Masterclass
AI and customer experience
Every company is investing in AI. Very few are using it to fundamentally improve the experience for their customers.
In this masterclass, I share a practical framework to integrate AI into your customer strategy — not as a technology project, but as a way to create faster, more personal and more human customer relationships. You’ll walk away with a clear action plan to turn AI from a buzzword into a genuine CX advantage.
Format
- Full-day masterclass (6–7 hours including breaks)
- Can be condensed to a half-day intensive (3–4 hours)
- In-person
- Languages: English, Dutch
Who is this for
- C-suite and senior leadership teams driving CX and digital transformation
- Marketing, CX and innovation leaders looking to integrate AI into their strategy
- Teams preparing for agentic commerce and AI-driven customer interactions
What participants take away
- A clear understanding of how AI is reshaping customer expectations across industries
- The three-level loyalty framework applied to their own business context
- A prioritized action plan: what to automate, what to personalize and where to invest in human connection
- Creating a strategy during the masterclass based on the Deep Loyalty Framework (only in the full day program)
Masterclass
Customer Culture Masterclass
Every company wants to be customer-centric. Very few have built a culture where the customer truly influences everyday decisions.
In this masterclass, I share a practical framework to turn customer centricity from an ambition into a way of working. We explore how leadership, employee empowerment, positive energy and customer empathy shape the experience your organization delivers every day. You’ll walk away with a clear action plan to create a culture where people don’t just talk about putting customers first — they actually do it.
Format
- Full-day masterclass (6–7 hours including breaks)
- Can be condensed to a half-day intensive (3–4 hours)
- In-person
- Languages: English, Dutch
Who is this for
- C-suite and senior leadership teams who want to strengthen their customer culture
- CX, HR, marketing and transformation leaders looking to turn customer strategy into everyday behavior
- Organizations where customer centricity is part of the strategy, but not yet consistently visible in decisions and actions
What participants take away
- A clear understanding of why customer culture has become one of the most important differentiators in customer experience
- A practical framework to build credibility around customer centricity through leadership, empowerment and positive intent
- Concrete ways to increase employees’ Circle of Influence and remove internal barriers that prevent them from helping customers
- A roadmap to create a stronger customer culture based on the Diamond in the Rough framework
- Creating a Customer Culture action plan during the masterclass, tailored to your own organization (only in the full-day program)
Both keynotes can be combined into a half-day or full-day program.
Steven regularly customizes content for specific audiences, including C-suite retreats, sales kickoffs and industry conferences.