By @SimonCocking review of Customers the Day After Tomorrow: How to Attract Customers in a World of AI, Bots, and Automation by
- 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 automatisation and digitalisation
- With a chapter by expert Peter Hinssen
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?
This is the latest book by Steven, continuing in a series of readable, accessible marketing books. This one aim to push things out and look at future trends. The book is visually well designed with good illustrations. There are also useful links to the interviews he has carried out enabling you to dig deeper and learn more from the experts he spoke to when researching for this book.
As with any successful book in this area the more case studies and examples the better, and he certainly does well in this regard, drawing on real examples to illustrate what is happening, and could well be coming soon. His final chapter also looks to make some harder predictions and extrapolations based on where current trends appear to be going. It is certainly thought provoking, and worth reading if you are trying to stay ahead of the curve and your competitors. He also does a weekly vlog via his youtub channel too, so you can follow his latest insights there as well.