CX-Brussels Events
Moments of Engagement
As a CX-Brussels member you get access to a full range of insightful events: CX “On Stage” events, Workshops and even strategic Round Table discussions. Each time with a mix of local and international speakers.
Our Future Events
Get ready for our exciting upcoming events that promise to inspire and engage.
CX-Brussels Round Table
The Great Myths of
Customer Centricity
When ? Fri, 13th of September
Where ? Brussels
Who ? Horst Remes
We will hold our next CX-Brussels Round Table event. This time we'll have one of our own members, Horst Remes (Onestone) who will talk about the pitfalls of customer centricity. In this keynote address, Horst will tell us why too many customer-centricity initiatives fail. Numerous times, customers do not notice the difference between ‘before' and ‘after'.
And therefore, there is no effect on their behaviour: more word-of-mouth, improved sales or higher loyalty. During this interactive session we will learn how to avoid those pitfalls and move forward effectively and efficiently.
CX-Luxembourg Round Table
The Role of Empathy in Digital
Customer Experience
When ? Tue, 17th of September
Where ? Luxembourg
Who ? Peter Dorrington
Topic this time is "The Role of Empathy in Digital Customer Experience". Companies have been focusing on operational efficiency and customers see that as a ‘hygiene’ factor, not a differentiator. The explosion of digital and the drive to remove friction in customer experience means that companies have engineered out meaningful and personal relationships with their customers. This operational focus misses the key component in what will be the next competitive battleground - Digital Empathy.
From the UK, we will have Peter Dorrington. As the inventor of Predictive Behavioural Analytics, Peter is an expert in how to provide customers with more human experiences across all channels, including mobile and digital.
CX-Brussels Round Table
CX & The Future of Retail
When ? Thu, 15th of May
Where ? Brussels
Who ? Grégoire Charpe-Civatte
For this 2nd CX-Round Table event of 2025, on Thursday 15th of May, we are proud to present Mr. Grégoire Charpe-Civatte, business leader and currently VP of CX & Innovation at Majid Al-Futtaim.
👉 The retail sector has experienced a remarkable transformation over the past decade, propelled by technological innovations and evolving consumer preferences.
In the competitive retail 🛍 landscape, design and experience are key differentiators. Retail design innovation can significantly enhance revenue, with studies showing that well-designed stores can increase sales by up to 40%. This session explores how retail brands like IKEA leverage innovative design principles to create engaging environments that drive customer loyalty and boost sales. Additionally, transforming service teams into experience teams is crucial in creating memorable customer interactions. With 86% of buyers willing to pay more for great customer experiences, how can retailers effectively train and empower their service teams to deliver exceptional experiences?
CX-Brussels CX On site
UX & The Digital Customer Journey
When ? Wed, 18th of June | Thu, 19th of June
Where ? Brussels (18th) | Luxembourg (19th)
Who ? Vitaly Friedman
Whether you're a designer, product manager, or digital strategist, this event promises valuable takeaways to elevate your approach to customer experience. 💡
Don't miss this opportunity to gain insights from one of the industry's leading voices in UX design.
Join CX-Brussels Today
Become a part of our vibrant community and gain access to exclusive events, networking opportunities, and the latest insights in customer experience. Elevate your CX knowledge and connect with like-minded professionals in Brussels and beyond.
Join CX-Brussels Today
Become a part of our vibrant community and gain access to exclusive events, networking opportunities, and the latest insights in customer experience. Elevate your CX knowledge and connect with like-minded professionals in Brussels and beyond.
Our Past Events
CX Governance Workshop (CX-Luxembourg)
It will also help you to realize CX milestones more easily.
▶️ During this session we explored the different aspects of CX Governance, how it can help you to create a customer-centric culture and how to implement it across the organization. Big thanks too to Dorian Couffignal from Spuerkeess who gave us some insights in how they implemented a strong CX governance within their organization.
CX Success with (Gen)AI
It was an engaging keynote and we had an interesting "Q&A" session as well. Afterwards Mieke called us "an engaged and warm group of people" 🙂
👏 Our gratitude also goes out to Groupe Rossel for hosting the event.
CX in the Luxury Industry
👏 Thanks to all the presenters of the evening:
🎤 Christophe Cormanne - Scabal: who talked about crafting unique experiences in their boutiques and sartorial events - to attract and retain, new and existing customers.
🎤 Nicolas Verschueren - Delvaux: who shared the unique client journey at Delvaux, seizing every touchpoint as an opportunity to engage, entice, and expand growth.
🎤 Anne-Sophie Van Hoeij - Porsche Belgium: who talked about the new "Destination Porsche" Centres - modern dealership that are regarded as community and lifestyle hubs, with a strong focus on customer centricity and that create a unique Porsche Experience.
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Round Table with Jos Donvil (bpost)
CX & AI: PwC Luxembourg
We explored a few real-world examples of Generative AI in CX, such as chatbots for support, content creation, and customer journey management—inspiring participants to see AI’s transformative potential.
In the workshop itself, participants engaged with a pre-prompted chatbot, to create their own AI-powered agent.
At the end, all groups presented their custom agents, showcasing how these AI solutions can streamline CX and deliver tangible business value.
CX & AI: Use Cases
As we have seen during the presentations: AI is used to improve the customer experience, enhance the efficiency of processes and to augment the employee experience. A win-win for everyone!
Thanks to all CX-Brussels members for their engagement during the session and to the presenters of Proximus ADA: Benoît Hespel, Véronique Marcq, Laurence Cordewiener, Pieter Vierstraete, Phoebe Wagemans and Siebe De Gezelle.
CX & Tech Orange Business
1. The Key to Consistent Customer Experiences: Karin Aalberts, Yves Van den Brande & Marta Mercuri. The personal video from Marta on the difficulties she faced when returning a faulty blender, gave a great view on the broken customer journeys big enterprises still have.
2. The power of data and technology: Gauthier Bolleyn, CCXP
3. Unleash Your Organization’s CX Potential: Karin Aalberts & Yves Van den Brande
International Trends in CX
This time we had LADISLAU BATALHA, the CEO of the International Customer Experience Institute who shared with us the latest trends and strategies in customer experience.
The event took place in one of the most beautiful offices in Luxembourg, the headquarter of POST Luxembourg . Designed as a zero-energy building, "HELIX" impressed with its architecture and high-quality materials. We also enjoyed a nice view over Luxembourg City, from the top floor of the building. Luc Welter, CX Director at Post Luxembourg, proved to be an excellent guide.
After the keynote we had an insightful panel discussion on the future challenges of CX.
Building a Customer Centric Organization
We want to thank all the members - who showed great participation during the workshop. Proving once again that CX is not a department but a company-wide commitment.
The Role of Empathy in Digital CX
The topic this time was "The Role of Empathy in Digital Customer Experience." Companies had been focusing on operational efficiency, which customers saw as a ‘hygiene’ factor rather than a differentiator. The explosion of digital and the drive to remove friction in customer experience meant that companies had engineered out meaningful and personal relationships with their customers. This operational focus missed the key component in what became the next competitive battleground - Digital Empathy.
From the UK, we had Peter Dorrington. As the inventor of Predictive Behavioural Analytics, Peter was an expert in providing customers with more human experiences across all channels, including mobile and digital.
The Great Myths of Customer
Centricity
We held our next CX-Brussels Round Table event. This time, we had one of our own members, Horst Remes (Onestone), who talked about the pitfalls of customer centricity. In this keynote address, Horst explained why too many customer-centricity initiatives fail. Numerous times, customers did not notice the difference between ‘before' and ‘after.'
As a result, there was no effect on their behaviour: no increase in word-of-mouth, improved sales, or higher loyalty. During this interactive session, we learned how to avoid those pitfalls and move forward effectively and efficiently.
Ilenia Vidili - Keynote on Digital Transformation
Ilenia Vidili - Keynote on Digital Transformation
We had a well-packed CX-Brussels at PwC Belgium. The evening's speaker, Ilenia Vidili, gave an insightful keynote on "Digital Transformation Begins with the Customer." Ilenia, a renowned customer-centricity advisor and author of *Journey to Centricity*, leverages her extensive experience in corporate marketing and customer experience to help companies become more customer-focused, enhancing loyalty and profitability.
The Next Level
of CX Management
At The Mérode, we had an insightful keynote from Prof. Katrien Verleye (Ghent University) and Prof. Arne De Keyser (EDHEC Business School) on the Next Level of Customer Experience Management. CX has rapidly become a key marketing concept, with 93% of leaders viewing it as crucial for business performance (HBR 2017). The evening explored the TCQ method, examining how CX is shaped by “touchpoints,” “context,” and “qualities,” supported by real-world examples. It was a great blend of academic research, practical insights, and networking.
Use Cases by our CX-Brussels Members
Our vibrant community gathered in Brussels for an inspiring event full of innovation and insights. Throughout the day, members presented six impressive use cases and innovations developed over the past year, offering valuable lessons on enhancing customer engagement and driving digital transformation. This was followed by a lively panel discussion on the latest trends and challenges in CX & Digital. The afternoon concluded with a reception, providing a great opportunity for networking and continued discussions.
CX Strategy & Vision
During this members' event at Kikuoka Golf, we explored the foundations of Customer Experience, focusing on its essential building blocks and the importance of a solid CX strategy in today’s business landscape. After an insightful break, participants engaged in group activities to craft their own CX vision statements, sparking creativity and collaboration. We received valuable insights from the different members throughout the day.
Our Events Calendar
We have a range of workshops and events planned for the rest of the year.
Please contact us if you would like to know more and get involved.
These events and workshops are scheduled as follows
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