Trust is the new currency of digital Customer Experience

Can’t make it on the day? Register and we’ll send you the recording afterwards.

Digital customer experiences keep getting smarter.

But trust doesn’t scale the same way technology does.

In this conversation, Steven Van Belleghem explores one of the most underestimated challenges of customer experience in 2026: building real trust while scaling digital, automated interactions.

An open exchange on what trust truly requires from leaders, teams and technology — and why trust is often lost in small, everyday decisions.

🔥 What’s inside

o Companies struggle to differentiate as digital experiences become increasingly similar across the market.

o Customers experience digital journeys as efficient but impersonal, making it harder to build emotional trust.

o Automation and self-service reduce costs, but can unintentionally signal distance, or lack of care.

o CX investments often focus on speed, automation and scale, while trust erosion goes unnoticed.

o Employees are expected to “be customer-first”, but procedures and KPIs leave little room for judgment, empathy or accountability.

Why join?

Most conversations about digital CX focus on speed, efficiency and scale.

This one focuses on trust — and what it really takes to preserve it in a digital-first world.

About Steven Van Belleghem

Steven Van Belleghem is widely regarded as one of the world’s leading thinkers on the future of customer experience and digital transformation. He is the author of six international bestselling books — including When Digital Becomes Human, Customers the Day After Tomorrow, and A Diamond in the Rough — that explore how organisations can combine technology, empathy and long-term thinking to build deeper trust with their customers. His latest book was recommended by Forbes as a top must-read business title for 2024.

At this webinar, he brings his deep insights into trust, human-centric strategies and digital acceleration — making sense of what truly matters for businesses in the age of AI and automated interactions.