Yves Van Vaerenbergh is an innovative professor of Customer Experience Management at KU Leuven and a keynote speaker at global conferences. Designing one of the first courses on customer experience in Europe at KU Leuven, he is also a frequent guest lecturer at universities and business schools around the world. He has published over 30 academic papers in leading scientific journals and seeks to better understand customer journey innovations, customer loyalty drivers, customer experience measurement, the role of employees, and customer dissatisfaction management, among others. As the cofounder of the Kalepa Group, a KU Leuven spinoff company, Yves inspires and assists organizations in attaining customer engagement leadership through designing and implementing successful customer experience strategies using evidencebased insights and approaches. Moreover, he has served as the Department Chair of Marketing at KU Leuven and a board member of the Faculty of Economics and Business. This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at https://www.ted.com/tedx