The companies that dare to rethink how they build customer relationships today will not only survive the AI revolution, they will lead it.
A great product and providing good customer service is a minimum requirement in today's market space. It's your ticket to participate, not your ticket to win. The same can be said about digital convenience. Convenience is a commodity these days: if you have it, 'great'; if you don't, it becomes a negative distinguishing factor. Buying a quality product in an easy way creates a strong transactional relationship, but if you want to offer your customers 'an offer they can't refuse', you'll need to do more. In this keynote, Steven inspires you to become a 'partner in life' for your customers. A partner in life understands what people need and provides it at the right moment in a fully personalized way. In addition to this strategy, more and more customers expect you to use your strengths to change the world for the better. The moment you can be a partner in life and create value for society on top of your minimum requirements, you present your customers 'an offer they can't refuse'. This keynote will inspire you with examples of companies from around the world that have applied this approach to make a difference for their customers.
There is currently a great paradox in the world of customer experience: every company has wonderful intentions to make their customers happy, but in reality, the quality of execution is often mediocre to low. In many cases, the best intentions do not go beyond the PowerPoint presentation. Steven has spoken extensively with thousands of CX professionals over the past twelve years, and his conclusion is that most companies are a 'rough diamond' in the field of customer experience: they want it so badly, but they just can't make it happen. In this brand new keynote, Steven explains how to transform that rough diamond into a shining diamond. This is a story about embedding a true customer culture in your organization. This story will help you understand why teams do not respond to your request to become more customer-oriented; it shows you how small changes can make a huge difference, and it provides you with the right tools to install a customer culture throughout your organization.
Artificial intelligence has the power to change customer relationships forever. We all believe that technology is cool and shiny, but our focus on the technical side can blind us to other aspects. In this keynote, Steven shows that it is not technology, but customer benefits that should guide your decision-making. Using AI to create service faster than real-time, hyper-personalized offers, and the highest possible level of convenience generates value for your organization. In this presentation, you will find inspiration to prepare for the customer relationship of the future. You will hear concrete examples and anecdotes about how artificial intelligence truly makes a difference for your customers.
There is an urgent need for an extreme transformation of customer relationships. Customers live in a world of self-service, big data, customer automation, and the integration of the online & offline world. If you do not implement the digital relationship, the future of your company is at stake. A successful digital transformation is essential, but it will not be enough. Due to digital evolution, your customer relationship must also change on a human level. The main challenges are both numerous and interesting: finding balance in the relationship between human and machine, outlining the role of the human dimension, and optimally leveraging the power to connect people with people. Steven will guide you through his well-known story 'When digital comes human'. It is a story about the combination of digital and human transformation in your customer strategy. This story takes you on a journey to the future. It is provocative, exciting, and frightening at the same time. Enjoy this ride!
