Keynote Speeches

We are entering the third phase of digitization where artificial intelligence will raise the bar in terms of customer experience. Customer experience is evolving from a mobile-first to an AI-first business. For customers this is the start of the most exciting phase ever. They will enjoy benefits like hyper-personalization, faster than real-time customer service and the most user-friendly interfaces ever seen. In his NEW keynote, Steven describes how to invest in the customer experience of the day after tomorrow. The keynote expounds on three key investment areas: consumer science, automated interfaces and intelligence augmented. As always, Steven’s enthusiastic delivery illustrates the journey with a variety of real-life cases and new management models. This keynote is linked to Steven’s latest book that came out in November 2017.

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. 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. Due to the digital evolution, your customer relations need to change on a human level as well. The key challenges in this regard are both numerous and interesting: finding a balance in the relationship between man and machine, outlining the role of the human touch and using the power to connect people with people to maximum advantage. Steven guides you through his famous story ’When digital becomes human’. It’s a narrative about the combination of the digital and the human transformation in your customer strategy. This story takes you on a journey to the future. It is provocative, exciting and scary at the same time. Enjoy this amazing ride!