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...
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Steven's weekly podcast
Every week 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 presen...
Episodes
20 of 197 episodesCX 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 w...
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 con...
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 employe...
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 b...
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 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 f...
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 f...
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 abou...
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 s...
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 groundb...
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...
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 T...
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 G...
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 ex...
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 comp...
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...
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 b...
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 ho...
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 to...