<description>&lt;p&gt;In my recent deep dive into Airbnb&amp;#39;s customer experience (CX) philosophy, I&amp;#39;ve been particularly inspired by the innovative approach of its co-founder and CEO, Brian Chesky. Here are three critical lessons from Airbnb&amp;#39;s CX strategy that exemplify why Brian is revered as a formidable leader in customer-centric innovation, a true &amp;quot;Customer Leader&amp;quot; as described by experts Rudy Moenaert and Henry Robben.&lt;/p&gt;
&lt;p&gt;I hope you enjoyed this episode. Hopefully you have found new inspiration to improve your customer experience and customer service.
 
If you want to learn more about me, check out www.stevenvanbelleghem.com
I’m a keynote speaker, author and entrepreneur in the field of customer experience&lt;/p&gt;
</description>

In my recent deep dive into Airbnb&#39;s customer experience (CX) philosophy, I&#39;ve been particularly inspired by the innovative approach of its co-founder and CEO, Brian Chesky. Here are three critical lessons from Airbnb&#39;s CX strategy that exemplify why Brian is revered as a formidable leader in customer-centric innovation, a true &quot;Customer Leader&quot; as described by experts Rudy Moenaert and Henry Robben.
I hope you enjoyed this episode. Hopefully you have found new inspiration to improve your customer experience and customer service.
 
If you want to learn more about me, check out www.stevenvanbelleghem.com
I’m a keynote speaker, author and entrepreneur in the field of customer experience

The CX Podcast

CX Update #20: customer satisfaction at Airbnb, building empathy and more!

<description>&lt;p&gt;Welcome to CX Update #18! I am taking you to Disneyland Paris for an interesting story on the importance of mental flexibility. And do you want to know which much-heard reaction I’m allergic to? And what I think is so interesting about Victoria’s Secret CX? Listen to the podcast.
&lt;br&gt;&lt;/p&gt;
</description>

Welcome to CX Update #18! I am taking you to Disneyland Paris for an interesting story on the importance of mental flexibility. And do you want to know which much-heard reaction I’m allergic to? And what I think is so interesting about Victoria’s Secret CX? Listen to the podcast.

CX Update #18: Mental flexibility, Victoria’s Secret and many more!

<description>&lt;p&gt;It’s a wrap for 2023, but what’s in store for CX in 2024? In this episode, you’ll discover why CEO’s should all be friction hunters, how conversational AI can help you when you have vegan guests coming over for dinner … and why a personal visit from a customer service specialist might be in the cards. Explore 10 game-changing trends that will impact customer experience in the year(s) to come – and don’t forget to order my book ‘Diamond in the Rough’ if you’d like to go more in-depth.&lt;/p&gt;
&lt;p&gt;&lt;br&gt;&lt;/p&gt;
&lt;p&gt;Customer Experience Trends 2024:&lt;/p&gt;
&lt;p&gt;Trend #1 The era of search&lt;/p&gt;
&lt;p&gt;Trend #2 Personalization at scale&lt;/p&gt;
&lt;p&gt;Trend #3 High-value customer agents&lt;/p&gt;
&lt;p&gt;Trend #4 Effective empathy&lt;/p&gt;
&lt;p&gt;Trend #5 AR breakthrough&lt;/p&gt;
&lt;p&gt;Trend #6 When HR meets CX&lt;/p&gt;
&lt;p&gt;Trend #7 CX for life&lt;/p&gt;
&lt;p&gt;Trend #8 CX for the world&lt;/p&gt;
&lt;p&gt;Trend #9 Preloved is hot&lt;/p&gt;
&lt;p&gt;Trend #10 Friction Hunter CEOs&lt;/p&gt;
</description>

It’s a wrap for 2023, but what’s in store for CX in 2024? In this episode, you’ll discover why CEO’s should all be friction hunters, how conversational AI can help you when you have vegan guests coming over for dinner … and why a personal visit from a customer service specialist might be in the cards. Explore 10 game-changing trends that will impact customer experience in the year(s) to come – and don’t forget to order my book ‘Diamond in the Rough’ if you’d like to go more in-depth.
 
Customer Experience Trends 2024:
Trend #1 The era of search
Trend #2 Personalization at scale
Trend #3 High-value customer agents
Trend #4 Effective empathy
Trend #5 AR breakthrough
Trend #6 When HR meets CX
Trend #7 CX for life
Trend #8 CX for the world
Trend #9 Preloved is hot
Trend #10 Friction Hunter CEOs

CX TRENDS FOR 2024

<description>&lt;p&gt;Neuhaus chocolates turned the idea of customer loyalty upside down, cleaning company CSU introduced a special phone case to motivate employees and improve customer culture, while AG Insurance did a great job collecting valuable direct customer feedback. Enjoy the new update, everyone!&lt;/p&gt;
</description>

Neuhaus chocolates turned the idea of customer loyalty upside down, cleaning company CSU introduced a special phone case to motivate employees and improve customer culture, while AG Insurance did a great job collecting valuable direct customer feedback. Enjoy the new update, everyone!

CX Update #17: customer loyalty, effective empathy and many more!

<description>&lt;p&gt;Welcome to a new CX Update! In this episode: why do we use the scary word ‘frontline’ for such a happy place? Personal AI assistants could be the next big thing in CX, and Patagonia took the promise of lifetime guarantee to an amazing new level. Also, on a more personal note: my new book ‘Diamond in the Rough’, a how-to guide for customer culture, is coming out next week!&lt;/p&gt;
</description>

Welcome to a new CX Update! In this episode: why do we use the scary word ‘frontline’ for such a happy place? Personal AI assistants could be the next big thing in CX, and Patagonia took the promise of lifetime guarantee to an amazing new level. Also, on a more personal note: my new book ‘Diamond in the Rough’, a how-to guide for customer culture, is coming out next week!

CX Update #16: Personal AIssistants, frontline staff and many more!

Every month Steven shares his view on the latest customer experience, marketing and technology news in a short update. On a regular bases, you can also listen to (parts of) his keynote presentations and interviews with experts in the field of customer experience and technology.

Steven is a thought leader on the transformation of customer relations and the future of marketing. He is an expert in inspiring companies to become true customer-centric organizations in this high speed digital world. 

The CX Podcast

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