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A charismatic speaker with the ability to truly connect with his audience

Belleghem

Steven van Belleghem

travels from Belgium

Expert in customer focus in a digital world: When Digital becomes Human - The Transformation of Customer Relationships

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Keynote speaker Steven van Belleghem is an expert in customer focus in a digital world. A sought-after international speaker, Steven shows his audience the world of modern customer relationships in a smart, engaging and inspiring way. Speaker Steven van Belleghem is also a bestselling author and successful entrepreneur.

Steven van Belleghem is a charismatic speaker with the ability to truly connect with his audience – and he’s never boring! His keynote on “Customers the Day After Tomorrow” is very popular. With attendees all over the world, he has spoken in over 30 different countries.

He has an educational background in economics from the University of Ghent and spent most of his summers at the UC Berkeley to specialize in marketing. In 2001, Steven was one of the first employees to join InSites Consulting, a start-up in the online research industry. Over time he worked his way up to become one of the company’s managing partners and shareholders. He is also the co-founder of consultancy firm Nexxworks and of content creation company Snackbytes.

Speaker Steven van Belleghem started his own inspiration company called B-Conversational. Together with his business partner and wife Evi, he dedicates his work to improving clients’ customer service. Apart from being a successful speaker, Steven van Belleghem has authored several bestselling books. His latest book “Customer The Day After Tomorrow” discusses the future of customer relations in a world of artificial intelligence, automation and bots.

See keynotes with Steven van Belleghem

    Keynote by Speaker Steven van Belleghem

    When Digital becomes Human: The Transformation of Customer Relationships

    • 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.
    • Steven guides you through his new story ’When digital becomes human’. It’s a narrative about the combination of the digital and the human transformation in your customer strategy.
    • This story takes you on a journey to the future. It is provocative, exciting and scary at the same time. Enjoy this amazing ride!

     

    Keynote by Speaker Steven van Belleghem

    Customers The Day After Tomorrow: Winning Customers in a World of AI, Bots & Automation

    • We are entering a new phase of digital transformation: Artificial Intelligence is the hot topic and with good reason. It is very much our reality.
    • This change in technology changed the expectation of customers.
    • In this keynote, Steven discusses the importance of remembering your customers and considering the service they expect as we dive deeper into this phase of artificial intelligence.
    • Do you invest enough time researching the customer relationship in the day after tomorrow?
    • Listen to customer relations expert Steven and take his advice: Start today. By finding the right communication channels, you can make your business stand out from the crowd. 
Steven van Belleghem - video

Who is Steven Van Belleghem?

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Steven van Belleghem - video

The rising importance of human interface in a tech-dominated world

Watch the TEDx Talks by Steven van Belleghem

See keynotes with Steven van Belleghem
09.21.2015

Interview with Steven van Belleghem

Why is it important to retain a human element even in an otherwise purely digital experience/ interaction?

Everything is becoming digital and because of that the value of the human touch is increasing every day. This statement is based on the law of scarcity: when something becomes scarce, it increases in value. The one thing that will become scarce in the customer relationship of tomorrow is the pure human touch and because of that its value increases.

So, I believe companies are facing a double transformation. On the one hand, every company has to speed up their investments in digital and because of this, the role of humans in a company will change as well. So the consequence of the digital transformation is the human transformation of customer relations.

How do you bring in an ’emotional layer’ in a digital strategy?

Being extremely good in digital is crucial to survive in this world, but only investing in digital creates a pure rational relationship. The human touch helps to create emotion. There are three elements of this human touch that cannot be created through digital interactions: empathy, passion and creativity.

Companies that are good in those three will be tomorrow’s winners. In the future almost everything will be automated. As humans, it is crucial to look for ways to differentiate ourselves from technology, these three elements are the key that this differentiation.

Who according to you has done a good job of it – couple of examples?

Several companies are doing a good job. Take Disneyworld in Orlando, US. They have automated the customer interaction with a fantastic customer interface. Every customer gets a magic band when they visit Disneyworld. This band does basically everything for the customer: it opens your hotel room, it gives you access to the park, you can make ride reservations through the connected app and so on.

But the same time, Disney is investing in keeping the human touch very strong. In fact, because of the automation, their staff has to spend less time on the pure operational part of the customer relation. This creates additional time and this time can then be invested in the more human part of the relationship. Smart companies automate the operational part of the business to create time amongst their teams to really connect with their customers.

What are the challenges of finding common ground between the digital and human elements?

The difficulty is that we sometimes take the human part for granted. Some companies think: ok, we already have the humans, so we only need to focus on the digital part. That is very tricky. In most companies, the human potential is not used to its maximum potential. It is not because you work with humans that your company is good in the human touch of doing business. Most companies now only focus on digital and because of that, they are missing out on a big opportunity to win the heart of their customers: the human element.

As a leader, how do you drive this through the organisation?

Positive leadership is crucial. As a leader, I see three challenges in today’s world. First, leaders have to make sure that their companies are ambitious enough. Companies like SpaceX (second company of Elon Musk) wants to colonize Mars. Google wants to extent people’s life and tackle the problem of aging. New style companies have more ambitious goals. These goals are not just financial goals, they are ambitions to change the world. As a leader, ask yourself: is your company still ambitious enough or do you just want to make some more money?

Second thing is to keep the focus on the customer. This is not the age of technology, this is the age of the customer. The customer becomes more and more demanding. Only extreme customer centricity can help you to deal with this. And the third element is to make sure the people in an organization get support and trust to outperform on the pure human strengths (empathy, passion, creativity).

Are certain industries better placed to do this than others? If so,which ones, and how to the others (not so well placed ones) drive this in their businesses?

At the end of the day, 90% of the companies will go through these changes. Some already went through the storm. Just think about travel or music. At this point, there are a number of sectors in the storm: finance, retail, healthcare. And others see the storm coming. In a way, we have begun to build your brand here.

Why should clients use you for their next event?

If people book me, they can expect a very dynamic, mind-stretching and in-depth presentation. I love to make it very engaging. My goal is to change the mind and behavior of my audience. So, would love to speak at events of people that want to learn more about the future of customer centricity in a digital world.

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