In this Thinkers50 Brightline Initiative Podcast, Stuart Crainer interviews Steven Van Belleghem, author of Customers The Day After Tomorrow, The Conversation Manager and When Digital Becomes Human. The two discuss how to attract customers in a world of AI, bots and automation.
Crainer posits that customers have almost become products in today’s business environment. Van Belleghem explains that in the age of Big Data, the shift was inevitable. He argues that we have moved past the age of mobile first to the age of AI first, and that we have the opportunity to treat customers in a different way. The future of customer experience is happening now, in China. What is causing Europe and North America to lag behind?
Van Belleghem also talks about the possibilities of smart speakers for example – what happens when our Virtual Assistants such as Alexa or Google Home can assist in saving customer time and enhancing customer time, all through data analytics.