{"product_id":"when-digital-becomes-human-the-transformation-of-customer-relationships-9780749473235","title":"When Digital Becomes Human: The Transformation of Customer Relationships","description":"\u003cp\u003e\u003cb\u003eWINNER\u003c\/b\u003e: CMI Management Book of the Year Awards 2016 - Commuter's Read Category \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003eIn 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 \u003cb\u003e\u003ci\u003eWhen Digital Becomes Human\u003c\/i\u003e\u003c\/b\u003e, Steven Van Belleghem explores and explains the new digital relationships. \u003cp\u003e\u003c\/p\u003ePacked with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, \u003cb\u003e\u003ci\u003eWhen Digital Becomes Human\u003c\/i\u003e\u003c\/b\u003e 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.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Steven Van Belleghem\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Kogan Page\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 04\/28\/2015\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 208\u003cbr\u003e\u003cb\u003eBinding Type:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.60lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.10h x 6.10w x 0.40d\u003cbr\u003e\u003cb\u003eISBN:\u003c\/b\u003e 9780749473235\u003cbr\u003e\u003cp\u003e\u003cb\u003eAbout the Author\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eSteven Van Belleghem\u003c\/b\u003e is a successful entrepreneur, academic, speaker, author, and expert on the transformation of customer relations and the future of customer-centric marketing. He currently runs his own coaching company, B-Conversational, and is a professor of interactive marketing at Vlerick Leuven Gent Management School. Previously, he was a managing partner at InSites Consulting, a market research and consulting firm. He is the author of \u003ci\u003eThe Conversation Manager\u003c\/i\u003e and \u003ci\u003eThe Conversation Company\u003c\/i\u003e (Kogan Page).\u003cbr\u003e\u003c\/p\u003e","brand":"Kogan Page","offers":[{"title":"Paperback","offer_id":40389460852851,"sku":"9.78E+12","price":48.09,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0555\/9255\/0515\/products\/img_42c89ba5-3dc1-4b57-9a09-c862ab38ef65.jpg?v=1661607802","url":"https:\/\/bookstorenmore.com\/products\/when-digital-becomes-human-the-transformation-of-customer-relationships-9780749473235","provider":"Bookstore N More","version":"1.0","type":"link"}