer Experiences stories about Le Louvre, Disney and many more!
9:19
9:19
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
9:19
I’m talking about a fantastic CX philosophy at the Louvre, the new friction hunt at Disney parks, BMW impressing me at #CES23 with a groundbreaking interface on their new concept car and the most popular shopping app in the world right now: Temu. Enjoy!
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #9: The importance of micro decisions in cx, the never normal customer and more!
15:02
15:02
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
15:02
In episode #9 of CX Update I introduce the never normal customer, shaped by 4 important changes in our society. I also explain how a strong customer culture can boost innovation and I talk about the power of micro-decisions. Enjoy!
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX TRENDS FOR 2023: the rise of empowered CX, bright cx and more!
28:05
28:05
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
28:05
Let’s take a trip to the future, with my 10 most important CX trends for 2023: from the Top Guneffect to a new loyalty philosophy and from TikTok-ising your interface to ambient intelligence.Which ones do you think will have the biggest impact?
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #8: The 90% tech experience, impact on the world with your customers and more!
8:16
8:16
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
8:16
It’s time for another CX Update! In episode #8 I’m talking about what I call the ‘90% tech experience’ (and why tech is no longer the Holy Grail), I explain how you can have a positive impact on the world through your customers and I discus the value of the experience vs. the product. Enjoy the show!…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #7: CX is NOT a Christmas Tree, The open door effect and more!
13:26
13:26
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
13:26
Welcome to CX Update #7! In this new CX Update I talk about how you can be more efficient as a company without having to save on customer experience. I also illustrate the amazing effect of the Open Door Button philosophy and explain how overpromising and a lack of communication can ruin your customer's experience. Enjoy!…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #6: Time to Tik-Tok'ise your interfaces, create a customer culture and more!
10:43
10:43
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
10:43
Welcome to CX Update #6! In this episode you'll find out what I mean by the ‘Top Gun effect’ in customer experience. I also explain how companies can create a strong customer culture and why I believe it’s time to introduce the TikTokization of our interfaces. Time for a summer break now, see you in September!…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Interview with Alexis Lebedoff: Country director Meta Belgium
33:35
33:35
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
33:35
I had a great talk with Alexis Lebedoff, the Country Director of Meta Belgium. Ten years after opening the Facebook offices in Belgium, it’s been a quite a ride with lots of exciting changes and challenges along the way. In this podcast episode Alexis tells me what he learned in that time and he talks about the huge impact of the Facebook-to-Meta t…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #5: Customer experience in times of high inflation, How lululemon is re-thinking customer loyalty and more!
17:18
17:18
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
17:18
In episode 5 of my CX Update I’m dealing with a question that many people ask me: what should we do about our CX in times of inflation and budget cuts? In this video, I’m sharing my short-run and long-run solutions. I’m also talking about new ways of customer loyalty, with a great example by Lululemon, and I illustrate the difference between being …
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #4: The power of moments, Web3 is NOT a pot of gold and the wait'o'graphers from Hilton
13:41
13:41
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
13:41
Welcome to episode 4 of my CX Update! This month I’m talking about Waitographers, which I believe is a fantastic CX example by the Hilton hotels. I’m also taking a critical look at Web3 and the Metaverse today and I’d like to share a great book on CX with you all: the Power of Moments. Hope you enjoy!…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #3: customer benefits of web3, your influence horizon and more!
14:12
14:12
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
14:12
Thanks for tuning in to episode 3 of my CX Update video! I’m taking you all to Dubai this month, to illustrate the power of CX in between touchpoints, and how you can really make a difference there. I’m also discussing some of the endless opportunities of Web3 and I’m taking a closer look at companies that speak up about what’s going on in the worl…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Special episode with Tom Roelens: We start every day with a customer experience meeting
26:26
26:26
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
26:26
New podcast! I had a great talk with Tom Roelens, the General Manager and Senior Vice President of Operations Atlantis Dubai. With more than 25 years of experience in senior leadership roles in the international hospitality industry, Tom is an expert when it comes to creating ground-breaking customer experiences., Since 2020, Tom is at the head of …
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #2: Creating positive change, the rise of immersive experiences and more!
16:14
16:14
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
16:14
Welcome to the second episode of CX Update, my new monthly overview of interesting, inspiring and extraordinary CX stories. In this month’s show I talk about how companies like Enjoy are exploring a new frontier in retail: the consumer’s home. I also share some great examples of organisations that use their CX to create a positive change in the wor…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Special episode with Ron Johnson: Commerce at home is the new frontier
29:39
29:39
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
29:39
What a pleasure to talk to Ron Johnson, Enjoy's CEO and co-founder whom I greatly admire. I've mentioned his extremely interesting retail concept - a mobile retail story - already in many of my keynotes. In this podcast, Ron and I discuss the ‘Commerce at Home’ trend and what makes the CX of Enjoy so unique. Instead of wanting you to visit their st…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
CX Update #1: Removing barriers, difference between empathy and compassion and more!
10:39
10:39
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
10:39
Welcome to the first episode of my new monthly video: CX Update! In this new format, I’ll be sharing CX stories that strike or inspire me. I'm starting off with how removing barriers is essential to offer real innovation, why a mix of convenience and entertainment is the future of CX, the impact of employee shortages on the delivery model and the c…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Steven's week 224: News about Sneakers for the Metaverse, Google and more!
5:30
5:30
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
5:30
In this episode of Steven’s Week: Nike’s virtual adventure continues with the acquisition of digital fashion startup RTKFT, US consumers like the idea of super-apps and Google is showing its strong AR ambitions. Thanks for watching!
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Steven's week 223: News about AB InBev, future of the banks and more!
5:10
5:10
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
5:10
Welcome to Steven’s Week #223! What caught my eye this week? Beer giant AB InBev is experimenting with direct-to-consumer e-commerce, big brands are taking data collection in their own hands again and McKinsey urges banks to re-invent themselves.
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Steven's week 222: News about Uber Health, DBS and more!
4:15
4:15
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
4:15
Hey guys! In this week’s episode: Uber partners up with healthcare startups for fast medication delivery while Didi, the Chinese answer to Uber, is pressed by the government because of data security concerns. And DBS bank wants to make banking invisible in our daily lives. Enjoy!
…
continue reading
![Artwork](/static/images/128pixel.png)
1
10 Customer Experience Trends for 2022, by Steven Van Belleghem
30:42
30:42
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
30:42
Which customer experience trends will shape 2022? What will CX look like in 2022? If you ask me, these 10 customer experience trends are going to be huge next year. From artificial serendipity to re-inventing customer loyalty, and from loving your frustrated customers to defining ethical boundaries, this is just a small taste of what we can expect …
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Steven's week 221: News about Amazon, Twitter and more!
4:10
4:10
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
4:10
Welcome to Steven’s Week #221! In this show: Apple is speeding up the development of its much-anticipating electric car, Amazon plans to open 260 cashierless grocery stores in the UK and Twitter is experimenting with livestream shopping. Enjoy & see you next week!
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Steven's week 220: News about Nike, H&M and more!
6:16
6:16
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
6:16
Hi and welcome to my new Weekly! In this episode: Nike wants to sell digital fashion in a virtual world, Netflix rolled out its gaming platform, TikTok is heading to a mind-blowing 1.5 billion users in 2022 and H&M wants to become a smart fashion pioneer.
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Steven's week 219: News about iOS privacy, Facebook and more!
5:50
5:50
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
5:50
Hey guys, in this week’s show I talk about how recent iOS privacy changes are having a big impact on the ad business (and Apple is taking full advantage), youngsters are massively turning their back on Facebook and Paypal’s Pinterest takeover is off the table.
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Zalando versus SHEIN - by Steven Van Belleghem and Pascal Coppens
22:34
22:34
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
22:34
What does Chinese fashion retailer SHEIN have that Zalando, its European competitor, doesn't? And will that be enough for SHEIN to dominate the European fashion market? Today, China-expert Pascal Coppens and I dive into the topic of real-time fashion.
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Steven's week 218: News about Walmart, Waze and more!
7:53
7:53
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
7:53
Welcome to my 218th weekly! In this edition: billion-dollar players are battling to win the last-mile delivery war, Walmart re-introduces conversational commerce, Amazon manipulates its algorithm to show own products first, and Waze wants you to have a stress-free commute. See you next week!
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Disney versus Tencent - by Steven Van Belleghem and Pascal Coppens
25:36
25:36
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
25:36
Disney versus Tencent is one of the most exciting battles in the world of entertainment. Tencent is at an advantage because they are focusing on gaming, something that is currently hugely popular with Generation Z. But what else can we expect from these two giants? China-expert Pascal Coppens and I take a look at this epic rivalry.…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Steven's week 217: News about Amazon, NFT and more!
6:42
6:42
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
6:42
Welcome to episode #217! In this week’s show: retailer Best Buy is making another move in the health-care sector with the acquisition of Current Health, Amazon takes customer data one step further with its own smart fridge, NFT’s reach a new milestone, and some personal podcast and book news I’m very excited about. Enjoy!…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Facebook versus Bytedance - Steven Van Belleghem with Pascal's China Lens
27:42
27:42
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
27:42
Facebook versus ByteDance is one of the most exciting battles in the world of technology today. What can we expect from these two giants? China-expert Pascal Coppens and I take a look at this epic rivalry.
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Tesla versus BYD - Steven Van Belleghem with Pascal's China Lens
24:01
24:01
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
24:01
Tesla versus BYD is one of the most fascinating battles in the electric vehicle market right now. It may look as if Tesla is outcompeting its Chinese rival, but don’t be fooled. BYD looks more than ready to take the throne in the coming years.
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Steven's week 216: News about the Facebook outage, Netflix gaming and more!
4:20
4:20
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
4:20
Welcome! This week I talk about Facebook's outage and the dependency questions it raised, TikTok owner ByteDance is building an e-commerce platform and Netflix looks ready to enter the gaming world. Enjoy, and see you next week!
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Steven's week 215: News about Amazon Astro, TikTok and more!
4:46
4:46
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
4:46
Hey everyone, welcome to Steven’s Week #215. On this week’s show: Amazon presents Astro the household robot, TikTok celebrates 1 billion users with a new set of tools and Jumbo supermarkets introduce slow and chat-friendly check-outs.
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Booking versus Ctrip - Steven Van Belleghem with Pascal's China Lens
23:30
23:30
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
23:30
China expert Pascal Coppens and I discuss the battle of the travel apps. When we look at Ctrip, the biggest Chinese tourism app, we see that Booking.com, which is the number 1 in the world, has a lot to learn from its Chinese competitor.
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Steven's week 214: News about Apple, brand loyalty and more!
5:05
5:05
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
5:05
Welcome to a new Steven’s Week! In this episode I talk about Time Magazine launching a very cool NFT project, Apple is developing a depression detector for iPhone and consumer brand loyalty is at a new low. Enjoy the show!
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Apple versus Xiaomi - Steven Van Belleghem with Pascal's China Lens
24:18
24:18
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
24:18
How Xiaomi beat Apple: the Chinese company became the biggest smartphone manufacturer in the world, using a completely different strategy.
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Amazon versus Alibaba - Steven Van Belleghem with Pascal's China Lens
29:08
29:08
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
29:08
Welcome to the very first episode where Pascal Coppens and I compare 8 international Chinese and Western technology giants. The main question in this series we want to answer is who had the best offer that we can't refuse? In this first episode, we're going to take a closer look at the two giants Amazon and Alibaba. In which Pascal and I will each …
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Steven's week 213: News about Epic Games, Fake news and more!
6:26
6:26
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
6:26
Hi everyone! Check out this week’s topics: a surprising court ruling in the Epic Games vs. Apple battle, China breaks up Alipay and ANT Group, and the fight against fake news on social media takes a blow.
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Steven's week 212: news about PayPal, Amazon Care and more!
7:40
7:40
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
7:40
Hey everyone! Topics of this week’s show: PayPal is aiming at in-store payments, pharma and wellness retailer Walgreens is starting its own bank services, Amazon’s tele-healthcare line is getting personal, and Facebook and Ray-Ban launch the Ray-Ban Stories smart glasses together. Enjoy, and see you next week!…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Steven's week 211: News about Tesla Bot, Amazon and more!
7:28
7:28
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
7:28
Welcome back everyone, ready for season 7 of my weekly? In episode #211, I talk about big brands experimenting with NFT’s to generate brand engagement, Elon Musk entering the AI robotics market with Tesla Bot and Amazon is now bigger than Walmart. Let’s go!
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Interview with Steven van Belleghem about customer centricity in internal processes
29:28
29:28
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
29:28
Is there such a thing as over-focusing on internal processes? In the 3rd and final part of my webinar on customer-centricity with Leslie Cottenjé, we take a look at the importance and the possible dangers of your company’s processes.
…
continue reading
This week podcast hosted by Sean Price is with Alex Tatham, Managing Director at Westcoast Limited. “Be the leader you would want to follow” Today we hear about the Alex’s journey and how it lead him to be the Managing Director at the UK largest IT company Westcoast Limited. Starting off working his way up to a senior management level in accountanc…
…
continue reading
![Artwork](/static/images/128pixel.png)
1
Interview with Steven van Belleghem about customer centricity in product innovation
32:32
32:32
Redă mai târziu
Redă mai târziu
Liste
Like
Plăcut
32:32
Part 2 of my webinar series on customer-centricity dives into the aspect of product innovation. Innovation is no guarantee for success, so the big question is: how can we create products and services that are relevant to our customers?
…
continue reading
This week podcast hosted by Sean Price is with Steve Phillip Suicide Prevention and Workplace Well-being Advocate and Founder of The Jordan Legacy. Today’s episode we hear about Steve Phillips experience and The Jordan Legacy Foundation. Listening to his story of the day he had one of the worst calls anyone can possibly get. 4:22 pm, Wednesday Dece…
…
continue reading