The CX Podcast

Hosted by Steven Van Belleghem

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Episodes

197

Latest episode

Apr 2024

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About the show

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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60 recent

April 26, 20246 min

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 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 described by experts Rudy Moenaert and Henry Robben. I hope you enjoyed this episode. Hopefully you have found new inspiration to improve your customer experience and customer service. If you want to learn more about me, check out www.stevenvanbelleghem.com I’m a keynote speaker, author and entrepreneur in the field of customer experience

January 30, 20245 min

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.

December 7, 202321 min

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

October 27, 20238 min

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!

September 29, 20238 min

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!

June 29, 20236 min

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!

June 2, 20237 min

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!

April 28, 20239 min

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

March 31, 202311 min

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!

March 3, 20238 min

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!