197 episodes

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.

The CX Podcast Steven Van Belleghem

    • Business
    • 5.0 • 2 Ratings

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.

    CX Update #20: customer satisfaction at Airbnb, building empathy and more!

    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

    • 6 min
    CX Update #18: Mental flexibility, Victoria’s Secret and many more!

    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.

    • 5 min
    CX TRENDS FOR 2024

    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

    • 21 min
    CX Update #17: customer loyalty, effective empathy and many more!

    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!

    • 8 min
    CX Update #16: Personal AIssistants, frontline staff and many more!

    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!

    • 8 min
    CX Update #15: Friction hunter, non negotiable rules and many more!

    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!

    • 6 min

Customer Reviews

5.0 out of 5
2 Ratings

2 Ratings

mvelasco07 ,

Highly recommend!

Steven has created an incredibly valuable resource for anyone looking to stay informed on the latest in CX, marketing, and tech! No matter the topic, you’re guaranteed to gain actionable insights from every episode. Go ahead and give it a “follow,” The CX Podcast will quickly become a favorite in your feed!

Top Podcasts In Business

The Ramsey Show
Ramsey Network
Planet Money
NPR
The Prof G Pod with Scott Galloway
Vox Media Podcast Network
PBD Podcast
PBD Podcast
The Diary Of A CEO with Steven Bartlett
DOAC
REAL AF with Andy Frisella
Andy Frisella #100to0