International keynote speaker Nancy Rademaker explains the “X Factor of Customer Centricity”.

For the past few decades, there has been greater focus on customer experience [CXT]. The choice of products and services is governed increasingly by customer emotions. In an age where everything is available to everyone, organizations have come to recognize that customer centricity is key, while the experience provides the distinguishing X factor.

Nancy will take you on a journey through human change. She will explore the effects of change on organizations and the reasons why customer centricity and CX are essential to acquiring and retaining customers. This strategy has technology at its core. Artificial intelligence, algorithms and new interfaces will help businesses to define and satisfy the needs of their new customer.

An expert in customer-centricity in a digital world, Steven Van Belleghem acknowledges that 4G, social media and mobile services have given rise to a “new minimum” in customer experience. He says customers expect ease of use, friendly and empathic staff, omnichannel services and competitive prices. In the years to come, customer experience will reach a whole new level.

Technology will play a key role in delivering on customer expectations, but Steve wants to know how companies can “help consumers’ dreams come true and eliminate the obstacles in their day-to-day lives.” He believes companies can tackle world problems together with their customers, and even develop solutions to challenges such as climate change and mobility.