Phase 3 of digitalisation has started. A phase of artificial
intelligence has revolutionised the buying behaviour 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
automatisation 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.
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