The CX Podcast

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

   26 april 2024 · 7 min

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   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. Lees meer

   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

2. CX Update #18: Mental flexibility, Victoria’s Secret and many more!

   30 januari 2024 · 6 min

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   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. Lees meer

3. CX TRENDS FOR 2024

   7 december 2023 · 21 min

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   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. Lees meer

   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

4. CX Update #17: customer loyalty, effective empathy and many more!

   27 oktober 2023 · 9 min

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   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! Lees meer

5. CX Update #16: Personal AIssistants, frontline staff and many more!

   29 september 2023 · 8 min

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   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! Lees meer

6. CX Update #15: Friction hunter, non negotiable rules and many more!

   29 juni 2023 · 6 min

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   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! Lees meer

7. CX Update #14: Artificial empathy, opposing interests and many more!

   2 juni 2023 · 7 min

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   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 filter of AI will have a huge impact on the brands we choose! I'm also explaining why you shouldn't always take feedback literally, and Whitney Houston is helping me to make another important point about CX. Enjoy the update! Lees meer

8. CX Update #13: AI buying behavior, understanding customer feedback and many more!

   28 april 2023 · 10 min

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   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 filter of AI will have a huge impact on the brands we choose! I'm also explaining why you shouldn't always take feedback literally, and Whitney Houston is helping me to make another important point about CX. Enjoy the update! Lees meer

9. CX Update #12: Communities, human skills and many more!

   31 maart 2023 · 12 min

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   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 about the #1 tech topic at the moment: ChatGPT and the role of humans in an AI-based world. Because, believe me: humans will always have a big value in CX. Enjoy! Lees meer

10. CX Update #11: New phase of personalization, the benefits of chatGPT and many more!

    3 maart 2023 · 8 min

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    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 speaking of AI: here are my 5 ways to use ChatGPT to improve your customer experience. Enjoy!

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