In this episode, Amelia welcomes Steven Van Belleghem, Co-Founder and Board Member of Nexxworks and Author of “A Diamond in the Rough.” They discuss the nuances of customer experience (CX) in the modern business landscape, discussing the integration of technology and human elements in crafting exceptional customer interactions. Key Takeaways: (00:28) Introduction to Steven Van Belleghem and his new book. (01:13) Steven’s early exposure to customer experience in his parents’ photography store. (02:51) How technologies like Netflix and smartphones evolve from exciting to normative. (05:10) The paradox in companies’ desire and failure to implement customer centricity. (07:28) The impact of human emotions, especially negative ones, on customer experience. (08:49) The increasing importance of human touch in automated customer relations. (10:35) Leadership’s pivotal role in authentic customer-centric culture development. (12:48) The three key benefits of AI in enhancing customer service. (14:33) The significance of maintaining a positive mindset among CX professionals. Resources Mentioned: Steven Van Belleghem - https://www.linkedin.com/today/author/stevenvanbelleghem Nexxworks - https://www.linkedin.com/school/nexxworks/ “A Diamond in the Rough” by Steven Van Belleghem - https://www.stevenvanbelleghem.com/bookshop/a-diamond-in-the-rough/ This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. #CXO #CX #ContactCenter #CustomerService #CustomerExperience