How to win customers in a world at AI bots and automation
Customers the Day after Tomorrow by Steven Van Belleghem
The book is a must-read for anyone in business. It’s a window into the future; a state of play for the present and a view of the efficient, exceptional and personalised customer experience the future will deliver. It’s is a great starting base to learn more about customers of the future, how to start to future-proof a digital strategy and embrace artificial intelligence (AI), and where to concentrate efforts for efficiency by using AI.
Putting the customer at the centre of everything is no longer optional and customers right now are the most empowered we’ve ever seen – they expect immediate responses, for you to know who they are and what they like. Some companies do this terrifically and deliver the wow moments with every transaction but some left behind.
Here, Steven Van Belleghem weaves together case studies and research from hundreds of innovative, household name brands, demonstrating simply how the Internet of Things, AI, automisation, personalisation, big data and data security play out in our lives each and everyday. He takes seemingly esoteric concepts and makes them easily digestible.
As an EA working in a global business with a huge digital footprint, I found the AI and automisation chapters interesting and relevant to the strategy, challenges and cost-efficiency opportunities of my workplace.
It’s a big read, but a fascinating one and it’s worth persevering.
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Rachael is EA to the people director at BUPA.
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