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Steven Van Belleghem is a globally respected thought leader on the future of customer experience.
With a career spanning over 45 countries and more than 1,200 keynote presentations, Steven brings a wealth of insight and inspiration to audiences seeking to truly connect with their customers in meaningful and lasting ways.
The author of six international bestsellers including When Digital Becomes Human, The Offer You Can’t Refuse and A Diamond in the Rough (named Forbes’ number one must read business book for 2024), Steven combines real world business sense with forward thinking ideas. His books have sold over 150,000 copies and are translated into multiple languages, cementing his place as one of the world’s most influential voices in customer centric strategy.
Steven’s philosophy is built on a powerful blend of common sense, emerging technology, human empathy, long term thinking and social responsibility. He believes that companies who truly invest in their customers with heart, vision and consistency will win loyalty not just once, but over and over again.
Steven is a trusted advisor to many of the world’s leading brands including Disney, Mastercard, Mercedes Benz, Heineken and Salesforce. He is also the cofounder of Nexxworks, an agency that leads global innovation tours for senior leaders, and an active investor in companies shaping the future of customer experience. Alongside his entrepreneurial work, Steven teaches part time at Belgium’s Vlerick Business School and regularly guest lectures at London Business School.
An engaging and entertaining speaker, Steven challenges audiences to reimagine what great customer experience can be in a fast changing world, blending deep expertise with relatable stories, global case studies and an infectious optimism for the future.
While most AI talks focus on tools, tech, and internal productivity, this one explores the forgotten side of AI –  the customer.
It’s about how AI is changing customer behavior, decision-making, and expectations and what that means for the future of customer experience.
Today, AI feels like an unstoppable superpower for businesses.Â
Efficiency, productivity, cost savings… it’s everywhere.
But if we only focus on internal improvements, we risk becoming irrelevant to our customers faster than we think.
The companies that dare to rethink customer relationships today won’t just survive the AI revolution – they’ll lead it.
Having a great product and offering good service is a minimum requirement in today’s market space. It’s your ticket to ride, not your ticket to win. And the same can be said about digital convenience.
Convenience is a commodity these days: if you have it, ‘fine’; if you don’t, it becomes a negative differentiator. Buying a quality product in a convenient way creates a strong transactional relationship but if you want to give your customers ‘an offer they can’t refuse’, you need to do more
There is a big paradox in the world of customer experience right now: every company has wonderful intentions to make their customers happy but in reality the quality of execution is often average to low.
In many cases, the best intentions don’t progress beyond the PowerPoint presentation. Over the past twelve years, Steven has spoken extensively with thousands of CX professionals and his conclusion is that most companies are a ‘diamond in the rough’ in terms of customer experience: they want it so badly but they don’t succeed
There is an urgent need for an extreme transformation of the customer relationship. Customers live in a world of self-service, big data, customer automation and the integration of the online & offline world.
Failing to implement the digital relationship puts your company’s future on the line. A successful digital transformation is key but it will not be enough
Artificial Intelligence has the power to change the customer relationship forever. We all believe tech is cool and shiny but our focus on the tech part can blind us to other aspects.
In this keynote Steven demonstrates that not tech but customer benefits should be the guiding star in your decision making. Using AI to create faster than real time service, hyper personalized offerings and the highest convenience levels possible generate value for your organization
Steven is a regular keynote speaker at our events & every time his performance is an absolute highlight. He has a very unique & authentic style: leveraging a combination of academic depth and well-reasoned cases, he spices up his presentations with a great sense of humor.
Steven is a frequent speaker at Rabobank. We really like the energy and humor he brings to the presentation of meaningful content. His view on customer centricity in a digital world is truly innovative and his presentations pack one hell of a punch.
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