Τα καλύτερα Steven Van Belleghem podcast (2024)

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CX Update #20: customer satisfaction at Airbnb, building empathy and more! 6:47

5M ago6:47

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…

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CX Update #18: Mental flexibility, Victoria’s Secret and many more! 5:52

8M ago5:52

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.

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CX TRENDS FOR 2024 21:00

9M ago21:00

21:00

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…

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CX Update #17: customer loyalty, effective empathy and many more! 8:34

11M ago8:34

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!

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CX Update #16: Personal AIssistants, frontline staff and many more! 8:09

12M ago8:09

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, …

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CX Update #15: Friction hunter, non negotiable rules and many more! 6:25

1y ago6:25

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!

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CX Update #14: Artificial empathy, opposing interests and many more! 7:22

1+ y ago7:22

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…

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CX Update #13: AI buying behavior, understanding customer feedback and many more! 9:32

1+ y ago9:32

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…

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CX Update #12: Communities, human skills and many more! 11:39

1+ y ago11:39

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!

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CX Update #11: New phase of personalization, the benefits of chatGPT and many more! 8:05

1+ y ago8:05

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!

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CX Update #10: Customer Experiences stories about Le Louvre, Disney and many more! 9:19

1+ y ago9:19

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!

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CX Update #9: The importance of micro decisions in cx, the never normal customer and more! 15:02

1+ y ago15:02

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!

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CX TRENDS FOR 2023: the rise of empowered CX, bright cx and more! 28:05

2y ago28:05

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?

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CX Update #8: The 90% tech experience, impact on the world with your customers and more! 8:16

2y ago8:16

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!…

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CX Update #7: CX is NOT a Christmas Tree, The open door effect and more! 13:26

2y ago13:26

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!…

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CX Update #6: Time to Tik-Tok'ise your interfaces, create a customer culture and more! 10:43

2y ago10:43

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!…

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Interview with Alexis Lebedoff: Country director Meta Belgium 33:35

2y ago33:35

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…

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CX Update #5: Customer experience in times of high inflation, How lululemon is re-thinking customer loyalty and more! 17:18

2+ y ago17:18

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 …

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CX Update #4: The power of moments, Web3 is NOT a pot of gold and the wait'o'graphers from Hilton 13:41

2+ y ago13:41

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!…

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CX Update #3: customer benefits of web3, your influence horizon and more! 14:12

2+ y ago14:12

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…

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Special episode with Tom Roelens: We start every day with a customer experience meeting 26:26

2+ y ago26:26

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 …

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CX Update #2: Creating positive change, the rise of immersive experiences and more! 16:14

2+ y ago16:14

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…

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Special episode with Ron Johnson: Commerce at home is the new frontier 29:39

2+ y ago29:39

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…

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CX Update #1: Removing barriers, difference between empathy and compassion and more! 10:39

2+ y ago10:39

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…

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Steven's week 224: News about Sneakers for the Metaverse, Google and more! 5:30

2+ y ago5:30

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!

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Steven's week 223: News about AB InBev, future of the banks and more! 5:10

3y ago5:10

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.

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Steven's week 222: News about Uber Health, DBS and more! 4:15

3y ago4:15

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!

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10 Customer Experience Trends for 2022, by Steven Van Belleghem 30:42

3y ago30:42

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 …

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Steven's week 221: News about Amazon, Twitter and more! 4:10

3y ago4:10

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!

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Steven's week 220: News about Nike, H&M and more! 6:16

3y ago6:16

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.

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Steven's week 219: News about iOS privacy, Facebook and more! 5:50

3y ago5:50

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.

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Zalando versus SHEIN - by Steven Van Belleghem and Pascal Coppens 22:34

3y ago22:34

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.

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Steven's week 218: News about Walmart, Waze and more! 7:53

3y ago7:53

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!

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Disney versus Tencent - by Steven Van Belleghem and Pascal Coppens 25:36

3y ago25:36

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.…

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Steven's week 217: News about Amazon, NFT and more! 6:42

3y ago6:42

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!…

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Facebook versus Bytedance - Steven Van Belleghem with Pascal's China Lens 27:42

3y ago27:42

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.

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Tesla versus BYD - Steven Van Belleghem with Pascal's China Lens 24:01

3y ago24:01

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.

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Steven's week 216: News about the Facebook outage, Netflix gaming and more! 4:20

3y ago4:20

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!

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Steven's week 215: News about Amazon Astro, TikTok and more! 4:46

3y ago4:46

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.

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Booking versus Ctrip - Steven Van Belleghem with Pascal's China Lens 23:30

3y ago23:30

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.

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Steven's week 214: News about Apple, brand loyalty and more! 5:05

3y ago5:05

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!

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Apple versus Xiaomi - Steven Van Belleghem with Pascal's China Lens 24:18

3y ago24:18

24:18

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

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Amazon versus Alibaba - Steven Van Belleghem with Pascal's China Lens 29:08

3y ago29:08

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 …

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Steven's week 213: News about Epic Games, Fake news and more! 6:26

3y ago6:26

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.

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Steven's week 212: news about PayPal, Amazon Care and more! 7:40

3y ago7:40

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!…

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Steven's week 211: News about Tesla Bot, Amazon and more! 7:28

3y ago7:28

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!

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Interview with Steven van Belleghem about customer centricity in internal processes 29:28

3y ago29:28

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.

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Sean Price & Alex Tatham 51:11

3y ago51:11

51:11

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…

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Interview with Steven van Belleghem about customer centricity in product innovation 32:32

3y ago32:32

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?

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Sean Price & Steve Phillip 57:31

3y ago57:31

57:31

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…

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