Efnisyfirlit

• Cover page
• Title page
• Imprint
• Table of contents
• List of Figures
• Acknowledgements
• Foreword
• Part one: Introduction
• Introduction
• 01 The customer relationships of the future
• Part two: Digital Transformation
• 02 Digital first = customer first
• 03 A single digital ecosystem
• 04 From self-service to automation
• 05 Not ‘big data’ – ‘big relevance’
• Part three: The human transformation
• Introduction
• 06 The technology becomes human
• 07 Heartketing
• 08 The human touch
• 09 Crowd power
• Index
• Full imprint