Are you ready to become a shiny diamond? getty Steven Van Belleghem is a customer experience (CX) expert in Belgium. Companies around the world pay attention to what he says and writes. His latest book, A Diamond In the Rough, can help companies and brands recognize their potential to become customer-centric organizations. Many companies want to be customer-centric and create a great CX. They decide to do so, introduce the idea to the employees, yet even with the best intentions, a year later, nothing has changed. Van Belleghem refers to these as “diamonds in the rough.” They have the potential to be shiny diamonds but just haven’t gone through the process and made the changes needed to d
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