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The CX Podcast

The CX Podcast

By Steven Van Belleghem

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.
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Steven’s week 185: News about DeepMind scientific breakthrough, Facebook buys Kustomer and more!

The CX PodcastDec 04, 2020

00:00
05:52
CX Update #18: Mental flexibility, Victoria’s Secret and many more!

CX Update #18: Mental flexibility, Victoria’s Secret and many more!

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.

Jan 30, 202405:53
CX TRENDS FOR 2024

CX TRENDS FOR 2024

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 impact customer experience in the year(s) to come – and don’t forget to order my book ‘Diamond in the Rough’ if you’d like to go more in-depth.


Customer Experience Trends 2024:

Trend #1 The era of search

Trend #2 Personalization at scale

Trend #3 High-value customer agents

Trend #4 Effective empathy

Trend #5 AR breakthrough

Trend #6 When HR meets CX

Trend #7 CX for life

Trend #8 CX for the world

Trend #9 Preloved is hot

Trend #10 Friction Hunter CEOs

Dec 07, 202321:00
CX Update #17: customer loyalty, effective empathy and many more!

CX Update #17: customer loyalty, effective empathy and many more!

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!

Oct 27, 202308:34
CX Update #16: Personal AIssistants, frontline staff and many more!

CX Update #16: Personal AIssistants, frontline staff and many more!

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, is coming out next week!

Sep 29, 202308:09
CX Update #15: Friction hunter, non negotiable rules and many more!

CX Update #15: Friction hunter, non negotiable rules and many more!

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!




Jun 29, 202306:26
CX Update #14: Artificial empathy, opposing interests and many more!

CX Update #14: Artificial empathy, opposing interests and many more!

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. Enjoy the update!

Jun 02, 202307:22
CX Update #13: AI buying behavior, understanding customer feedback and many more!

CX Update #13: AI buying behavior, understanding customer feedback and many more!

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. Enjoy the update!

Apr 28, 202309:32
CX Update #12: Communities, human skills and many more!

CX Update #12: Communities, human skills and many more!

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!

Mar 31, 202311:39
CX Update #11: New phase of personalization, the benefits of chatGPT and many more!

CX Update #11: New phase of personalization, the benefits of chatGPT and many more!

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!

Mar 03, 202308:06
CX Update #10: Customer Experiences stories about Le Louvre, Disney and many more!

CX Update #10: Customer Experiences stories about Le Louvre, Disney and many more!

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!

Jan 30, 202309:19
CX Update #9: The importance of micro decisions in cx, the never normal customer and more!

CX Update #9: The importance of micro decisions in cx, the never normal customer and more!

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!

Dec 20, 202215:03
CX TRENDS FOR 2023: the rise of empowered CX, bright cx and more!

CX TRENDS FOR 2023: the rise of empowered CX, bright cx and more!

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?

Nov 28, 202228:05
CX Update #8: The 90% tech experience, impact on the world with your customers and more!

CX Update #8: The 90% tech experience, impact on the world with your customers and more!

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!

Oct 28, 202208:16
CX Update #7: CX is NOT a Christmas Tree, The open door effect and more!

CX Update #7: CX is NOT a Christmas Tree, The open door effect and more!

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!

Sep 30, 202213:26
CX Update #6: Time to Tik-Tok'ise your interfaces, create a customer culture and more!

CX Update #6: Time to Tik-Tok'ise your interfaces, create a customer culture and more!

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!

Jun 30, 202210:44
Interview with Alexis Lebedoff: Country director Meta Belgium

Interview with Alexis Lebedoff: Country director Meta Belgium

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 transition and the company’s fascinating vision of the Metaverse.

Jun 28, 202233:35
CX Update #5: Customer experience in times of high inflation, How lululemon is re-thinking customer loyalty and more!

CX Update #5: Customer experience in times of high inflation, How lululemon is re-thinking customer loyalty and more!

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 a tech company and a company that uses tech to become more customer-centric. Enjoy!

May 31, 202217:18
CX Update #4: The power of moments, Web3 is NOT a pot of gold and the wait'o'graphers from Hilton

CX Update #4: The power of moments, Web3 is NOT a pot of gold and the wait'o'graphers from Hilton

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!

Apr 29, 202213:42
CX Update #3: customer benefits of web3, your influence horizon and more!

CX Update #3: customer benefits of web3, your influence horizon and more!

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 world and try to make that a part of their customer journey.

Apr 01, 202214:13
Special episode with Tom Roelens: We start every day with a customer experience meeting

Special episode with Tom Roelens: We start every day with a customer experience meeting

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 Dubai’s most bold and innovative resorts, Atlantis Dubai. Listen to the full podcast episode.

Mar 29, 202226:27
CX Update #2: Creating positive change, the rise of immersive experiences and more!

CX Update #2: Creating positive change, the rise of immersive experiences and more!

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 world, and I take a look at some of the cool things that major brands are doing in the Metaverse. Enjoy!

Feb 25, 202216:15
Special episode with Ron Johnson: Commerce at home is the new frontier

Special episode with Ron Johnson: Commerce at home is the new frontier

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 stores, brands bring the store to your doorstep. As Ron says, our home will become the center of shopping: “A decade from now, every premium brand will have some type of ‘Commerce at Home’ experience.”

Feb 21, 202229:39
CX Update #1: Removing barriers, difference between empathy and compassion and more!

CX Update #1: Removing barriers, difference between empathy and compassion and more!

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 crucial difference between customer empathy and customer compassion. Hope you like it!

Jan 28, 202210:40
Steven's week 224: News about Sneakers for the Metaverse, Google and more!

Steven's week 224: News about Sneakers for the Metaverse, Google and more!

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!

Dec 17, 202105:31
Steven's week 223: News about AB InBev, future of the banks and more!

Steven's week 223: News about AB InBev, future of the banks and more!

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.

Dec 10, 202105:11
Steven's week 222: News about Uber Health, DBS and more!

Steven's week 222: News about Uber Health, DBS and more!

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!

Dec 03, 202104:15
10 Customer Experience Trends for 2022, by Steven Van Belleghem

10 Customer Experience Trends for 2022, by Steven Van Belleghem

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 in this video.

Dec 02, 202130:43
Steven's week 221: News about Amazon, Twitter and more!

Steven's week 221: News about Amazon, Twitter and more!

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!

Nov 26, 202104:10
Steven's week 220: News about Nike, H&M and more!

Steven's week 220: News about Nike, H&M and more!

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.

Nov 19, 202106:17
Steven's week 219: News about iOS privacy, Facebook and more!

Steven's week 219: News about iOS privacy, Facebook and more!

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.

Oct 29, 202105:50
Zalando versus SHEIN - by Steven Van Belleghem and Pascal Coppens

Zalando versus SHEIN - by Steven Van Belleghem and Pascal Coppens

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.

Oct 28, 202122:34
Steven's week 218: News about Walmart, Waze and more!

Steven's week 218: News about Walmart, Waze and more!

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!

Oct 22, 202107:53
Disney versus Tencent - by Steven Van Belleghem and Pascal Coppens

Disney versus Tencent - by Steven Van Belleghem and Pascal Coppens

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.

Oct 21, 202125:36
Steven's week 217: News about Amazon, NFT and more!

Steven's week 217: News about Amazon, NFT and more!

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!

Oct 15, 202106:43
Facebook versus Bytedance - Steven Van Belleghem with Pascal's China Lens

Facebook versus Bytedance - Steven Van Belleghem with Pascal's China Lens

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.

Oct 14, 202127:43
Tesla versus BYD - Steven Van Belleghem with Pascal's China Lens

Tesla versus BYD - Steven Van Belleghem with Pascal's China Lens

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.

Oct 11, 202124:01
Steven's week 216: News about the Facebook outage, Netflix gaming and more!

Steven's week 216: News about the Facebook outage, Netflix gaming and more!

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!

Oct 08, 202104:20
Steven's week 215: News about Amazon Astro, TikTok and more!

Steven's week 215: News about Amazon Astro, TikTok and more!

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.

Oct 01, 202104:46
Booking versus Ctrip - Steven Van Belleghem with Pascal's China Lens

Booking versus Ctrip - Steven Van Belleghem with Pascal's China Lens

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.

Sep 29, 202123:30
Steven's week 214: News about Apple, brand loyalty and more!

Steven's week 214: News about Apple, brand loyalty and more!

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!

Sep 24, 202105:06
Apple versus Xiaomi - Steven Van Belleghem with Pascal's China Lens

Apple versus Xiaomi - Steven Van Belleghem with Pascal's China Lens

How Xiaomi beat Apple: the Chinese company became the biggest smartphone manufacturer in the world, using a completely different strategy.

Sep 22, 202124:18
Amazon versus Alibaba - Steven Van Belleghem with Pascal's China Lens

Amazon versus Alibaba - Steven Van Belleghem with Pascal's China Lens

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 share our own vision on the subject.

Sep 20, 202129:08
Steven's week 213: News about Epic Games, Fake news and more!

Steven's week 213: News about Epic Games, Fake news and more!

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.

Sep 17, 202106:27
Steven's week 212: news about PayPal, Amazon Care and more!

Steven's week 212: news about PayPal, Amazon Care and more!

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!

Sep 10, 202107:41
Steven's week 211: News about Tesla Bot, Amazon and more!

Steven's week 211: News about Tesla Bot, Amazon and more!

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!

Sep 03, 202107:28
Interview with Steven van Belleghem about customer centricity in internal processes

Interview with Steven van Belleghem about customer centricity in internal processes

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.

Aug 06, 202129:28
Interview with Steven van Belleghem about customer centricity in product innovation

Interview with Steven van Belleghem about customer centricity in product innovation

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?

Jul 23, 202132:33
Interview with Steven van Belleghem about customer centricity in customer service

Interview with Steven van Belleghem about customer centricity in customer service

How can you make your company more customer-centric? In 3 webinars, Leslie Cottenjé (Hello Customer) and I dive into the world of customer-centricity. First up: how your customer service can make the difference.

Jul 09, 202134:46
Steven's week 210: News about Lego, TikTok and more!

Steven's week 210: News about Lego, TikTok and more!

Welcome to the last weekly before my summer break! In this episode: Lego is working on bricks made out of recycled plastic bottles, TikTok follows WeChat by opening its doors to third-party integration, and Belfius bank and Proximus launch a digital bank together, which makes users think about the CO2 impact of their purchases. Have a great summer and see you in September!

Jun 25, 202106:18
Steven's week 209: News about Smart clothing, Amazon's 'Just Walk Out' and more!

Steven's week 209: News about Smart clothing, Amazon's 'Just Walk Out' and more!

Welcome to episode #209, everyone! This week I talk about smart data-collecting clothes and navigational shoes for blind people, and about Amazon opening its first full-size cashierless grocery store. Meanwhile, they are licencing their revolutionary Just Walk Out technology to other companies, which is a very cool perspective. See you next week!

Jun 18, 202104:08