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Customers the Day After Tomorrow: How to Attract Customers in a World of AI, Bots and Automation [Minkštas viršelis]

4.14/5 (139 ratings by Goodreads)
  • Formatas: Paperback / softback, 240 pages, aukštis x plotis: 210x260 mm, 25 colour, 15 b&w
  • Išleidimo metai: 01-Dec-2017
  • Leidėjas: Lannoo Publishers
  • ISBN-10: 9401445214
  • ISBN-13: 9789401445214
Kitos knygos pagal šią temą:
Customers the Day After Tomorrow: How to Attract Customers in a World of AI, Bots and AutomationDidesnis paveikslėlis
  • Formatas: Paperback / softback, 240 pages, aukštis x plotis: 210x260 mm, 25 colour, 15 b&w
  • Išleidimo metai: 01-Dec-2017
  • Leidėjas: Lannoo Publishers
  • ISBN-10: 9401445214
  • ISBN-13: 9789401445214
Kitos knygos pagal šią temą:
Pastovi nuoroda: https://www.kriso.lt/db/9789401445214.html
Raktažodžiai:
•Based on research in more than 300 innovative companies, the visionary insights of bestselling author Steven Van Belleghem provide an answer on how to be customer-oriented in a world of automatization and digitalization
•With a chapter by expert Peter Hinssen

Phase 3 of digitalization has started. A phase of artificial intelligence has revolutionized the buying behavior of customers: collecting information, the buying process and customer service have changed dramatically. This book explains the impact of the 'internet of things', virtual assistants, bots and client data. But first of all this is a book about customers. In a world of automatization the most important question remains: how can I be customer-oriented?

"Steven is a much asked for keynote speaker for our events, always a highlight. He has a unique and authentic style: with a combination of academic depth and well-built cases he spices up his presentations with a tremendous amount of humor." - Anthony Belpaire, Google

Website: stevenvanbelleghem.com
Youtube: StevenVanBelleghem/videos
Twitter: @StevenVBe

Phase 3 of digitalization has started. A phase of artificial intelligence has revolutionized the buying behavior of customers: collecting information, the buying process and customer service have changed dramatically. This book explains the impact of the 'internet of things', virtual assistants, bots and client data. But first of all this is a book about customers. In a world of automatization the most important question remains: how can I be customer-oriented? "Steven is a much asked for keynote speaker for our events, always a highlight. He has a unique and authentic style: with a combination of academic depth and well-built cases he spices up his presentations with a tremendous amount of humor." - Anthony Belpaire, Google Website: stevenvanbelleghem.com Youtube: StevenVanBelleghem/videos Twitter: @StevenVBe

Daugiau informacijos

Short-listed for Business Book Awards 2018.
Introduction
The third phase in digital evolution
13(1)
Customers The Day After Tomorrow
14(3)
The structure of Customers The Day After Tomorrow
17(1)
Feedback
17(2)
Bringing the book to life via Augmented Reality
19(3)
Chapter 1 Customer Experience In The Third Phase Of Digitalization
Success today? Process -- Measuring -- Culture
22(2)
Social media pushes customer experience into the boardroom
24(1)
The customer relationship is the TOP priority for companies
25(2)
The third digital wave: Connectivity, Artificial Intelligence and Automation
27(3)
The opening shot? DeepMind beats the Go world champion
30(2)
From Go to poker to dogfights to business impact
32(1)
From stupid to smart in five years time
33(2)
We are reaching the point of convergence
35(4)
The talking Kone lifts
39(1)
ISS uses algorithms for better and more efficient service
39(1)
Algorithms direct decisions
40(2)
A New Customer Journey
42(3)
Process -- Measuring -- Culture is no longer enough
45(5)
THE DAY AFTER TOMORROW MINDSET
Chapter 2 From Mobile First To Ai First
Faster adoption and higher impact
50(1)
Invisible technology leads to magical experiences
51(4)
The AI-first mindset
55(2)
AI is necessary for governments to meet their financial targets
57(2)
How a single self-driving car can reduce traffic jams
59(1)
Trust in machines > trust in people
60(2)
The six fields where AI will offer added value in customer relations
62(5)
AI = Data
67(2)
From supervised learning to non-supervised learning
69(1)
Weapons of mass influence
70(1)
From perception to real value
71(2)
Too enthusiastic or too scared
73(9)
Jeremiah Owyang about the evolution towards automation
75(7)
Chapter 3 It's Not the Technology, It's the Customer
It's not about the technology, it's about the customer
82(1)
Car central or citizen central?
83(2)
The explosion of expectations
85(1)
A Devilish Dilemma
86(1)
The real Customer of The Day After Tomorrow
87(1)
An expert speaks: Joeri Van den Bergh
88(3)
The best service level ever
91(21)
1 Faster than real time: from reactive to proactive service
92(3)
2 Hyper-personalization: from average to individual customer
95(4)
3 Unparalleled ease of use (`convenience'): a world without a manual
99(13)
Chapter 4 The Day After Tomorrow Model
The Azure Window
112(1)
The Day After Tomorrow
113(3)
Towards the new customer relationship in The Day After Tomorrow
116(1)
Customer 2020 at the KBC
117(1)
ThenextphaseforBooking.com
118(1)
Lemonade, a very tasty insurer
119(2)
Knab moves into the insurance world
121(1)
Three starting points, one philosophy
121(1)
Solutions to get around The Day After Tomorrow stalemate
122(1)
The expectation of Today versus The Day After Tomorrow
123(1)
Play offensively
124(1)
Customers The Day After Tomorrow in Efteling
124(4)
Four axes of investment on the road to The Day After Tomorrow
128(6)
THE DAY AFTER TOMORROW INVESTMENT AXES
Chapter 5 The Data Lever
The limitations of segmentation
134(1)
The power of context
135(1)
Who is reading who?
135(1)
From security to knowledge
136(1)
Google retail lab
137(1)
AIMD: the power of Youku Tudou and Alibaba
138(1)
One Football: Youku Tudou on a smaller scale
139(2)
`Our gut feeling is worthless': marketing has become a science
141(2)
A Fundamental shift in value creation
143(2)
Netflix as the king of consumer science
145(2)
`In God we trust; all others bring data'
147(1)
Planet Labs turns insurance into a science
147(2)
Ant Financial Services: the data lever in a classic industry
149(1)
Investing in the data lever
150(4)
Chapter 6 New User Interfaces
A Virtual assistant for students
154(1)
Social media are too slow!
154(1)
Real-time is the new minimum
155(1)
Blue is my favourite colour as well!
156(1)
Solving the shortage of doctors
157(1)
A World full of micro-bots
158(1)
The end of `search'?
159(2)
The evolution of interfaces
161(1)
From complex to simple
162(1)
Customer-friendly mobile interfaces push satisfaction and conversion at Belfius
162(2)
From simple to automated
164(1)
Buy the best cakes in San Francisco - automatically
165(1)
Smart contracts using Blockchain
166(1)
A Robot as financial adviser
167(1)
Vanguard grows thanks to robot advice
168(1)
From automated to augmented
168(2)
Google Lens!
170(1)
A World without screens
171(1)
Towards augmented customer experience
171(2)
An automated world with perfect timing
173(3)
Chapter 7 Fighting the Commodity Magnet
The platform as a marker of trust
176(2)
The commodity magnet
178(1)
The strongest commodity magnet ever
179(2)
Marketing: influencing the consumer and influencing the algorithm
181(2)
The marketing department for The Day After Tomorrow
183(1)
Four strategies to beat the commodity magnet
184(7)
New and renewed expertise
191(3)
Chapter 8 Intelligence Augmented
Artificial intelligence is more dangerous than nuclear weapons
194(1)
Open AI
195(1)
The super AI myth
195(4)
Robots steal our jobs, but less quickly than we think
199(1)
Feeling threatened by automation? Learn new skills!
200(1)
Bottleneck occupations? Send in the robots!
201(2)
Intelligence augmented
203(1)
The scaling-up of human skills
203(1)
The starting point: customer service
204(2)
Intelligence augmented in all phases of the customer experience
206(1)
Investing in intelligence augmented
207(1)
Cyborgs!
208(1)
How far along are you?
209(4)
THE DAY AFTER TOMORROW CONSEQUENCES
Chapter 9 Organizational Models for the Day After Tomorrow
213(31)
Peter Hinssen
How successful companies are preparing for The Day After Tomorrow'
214(2)
Patterns of The Day After Tomorrow
216(23)
Pattern #1 The remote silo
216(3)
Pattern #2 The separate entity
219(2)
Pattern #3 The `catapult'
221(1)
Pattern #4 Customer co-creation
222(2)
Pattern #5 The portfolio organization
224(3)
Pattern #6 The accelerator
227(2)
Pattern #7 The corporate garage
229(2)
Pattern #8 The network organization
231(3)
Pattern #9 Integral disruption
234(3)
Pattern #10 The pollutants strategy
237(2)
The Day After Tomorrow canvas
239(1)
Today
240(1)
Tomorrow
240(1)
Day After Tomorrow
240(4)
Chapter 10 Ethics In the Day After Tomorrow
Society in The Day After Tomorrow?
244(1)
A World of limitless ambition
244(1)
The greatest comeback ever!
245(1)
Not just ambitious billionaires
246(1)
Homo Deus
246(2)
A World full of technological filters
248(1)
Fake news? You ain't seen nothing yet!
249(1)
The current privacy discussion is the wrong discussion
250(1)
Brands with convictions
251(2)
Explicit ethical choices
253(1)
How far can technology go?
254(1)
Towards a collaborative model?
255(1)
Finally... Dream of the future, but use what is available today 256(1)
Thank You! 257(2)
Photo Credits 259(2)
Notes 261
Steven Van Belleghem is an expert in customer focus in a digital world. He is a popular speaker at home and abroad. In his keynote presentations, Steven takes his audience on a journey to the world of modern customer relationships in a clever, enthusiastic and inspiring way. Steven is the author of three bestselling books. He became known for his first book, The Conversation Manager, which won the award for most innovative marketing book of 2010. Steven also wrote The Conversation Company and his most recent book, When Digital Becomes Human. When Digital Becomes Human received the award of 'Best Marketing Book of 2015'. Over 75,000 copies of his books were sold. Steven is also an entrepreneur. He is a partner in consultancy firm Nexxworks, a co-founder of Zembro (a wearable start-up) and the co-founder of content creation ompany Snackbytes. He spent the first 12 years of his career as a consultant and managing partner of the innovative market research company InSites Consulting. During that time, the company grew from 8 to 130 staff with offices in 5 countries. Steven is also a part-time marketing professor at Vlerick Business School. Steven's earlier works When Digital Becomes Human, The Conversation Manager and The Conversation Company have been translated to English.