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In this episode of the Digital Excellence Podcast, we welcome our special guest Steven van Belleghem. For those who don’t know him: he’s a best selling author, international keynote speaker, consultant and founder of Nexxworks, tech enthusiast, Disney-freak, and, more and more, a marketing phenomenon. Just 2 months ago, Steven’s released his newest book: “The offer you can’t refuse” Since that book (featured in a Forbes top 10) is all about customer expectations going beyond convenience, we talk a lot about this topic. In this episode, you’ll hear important take-outs on Steven’s new books, about customer experience and AI, and about reverse engineering customer experience. We also talk about the impact of Covid-19 on society and the role technology is playing in shaping new work habits and environments.