What happens to marketing when AI controls the entire purchase funnel?Steven Van Belleghem, global CX thought leader, keynote speaker, and author, joins us to unpack how AI isn’t just changing workflows, it’s rapidly  transforming customer decision-making itself.Uncover how customer expectations are shifting, how brands can prepare for AI-powered shopping assistants, and why the brands of the future must be search-visible, review-backed, and emotionally resonant. Steven warns that most companies are only focused on internal AI efficiencies… while ignoring how customer journeys are being upended in real time.We also explore his framework for “The Offer You Can’t Refuse,” why authenticity is overrated, and what a 1% human experience should look like when everything else is automated. If you're a CX leader, marketer, or executive wondering what to do when the funnel disappears and your customers outsource their decisions to algorithms—this is the conversation you can't afford to miss. Key Moments:00:00 The Rise of LLMs in Search and Their Impact04:29 Introducing Steven Van Belleghem, CX Expert, Author, and Keynote Speaker07:22 Steven's Journey: From Family Business to AI Expert13:22 The Future of AI in Customer Experience and Branding34:55 Steven’s Four Pillars of Success37:26 Examples of European Companies Excelling in Customer Experience40:12 The Power of Small Changes in Customer Experience46:51 Authenticity vs. Artificial Experiences51:49 The Impact of AI on Customer Experience55:10 Leadership's Role in Customer-Centric Culture01:02:06 Lightning Round: Steven’s Personal Inspirations and Advice
–Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit <a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce">salesforce.com/agentforce</a>&nbsp;Mission.org is a media studio producing content alongside world-class clients.&nbsp;Learn more at <a href="https://mission.org/">mission.org</a>

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