Amazon’s investment supports innovation and aims to enhance CX through low prices, product selection, and convenience, while helping Belgian SMEs expand their reach locally and internationally.
Amazon has announced plans to invest more than €1 billion in Belgium between 2025 and 2027, building on its growing presence in the country and supporting local jobs, infrastructure, and SMEs. The announcement was made during a Belgian Economic Mission to the US West Coast.
The company stated that its investments have already contributed more than €140 million to Belgium’s GDP in 2024, with total contributions exceeding €350 million since 2015.
Amazon’s investment supports innovation and aims to enhance CX through low prices, product selection, and convenience, while helping Belgian SMEs expand their reach locally and internationally.
ALSO READ: 35 Must-Read Books on Customer Experience
Eva Faict, Country Manager for Amazon Belgium and the Netherlands, said, “Our planned investment of more than a billion euros in Belgium will go towards expanding our logistics network, enhancing our delivery capabilities, and strengthening our local infrastructure to better serve Belgian customers.”
“Since launching amazon.com.be in October 2022, we’ve helped more than a thousand Belgian businesses reach new customers, created hundreds of local jobs, and worked with local delivery partners.”
“This new investment will allow us to further support Belgian entrepreneurs with our technology and expertise, while continuing to offer customers low prices, wider product selection, and faster delivery options.”
Moreover, Amazon has invested more than €800 million in Belgium since 2015. The company currently employs over 400 people across its Belgian offices, including its headquarters in Brussels, AWS operations, delivery stations in Antwerp, and a Mechatronics R&D centre in Hamme.
ALSO READ: 7 Trends Set to Define Ecommerce in 2025
Third-party research by Keystone Strategy estimates that Amazon’s 2024 investments supported more than 1,000 indirect jobs and 200 induced jobs in construction, logistics, and professional services.
“Amazon’s investment is a powerful endorsement of our region’s economic strengths. As a government, we are committed to fostering innovation and supporting companies that create sustainable jobs and economic opportunities across our regions,” said Matthias Diependaele, Minister-President of Flanders.
“This significant investment demonstrates that our region continues to attract global technology leaders, strengthening our position as a strategic hub for digital commerce in Europe.”
The 2024 Amazon SME Impact Report highlights that Belgian SMEs are achieving strong international success through ecommerce, with 90% of businesses selling on Amazon exporting their products internationally. These SMEs generated over €350 million in total export sales in 2023.
ALSO READ: To Drive ROI, CX Leaders Must Move Beyond Vanity Metrics
Eléonore Simonet, Belgian Minister for SMEs, Self-Employed and Small Businesses, said, “Amazon’s €1 billion investment solidifies Belgium’s role as a leading hub for innovation and digital transformation, driving competitiveness, fostering job creation, and fueling economic growth.”
“Today’s announcement demonstrates the strong potential of ecommerce for businesses of all sizes, with particular promise for Belgian SMEs.”
In addition to economic growth, Amazon is investing in sustainability initiatives in Belgium. The company aims to reach net-zero carbon by 2040.
Current initiatives include decarbonising last-mile deliveries with electric vans and cargo bikes, investing in biodiversity and national park restoration projects, and launching programmes such as Climate Pledge Friendly, Amazon Used, Trade-in, and the Fix-it store to promote environmentally conscious choices.
ALSO READ: UK Consumers Call on AI to Save “Broken” Customer Service
Microsoft Dynamics 365 represents a robust cloud-based CRM solution with features such as pipeline assessment, relationship analytics, and conversational intelligence. It utilises AI-powered insights to provide actionable intelligence via predictive analytics, lead scoring, sentiment analysis, etc. Currently, Microsoft operates in 190 countries and is made up of more than 220,000 employees worldwide.
HubSpot is an inbound marketing, sales, and customer service software provider, offering robust CRM and automation solutions. Some of its products include Marketing Hub, Sales Hub, Operations Hub, Content Hub, Commerce Hub, Marketing Analytics and Dashboard Software. Guided by its inbound methodology, HubSpot enables companies to prioritise innovation and customer success.
Monday.com is a project management software company, offering a cloud-based platform that enables businesses 
Headquartered in San Mateo, California, Freshworks is a global AI-powered business software provider. Its tech stack includes a scalable and comprehensive suite for IT, customer support, sales, and marketing teams, ensuring value for immediate business impact. Its product portfolio includes Customer Service Suite, Freshdesk, Freshchat, Freshcaller, Freshsuccess, and Freshservice. Freshservice for Business Teams has helped several global organisations to enhance their operational efficiency.
Talkdesk offers an innovative AI-powered customer-centric tech stack to its global partners. The company provides generative AI integrations, delivering industry-specific solutions to its customers. Talkdesk CX Cloud and Industry Experience Clouds utilise modern machine learning and language models to enhance contact centre efficiency and client satisfaction.
The company offers comprehensive cloud-based solutions, such as Microsoft Dynamics 365, Gaming Consoles, Microsoft Advertising, Copilot, among other things, to help organisations offer enhanced CX and ROI. Its generative-AI-powered speech and voice recognition solutions,such as Cortana and Azure Speech Services empowers developers to build intelligent applications.
IBM is a global hybrid cloud and AI-powered 
Uniphore is an enterprise-class, AI-native company that was incubated in 2008. Its enterprise-class multimodal AI and data platform unifies all elements of voice, video, text and data by leveraging Generative AI, Knowledge AI, Emotion AI and workflow automation. Some of its products include U-Self Serve, U-Assist, U-Capture, and U-Analyze. Its Q for Sale is a conversational intelligence software that guides revenue teams with AI-powered insights, offering clarity on how to effectively keep prospects engaged.
Google Cloud accelerates every organisation’s ability to digitally transform its business. Its enterprise-grade solutions leverage modern technology to solve the most criticial business problems 
8×8 offers out-of-the-box contact centre solutions, assisting all-size businesses to efficiently meet customer needs and preferences. It offers custom CRM integrations support and integrates effortlessly with third-party CRMs like Salesforce, Microsoft Dynamics, Zendesk, and more. Offering global support in all time zones & development teams in 5 continents, its patented geo-routing solution ensures consistent voice quality.
Sprinklr is a comprehensive enterprise software company for all customer-focused functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform lets organisations offer human experiences to every customer, every time, across any modern channel.
Upland offers a comprehensive suite of contact centre and customer service solutions with products including InGenius, Panviva, Rant & Rave, and RightAnswers. InGenius enables organisations to connect their existing phone system with CRM, further enhancing agent productivity. Panviva provides compliant and omnichannel capabilities for highly regulated industries. Whereas, Rant & Rave, and RightAnswers are its AI-powered solutions, 
Zoho Social, a part of Zoho’s suite of 50+ products, is a comprehensive social media management platform for businesses and agencies. The Zoho Social dashboard includes a robust set of features, such as Publishing Calendar, Bulk Scheduler, and Approval Management to offer businesses all the essential social media publishing tools. Its monitoring tools help enterprises track and respond to relevant social conversations.
Hootsuite, headquartered in Vancouver, is a social media management platform that streamlines the process of managing multiple social media accounts. Some of its core offerings include social media content planning and publishing, audience engagement tools, analytics and social advertising. Its easy-to-integrate capabilities help marketing teams to schedule and publish social media posts efficiently.
Brandwatch enables businesses to build and scale the optimal strategy for their clients with intuitive, use-case-focused tools that are easy and quick to master. Bringing together consumer intelligence and social media management, the company helps its users react to the trends that matter, collaborate on data-driven content, shield the brand from threats and manage all the social media channels at scale.
Zoho Corporation offers innovative and tailored software to help leaders grow their business. Zoho’s 55+ products aid sales and marketing, support and collaboration, finance, and recruitment requirements. Its customer analytics capabilities come with a conversational feature, Ask Zia. It enables users to ask questions and get insights in the form of reports and widgets in real-time.
Salesforce-owned Tableau is an AI-powered analytics and business intelligence platform, offering the breadth and depth of capabilities that serve the requirements of global enterprises in a seamless, integrated experience. Marketers can utilise generative AI models, AI-powered predictions, natural language querying, and recommendationsons.
Fullstory is a behavioural data platform, helping C-suite leaders make informed decisions by injecting digital behavioural data into its analytics stack. Its patented technology uncovers the power of quality behavioural data at scale, transforming every digital visit into actionable insights. Enterprises can increase funnel conversion and identify their highest-value customers effortlessly.
Contentsquare is a cloud-based digital experience analytics platform, helping brands track billions of digital interactions, and turn those digital 
Amplitude is a product analytics platform, enabling businesses to track visitors with the help of collaborative analytics. The platform leverages the capabilities of 
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirement for personalised customer experiences at scale. Its platform helps play an essential role in managing different digital content or assets to improve customer happiness. Its easy-to-optimise content gives users appropriate marketing streams, ensuring product awareness.
Started in 2005 in a Sweden-based small town, Norrköping, Voyado offers a customer experience cloud platform that includes a customer loyalty management system. This platform helps businesses design and implement customer loyalty programs, track customer 
TapMango provides a comprehensive, customisable, flexible and feature-rich customer loyalty program. The loyalty tools include an integrated suite of customised consumer-facing technology, easy-to-use merchant tools, and automation algorithms, all aimed at enhancing customer experience. Adaptable to any industry, TapMango’s platform helps merchants compete with larger chains, converting customer one-time purchases into profitable spending habits.
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirements for personalised customer experiences at scale. Its innovative platform has played an essential role in managing different digital content or assets, to improve customer happiness or satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
