Episode released on: 06. February 2023
Approaching the Metaverse with Steven Van Belleghem – E112 miniseries 3/3 – Customer Experience Goals with the CX Goalkeeper
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The CX Goalkeeper had the great opportunity to interview Steven Van Belleghem
LinkedIn Headline: Customer Experience Enthusiast! Global keynote speaker – bestselling author – Entrepreneur
Highlights:
- 00:00 Game Start
- 00:45 Steven’s Introduction
- 03:23 Steven’s Value
- 05:18 What what is your definition of the metaverse?
- 08:30 Web3 and the Metaverse
- 13:04 Steven’s experiences in the metaverse
- 15:00 Steven’s worst experience in the metaverse
- 16:43 What are possible use cases in the metaverse in the short term?
- 20:32 What are the biggest threats now in the metaverse?
- 23:11 Some people spend a lot of time there
- 24:50 The impact of the Metaverse on CX
- 26:34 How is the metaverse impacting our lives on 2030?
- 30:05 Book suggestion
- 30:44 Contact Details
- 31:11 Golden Nugget
and much more
Guest’s Contact Details:
- https://www.linkedin.com/in/stevenvanbelleghem/
- https://www.stevenvanbelleghem.com/
- https://www.youtube.com/@StevenVanBelleghem
- https://www.instagram.com/stevenvanbelleghem/
- https://www.tiktok.com/@stevenvanbelleghe
His book suggestion:
- The Power of Moments by Dan and Chip Heath
Guest’s Golden Nuggets:
If you talk about future technologies, and you want to discuss those, there are two things that I would recommend. The first one is don’t keep going about the technology. But think about what could this technology create in terms of value for the customer, always look at it from a customer point of view, don’t get excited about technology, get excited about customer benefits. And the second one, if you feel that there’s this discussion about how I believe that this will happen, and someone else doesn’t, and you feel that, that creates tension in the discussion, just use a very simple framework: what is today what is tomorrow, what is day after tomorrow, and ask the group what are we going to talk about first, and that makes the discussion a lot easier. And it will take you to a whole new dimension by just using a very simple structure.
Don’t keep talking about a technology. Think about what it creates in terms of customer value. Always look at it from a customer point of view, don’t get excited about technology, get excited about customer benefits @StevenVBe on the CX Goalkeeper Podcast
Tweet
If there are tensions in a discussion about the future. Just use a very simple framework: what is today, what is tomorrow, what is day after tomorrow. Ask the group what to talk about first. It makes it a lot easier @stevenVBe on the CX Goalkeeper Podcast
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#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast
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What did we discuss?
Gregorio Uglioni
Ladies and gentleman welcome to the CX goalkeeper podcast your host. Greg will have smart discussions with friends, experts and thought leaders on customer experience transformation and leadership. Please follow this podcast on your preferred platform. I am sure you will enjoy the next episode with the guest I selected for you.
Ladies and gentleman today. It’s really a big, big pleasure because we are going to discuss for the third time, the Metaverse and I have really one of the best thought leader on this topic in the customer experience field. It’s Steven van Belleghem. Hi, Steven, how are you?
Steven Van Belleghem
Hey, Greg. I’m very good. Thank you for having me in your podcast.
Gregorio Uglioni
It’s really a great pleasure. Thank you for accepting my invitation shortly before Christmas recording day. And we will publish that after the new year in 2023. I think 2023 will be one big year for Metaverse, web3 and all these topics. But before we deep dive into the web3 and the Metaverse, we would like to learn a bit more about you. And therefore could you please introduce yourself, Steven?
Steven Van Belleghem
Sure. I’m a customer experience enthusiast, I’m really fascinated about the topic. And I tried to look at things always from a customer point of view. And my mission in life is basically to make the world a better place for customers so that they are treated in a better way. And to do so I share a lot of content, I publish a lot of content, I do that in my books, I’ve written five books about customer experience, I share a lot of my social platforms like Instagram, or LinkedIn or YouTube. And I give a lot of presentations. I’m a keynote speaker, I go all over the place to share some ideas. Next to that I’m also a co founder of a company called Nex works, which is an inspiration agency, we basically take executives, mainly European executives, and we take them to innovative hubs like Silicon Valley, or LA or Tokyo or Dubai, Singapore. And then we deep dive during a week into the latest trends of customer experience to really give people a boost of positive energy. So that’s also a part of what I do. And I’m a small investor in some customer experience startups, mainly companies that develop technology that can be used to improve the customer relationship.
Gregorio Uglioni
Thank you very much. And I can confirm to the audience that it’s not watching the video that I’m not speaking with an avatar or with an hologram is the real Steven in front of me. And it took really time to discuss on on this on this podcast. Thank you very much. I think what you’re saying it’s extremely important. And it’s extremely interesting. But one question that I need to ask with everything what you are doing, do you have also time to sleep?
Steven Van Belleghem
I do I do. I usually sleep six to seven hours a day. But if you would talk to my wife, she would say that I’m an extremist in terms of planning and organization, I basically time every minute of the day, every activity before I start doing it, I I give myself a max timeframe that I can spend on it. And then it’s my goal to finish that within that timeframe. And by doing so, apparently, I managed to combine all these activities.
Gregorio Uglioni
Oh, that’s really interesting. Super structured, extremely structured. And, and really a thought leader in this field, perhaps could you share with us your personal values that drive your life?
Steven Van Belleghem
Yeah. Number of things. First of all, I’m, I’m a Family Guy. So I spend a lot of time with my work. But all the other moments I spent with my family, I don’t really do other activities than that we travel a lot. I want to show my children the world and show them that there’s more than just Belgium where I live for a week, I actually live in this very small town in Belgium. Beautiful place, very, very nice, safe place to live. But there’s more in the world than this little town here in Belgium. So I want to show them all continents, all different cultures, because I really, really believe in the power of diversity. The best events for me are events where you have people with 50 nationalities, I always feel that there’s such an open positive spirit. If you put all these people together, there’s a lot of respect for each other. And those are things that I highly value. And I want to show that to my children. So that’s an important part of who we are as a family. And the second thing is I’m really obsessed myself with customer experience and I cannot sleep if one of my customers would be unhappy or if they don’t get a reply by me or if they don’t get the answer they need. So I try to practice what I preach and and I think that is very valuable and important as well. And I’m a believer in hard work. I think if you really go After things and you really do your best, and you really do everything within your power that you can achieve a lot. So if I would have to say it in a couple of words, it’s family diversity, hard work. And maybe openness is is something that I really think is important.
Gregorio Uglioni
And I think also to understand the Metaverse, we need, we need to be open minded to understand the new one. It’s a lot of people are saying it’s for the younger generation. But I think it’s important to start this game this podcast about the Metaverse and to understand for your view on the Metaverse and on web3, and really to pick off and to make it understandable for perhaps people that are not really so expert. What what is your definition of the Metaverse?
Steven Van Belleghem
There are very there are a lot of definitions out there. I don’t really have my own. For me, it’s a combination of virtual worlds and the opportunities that our virtual worlds bring. One of the things when let’s take definition to the next step, right. One of the difficulties that I feel in the whole Metaverse discussion is that there’s like a gap between the promise and its reality. We all see the videos from Mark Zuckerberg and metta and how cool they are and how fantastic and it’s like a dream virtual world. And for many of us, this is now the visualization of what the Metaverse is all about. Can you try it out? You put some virtual reality glasses on or you walk around in Roblox or you try a new augmented reality headset. And then it’s a it’s very often a disappointment if you benchmark it with the videos that you’ve seen. And this is from you one of the issues today with the definition of the Metaverse that we mingle everything with each other and it’s like one big pile of Metaverse stuff. But I like to do for myself, this really works for myself to structure it in today, tomorrow, day after tomorrow. What if I looked at the videos of Mark Zuckerberg that is day after tomorrow stuff, it looks super, super cool. But it’s probably going to take us 10, maybe 15 years before we even get close to that. So we shouldn’t expect that today. That’s day after tomorrow stuff. That’s what it can become. And if you don’t look at today, with the glasses of what you can achieve today, it’s completely different. Because I mean, Roblox is a cool environment for young people. I’m personally not a big fan of it myself, because it’s not my kind of activity. But I see the potential and I see what brands are doing. This is stuff that we can do today. And that brings brand value. I see a lot of applications in b2b with augmented reality that bring value today to organizations, I see a lot of cool things in the entertainment space with virtual reality games. experiencing things together really cool stuff that is the today world. And and in between. We have tomorrow where we’re going to have more advanced headsets where it’s going to evolve towards some more 3d environments where probably b2b meetings like I mean, we’re doing this now to resume. So this is two dimensional. I can imagine five years from now maybe we’re going to record this three dimensionally. So that’s tomorrow. So I think when you have a discussion in your team about the Metaverse just define what the discussion will be about, are we going to talk about the dream of the day after tomorrow? Or are we going to look for use cases with today’s technology? And that makes it that makes the conversation a lot easier is what I’ve learned.
Gregorio Uglioni
And what you’re saying it’s really extremely interesting. You already mentioned some some platform. Perhaps later we can discuss also your personal experiences. But there are still a lot of misunderstanding. What is the Metaverse? What is web3? How they are they related? Metaverse and web3?
Steven Van Belleghem
We think they are related. When you look at web3, usually the technology the underlying technology that we’re talking about is blockchain, which is now in difficult weather is I can say that the whole crypto crisis is I know that the crypto thing is different than blockchain. But still, they’re related. And I’m afraid that the adoption and the usage of blockchain may slow down because of the crypto Einstein that we’re in right now. But basically, you know, I like to look at web3 and the Metaverse from a customer point of view. So I’ve been asking myself, What are the benefits that customers can find in these technologies. Now, if you look at web tree, one of the key benefits for me is that it’s going to flip privacy and data ownership. Again, today, our data is owned by the big companies. We don’t really know what they do with it. We don’t always like that feeling. What if you can flip that around and you own your data? Again, I think that will be one of the most important changes because of web3 that really brings value to the market and that forces companies to be more customer centric than they are today because you have to earn and re earn the trust to have access to that data. That’s one thing. The second benefit is linked to shared interests. I think that brands can become branded economies, where you create some sort of an ownership that the customer is not just the customer that the customer is not just the fan, but that they become a co owner of part of your business. It’s closer to shareholder ship than anything else, where the benefits are shared. So if the company is doing well, me as a customer, I benefit from that financially. That is what blockchain technology can do. That is what nfts Can I can do. This is what good NFT programs can do. I think they can create a new kind of fan program and new kinds of customer loyalty to a niche group of customers. And that’s, that’s a new benefit for the market. And then the third one that is more linked to the Metaverse is the evolution from convenient interfaces or effortless interfaces to enhanced interfaces, where in the past 10 years, it was all about being becoming easy and fast. Today, that is a minimum demand. It’s important, but it’s a commodity. Tomorrow, it’s going to be about enhanced interfaces, where you create new opportunities, you create new worlds, when you’re in Disney World, and you’re waiting in line, that you’re not bored, because there’s this whole virtual thing happening around you because maybe you have magic glasses on that create this whole new virtual experience, that those are enhanced interfaces. And those are three benefits that I see happening for customers new privacy system, data ownership, going back to the customer shared ownership, shared interest, branded economies, and then the effortless interfaces. Now the link between the two is of course, if you start to buy stuff in the Metaverse that you’re you’re gonna use the web3 technology, the MFTs to keep that going. So one of the central parts central customer interfaces in the future will probably be our own digital wallet. I always compare that with Have you seen these movies, Fantastic Beasts movies, like the sequel to Harry Potter, with all these crazy,
Gregorio Uglioni
not yet
Steven Van Belleghem
animals. There’s this main character in that movie, and he carries a briefcase. And when he opens the briefcase, it’s like everything he owns is in there, he can almost he can literally dive into it. And then he’s in a cave, and he has all these animals there. And there’s lots of things happening. That’s how I see the wallet in a digital world in a web3 Metaverse world, I have my digital wallet. And everything I digital digitally own is in there. And I use NFT and blockchain technology to buy stuff and keep it and prove that it’s mine. And then when I go to a certain virtual worlds, I take my wallet with me. And I have all my stuff there. So that I don’t need to, you know, create new accounts all the time that I don’t need to move my stuff all the time, but it’s just my wallet that transfers everything I am and everything that I own. With me. That’s the link between the two in my opinion, that could create a fantastic customer experience.
Gregorio Uglioni
It’s super interesting, because you’re speaking about much more engaging and entertaining experiences that we can we can have in future. For sure. The first the prerequisite is that they should be effortless. And perhaps as I think you’re surely testing a lot of these these opportunities. What’s your best experience that you personally add in the Metaverse?
Steven Van Belleghem
My best experience is related to gaming and entertainment. I’m a huge fan of a company called the park. It actually started in in Belgium now. Now they’re also in the UK and they’re going to expand throughout Europe. But the park is for me the best possible VR Metaverse gaming environment that I’ve that I’ve done. I know that most people talk about dreamscape. And maybe you’ve done dreamscape. They have it in the Dubai Mall. They have one in Beverly Hills. I tried it out and the visuals of dreamscape are amazing. And you’re like part of this film and you’re witnessing this film in 3d and there’s so many things happening around you. But the thing is in dreamscape, the interactivity is pretty low. You can push a button once or twice and then something happens. But in general, you’re just watching a film and you’re part of that film, which is cool, and I love it. But the park goes, goes further than that in the park. It’s again, and it’s like you’re Indiana Jones and you have to find the Holy Grail. But you are Indiana Jones and you are doing everything you can and you are shooting people and you are walking and you are solving riddles. With a team. It’s always with a team of people. And it The visuals are stunning. But the interactivity that you get is so good. And I’ve done it so many times and witnessed so many people doing it. You’re so in that world that you forget that there are other people around you. And for me that is what the Metaverse is around that I’m really in that world I walk around it’s a free roaming game. And I was just so impressed with with that explore areas,
Gregorio Uglioni
it looked like super immersive as we would say in the customer experience word. And which one was the worst one? And I’m asking because I’m not an expert as you are. I tried out also a lot of several solutions, several platforms. And my example that I’m always doing is decentraland. I went there, and it remembers me the games that we played 15 years ago, which is shooting stuff. Where do you say this strange people running around? There is no way to interact? I tried several times to interact with other people that was not possible. And therefore, sometimes it’s not yet there. But perhaps what was your experience one of the worst one that you weren’t?
Steven Van Belleghem
Well, I have to be honest, Greg, I share your experience. I, I don’t get the whole thing. I see people walking around. I hardly see people walking around there because the number of users is very limited. And nothing happens. I mean, people are buying land there and spending a lot of money and if you buy land next to Snoop Dogg, it becomes very expensive to get Lanter. But I cannot imagine spending a lot of time there. I don’t think that is what the Metaverse is all about. And I agree the interface it looks like something from 15 years ago. And it’s for me it’s it’s it’s nothing that I that I really find engaging or immersive. It’s not what what I visualized when I talk about the Metaverse, and it’s also when you look at their their numbers. I don’t know it by heart anymore, but it’s pretty low. The number of people that come back, it’s it’s going to be one of their challenges to make sure that they have people there to to visit all these buildings that they want to build. Yeah,
Gregorio Uglioni
thank you. Thank you for sharing your personal experiences. Now perhaps also to understand you shared a lot about gaming, and also about education. What are possible use cases in the Metaverse in the short term, as you mentioned, now?
Steven Van Belleghem
Yeah, but there, there are a lot, I think, of course, gaming is one of them. That’s obvious, but I’m also a big believer of creating new business models in the in the event space. Like last summer, Coldplay came to Belgium, they are very popular. So a lot of people tried to get tickets. And a lot of people didn’t manage to get tickets. I was fortunate we I had tickets, so we could go with our family. It was really cool, an amazing show. And they did four shows in Belgium. So they had about 200,000 people that were able to go live, that’s the best possible experience you can get. Today, the alternative is a two dimensional alternative. You watch things on YouTube or on TV. And it’s okay. It’s nice to see, but it’s nothing compared to the real thing in terms of atmosphere and the experience that you have. What if you could build a Metaverse version in between that? And that you say, okay, there were 200,000 people who actually got life tickets, but maybe there 500,000 people more that wanted to get tickets, but didn’t get them? What if we create a Metaverse concert and experience for those 500,000 people and we let them pay maybe only 10 Euros per person, then you make a lot of money extra. And it’s an environment that you could create that they really experienced the show in Brussels together with their friends in VR, and it could be something truly unique. So I think that is a use case that we should definitely look into how can we extend the event possibilities and really make that more and more immersive and not just stream it to a two dimensional channel? That is one thing. When you mentioned education, I think that there the opportunities are endless. And maybe maybe you’ve read the book Ready Player One, which is like the classic Metaverse book. I liked the book much better than the film. In this case, it’s really a big difference between the two. But the way that they describe education in that book, that is just insane. I remember last November, we had a week holiday here in Belgium school holiday and with our family, we traveled to Egypt, my children wanted to see the pyramids and temples and all those kinds of things. And after we’d been there, they were amazed it was it was truly truly impressive to see all these, all these things. And I told him that at a certain moment when they were so impressed I told him well, you know, in a few years, you’re going to learn more about this in school. And my oldest son, he’s 13. He said, Yep, the boring part. And he was like, this is the real thing. I hear I see it here I can touch things. I hear stories from the people from Egypt, and I feel how proud they are. And my teacher will not be able to deliver that same experience. And I was thinking what if you create a virtual world about the graves and I saw yesterday in the newspaper actually, that they actually built this they made the tomb of two Duncanville. It’s exactly what 100 years ago that they found it this November, it was 100 years ago, it’s a 1922. And they created his tomb so that students from schools can actually walk in this room and see everything. And it looks really very, very well made those experiences for educational purposes. Wow, that could could really change some, this is not a textbook thing. It’s something that you can let people experience that aren’t lucky enough to travel to all places. Imagine what you can do there to make it engaging for children. So I really hope we’re going to see more of that.
Gregorio Uglioni
What you’re saying it’s totally makes sense. And it remembers me also, about my school time, then where I learned a lot was with engaged teachers that explained that with engagement and with big interest, instead of somebody only reading to the book or something like that, and now it’s a completely new world. And there are big, big opportunity to offer them. And you mentioned that at the beginning that there is a threat that now there is a lot of buzz around the Metaverse, but we are not yet they’re not that people are trying like us going into decentraland. And it’s quite sorry to say boring. And therefore, perhaps could you share from your point of view? What are the biggest, biggest threats now in the Metaverse?
Steven Van Belleghem
Well, to turn the question around first, I think that the the impact that Roblox has, for instance, is quite significant. There are many many companies who have their events on Roblox there are many companies who do PR stuff on Roblox organized concerts there. And if they do it, right, it’s usually a big success that they have 10 1000s of people joining in if they do something unique. And that’s a platform where a lot of young people spend a lot of their time. So that makes a lot of sense. The same thing can be said for fortnight. fortnight is no longer a game. It’s a virtual world where a lot of things happen like this week, there was the Mr. Beast contest in fortnight, and the best player could win $1 million that Mr. Beast gave them. We have concerts in fortnight with more than 15 million people joining at the same time. So you see how these platforms become very, very interesting. And I think this is the most important thing to look at. When you start something in the Metaverse as a brand and you want to create VR or you want to create, you want to learn, you need people that are going to be there. So the question is, where do you start with your Metaverse project and my feeling is that you need to start where the community is already active and where you already have a community. And this is the opportunity and the threat at the same time the threat is that you build something and then no one shows up or that no one is using it. So it’s a little bit like with social media in the beginning. Go where the people are and then you can learn if you’re not a lot of people are on Roblox if you know that a lot of people are on fortnight, why go somewhere else or create something totally different where you have to build that community that won’t work. So go where the flow is. And that is that is I think the most important thing if you want to do something today in a virtual world.
Gregorio Uglioni
I think what you’re saying it totally makes sense. And in one of your videos, you’re sharing something like the average age of people in Roblox is a 16, something like that. And people are spending a lot of time more than two, not two hours a day in this virtual worlds. What are your thoughts about it?
Steven Van Belleghem
Well, it’s it’s probably Roblox is today one of the best platforms to achieve a young audience because you’re, you’re right. I don’t know the latest figures. But the ones that I used were from last year. And I think back then they had about 50 million active users average age between 16 and 24. So it’s really the youngest group of the audience and the ones that go there spend indeed, like two and a half hours per day, which is amazing. So it shows that the platform for them brings value that they like to walk around in these virtual worlds and that it’s something that they like, and it’s and it’s something totally different than Tik Tok. For instance, a platform that is also very popular with the younger generation but in Tik Tok is and fast and fun and entertaining and very personalized. ROBLOX is then for me a slower environment where people are curious to discover new things and where they take the time to maybe hang out with friends or maybe discover some new virtual worlds or walk around in a theme park they like so it’s an endless offering of virtual worlds that they can discover together with others and that is something that that people enjoy these days. So as a brand if you want to reach youngsters today Roblox is very interesting platform. Tiktok is very interesting platform.
Gregorio Uglioni
Thank you for sharing it. And perhaps also for us, let’s say customer experience professionals. What’s the what is the impact of Metaverse onCustomer Experience discipline?
Steven Van Belleghem
Well, I think that the opportunity is that you will be able to create more immersive experiences with your brand. And that you have the opportunity to bring people really into your environment without them having to leave the house. Today, if you looked at the touch points that an average customer has with the company, I think the large majority of those touch points is online. Today, we use their app, we see online advertising, we go to their site. I mean, I spend a lot more time at the brands that I use virtually than I go physically, that doesn’t mean that the physical part is unimportant, because it’s also a crucial touchpoint. But in terms of frequency, it’s probably at 20, something like this. Which means that the opportunity is there to even create that more immersive, make that better, make it more storytelling, make it more entertaining, maybe improve your customer service. I can imagine that you could use the Metaverse applications to help people install a new TV, maybe you could help people install or repair some if their internet modem isn’t working that you help them repair it today, most people go to YouTube. And then you type in something and you always find the solution. What if you have a virtual environment where you can even see it better than today? Those kinds of applications are things that we’re going to see see coming. So the enhanced immersive interface, I think that’s the biggest benefit in terms of customer experience.
Gregorio Uglioni
Thank you very much. And I was not sure where you would accept my invitation to this podcast. And therefore I was always I always think, what’s the one question I would ask Stephen, if he would accept only to answer one question, and this is the following. Do you see the Metaverse impacting our life in 2030?
Steven Van Belleghem
How they impact our life. And I think the impact will be less than what most people think today. Because I mean, if you listen to I’ve listened to some hour long podcasts where Mark Zuckerberg was interviewed, he suddenly did a number of those last year, and I’ve been listening for hours and hours to what he said. And basically what he said in that in a podcast is that the technological challenge is much higher than what they anticipated. If you know that Mehta now invested more money into their Metaverse, applications, then Apple invested in the iPhone. And you see how slow the progress is, at this time how it’s still gimmicky and not living up the dream, then it shows that in my opinion, and that’s also what I understood from what he said in I think we’re going to need a new generation of hardware and a new generation of software before we actually get there. And my fear is like 2030. Greg is seven years from now, my fear is that we’re going to buy then get stuck to the 90% living up the dream a little bit like we had with voice assistants. If I would have been in your podcast five years or six years ago, I would be raving about voice assistants because I saw the potential and the opportunities of it. I bought all of them, I have them all in the home. And I always said look at what they can do today. Imagine that we add five or six or seven years to it, it will be a totally different world. And it’s not happening. So you see that the really advanced technological stuff that we’ve been talking about now is really, really difficult to let it jump from the 90 to the 100% experience. And we had the same with smartphones. We had to wait until the iPhone after the BlackBerry moment before it really took off. I think we’re going to have the same with Metaverse that we’re going to have. We have to have some kind of moment after the meta moment to really have it going. And maybe that’s when Apple launches a headset. That’s maybe when a new platform pops up. That’s maybe the partnership if it goes through between Microsoft and Activision Blizzard, which is a very interesting one. Yeah, maybe that will be the case. If you ask me what will be the killer? What will be the killing field in 2030? I think entertainment in b2c world gaming events, those kinds of things. But maybe the Metaverse will be bigger in b2b by 2030. I think the our mediating culture could probably change today we do two dimensional meetings. I think Microsoft Teams is really working hard to make it better. And to make it more Metaverse the like, and it could very well be that there we have a completely different approach in setting up meetings. I think in b2b We’re gonna have a lot of niche use cases that really bring value in service and repairs in events in you know, going to trade shows could be done virtually. So I see a lot of potential there to reach a mass audience in b2b In b2c entertaining gaming events, I think that will be the biggest market.
Gregorio Uglioni
The only thing that I can say is thank you very much, Steven, for your time, the game is coming to an end, but we still have three minutes as extra time. And I have three questions for you. Okay, is there a book that you would like to suggest to the audience that helped you during your life or, or during your career?
Steven Van Belleghem
Well, one of my favorite books, in terms of customer experience is the power of moments by Dan and Chip Heath, I think it’s a very simple message that they bring. But it’s so valuable. And I think every customer experience professional can learn from that, I would highly recommend that one.
Gregorio Uglioni
Thank you very much. And what’s the best way to contact you?
Steven Van Belleghem
Best way to contact me is LinkedIn is good way to reach out to me. People can come to my site where my email address and all those things can be found and they can reach out. And basically on every social, every social channel, I’m on Instagram, on Facebook, on LinkedIn on tick tock, and I’m on all these channels, and I share a lot of content around customer experience. So everyone is welcome to join.
Gregorio Uglioni
Thank you very much, you will find all the information in the show notes. If somebody’s interested, we’ll find everything. Also the books that Steven Steven wrote, my suggestion is really follow Steven a YouTube channel because it’s full of insight, you can learn a lot. And you can spend or invest a lot of time learning about customer experience, and in particular, the future of customer experience. The very last question is Stevens golden nugget is something that we discussed or something new that you would leave to the audience?
Steven Van Belleghem
Yeah, well, I think if you if you talk about future technologies, and you want to discuss those, there are two things that I would recommend. The first one is don’t keep going about the technology. But think about what could this technology create in terms of value for the customer, always look at it from a customer point of view, don’t get excited about technology, get excited about customer benefits? That’s one thing. And the second one, if you feel that there’s this discussion about how I believe that this will happen, and someone else doesn’t, and you feel that, that creates tension in the discussion, just use a very simple framework that I used in the beginning of the talk, what is today what is tomorrow, what is day after tomorrow, and ask the group what are we going to talk about first, and that makes the discussion a lot easier. And it will take you to a whole new dimension by just using a very simple structure.
Gregorio Uglioni
Thank you very much. We conclude with Stephens golden nugget, please team and stay with me to the audience. It was a great pleasure. Thank you very much. I learned a lot also today with Stephens insight about the Metaverse. If you have any feedback, feel free to reach out to me or to Steven. feedback is a gift and therefore Thank you very much. And when I say bye bye.
Steven Van Belleghem
Thank you everyone. Bye bye.
Gregorio Uglioni
If you enjoyed this episode, please share the word of mouth. Subscribe it, share it until the next episode. Please don’t forget, we are not in a b2b or b2c business. We are in a human to human environment. Thank you
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