When Digital Becomes Human: The Transformation of Customer Relationships (Paperback) (ISBN-13: 9780749473235)

WINNER: CMI Management Book of the Year Awards 2016 - Commuter's Read Category

In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn't just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human, Steven Van Belleghem explores and explains the new digital relationships.

Packed with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, When Digital Becomes Human presents a clear model that companies can easily implement to integrate an emotional layer into their digital strategy. This guide to combining two of a business's most important assets - its people and its digital strengths - covers the latest issues in digital marketing and customer experience management, including omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, customer collaboration (ie crowdsourcing) and more.

Author: Steven Van Belleghem
ISBN-10: 0749473231
ISBN-13: 9780749473235
Publisher: Kogan Page
Language: English
Published: 04/28/2015
Pages: 208
Format: Paperback
Weight: 0.60lbs
Size: 9.10h x 6.10w x 0.40d