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When Digital Becomes Human: The Transformation of Customer Relationships
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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 expla...