Machine generated contents note: 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.

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 this book, Steven Van Belleghem explores and explains the new digital relationships.

Translated from Dutch.