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When digital becomes human : the transformation of customer relationships /
"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. In a recent global market study, 73% of respondents stated that even when a compan...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés Dutch |
| Publicado: |
Philadelphia, PA :
Kogan Page,
2015.
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| Edición: | 1st edition. |
| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- List of figures
- List of tables
- Acknowledgements
- Foreword Part One Introduction
- Introduction 01 The customer relationships of the future
- Different waves strengthen each other
- The shorter adoptive curve
- From #selfie to #dronie
- Technology as the sixth sense
- Brilliant companies
- but they still miss the boat
- A new field of competition? Or a new customer relationship?
- You can win a battle, but not the war
- Five digital superheroes
- The digital interface leads the dance
- Digital becomes a commodity
- Human transformation as a consequence of digital transformation
- When digital becomes human
- A double transformation
- NotesPart Two Digital Transformation 02 Digital first = customer first
- Technological progress drives customer expectations
- The distrust of e-commerce
- The most important thing? Us!
- Digital first = customer first
- The 'customer first' model
- Notes03 A single digital ecosystem
- The magic of MyMagic+
- The magic of perfection and the frustration of half solutions
- There is only one customer relationship: The customer is central, not your internal organization
- The digital customer relationship is hybrid: Online and offline
- Beacons on the horizon
- From a customer-oriented strategy to a digital ecosystem
- Notes04 From self-service to automation
- I want everything, and I want it now!
- Return on happiness
- Self service in all phases of the purchase process
- From self-service to self-control
- The Age of Context
- From self-control to automation
- Towards a fully automated customer relationship
- Notes05 Not 'big data', but 'big relevance'
- Enemy of the State
- Everything generates data
- Palantir: how big data grew into big business
- Big relevance
- From big data to big wisdom: the predictable consumer
- From big data to big wisdom: better marketing decisions
- From big data to big help
- From big data to big personalization
- Every company is an information company
- Awesome or creepy?
- The dark side
- From trust to better results
- Digital transformation: The most important ingredients
- NotesPart Three The human transformation
- Introduction 06 The technology becomes human
- From science fiction to science
- The second machine age
- Watson is smarter than people
- Human automation
- Almost ready to pass the Turing test?
- They seem like people
- Singularity: 2015-2032-2045
- Don't let that person anywhere near my body!
- Hey technology, that's so easy
- but you still can't do it!
- Technology + human is 1+1=3
- Krulak's law
- The human touch builds an emotional relationship
- Digital interface versus the human touch
- Notes07 Heartketing
- It cost us US$2 billion
- The case for Heartketing
- The obsession of Pieter, Chris and Jean-Paul
- Modern leadership for customers, staff and society
- The proof is in the profit
- Heartketing means positivism
- Heartketing is more than responsible entrepreneurship
- Heartketing means ambition
- With new technology towards a new kind of honesty
- Notes08 The human touch
- Google: one screen, double the creativity
- The human touch is not the same as the humanization of brands
- Even if the digital systems work perfectly, we still love people most
- People as a safety-net?
- Scarcity
- The emotional component of the human interface
- Let your people shine
- Human touch = emotional link
- Notes09 Crowd power
- Back to the beginning
- The power of the crowd 1
- The crowd economy is expanding at incredible speed
- Direct to the end user
- The crowd economy is an opportunity
- The crowd as part of the emotional customer relationship
- Human connections as the ultimate human component in the customer relationship
- The human transformation: the most important ingredients
- When digital becomes human
- Conclusion
- Notes.