Passionate about Customer Experience

Share with us. Learn with us. Lets advance Customer Experience together for Belgium.

Learn, Share and Advance.

We are currently increasing our members. If are you are interested in becoming a member please get in touch with us.

We run exciting events, both onine and offine. You can browse through photos here to see the sort of thing we are up to.

We partner with CX Centric to global discussions around Customer Experience, these are called: CX Centric Conversations. Here are a few extracts below!

PAST EVENTS

CX & EX (February, 2O23).

This was CX-Brussels’ first event of the year, keynoted by Inga Van (Co-Founder, Herculan Alliance). Inga spoke incisively on the perfect recipe for sustained growth for both EX and CX. .

CX & Customer Care (November, 2O22).

This was CX-Brussels’ second “CX on Site” event of the year. The event was co-hosted by 24+ customer care center. KBC Bank had a lot to present on based on their aim, which is to leave a positive feeling among all internal and external customers, thereby further contributing to the image, products or services of KBC Bank.

CX in the Luxury Industry (October, 2022).

The topic of the evening was on Customer Experience in the Luxury Industry . Based on empirical research, the audience was informed about the decision-making and purchasing behavior of customers in this industry and what’s important for them. Prof Dr Phil Klaus and Dr Tarquini-Poli will shared their findings from their Annual UHNWI Insight Summit.

CX & Customer Success (September 2022)

This was the 3rd c-CX roundtable for 2022. For a limited audience, Sue Nabeth Moore (who was the keynote speaker) spoke about ‘CX & Customer Success’ as a competitive edge for your business.

Digital Transformation and CX (June, 2O22).

This time the topic was CX & Digital Transformation. The audience heard about the 8 building blocks of digital transformation, how the connection can be made between Digital & CX and what types of digital transformation there are. Next to that there was an inspiring keynote from Lucas Decuypere on the 5 future trends in Digital

CX and Sales Leadership(May, 2021).

CX-Brussels hosted this event keynoted by Deva Rangarajan in May. For a limited audience, Deva spoke about ‘CX & Sales Leadership’ as a competitive edge for your business. Customer experience is about delivering or exceeding the expectations of our customers. In most situations customers expectations are set by sales and marketing promises, which can be at odds with the capabilities of the rest of the organization. In this session, Professor Rangarajan explained why it is critical for sales and marketing to not only manage the expectations of the customer, but also align internally successfully to deliver a fantastic customer experience. All this was based on some real-life examples.

Loyalty Challenges: Changing rules to drive Custom (March, 2022)

With all the changes over the last decade, we identified a clear paradigm shift with this event. During this event, the discussion was about how successful organizations go beyond NPS. How they strive to create meaningful relationships with their customers and, how they prioritize and care about Customer Loyalty.

Voice of the Customer Part 2 (March, 2022).

CX-Brussels co-hosted this event together with CX-Centric. This was the 2nd part of this session around Voice of the Customer. We had some interesting conversations on VoC programs in B2C and B2B environments. Michelle Spaul (Keynote Speaker) gave some insights on Voice of the Customer programs, where to start and which type of technology to choose .

CX and Employee Experience(February, 2O22).

CX-Brussels hosted this event. This event revealed how in the minds of employees – including the customers with whom they work – an active image can be created around the sense of ‘being in this together’. By engineering relational logic into conversations and transactions, organizations can activate, involve and commit people inside and outside their operating environment (customers, employees, citizens…) to do more, raise their real concerns, dedicate their time, energy, and resources. This will lead to more engagement from the employees and a sense of ownership and belonging.

Driving Growth through Intelligent Customer Service (January, 2022).

Here, we discussed with Ben Phillips CCXP and Caoimhe Maxwell on the following:
💡 What is intelligent service?
💡 What sort of solutions are available?
💡 What changes are we seeing in Service today?
💡 Which companies are already benefiting from this? And by how much?
💡 What is the Future of Service? Ben also explained on how to balance the 3Cs (Customer Experience, Customer Success and Customer Service).

CX and Data (October, 2021).

CX-Brussels co-hosted this event together with Proximus. Michel Moenaert, CX Analytics Manager at Proximus, guided us through the data challenges that every company faces with large volumes of customer related data. How to handle and process these data to get actionable insights and use them to improve the overall customer experience, was the topic of the event.

Digital Empathy (September, 2021).

Jonathan Hawkins was the Keynote Speaker for this event. He spoke at length about ‘Digital Empathy’ as a new competitive edge for businesses. Research shows that empathy is the biggest driver of loyalty (85% of customers saying it’s the biggest driver). With most interactions happening digitally today, it has become harder to understand the emotions created by your operations. Your customers still expect you to understand how they feel.
With Digital Empathy, companies now have the opportunity to understand the experiential drivers behind emotion and subsequent behavior in their customers.

CX Roundtable (Summer Roundtable June, 2021).

On Thursday 17th of June 2021, CX-Brussels hosted a CX Round Table. The speaker of this exclusive event was rudi deruytter, CEO of CKV Bank. Rudi spoke about the future of banking. The keynote was based on his latest book “How banks can solve their burn-out”. Rudi focused on the unique role that banks need to play in the future and what the importance of digitization & customer experience will be.

Turn your Customers into Hyperfans (April, 2021)

CX-Brussels hosted this event keynoted by James Dodkins in April. How do you turn your Customers into Hyperfans? James answered this question incisively by sharing ideas, tactics and strategies that he learned in his career in music that had led to extreme devotions in fans thus making them Hyperfans.

The ROI of Customer Experience (April, 2021).

CX-Brussels co-hosted this event together with Officium Labs and CX-Centric. A detailed presentation was done by Nate Brown which was littered with eye-opening case studies concerning the ROI of Customer Experience.

Driving Media Subscriptions through Customer Experience (March 2021).

CX-Brussels co-hosted this event together with CX-Centric. The keynote speakers(Ali Lichtenstein and Alana Matos) of this online event shared incisively about how their respective companies have won with CX in media to transform their subscriptions from print to digital publications.

The Evolving Financial Industry (September, 2021).

CX-Brussels hosted this event. The event was on revealing how Humanizing digital interaction will be crucial to the continued success of your business. The demand for personalized service is on a rise. Additionally, the financial industry has huge levels of regulation, which varies by region and country. It’s also about balancing customer experience with regulation and ambition.