Steven believes in a bright future where companies play the long-term game with their customers. His passion is spreading ideas about the future of customer experience. Steven believes in the combination of common sense, new technologies, an empathic human touch, playing the long-term game and taking your social responsibility to win the hearts and business of customers over and over again.
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The Offer You Can’t Refuse
The Offer You Can’t Refuse is named by Forbes as one of the 10 must read business books of 2020!...
Customers the day after tomorrow
Customers the Day after Tomorrow is a story about the future of customer relations in a world of artificial intelligence,...
When digital becomes human
There is an urgent need for an extreme transformation of the customer relationship. Customers live in a world of self service,...
The Offer You Can't Refuse
This last decade has been characterized by the introduction of 4G, social media and mobile services. These technologies have given rise to a new minimum in terms of customer experience. Customers expect ease of use, friendly and empathic staff, omnichannel services and competitive prices.