What if AI makes your customer experience worse, not better with Steven Van Belleghem and Michel Stevens

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

AI is changing customer experience from both sides. Companies are automating service, personalizing at scale, and optimizing every touchpoint. Customers, meanwhile, are using AI to compare prices, find alternatives, and skip the relationship entirely.

The result? A world where great CX is becoming the baseline, not the differentiator. Where programmed friendliness is raising the bar for human interactions. And where the real question is no longer "how fast can we respond?" but "does the customer still believe we care?"

What's inside:

• Why three and a half years after ChatGPT, most companies still haven't transformed their customer service (and what's really blocking them)
• The CX paradox: how investing in customer experience can actually make you more replaceable
• Why "human in the loop" is a band-aid, not a strategy
• Steven Van Belleghem's concept of "deep loyalty" and why emotional belonging will outperform operational excellence
• The biggest mistake companies make with AI in CX (hint: it's not the technology)

Why join?

Most conversations about AI and CX focus on speed, cost savings and scale. This one is about what gets lost in translation: trust, emotional connection and the kind of loyalty that no agent or algorithm can replicate. If you're worried that your AI investments are making your brand more efficient but less distinctive, this session will give you a different lens.

Speakers:

Steven Van Belleghem is an international keynote speaker, author of six bestselling books on customer experience, and currently writing his seventh: Deep Loyalty, about creating a feeling of belonging in a world of automation.

Michel Stevens is Course Director at CXM Academy and Managing Partner at goCX. He works with organizations across Europe on real customer-centric transformation, combining strategic thinking with hands-on operational change

Bram De Vos is CEO of Hello Customer, where he helps organizations turn customer feedback into business-critical insights using AI.