What unfolds is a deeply human conversation about connection, understanding, and the delicate art of meeting customers where they are – culturally, emotionally, and practically.
Our journey through Belgian CX is orchestrated by Michel Stevens, whose curiosity about global customer perspectives drives the conversation forward.
He's joined by three remarkable Belgian CX experts, each bringing unique insights to the table.
As the head of marketing at Idalko and an experienced customer experience manager, Anne-Laura Janssens is passionate about keeping the human element central in CX. With a background spanning multiple industries, she champions the voice of the customer within organizations, starting each day by reading customer feedback rather than newspapers. Her approach transforms abstract data into compelling human stories that drive organizational change.
Described as "a bottomless well of enthusiasm and optimism," Dimitri Jambé is an independent consultant who helps organizations deliver on their CX promises. With experience working across cultures from Northern Africa to Bulgaria, he focuses on designing meaningful customer conversations and developing the human capital that makes exceptional service possible. His mission: to elevate the often underestimated role of customer service professionals.
As a business and service designer for Proximus, Koen Peeters brings a fascinating blend of analytical thinking and creative problem-solving to the table. Beyond his day job, he's a board member of Scandinavia in Belgium, a rugby coach, and even crafts his own hot sauce. This eclectic background fuels his ability to balance business viability with customer desirability, always seeking to understand the real human needs behind customer problems.
Our journey through Belgian CX is orchestrated by Michel Stevens, whose curiosity about global customer perspectives drives the conversation forward.
He's joined by three remarkable Belgian CX experts, each bringing unique insights to the table.
As the head of marketing at Idalko and an experienced customer experience manager, Anne-Laura Janssens is passionate about keeping the human element central in CX. With a background spanning multiple industries, she champions the voice of the customer within organizations, starting each day by reading customer feedback rather than newspapers. Her approach transforms abstract data into compelling human stories that drive organizational change.
Described as "a bottomless well of enthusiasm and optimism," Dimitri Jambé is an independent consultant who helps organizations deliver on their CX promises. With experience working across cultures from Northern Africa to Bulgaria, he focuses on designing meaningful customer conversations and developing the human capital that makes exceptional service possible. His mission: to elevate the often underestimated role of customer service professionals.
As a business and service designer for Proximus, Koen Peeters brings a fascinating blend of analytical thinking and creative problem-solving to the table. Beyond his day job, he's a board member of Scandinavia in Belgium, a rugby coach, and even crafts his own hot sauce. This eclectic background fuels his ability to balance business viability with customer desirability, always seeking to understand the real human needs behind customer problems.
What's on in Belgium?
The Human Element in a Digital World
This Antwerp episode of Table 7 serves up a rich array of topics that challenge conventional thinking about customer experience. In an era obsessed with automation and AI, the conversation repeatedly returns to the irreplaceable value of human connection. Dimitri passionately argues that while companies invest millions in software and AI, they consistently under-invest in developing their human capital – particularly in customer service. The panel explores how Belgian businesses are finding the delicate balance between technological efficiency and authentic human interaction.
Cultural Diversity and Its Impact on CX
Belgium's unique position as a small country with extraordinary cultural diversity provides fascinating insights into how businesses adapt their CX strategies. Anne-Laura explains how Belgian companies have moved beyond simple demographic segmentation to more granular, culturally-aware approaches. The discussion explores how universal customer needs – to be seen, heard, and valued – manifest differently across cultural contexts.
From Data to Stories: The Power of Customer Voices
All three guests share a commitment to bringing real customer voices into business decisions. Anne-Laura describes including verbatim customer quotes in executive reports to make abstract satisfaction scores tangible. Koen reveals how Proximus's CEO shares both positive and negative customer feedback with all 11,000 employees weekly. Dimitri advocates for having board members listen to actual customer calls – a simple practice with profound impact on organizational priorities.
Leadership and Organizational Culture
The conversation dives into how different management styles – from the "Anglo-Saxon" approach to the "Rhineland model" – shape customer experience capabilities. The panel explores what it takes to build truly customer-centric organizations, emphasizing the critical role of leadership commitment, employee empowerment, and creating systems that value learning over blame.
Ethics and Responsibility in CX
In a particularly thought-provoking segment, the discussion turns to the ethical dimensions of customer experience. Koen introduces the concept of "dark patterns" – design choices that subtly manipulate customers – raising important questions about where customer experience management crosses the line into manipulation. The conversation challenges CX professionals to consider their ethical responsibilities in an increasingly sophisticated digital landscape.
This Antwerp episode of Table 7 serves up a rich array of topics that challenge conventional thinking about customer experience. In an era obsessed with automation and AI, the conversation repeatedly returns to the irreplaceable value of human connection. Dimitri passionately argues that while companies invest millions in software and AI, they consistently under-invest in developing their human capital – particularly in customer service. The panel explores how Belgian businesses are finding the delicate balance between technological efficiency and authentic human interaction.
Cultural Diversity and Its Impact on CX
Belgium's unique position as a small country with extraordinary cultural diversity provides fascinating insights into how businesses adapt their CX strategies. Anne-Laura explains how Belgian companies have moved beyond simple demographic segmentation to more granular, culturally-aware approaches. The discussion explores how universal customer needs – to be seen, heard, and valued – manifest differently across cultural contexts.
From Data to Stories: The Power of Customer Voices
All three guests share a commitment to bringing real customer voices into business decisions. Anne-Laura describes including verbatim customer quotes in executive reports to make abstract satisfaction scores tangible. Koen reveals how Proximus's CEO shares both positive and negative customer feedback with all 11,000 employees weekly. Dimitri advocates for having board members listen to actual customer calls – a simple practice with profound impact on organizational priorities.
Leadership and Organizational Culture
The conversation dives into how different management styles – from the "Anglo-Saxon" approach to the "Rhineland model" – shape customer experience capabilities. The panel explores what it takes to build truly customer-centric organizations, emphasizing the critical role of leadership commitment, employee empowerment, and creating systems that value learning over blame.
Ethics and Responsibility in CX
In a particularly thought-provoking segment, the discussion turns to the ethical dimensions of customer experience. Koen introduces the concept of "dark patterns" – design choices that subtly manipulate customers – raising important questions about where customer experience management crosses the line into manipulation. The conversation challenges CX professionals to consider their ethical responsibilities in an increasingly sophisticated digital landscape.
Join the conversation
If you're a CX professional, a business leader, or simply someone fascinated by the intersection of culture and customer experience, this Antwerp episode of Table 7 offers invaluable insights:
Cultural Intelligence: Gain a deeper understanding of how Belgium's multicultural landscape shapes customer expectations and business responses.
Human-Centered Approaches: Discover practical strategies for keeping the human element central in an increasingly digital CX landscape.
Leadership Wisdom: Learn from experienced practitioners about building customer-centric organizational cultures that empower employees and delight customers.
Ready to immerse yourself in the fascinating world of Belgian customer experience? Don't just read about it – experience the warmth, wisdom, and occasional Belgian humor for yourself. Tune in to the full episode and discover why Antwerp offers a unique lens for understanding the cultural dimensions of exceptional customer experience.
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