Keynote Speeches

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. In the years to come, customer experience will reach a whole new level. Naturally, technology (5G, quantum computing, robotics and AI) will play a key role in customer expectations, but it goes way beyond that. Invisible and automatic interfaces will become a necessity but the ultimate ease of use will no longer be enough to come out on top. Automation is but the first step. In addition, companies will have to play an active role in their customers’ life journey. As a company how can you help consumers’ dreams come true and eliminate the obstacles in their day-to-day lives? And finally, companies have the opportunity to tackle concrete world problems together with the customer. The world is facing unprecedented challenges: climate, healthcare, government budget deficits, mobility… How can a company involve its customers in the solution to these problems? The combination of automation, being a partner in consumers’ lives and solving actual social issues will be the guiding principles for the successful business of the next decade. For consumers, the combination of all these elements constitutes an offer they can’t refuse.

We’re entering phase 3 of digitalization. This is a world of automation, bots and Artificial Intelligence. The benefits to customers will be HUGE. Customers will enjoy a world of faster than real-time customer service. A world with hyper-personalized offerings. And a world with the most seamless user interfaces ever. In his latest book and keynote, Steven helps companies to achieve these customer benefits in this new digital phase. He discusses three investment axes to achieve the perfect customer experience. This keynote is a breathtaking story of how the latest technologies can help to win the heart and business of your customers. It shows you how you can leverage data to improve experiences. It discusses the latest new customer interfaces. It contains strategies for companies to fight the digital commodity magnet. And finally, it shows you how you can augment employee intelligence levels.

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!

We are at the beginning of a new S-Curve that is set to change the way we live and work, forever. Technologies like Artificial Intelligence are only just getting started, so the key question for all companies is: what will the second half of the curve look like?

In this presentation, Steven explores some fascinating scenarios that will shape the future of branding, go-to-market strategies and innovation. How will an ‘always-on’ personal assistant transform your daily life? How will changing customer behaviour disrupt your business? Take a journey to the Day After Tomorrow and see how some of the latest emerging technologies will change the world.