The CX Podcast
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The CX Podcast
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...
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CX Update #20: customer satisfaction at Airbnb, building empathy and more!
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...
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 kno...
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 conversationa...
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 imp...
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...
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...
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 A...
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 A...
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 t...
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...
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 groundbreak...
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 cust...
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-isin...
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 e...
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....
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...
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 qu...
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...
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...
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,...
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...
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 tal...
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...
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 startin...
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...
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 t...
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 pr...
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 h...
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 cash...
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, TikTo...
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 advanta...
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 Europe...
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 conversation...
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 gamin...
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 Healt...
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...
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...
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 an...
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...
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.c...