CX Matters by Hello Customer

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...

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 f...

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...

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...

In this Hello Customer webinar, CEO Bram De Vos is joined by Michel Stevens, course director at CXM Academy, for a no nonsense look at how to turn feedback into action, and why most companies still miss the point. Key Topics Covered: The importance of reading raw customer feedback daily The blind spot of focusing only on complaints Two-dimensional customer relationships (emotional connection vs. p...

In this episode of CX Matters, host Bram De Vos sits down with Michel Stevens, one of the most respected voices in customer experience, to explore why culture and behavior matter far more than processes or technology. With over two decades of experience guiding organizations toward stronger customer relationships, Michel shares how real differentiation happens when companies align values, leadersh...

In this episode of CX Matters, host Bram De Vos brings together two leading voices in customer experience: Michel Stevens and Horst Remes. Michel brings the lens of leadership and culture, while Horst approaches CX through design, experimentation, and evidence. Together they explore the question that often sits unanswered in boardrooms: how do you turn customer experience into measurable financial...

In the first episode of CX Matters, host Bram De Vos sits down with Horst Remes, founder and CEO of One Stone, to unpack the biggest myths that keep companies from delivering meaningful customer experiences. Horst shares how his team uses a startup-style experimentation approach to redesign customer journeys, why memories matter more than experiences, and how one powerful moment can shape how cust...