"When Digital Becomes Human" provides a clear guide on implementing an emotional layer into a digital strategy through successful examples from organizations such as Amazon, Nike and Starbucks. It covers issues such as omnichannel experiences, big data and predictive analytics, and customer collaboration, making it relevant for business owners looking to excel in today's digital age while adding a human touch to their customer experience management.

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WINNER : CMI Management Book of the Year Awards 2016 - Commuter's Read CategoryIn 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.

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