Saying Yes to Your Customers: Reimagining the Customer Experience in Financial Services with Steven Van Belleghem

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It may be a fintech cliche that “every year is the Year of the Customer.” But the obsession over customer experience that is sweeping through financial services is showing no signs of slowing down.

Steven Van Belleghem, author of The Internet of Customer Value, How Web3 and the Metaverse Are Changing the Game in Customer Experience, will deliver a keynote address on Day One of FinovateEurope this year that tackles this topic head-on. An expert in the future of customer centricity, Van Belleghem emphasizes the relationship between enabling technologies, customer-centric thinking, and the human touch in his work. This work includes four international best-selling books, as well as co-founding inspiration agency Nexxworks and social media agency Snackbytes.

Find out more about how to attend FinovateEurope at the O2 in London and catch Steven Van Belleghem’s keynote address live on Tuesday, March 14, at our FinovateEurope hub.

An engaging speaker and colorful writer, Van Belleghem has impressed audiences and readers with his insights into what it truly means to put the customer first – and why it is imperative for companies to do so in order to succeed. In a recent blog post, Van Belleghem explained how “customer culture” has “replaced technology as the holy grail” as a growing number of businesses recognize the value of “really try(ing) to understand what people want and then help them.” He wrote:

“Over the years, software has even become quite good at being creative, but empathy remains that last beacon, something that is typically human. And so a positive culture of being kind, of being human, of saying ‘yes’ to your customers will become a true differentiator. That’s what will bridge the most of that last 10% to get great CX.”

Read his full discussion, which includes Van Belleghem’s explanation of why this last 10% is always the most difficult to achieve, as well as a helpful strategy for keeping even the most promising of enabling technologies in the proper perspective.

Then stop by our FinovateEurope 2023 hub to save your spot at our upcoming fintech conference, March 14 through 15, featuring author Steven Van Belleghem’s keynote address on Day One.


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