Steven Van Belleghem
CustomerThink
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Past articles by Steven:
How Customer Experience is changing the healthcare industry
June 29, 2020 Healthcare is one of those industries that everyone needs, but no one really loves. One of the big reasons obviously is that sickness always comes with pain and fear, but the problem reaches deeper. Research by Salesforce showed that no less than 47% of consumers say that healthcare and life sciences are more focused on industry needs than patient needs. A study from PwC shows that… → Read More
What you can learn from Customer King Warby Parker about Customer Experience
Warby Parker, the American online retailer of prescription glasses and sunglasses, has the powerful reputation of being one of the most customer centric companies out there. They are also a perfect example of what I call the three pillars of ‘The Offer You Can’t Refuse’ (the title of my new book coming out in September 2020). Warby Parker is a true master of the customer journey, with flawlessly… → Read More
The opinion of 6 experts on the future of contact centers in a post-corona world
Lately, I have been thinking quite a lot about the future of contact centers, especially now that we are dealing with a huge health, social and economic crisis triggered by the pandemic. The sector was already under pressure because of automation: with chat bots and voice assistants increasingly taking over the role of contact centres that are, let’s be honest, not always as easy to reach as we… → Read More
Five digital media tactics to use during the corona crisis
Digital channels are vital to communicate with the world and with your clients these days. Companies that invested in digital communication in the last few years can now benefit from that network and expertise. If you thought that Facebook, LinkedIn and Instagram was something for people with too much time on their hands, you’ve probably come to regret that assumption. There is good news,… → Read More
The opinion of 14 experts on customer experience in the post-Corona era
The Corona crisis is still raging around the world. More than 1 billion people are presently quarantined, and the economy is having its worst moment in the last few decades. The question is, what will the world look like once this crisis is under control? What will change in the world, and what will remain the same? Many companies all over the globe are re-thinking their marketing strategies –… → Read More
Emotional Convenience and Responsible Decisions guide you through the Corona Crisis
Most industries are currently suffering from the Corona crisis. It struck hard and unexpectedly. We were not prepared for this. Around the world, companies are wondering how to proceed. Many are struggling to survive. I wonder every day how long the world can handle a crisis like this. Hopefully we can all work together to fight this global invisible enemy. What about our customer experience and… → Read More
Ethical Or Unethical Algorithms? The Crucial Challenge For AI Platforms
Guides, advice and tips for small businesses, start-ups and entrepreneurs on subjects like finance, technology, sales and marketing → Read More
Marketing to machines: what it is & how you can use it in your company
From SEO to AO Now, for those critical readers amongst us: true, influencing algorithms to get to the consumers is not new. We’ve all had to perform some Search Engine Optimization to keep afloat in Google’s sea of information. But the difference was that, with SEO we were still trying to affect humans in the end. If our fridge automatically buys new milk when the bottle is almost empty or if we… → Read More
Marketing to machines: what it is & how you can use it in your company
From SEO to AO Now, for those critical readers amongst us: true, influencing algorithms to get to the consumers is not new. We’ve all had to perform some Search Engine Optimization to keep afloat in Google’s sea of information. But the difference was that, with SEO we were still trying to affect humans in the end. If our fridge automatically buys new milk when the bottle is almost empty or if we… → Read More
Why brands need to become ‘Trusted Gatekeepers’
Trusting algorithms over humans Trusting machines works exactly the same way as trusting a human: if Phil always pays my invoices on time, I will trust Phil. If he doesn’t, I won’t. Exactly like that, if booking.com keeps suggesting hotels that turn out to be exactly what I like, I will trust booking.com, quite blindly. If it doesn’t, I won’t. Even companies tend to underestimate this simple law… → Read More
What To Expect From Tech Giants In 2019
Opinion pieces by entrepreneurs, executives and experts on aspects of running businesses → Read More
The most exciting facial recognition use cases in business
Efficiency & the era of Pig Data When a new or a matured software enters the market, it’s typically used to increase the speed and efficiency of certain processes. So it should not come as a surprise that organizations are looking into facial recognition to make them more effective, secure and to improve the quality of their products. This is not the cool or ‘sexy’ part where the customer… → Read More
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 going to take off. The quality of the ‘human touch’ in customer service will fundamentally increase because more data will be available for the front line staff. Human… → Read More
How will AI influence the customer experience? 6 steps:
Since the founding of the internet, one of the primary challenges has been to help people get the information they want and need. Google was the first major company to solve this for search, which has contributed to their huge rise. But that was the first generation, pre-AI. Already, though, AI can help remind you about getting to your appointments on time, by incorporating information from your… → Read More
How will AI influence the customer experience? 6 steps:
Since the founding of the internet, one of the primary challenges has been to help people get the information they want and need. Google was the first major company to solve this for search, which has contributed to their huge rise. But that was the first generation, pre-AI. Already, though, AI can help remind you about getting to your appointments on time, by incorporating information from your… → Read More
The paradox of customer experience: human interfaces versus artificial intelligence (AI)
Recently, I was checking in to a business hotel for a trip I was making, a process I’ve gone through hundreds of times all around the world. Most business hotels are pretty similar to each other. However, this one instance, one of the lobby staff walked up to me and welcomed me by name. He had remembered that the previous time I checked in, it was also early in the morning, and that I had asked… → Read More
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 principles I talked about and his daily routine in the White House. Escaping the bubble Every day that President Obama was in office, he made a… → Read More
Are You Investing In Intelligence Augmented?
Opinion pieces by entrepreneurs, executives and experts on aspects of running businesses → Read More
From Complex To Simple: The Evolution Of The Interface
Opinion pieces by entrepreneurs, executives and experts on aspects of running businesses → Read More
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 playing about. Even so, it is the start of the evolution in AI that will soon see companies offering significant added value to their customers. This… → Read More