The offer you can't refuse

Steven Van Belleghem

Category: Digital Behavior

Oct 26, 2020 at 15:00

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Steven believes in a bright future where companies play the long-term game with their
customers. His passion is spreading ideas about the future of customer experience.

Steven Van Belleghem is an international keynote speaker. These past years Steven has
given more than 1,000 presentations at events in over 40 countries. His core expertise is the
future of customer centricity. The combination between customer-centric thinking, the
latest technologies and the human touch is the guiding principle in Steven’s stories.
Steven is an entrepreneur. He is the co-founder of inspiration agency Nexxworks and social
media agency Snackbytes. As an investor he is also involved in the fast-growing digital
agency Intracto and AI scale-up Hello Customer. Finally, Steven is also on the board of
directors of Plan International. In addition to his entrepreneurial activities Steven is also a
part-time marketing professor at the Vlerick Business School and a guest lecturor at London
Business School. His opinion is often shared in media like Forbes, Warc, The Guardian,…
Steven has authored four international bestsellers and has sold more than 130,000 books.
His work has been translated into seven languages and he is the recipient of a variety of
awards (most innovative marketing book, best marketing book, best international business

The Offer You Can't Refuse

This last decade has been characterized by the introduction of 4G, social media and
mobile services. These technologies have given rise to a new minimum in terms of
customer experience. Customers expect ease of use, friendly and empathic staff,
omnichannel services and competitive prices. In the years to come, customer
experience will reach a whole new level. Naturally, technology (5G, quantum
computing, robotics and AI) will play a key role in customer expectations, but it goes
way beyond that. Invisible and automatic interfaces will become a necessity but the
ultimate ease of use will no longer be enough to come out on top. Automation is but
the first step. But what if customers start to have expectations that go beyond
convenience? In addition, companies will have to play an active role in their
customers’ life journey. As a company how can you help consumers’ dreams come
true and eliminate the obstacles in their day-to-day lives? And finally, companies
have the opportunity to tackle concrete world problems together with the customer.
The world is facing unprecedented challenges: climate, healthcare, government
budget deficits, mobility… How can a company involve its customers in the solution
to these problems? The combination of automation, being a partner in consumers’
lives and solving actual social issues will be the guiding principles for the successful
business of the next decade. For consumers, the combination of all these elements
constitutes an offer they can’t refuse.


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