On Sale: April 28, 2015
Hardcover / e-Book
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Non-Fiction Political | Non-Fiction
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.
1 comment posted.
Re: When Digital Becomes Human
Thank you Steven, communication is good!
(Clare O'Beara 5:50am August 12, 2015)
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