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A Diamond in the rough

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. 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.

The offer you can’t refuse

This last decade has been characterized by the introduction of 4G, social media and mobile services.

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, automation and bots.

When digital becomes human

There is an urgent need for an extreme transformation of the customer relationship.

The Conversation Company

The Conversation Company will help your organization become a business in which people are the key driver of growth, sharing engaging content.

The Conversation Manager

Mobile devices, new digital technologies and the increasing popularity of social media all contribute to the ever-growing gap


Terwijl de wereld in 2048 op zijn kop staat door de dreiging van een digitale oorlog is Romy Bell met haar zoon Milo op sneeuwvakantie.

De Upgrade

Four years after resigning from X-COM, Romy Bell heads an international organisation that oversees the ethical framework in medical advances.


Het is 25 november 2041. Op de San Mateobrug in San Francisco maakt een zelfrijdende auto een onverklaarbare bocht naar links en rijdt abrupt het water in.