TOPICS:

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• THE INFLUENCE OF NEW TECHNOLOGIES ( AI , 5G , IOT ...) ON CUSTOMER
  EXPERIENCE
   

​How are emerging technologies redefining the way we interact with brands? Steven reveals the behind-the-scenes of a silent revolution where AI, 5G, and IoT converge to create unprecedented customer experiences. Through concrete cases and notable innovations, discover how these technologies transform each touchpoint into an opportunity for delight. An exciting exploration of new territories in customer experience, where technology becomes the catalyst for more intuitive, contextual, and meaningful interactions.

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• THE HUMAN ROLE IN A WORLD OF AUTOMATION: HOW TO DELIGHT CUSTOMERS WITH THE HUMAN TOUCH
   

​Automation is radically transforming our interactions, but empathy, intuition, and human creativity remain irreplaceable assets. Steven demonstrates how high-performing companies orchestrate a perfect synergy between artificial intelligence and emotional intelligence. His vision redefines the customer experience by placing the authenticity of human relationships at the heart of technological innovation.

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• CUSTOMER EXPERIENCE AND AI: CUSTOMERS THE DAY AFTER TOMORROW

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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. 

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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.

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• CX STRATEGY: THE OFFER YOU CAN'T REFUSE 

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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.

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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.

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• CREATING A STRONG CUSTOMER CULTURE: THE DIAMOND IN THE ROUGH

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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. 

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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.

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• TRANSFORM THE ROLE OF HUMANS IN CX: WHEN DIGITAL BECOMES HUMAN

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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.

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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.