Radio and PodcastLive Radio & PodcastsOpening Radio and Podcast...
Radio and PodcastLive Radio & PodcastsFetching podcast shows and categories...
Radio and PodcastLive Radio & PodcastsFetching podcast episodes...
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...
In my recent deep dive into Airbnb's customer experience (CX) philosophy, I've been particularly inspired by the innovative approach of its...
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...
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...
Neuhaus chocolates turned the idea of customer loyalty upside down, cleaning company CSU introduced a special phone case to motivate employe...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
New podcast! I had a great talk with Tom Roelens, the General Manager and Senior Vice President of Operations Atlantis Dubai. With more than...
Welcome to the second episode of CX Update, my new monthly overview of interesting, inspiring and extraordinary CX stories. In this month’s...
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 co...
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...
In this episode of Steven’s Week: Nike’s virtual adventure continues with the acquisition of digital fashion startup RTKFT, US consumers lik...
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 br...
Hey guys! In this week’s episode: Uber partners up with healthcare startups for fast medication delivery while Didi, the Chinese answer to U...
Which customer experience trends will shape 2022? What will CX look like in 2022? If you ask me, these 10 customer experience trends are goi...
Welcome to Steven’s Week #221! In this show: Apple is speeding up the development of its much-anticipating electric car, Amazon plans to ope...
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 platf...
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 fu...
What does Chinese fashion retailer SHEIN have that Zalando, its European competitor, doesn't? And will that be enough for SHEIN to dominate...
Welcome to my 218th weekly! In this edition: billion-dollar players are battling to win the last-mile delivery war, Walmart re-introduces co...
Disney versus Tencent is one of the most exciting battles in the world of entertainment. Tencent is at an advantage because they are focusin...
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 Cur...
Facebook versus ByteDance is one of the most exciting battles in the world of technology today. What can we expect from these two giants? Ch...
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 it...
Welcome! This week I talk about Facebook's outage and the dependency questions it raised, TikTok owner ByteDance is building an e-commerce p...
Hey everyone, welcome to Steven’s Week #215. On this week’s show: Amazon presents Astro the household robot, TikTok celebrates 1 billion use...
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...
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 depressi...
How Xiaomi beat Apple: the Chinese company became the biggest smartphone manufacturer in the world, using a completely different strategy.
Welcome to the very first episode where Pascal Coppens and I compare 8 international Chinese and Western technology giants. The main questio...
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 Grou...
Hey everyone! Topics of this week’s show: PayPal is aiming at in-store payments, pharma and wellness retailer Walgreens is starting its own...
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...
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 Cot...
Part 2 of my webinar series on customer-centricity dives into the aspect of product innovation. Innovation is no guarantee for success, so t...
How can you make your company more customer-centric? In 3 webinars, Leslie Cottenjé (Hello Customer) and I dive into the world of customer-c...
Welcome to the last weekly before my summer break! In this episode: Lego is working on bricks made out of recycled plastic bottles, TikTok f...