• The Secret Ingredients of a CX-Led Company Culture

    When I talk to organisations around the world about their customer experience strategy, it is often the CMOs and their marketing teams who take the lead. They’re keen to improve the ways they attract and engage customers, and they want to understand the technologies that can help them make their customer experience truly outstanding.

Steven van Belleghem

Professor Steven van Belleghem is widely regarded as one of the world’s leading experts on customer experience in the digital world. He believes in the combination of common sense, new technologies, an empathic human touch, playing the long-term game and taking your social responsibility to win the hearts and business of customers over and over again. Steven’s passion is spreading ideas about the future of customer experience and has helped organisations including Salesforce, Microsoft, Booking.com, Disney and Google. Steven is also the author of a number of international bestselling books, including ‘The Conversation Manager’, ‘When Digital Becomes Human’ and ‘Customers the Day after Tomorrow.’ His new book, The Offer You Can’t Refuse, is out now.

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State of the CMO 2021

CMO’s State of the CMO is an annual industry research initiative aimed at gauging how ...

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Blog Posts

Why if marketing is all you do, you’ll never be very good at it

OK, so you’re probably thinking: “Here comes another article to badger me about living in my bubble.” And also, “I bet this bubble-bashing piece will go on to explain how I can achieve better results through some heady dose of new life experiences, new routines and annoyingly different opinions on social media.”

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Every day, there are new predictions and studies on the future of work, the state of the economy and the unfolding global pandemic. All of which creates uncertainty and heightens the imperative of effective leadership.

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​I've worked in brand and marketing for more than 20 years. But there’s one area where I’ve found myself going around in circles and I must admit I'm becoming increasingly confused.

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