Steven Van Belleghem’s latest book - Customers The Day After Tomorrow - invites you to dive into the future of your customers. To allow you to experience this from the front row seats, nexxworks and Steven invite you to fly with them to the epicenter of innovation: Silicon Valley!
Join us to experience 5 intense and triggering days, each one with its own dedicated theme related to the customer relation in the Day After Tomorrow. An opinion leader or keynote speaker will kick off each day, after which we will visit some of the most innovative companies out there with the most compelling customer relationships.
This week will give you an insight in what your customer and customer experience might (need to) look like in the future. The program is build up based on 5 pillars, in which you'll find the anchor points from Steven's book. Find them below and consult the day / day program for more info about topics and about confirmed speakers!
Enjoy Steven's recent blogs and get an insight to get a taste of what to expect!
Find out more snackable content on the blog!
This tour has already taken place but if you want to stay up to date about customer-centricity programs, leave your credentials below and we'll keep you updated.
"The nexxworks trips have ignited me in the past to pursue real change in my business and how I take decisions. I did not only return totally excited with wild dreams on how to change the world but above all with the knowledge and conviction that I will change things in Belgium with my team."
Customer the Day After Tomorrow is a brand new book by Steven Van Belleghem (november 2017). It's a story about the future of customer relations in a world of artificial intelligence, automation and bots. In this book, companies find out what the investment axes are to win the heart and business of customers in the next five to ten years. The topics discussed will be the ones guiding the eventual program.
Sunday - Arrival in San Francisco, Check-in to the hotel, Welcome keynote Steven Van Belleghem, Welcome Activity & Dinner.
Steven is an expert in customer focus in a digital world and in how our customers will behave in the Day After Tomorrow. He is a popular speaker at home and abroad. In his keynote presentations, Steven takes his audience on a journey to the world of modern customer relationships in a clever, enthusiastic and inspiring way. So far, he gave more than 750 keynote presentations, reaching more than 200.000 people in over 30 countries around the world and received several best speaker awards.
He's also the author of multiple international bestselling books including ‘The Conversation Manager’, ‘When Digital Becomes Human’, ‘Customers the Day after Tomorrow’ and ‘The Offer You Can’t Refuse’.
Steven is also one of the leading moderators of the nexxworks community: Mission CX. It's a one-year journey consisting of 10 live Digital Monthly Sessions with international speakers and company cases about customer experience and 24/7 access to a community platform to connect with peers. Discover the full program here!
More about StevenMonday - CUSTOMER INTERFACES are the first touchpoint between a customer and you. Giving that they are (both interfaces and customers frankly) evolving faster than ever, let's start there!
Welcome to the world of zero-click interfaces. Do you really like checking out in a shop? Neither do your customers. Think Amazon Echo, Google Home or frictionless shopping. The customer of tomorrow wants you to know what he or she needs even before they realize themselves.
Brian Solis is a digital analyst, anthropologist, award-winning author, prominent blogger, and keynote speaker. He is a specialist on the effects of emerging technology on business, marketing, and culture.
His new book, X: The Experience When Business Meets Design, introduces the importance of experiences as the new brand, bringing the worlds of CX, UX and BX together to re-imagine the customer journey and lifecycle.
Lauren Kunze built her first chatbot at age fifteen, and currently works at Pandorabots: the world’s leading platform for building and deploying chatbots. She is a published author and graduate of Harvard College, where she studied Literature and Language, and Neuroscience.
More about LaurenPandorabots is the world's leading platform for building and deploying artificially intelligent chatbots. Over 250,000 registered developers have built 300,000+ chatbots in almost every natural language. These bots have chatted with end-users more than 60 billion times and counting on a variety of popular messaging, voice, and hardware channels.
Arte Merritt is a mobile strategist, entrepreneur, and startup advisor.
Arte was the founder and CEO of Motally, a leading mobile-analytics platform. He led Motally through a successful exit with Nokia acquiring it. Arte built the first version of Motally, got the initial customers, and raised Series A funding as a sole entrepreneur.
As an active member of the startup community, Arte helped launch two startup accelerator programs (Turner Broadcasting's Media Camp and Mobile Monday’s Momentum, which he co-founded); is currently a mentor in Orange's accelerator Orange Fab; and is a startup advisor and angel investor.
Arte’s main areas of focus are mobile and data analytics. In addition to Motally, he’s worked with Yahoo Mobile, Helio, and a wide range of mobile startups. He was a Director of Mobile Monday Silicon Valley and co-founded the MIT Wireless Forum.
Specialties: Mobile, Data/Analytics, Product Management, Corporate Development, Startup Advising
Dashbot is a bot analytics platform that enables developers to increase engagement, acquisition, and retention through actionable data.
Snap Inc. is the company behind Snapchat which recently changed its strategy to reinvent the camera to improve the way people live and communicate.
Augmented reality and VR have long been looked at as an impossible technology to work with. The rise of the sensor-packed smartphones has entirely changed the game. Delivering added value through VR and AR has become easier than ever. How do you leverage this technology and where lie the opportunities and caveats? Let's explore together.
Platform companies are pushing the world into a different direction. Platform companies like Tencent, Amazon and Airbnb have build their own ecosystems that revolutionized a certain business. In order to remain successful, we need to think more like platforms and less as individual organizations.
Aipoly, Google and Amazon are all looking into the future of shopping. Enough with cashiers and slow checkout systems. The future of shopping is already here and it involves walking in a store, grabbing what you need and walking out without the need to take out your wallet.
Amazon is the ultimate platform company. Coming from an online bookstore, it's almost impossible to apprehend the evolution of Jeff Bezos' brainchild. Becoming a platform company has enabled Amazon to work on its own datacenters, leading to Amazon Web Services and in the end to innovative cloud-based solutions like the Amazon Echo. Stay tuned.
Tuesday - ARTIFICIAL INTELLIGENCE (A.I.) is the third phase of digital transformation. Where do you start? Why does it matter? What is already happening? Should you develop an A.I. First strategy?
Primer wants to help companies understand massive stores of text data using AI. Their mission is to accelerate our understanding of the world. Users feed Primer's software a stream of documents, and it automatically summarizes what it determines to be the most important information out of that haystack of data. Users are then able to filter by topic, event, and other categories to drill down into the information Primer collected so they can go beyond the automatically generated headlines. Primer's technology is deployed by some of the world's largest government agencies, financial institutions, and Fortune 50 companies.
Bringing emerging technologies to life.
I am passionate about building & growing values-driven companies with scalable and socially responsible business models.
Leading DigitalGenius, a venture-backed artificial intelligence company based in London and San Francisco. In my role, I am focused on bringing practical applications of deep learning and artificial intelligence into the customer service operations of large and rapidly growing companies.
Author of "AI is My Friend: A Practical Guide for Contact Centers".
Frequent speaker on topics of emerging technology, artificial intelligence & entrepreneurship -- including the Milken Institute Global Conference, Forbes 30Under30, DLD, TechCrunch Disrupt, Bloomberg NBT, Nantucket Project, etc.
Ever wondered why KLM can answer your questions faster than any other airline or organization? There's only one answer to that question and the answer is called "Digital Genius". The software has enabled customer interaction workers to become more efficient, more customer friendly and multi-channel focused at the same time. No matter the platform that is used to ask a question, KLM can answer any urgent questions in a wink.
• I have experience contributing to high-tech companies at various levels: coding, designing, leading and managing teams/projects.
• My goal is to help build a business in the technology space.
Specialties:
• I am a programmer (of the C++/Linux/Python flavor) with a background in operating systems, networking, protocols and distributed systems.
• I have technical leadership, project management and people management experience in the computer networking space.
Brice joined Google in California after 20 years of experience in Innovation management with industry (l’Oréal), Consulting (Boston Consulting Group) and entrepreneurship (Act One).
Author of several bestselling books dedicated to creativity and innovation published in French with Dunod.
More about BriceOnline marketing professional with wide experience on the client, agency and publisher sides of the business, specializing in media planning and buying, inventory bundling, new technology projectmanagement, marketing campaign development and customer care/CRM strategy.
More about SaraPhil McDonnell manage sthe Product Group working on Google's online-to-offline ads business. The group continues to grow at an explosive pace. He spends much of his time focused on new measurement and targeting efforts, especially launching products around online-to-store, store visits, store sales, consumer packaged goods, and bluetooth beacons.
He was also co-founder and CEO of CoupFlip.com, a venture funded start-up that was the leading secondary market for daily deals.
A visit to Google is always an experience and we have some exciting topics for you in the pipeline at Google. The speakers are still to be confirmed but this is what you can expect during our afternoon at the Google HQ:
Machine learning and AI for the retail industry | The partnership between Google and wal-mart (Google Express) | Virtual Reality and Augmented Reality | Internet of Things | The age of assistants
Wednesday - RETAIL in the DAY AFTER TOMORROW: offline became online which is going offline again. What's happening? What influences the path to purchase? Amazon? What about robots? 3D printing? Drones? Simplicity is always more complicated than it seems…
John Bird is Executive Director, Global Retail & Shopper Marketing, for VML, an award-winning worldwide marketing communications company. Based in New York, he focuses on retail as part of the connected consumer experience. Prior to VML, Jon headed up Y&R’s global retail shopper marketing practice, Labstore, from New York.
He was a co-founder of retail specialist agency IdeaWorks in Australia and NZ, and was ultimately CEO and Chairman.
John is passionate and excited about retail and where it’s all headed, and he has spoken all over the world on the subject, including the National Retail Federation Big Show in New York; SxSW in Austin, Texas; WPP Global Retail Forums in Miami, Mexico City and Santiago; and the Budapest Brain Bar in Hungary.
More about JonRetail and Jon Bird go hand in hand. As an expert on marketing, advertising and retail, he knows what's cooking. Jon will introduce you into the world of digital retail and what that means in times of retail giants that are eating the whole cake and leave nothing but crumbles for their competitors.
Enough for the talking, let’s go see some retail concepts! We take you to the best (or the worst 😉) of what San Francisco has to offer. B8ta, Target Open House, Away, Aesop and maybe Amazon Go (finger's crossed they'll open in time for us) are the targets of this retail safari. Get inspired by these new retail concepts. According to Jon Bird, who happens to host this, there's nothing better than learn from the best and improve upon the most innovative concepts.
Online retail is all about swift and easy delivery. Delivery robots might become an important part of the puzzle.
Your customer is not just a consumer anymore. People are more and more becoming "prosumers". They are both consuming and producing products. Technologies like 3D-printing hold the promise to revolutionize the way people buy products but it will also enable companies to produce products on demand in less time and with higher customer satisfaction as a result.
Thursday - BRANDING in the DAY AFTER TOMORROW: as Google & Facebook won the advertising business in phase I and II of the digital transformation, who will in the AI first era? How will brands stand out this time? Creativity's calling!
This day will be facilitated with Erwin Janssen, CEO of Wunderman Antwerp. We'll take a deep-dive in branding and advertising for the next 15 years.
Erwin’s working domains are Digital Transformation, Technological Innovation and Marketing Integration. He has a special interest in retail innovation and the future of advertising.
BAV is the world’s largest and leading empirical study of brands. Developed with academic partners at Columbia, MIT, Dartmouth, and the University of Washington, BAV uniquely captures the key dimensions that drive brand momentum, advocacy, and financial success in the marketplace.
PJ Pereira is co-founder and Creative Chairman of Pereira O’Dell, where he has worked with brands such as MINI, Coca-Cola, LEGO, Google, Skype and Intel among others. In 2017 he had the honour to serve as the president of the jury of the Branded Entertainment Jury at the Cannes Lions Festival of Creativity, thirteen years after chairing the Cyber Lions jury, when, according to the festival, he was the youngest president in the history of Cannes Lions.
More about PJLive television viewing is decreasing as audiences – especially the younger generation – choose to stream television shows and films via catch-up, YouTube, Netflix, iTunes and other digital platforms. With that shift, intrusive commercial advertising breaks are quickly losing their power as the leading way in which brands talk to their audiences. PJ Pereira is the perfect guide to introduce us in the world of branded entertainment of the future.
We're in close conversation with Google in order to pinpoint the exact topics. Let us know if you'd have specific questions!
Based in San Francisco, Brandless™ is a fresh approach to consumer commerce. Their mission is deeply rooted in quality, transparency, and community-driven values. Starting with everyday essentials, the things they use all the time, Brandless™ will make it possible for everyone to have access to better stuff for fewer dollars.
500 Startups, Y-Combinator,...
Europeans would need to be a little more proud on what they establish. Let’s mingle and do something fun with the Belgians in San Francisco. Haven’t tasted the Tacro of Vive La Tarte yet? Now is the time. Showpad will sell it to you straight away and Sparkcentral will keep track of you complaints. Eager to learn more about the others? Tonight will be your night.
Friday - CUSTOMER CENTRIC CULTURE - what can, should or would it take to put the customer, the Day After Tomorrow, really in the center of your organization?
Mr. Marc Vanlerberghe has been Chief Marketing Officer at Medallia, Inc. since October 27, 2016. Mr. Vanlerberghe co-founded eWingz Systems, Inc. (also known as Quios, Inc.) in 2001 and also served as Chief Executive Officer from March 2001 to October 2007. Prior to joining Medallia, he served as Vice President of Marketing for Access and Energy at Google and served as an Advisor to Google Capital. He also led marketing for Android, Google Play and Google's hardware and retail organizations. He has been an active player in the mobile industry for over 20 years. He has developed some of the most widely recognized brands in the world, turning Android from a novelty into the world's most popular mobile operating system. He made his name at Google launching and building the Android brand and has over 17 years of executive marketing experience. Prior to founding Quios, he was Director of Business Development at Proximus, a joint venture between Airtouch & Belgacom, where he was responsible for their Internet and Roaming business units. As a Consultant for McKinsey, he worked on operational excellence projects in the telecom industry. From 1988 to 1995 he held several technical, sales, marketing and management positions at IBM. Mr. Vanlerberghe received his M.B.A from Stanford University and an M.S. degree in engineering from the University of Ghent, Belgium.
More about MarcMedallia is a company that wants to help you win The Customer Experience Journey. Customer experience is today’s most important battleground on which few companies are set up to compete. Technology and choice have given customers power like never before. The pace and impact of changing demands is unrelenting and companies often have difficulty keeping up with their customers. Medallia is a company that arms you with the means not only to optimize every experience, but also to transform your own company and people.
Steven is an expert in customer focus in a digital world and in how our customers will behave in the Day After Tomorrow. He is a popular speaker at home and abroad. In his keynote presentations, Steven takes his audience on a journey to the world of modern customer relationships in a clever, enthusiastic and inspiring way. So far, he gave more than 750 keynote presentations, reaching more than 200.000 people in over 30 countries around the world and received several best speaker awards.
He's also the author of multiple international bestselling books including ‘The Conversation Manager’, ‘When Digital Becomes Human’, ‘Customers the Day after Tomorrow’ and ‘The Offer You Can’t Refuse’.
Steven is also one of the leading moderators of the nexxworks community: Mission CX. It's a one-year journey consisting of 10 live Digital Monthly Sessions with international speakers and company cases about customer experience and 24/7 access to a community platform to connect with peers. Discover the full program here!
More about StevenOur aim is to end the program around 2 PM on all of our programs. Therefore, we recommend people to schedule flights that leave around 4 - 5 PM or later. At the bottom of this page you can find the recommended flights if you're flying from Belgium to San Francisco.