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With thought leader and customer experience guru Steven Van Belleghem.
There is a paradox at play in the world of customer experience right now: every company has fabulous intentions to make their customers happy and satisfy their every need, but in reality, the quality of execution is often average to low. In so many cases, organisation’s best intentions never get the chance to escape from the PowerPoint slide. Over the past twelve years, Steven has spoken extensively with thousands of CX professionals, and his conclusion; most companies still have a way to go in terms of delivering exceptional customer experience. They really want to do it, but the execution just isn’t there. Steven will elaborate on this during his keynote; a story about embedding an authentic Customer Culture in your organisation.
What’s on the programme?
1:15 pm: welcome with drinks & refreshments
2:00 pm: introduction by CX Brussels and iO
2:15 pm: keynote Pieter Janssens - CEO of iO
2:45 pm: keynote Steven Van Belleghem
3:45 pm: snacks, drinks, and an opportunity to network
Address: iO - Â Raymonde de Larochelaan 15, 9051 Ghent
Sign up today.
Naturally admission is free, and there’s a copy of Steven’s brand new book for every participant.
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As a CEO, managing director or marketing manager, you’re steering your ship towards the digital future. But here’s the challenge: how do you ensure you’re on the right course? Which aspects are thriving, and which ones need a boost? Register for our webinar and discover exactly how your company can move towards complete digital maturity.ÂRead moreWebinar
Webinar: How to easily gain complete control over the Woo publications of your organisation
With the introduction of the Open Government Act (Woo), the disclosure of information has become of greater importance. It’s wise to have a solid process and powerful digital tools in place to help your organisation comply to the Woo. But where to start? In the webinar ‘How to easily gain complete control over the Woo publications of your organisation’ we’ll show you how to set up this in a sufficient and user-friendly way.ÂRead moreWebinar
Webinar: How to easily gain complete control over the Woo publications of your organisation
With the introduction of the Open Government Act (Woo), the disclosure of information has become of greater importance. It’s wise to have a solid process and powerful digital tools in place to help your organisation comply to the Woo. But where to start? In the webinar ‘How to easily gain complete control over the Woo publications of your organisation’ we’ll show you how to set up this in a sufficient and user-friendly way.ÂRead moreWebinar
How to become a Social Brand - Building your business with social media
Learn how to move from merely being present on social media to making an impact with an effective social strategy.Read moreWebinar
Discover what's new in HubSpot: your quick guide to the INBOUND '24 updates
With over fifty new features every month, the HubSpot express train shows no signs of slowing down. Last month at the annual INBOUND event in Boston, you could explore all the latest updates and get an exclusive preview of the roadmap for the coming year. Couldn't make it? Sign up quickly for our free webinar to get a concise overview of all the highlights from INBOUND '24.Read moreWebinar
Webinar: the impact of AI on future customer experiences
As a digital marketing professional, you know customer experience is all about planning. But with the digital world getting more complex by the day, what should you focus on in 2025? Which processes will be most affected by artificial intelligence?  Sign up for our webinar to learn how your organization can prepare for AI's impact on tomorrow’s customers' experiences.ÂRead moreWhite paper
Increase your webshop turnover
Webshops have reached the status of shopping standard in the digital age. Users are just a few clicks away from their favourite items. Anywhere, at any time of the day, from the comforts of home. This is why online advertising on digital channels has become key to webshop owners: channels allowing you to maintain your margins and successfully activate consumers throughout the purchase process.Read moreWhite paper
Sales, leads, goals: your guide to Performance Marketing
Performance marketing is a branch of marketing where you focus on results. Which results? How can you measure it and - more importantly - how do you achieve it? This is different for every organisation, but the potential of performance marketing to deliver results? That’s universal. The efficient combination of leads, sales and targets is crucial.Read moreWhite paper
Everything you need to know about Large Language Models (like ChatGPT)
AI language models, better known as Large Language Models, such as ChatGPT are hot. For some, they are a fine piece of pastime, for others an important tool to achieve business goals – not in the least for SEO and SEA. As they gain plenty of popularity, the complexity of the picture is also becoming clear, just the capabilities of AI. It becomes important to fully understand their potential, and their limitations, before you start working with them.Read moreWhite paper
Get more revenue from Google Shopping with Google CSS Managed Service
In 2017, Google was fined €2.4 billion by the European Commission for abuse of power. The internet giant was pushing comparison websites (Comparison Shopping Services, or CSS) lower in search results with Google Shopping. That fine was bad news for Google, but good news for organisations looking to make more online sales.Read moreWhite paper
Download the all-in-one social media checklist
For many organisations, social media is still a Pandora's box. Yes, they are useful online channels, and yes, we might need to have a presence there. But how exactly do you tackle that? What do you need to take into account? This helpful social media checklist will take you a long way.Read moreWhite paper
Score on socials with the Social Benchmark Report 2023
When setting goals for social content campaigns, it's crucial to ensure they are achievable and have a tangible foundation. The iO Social Benchmark Report provides you with valuable insights into the world of social content performance, so that you can make data-driven choices to optimise your social content strategy.Read moreWhite paper
6 best practices for successful business innovation
How will your organisation challenge the status quo? What role do you hold in a market where the lines between different domains are becoming less distinct? How are you going to shape a future-proof business model that ensures that you are still relevant the day after tomorrow? The challenges of innovation aren't so much centered around refining your existing business model, but about responding smartly to a dynamic market where the rules are constantly changing. Therefore, innovation within your company remains essential: it enables you to tap into new markets, address new target groups and develop new propositions. Unfortunately, not every form of innovation actually leads to improvement. Our white paper shares 6 best practices for successful business innovation so that innovation does not remain a buzzword but delivers tangible results. ÂRead moreWhite paper
Whitepaper: Discover the power of branded podcasts
Branded podcasts offer organisations the opportunity to reach and stand out to their target audience in a unique way. Learn more about creating a successful branded podcast in this whitepaper, and discover inspiring examples from the market.Read moreWhite paper
The key insights from Corporate Klooien – Back to Tomorrow
If you were to start all over again tomorrow, would you end up where you are today?   In the 2023 edition of Corporate Klooien, we worked with professionals from influential organisations to explore their ideal future scenarios. We examined how they can deliver value and determine the right priorities in their specific situations. We did this using our own Corporate Alt Delete method.ÂRead moreWhite paper
How to successfully develop a platform
Facebook is a media company that does not create content. Airbnb has turned the hotel industry upside down without owning any accommodation. Two well-known examples of fast-growing platforms that enable transactions and bring users and products together. The main factor for success in this is their appeal to the right users and adding value by solving problems, providing convenience or introducing new services. They do this using a very strong User Experience (UX) and Developer Experience (DX).Read moreWhite paper
Corporate Alt Delete – Rewrite your organisation’s founding story
Corporate Alt Delete is a book that bridges the gap between two worlds within an organisation: Team Horizon, thinking in opportunities, and Team Business, focused on current results and business value. This book invites you to breathe new life into the old founding story of the organisation, enriching it with today's market knowledge and business capabilities. Why read Corporate Alt Delete?Read moreWhite paper
Whitepaper: How to unburden your business with ‘first time right’ marketing execution
Ideally, as a (Digital) Marketing Manager, you focus on developing and executing your strategy to achieve your organisation's goals. But what if your strategic focus is constantly disrupted by operational issues?ÂRead moreWhite paper
7 strategic considerations for building powerful platforms
For many companies, digital platforms are the backbone of their operations and critical to exceptional customer experiences. This white paper offers strategic insights and practical solutions to address digital challenges such as agility, scalability and security. Download now to take your digital platform to the next level and seamlessly align with your business goals.Read moreWhite paper
Make ecommerce more personal and tangible using online configurators
Consumers are increasingly used to communication that is tailored to them. An ad for 30% discount on cat food after you searched for the best kibble is an example. But so is the online purchase process of those kibbles. After all, today we want an online purchase to feel just like its physical counterpart. Online configurators are a great way to replace the eager shop assistant.Read moreWhite paper
5 insights from leaders in public communication
Effective communication between government and citizens is crucial in these rapidly-changing times. This whitepaper reveals five essential insights from some leading public communication professionals. Get inspired by these top leaders in the field and learn how to use branding techniques to powerfully communicate your story as a public organisation. After reading this whitepaper, you will knowRead moreWhite paper
The CTO guide to a composable architecture
Instead of depending on one big software suite, the ‘composable approach’ enables organisations to customise their IT infrastructure by selecting and integrating the most suitable components for their specific needs. However, composable is not a universal solution. In this whitepaper we break down the composable concept, explain the core principles and its potential impact on your organisation’s digital ecosystem. We help you determine a realistic timeframe for transitioning to a composable architecture and evaluate whether your business is ready to embrace composability. Finally, we explore diverse migration strategies for a smooth and seamless transition.Read moreWhite paper
How content and creation delivers brand success
A brand's story is shaped by content. In the coming years it isn’t just about what content you create, but about how your brand retains authenticity and flexibility in an ever-growing digital landscape.   Platforms are diverse, audiences are fragmented, and attention spans are shorter than ever. Today the central question is: "How can you be sure that your brand is communicating in an authentic and effective way?" It's about communication that doesn’t just connect with people, but actually touches them.  After reading this Insights Paper, you will have an in-depth understanding of the complexity of target audiences, the dynamics of platforms, the impact of AI, evolving content formats, and the value of content to brands.ÂRead moreBlog
Here’s how to write better with AI
As a writer, should you embrace or fear generative AI tools like ChatGPT, Copilot and Gemini? The former for sure, the latter perhaps too. In any case, they make you an offer you can't refuse. So, hoist these rambunctious AI sailors on board and put them to work, but above all remain the captain of your ship.Read moreBlog
Conversational search: what is it and why do you want it?
Conversational search in the form of an AI chatbot lets your website visitors interact with your content, resulting in a better customer experience. Conversational search is an advanced search method that uses natural language processing to understand search queries and provide relevant results. Instead of entering search terms, users can formulate searches as they would in a normal conversation.Read moreBlog
Four steps toward a flawless customer experience: the Double Diamond model
Good customer experience – say, the positive feeling that occurs and sticks when people interact with your brand – starts with a strong strategy. It requires lots of guessing, thinking, and doubting. Not to mention: hours of deciding and designing how to make it happen. So, how do you develop a strategy tailored to your organisation and goals? At iO, we use the Double Diamond model. It’s our creative guide to thinking from a problem-solver perspective. From product design to UX and far beyond, the Double Diamond model helps solve complex issues efficiently. In this blog post, we shed some light on the model, its pillars, and its possibilities, so that you can start using it to create flawless customer experiences that stick.ÂRead moreBlog
Drupal 11: innovative features for better UX, performance and development
Drupal recently launched the latest version of its unsurpassed CMS: Drupal 11. As a Certified Drupal Partner, our 130-strong Drupal team is eager to get started helping companies find their way around. After all, Drupal 11 offers a lot of new features that improve the user experience, increase performance and streamline development processes.Read moreBlog
Microcopy: small statements, huge impact
Did you know that the copy on a single button in your online shop can determine your conversion rate, even if it only contains one word? Few people think about this kind of microcopy, even though it can hugely impact the performance of your online platform or app. In this first blog post of our microcopy series, you will learn what microcopy is and why it matters.ÂRead moreBlog
Give your brand an identity with your tone of voice
Your brand’s story may be great, but if you tell it in a way that puts everyone to sleep, you won’t leave a lasting impression. That’s why your brand needs an appealing and fitting tone of voice. In this blog post, you’ll learn why a tone of voice is important and how to outline one for your brand.ÂRead moreBlog
Putting your brand on the map with an effective content strategy
There is a lot to consider when creating a content strategy. From determining your goals, and researching your target groups, to spotting content opportunities and measuring your results. How do you get started? And what should you consider? You'll find out in this blog.ÂRead moreBlog
Message house: the foundation of a strong and consistent content strategy
Today, personalisation and omnichannel marketing are essential. Businesses need a presence on multiple channels so that they can tailor their messages to each of their target groups in a hyper-personalised way. But how do you communicate your brand message consistently and clearly in this fragmented environment? The answer is simple: with a Message House. In this blog post, we explain why this model is essential, how to apply it, and the skills you need to get the most out of it.ÂRead moreBlog
Marketing budget allocation for 2025: data driven or a roll of the dice?
For many marketers, allocating budgets for the year ahead is a real headache. Will you carry your budget over from last year – even though technology is evolving at lightning speed and the marketing world could look completely different tomorrow? Or will you follow your intuition and take a chance? Fortunately, data modelling exists allowing you to allocate your budget with the certainty that you are spending it in the right place, and at the right time.Read moreBlog
The energy transition is enormous, how do you make it personal?Â
How do you explain the energy transition? iO and Enexis developed a permanent campaign with smart tech and several storylines.ÂRead moreBlog
How AI is enhancing creative processes
Is generative AI (GenAI) only useful for automating boring tasks or producing mediocre visuals and lacklustre, uninspired texts? Or can it add real value to the creative process? And if so, how do you use it to come up with new concepts and create unique stories? Gijs Besselink, Art Director and AI expert at iO, uses his experience to answer these questions and more.Read moreBlog
5 guidelines for good microcopy
I already demonstrated in my first blog post of this series on microcopy how the smallest words on your website or app can have a huge impact. In this second part, I want to show you some best practices for writing strong microcopy. Because even though these pieces of text may be unassuming, it can be challenging to write them.ÂRead moreBlog
Click here; or what not to choose for your call to action
A call to action is the determining step between a visitor and a conversion. Still, many companies hardly think about these pieces of text, which is a shame. Because a call to action with the right microcopy can increase your revenue and get you new leads. How? I’ll explain in this blog post.Read moreBlog
Confirmshaming: the dark side of copywriting
Everyone wants their website or app to bring in conversions. But how far will you go to get your user to act? What kind of copywriting techniques should you use, and which should you abandon? In this blog post, we’ll look at one of the most popular dark patterns in copywriting: confirmshaming.Read moreBlog
What makes a successful digital platform?
For many organisations, their digital platform is essential infrastructure: a versatile technology foundation on which they can build and run their digital operations. With a strong and flexible digital platform, you can stay ahead of your competitors by providing your customers with the best user experience that fits seamlessly with your business goals. But how do you ensure that your platform helps you to really make a difference?Read moreDossier
Dossier: E-commerce
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Dossier: Challenger Stories
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Dossier: Infinite Opportunities
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Dossier: Cookieless future
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Dossier: Video marketing
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Dossier: Marketplaces
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Dossier: Google Analytics 4
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Dossier: Public Brands
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Dossier: Marketing automation
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Dossier: Ready to pop on social media?
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Dossier: Get a taste of AI – Discover the endless possibilities of AI
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Dossier: Discover the power of branded podcasts
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Dossier: successful innovation
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Dossier: Maximize your marketing efforts with HubSpot
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Dossier: Drupal. Why big brands rely on Drupal CMS.
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Dossier: Composable, the key to flexible business architecture
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Dossier: Self service portals
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Belgian Federal Public Service Foreign Affairs website, more accessible than ever before
How do we make our content accessible, so that every Belgian can find the information they need quickly and easily? The question came from the Federal Public Service Foreign Affairs and the answer? That came from iO. The result: a website that focuses on accessibility and presents the most important information in a crystal clear way.Read moreVideo
Digitising a business: the most common mistakes and how to avoid them
How is it that only 30% of the companies are successful in adopting digital transformation? In large part because it affects every aspect of a business: people, processes, infrastructure, and customers. We walk you through the most common mistakes we see in digital transformation projects so you don’t have to make them yourself. Expert:Tom van Mierlo, Digital StrategistRead moreVideo
Transforming technology into a catalyst for innovation
How fast can you launch new products and services, scale up or scale down sales channels, or provide a better customer experience? The technical complexity of a business often determines its innovation speed. We look at how to transform the 5 key blockers in technology into accelerators for your business. Expert:Raymond Muilwijk, Center of Excellence Lead TechnologyRead moreVideo
How to measure the value of innovations faster and more clearly
In 2024, you will be less likely to make long-term investments. ROI has become a more important factor in innovation compared to recent years. We share ways that will help you validate innovations faster and gain management’s support. Expert: Uilke Duinstra - Service Line Director Strategy at iORead moreVideo
Do you take social media seriously?
Social media as a marketing tool is often overlooked, despite their potential, they are frequently underutilised. Nevertheless, a strong social strategy and a brand-oriented focus are the keys to success on social media platforms.Read moreVideo
Building brands; yes you can!
Social media extends way beyond performance and direct conversion. It's about building brands, building relationships with the target group and strategically distributing content on relevant platforms. Success requires belief in the power of social media and investment in knowledge building and daring to experiment.Read moreVideo
Who decides if your content has value?
It is sometimes difficult to estimate which content is valuable and which is not because of the influence of subjectivity and different opinions in your marketing team. Fortunately, that responsibility lies entirely with the consumer. All you have to do is create a lot of content that is in line with your organisation’s values.Read moreVideo
Who sees which content? The algorithm decides.
Less is more? Not when it comes to social media content. You need a lot of contact moments to get on the radar and stay there. Then the algorithm decides who sees which content.Read moreVideo
Banish content burnout
Sometimes content marketers suffer from a content burnout: they don't know what to post or how to come up with creative content. The drip model offers a solution: take a look at the 'low-hanging fruit' within your organisation, sector and above all: your target group environment. With social posts that you write from the perspective of your target group, you always deliver engaging content.Read moreVideo
Is Facebook passé? No way!
Many young people are on Snapchat and TikTok today. In spite of that, Facebook, with 70% active users, remains the largest social network in Flanders. Do you want to reach your audience? Then consider using Reels. Facebook can also deliver strong results for B2B marketing, especially in combination with LinkedIn.Read moreVideo
Does your brand have to be on TikTok?
TikTok offers unprecedented potential for organic reach, but also brings challenges: privacy issues, diverse content and users; and a powerful algorithm. Post multiple times a day and focus on native content instead of your own campaign materials.Read moreVideo
Which formats work on social media?
Since TikTok boosted vertical videos, they have dominated all platforms. Using reels strengthens the bond with your video first users and gives you more organic reach and improves your marketing results.Read moreVideo
Conversation management: truth, courage and action
Conversation management is a shift from webcare to webdare. Where in the past, brands mainly responded to negative experiences and complaints on their own channels, now you join conversations with your consumers on your own and other channels. This increases your visibility and positions you in the market.Read moreVideo
Social media marketing: tried and tested by Dewaele
Content strategist Sam talks to Vanessa Loose, marketing manager at Dewaele. For Belgium's largest independent estate agent, social media are incredibly important. With a healthy mix of trends and evergreen topics, they always stay on the radar as a life partner in living and business through social media.Read moreVideo
Challenger Stories: Willicroft makes ‘cheese’ from beans and pulses
Research shows that not many people have a positive perception of plant-based cheese. Brad Vanstone wants to change that with his brand Willicroft on Amsterdam's Spiegelgracht.Read moreVideo
Challenger Stories: BayaBaya guarantees sustainability without compromise
With BayaBaya, founders Dirk Taselaar and Leon Daggenvoorde aim to take the plastic bottle out of the bathroom. Founded in 2021, the brand sells powdered concentrate for body wash with natural, vegan ingredients. Combine that concentrate with tap water and pour it into the aluminium refill bottle, and you've done your part, too.Read moreVideo
Challenger Stories: Hands Off wants to make plant-based chocolate the norm
Hands Off was founded in 2013 to turn the chocolate industry upside down. For example, founder Kitty Smeeten achieved a 42% CO2 reduction by replacing cow's milk with hazelnut praline.ÂRead moreVideo
Video: Leaving no one behind digitally (David De Block)
In his talk at the 2023 BAM Marketing Congress, David De Block (Public Services Director at iO) talks about e-inclusion — or what it means to leave no one behind digitally.Read moreCase
How do you transform two telecom giants into one powerful brand?
Entopic/iO rewrote all content to a new tone of voice for the launch of the Odido brand and managed content migration from 2 websites to the new website. Want to know more? Find out in this case.Look at this client storyCase
How do you craft a captivating podcast journey for young train travelers?
Embark on a thrilling train adventure across the Netherlands with ‘Het Spoor Bijster’, a fuction podcast by the NS and iO.Look at this client storyCase
How to future-proof and secure a European dealer intranet?
Discover how the JLR Gateway, built in Drupal, acts as a central hub for dealer communication, processes, and collaboration.Look at this client storyCase
How a virtual museum highlights Flemish heritage
How do you develop a virtual experience platform that takes your customer experience to the next level?Look at this client storyCase
Realising growth through marketing
How iO convinces travelers to choose Brussels Airport for their next trip. Discover the marketing campaigns.Look at this client storyCase
A creative blend of skills
Discover what iO does for airport & travelers: from branding to creative campaigns and content creation.Look at this client storyPage
Verschil chatbot, bot en robot
Robots, chatbots, bots. Drie termen die erg op elkaar lijken, maar erg kunnen verschillen. Het zijn weliswaar alledrie technologische vorderingen in de samenleving, maar het is belangrijk om te weten wat ieder kan betekenen voor jou en wellicht je bedrijf.Read more