CX Matters by Hello Customer

In this episode of CX Matters, host Bram De Vos sits down with Michel Stevens to explore one of the most misunderstood ideas in customer experience: the service recovery paradox. Why do customers whose problem was handled well end up more loyal than customers who never had a problem at all? From Michel's moment of clarity at a supermarket checkout, where the terminal beeped and the cashier moved on to the next customer while he was still bagging his groceries, to research from the financial i...

In this episode of CX Matters, host Bram De Vos sits down with Steven Van Belleghem and Michel Stevens to explore one of the most uncomfortable questions in customer experience today: as AI moves to the centre of the customer relationship, what happens to trust? Does it get easier to build, or does it become more fragile as the decisions get more automated? From the massive adoption of consumer AI tools to the slow crawl of corporate customer service, the conversation digs into why, three and...

In this episode of CX Matters, host Bram De Vos sits down with Michel Stevens to explore one of the hardest questions in business today: how do you actually embed customer centricity into an organization, instead of just talking about it? From leadership mandate to micro CX leaders on the front line, the conversation digs into what separates organizations that genuinely live customer experience from those that treat it as a quarterly report. Michel challenges the idea that CX is a "grassroots...

In this episode of CX Matters, host Bram De Vos sits down with Steven Van Belleghem to explore a growing tension in modern business: as companies become more efficient and automated, do they risk losing customer trust? From AI-driven service to community-driven brands, the conversation dives into how organizations can balance efficiency with human connection. Steven challenges leaders to rethink their obsession with short-term ROI, argues for intuition alongside data, and explains why the fut...

In this Hello Customer webinar, CEO Bram De Vos is joined by CTO Jonas Beullens for a blunt, practical conversation about AI in customer experience, and why the loudest takes are usually the least useful. They open with a deliberately provocative claim: AI is threatening your job. Then they quickly pop the balloon. Predictions around “AGI is near” and “whole professions will disappear” have been confidently wrong before, and the bigger point is simple: in the next three to four years, CX is f...