Guest blog: The customer experience renaissance

Steven Van Belleghem is widely regarded as one of the world’s leading thinkers in the field of customer experience. Following his speech at the Building Societies Conference, we had the opportunity to delve deeper into the ideas he shared with us.

You speak about the need for organisations to harness AI to improve the customer experience, but how can financial service providers stay connected to their customers when they have fewer human interactions?

That’s where my 99%-1% rule comes in.

In 99% of interactions, customers want speed, ease, and convenience — and that’s where AI shines. It’s  about solving simple questions, automating processes, and removing friction. But in that remaining 1% — when emotions run high, when decisions involve a lot of money, or when life gets complex — people want a real human. Not just someone to “do the job,” but someone to listen, empathise, and advise.

The role of humans in financial services is not disappearing — it’s evolving. AI will take care of the operations, which frees up humans to focus on what they’re best at: emotional intelligence, connectivity, and trust-building. Fewer human interactions doesn’t mean weaker relationships — it means the human moments that remain will be more meaningful than ever.
 
Is the expectation of hyperpersonalisation inevitable in all transactions and what are the risks of not implementing strategies that can truly serve the individual?

Absolutely. But it’s more than just personalised emails or relevant offers — we’re entering the era of the  AI-powered personal adviser.

Imagine a digital financial coach that knows you, remembers you, works only for you, and is available  24/7. That’s the new standard. And if you don’t meet it, you risk feeling outdated. You risk becoming irrelevant.

This new wave of personalisation isn’t about marketing — it’s about helping people make better  decisions in a trusted and highly contextual way. If you’re not building towards that today, you’ll be invisible tomorrow.
 
With the shift away from Google as a search engine towards ChatGPT (or alternatives), how can brands ensure they do not disappear from view?

In the world of Large Language Models, brands don’t compete for clicks — they compete to be the best answer. That means content must evolve. It’s no longer about SEO tricks, it’s about being truly useful, trusted, and contextually relevant. Companies should start investing in what I call “AI-readable content” — answers that these models can pick up, trust, and present to users at exactly the right moment.

This is part of the broader Customer Experience Renaissance: companies must stop thinking inside-out,  and start building value from the customer’s perspective — even if that means showing up in a chatbot response rather than a traditional ad.

Is it worth investing in people when AI will soon be able to serve all of the customer’s needs?

Yes — more than ever. But not the same way as before. We don’t need more humans for operational tasks. We need people who can connect, inspire, show passion, and help navigate ethical questions.  When everything else is automated, human interaction becomes the most valuable asset — because it’s rare.

This is the paradox of AI: the more digital our world becomes, the more human skills stand out. And  that’s what companies should be investing in today.
 
What should companies do now to lay the groundwork for the next ten years?

The next decade will be shaped by three things: extreme convenience, unexpected delight, and deep  trust.

AI will help us remove all friction — but that’s not enough. The companies that win will be the ones that go beyond convenience and use AI to create magical, personal moments. At the same time, trust will be the foundation of every interaction. Data ethics, transparency, and security will move from IT topics to boardroom priorities.

It’s not about building the future in one big leap — it’s about experimenting today with how AI can serve your customers better, and using those learnings to scale over time.

Find out more: Visit https://www.stevenvanbelleghem.com/

This article was first published in Society Matters magazine

You may also be interested in...

BSA Card
  • BSA.Event Event
  • Prudential Regulation

Advanced treasury risk and balance sheet management

This course has been postponed. Please contact the events team if you're interested in attending a future course. We now offer three tiers of treas...

BSA Card
  • BSA.Event Event
  • Prudential Regulation

Treasury risk and balance sheet management

Due to popular demand, we now offer three tiers of treasury management training for BSA Members, Associates and Non-members. The courses will be repea...

BSA Card
  • BSA.Event Event
  • Prudential Regulation

An introduction to treasury management

Due to popular demand, we now offer three tiers of treasury management training for BSA Members, Associates and Non-members. The courses will be repea...

BSA Card
  • BSA.IndustryResponse Industry Response
  • Prudential Regulation

BSA responds to CP10/25

The BSA responds to the PRA's consultation CP10/25 on managing climate-related risks

BSA Card
  • BSA.Event Event
  • Prudential Regulation

Risk appetite training for credit unions

With increasing regulatory focus on the safety and soundness of Credit Unions, it is crucial that you understand the regulator’s risk appetite expecta...

BSA Card
  • BSA.Event Event
  • Mortgages & Housing

Annual meet-up for mortgage professionals

The 2025 Annual Mortgage Meet-up will be taking place in London on Thursday 25th September. Exploring some of the biggest issues shaping the futu...

BSA Card
  • BSA.PressRelease Press Release
  • Savings

Cash ISA Transfer Performance H1 2025

Collectively, the industry can report that 89 per cent of cash ISA transfers were completed within this timeframe between 1 January 2025 and 30 June 2025.

BSA Card
  • BSA.PressRelease Press Release
  • Mortgages & Housing

Generation Stuck: Majority of 25-44 year old renters thought they would own a home by now

New BSA research finds that a huge proportion of would-be first-time buyers have been unable to fulfil their dream of homeownership in the timeframe t...