Acknowledgements Foreword Part One Introduction Introduction 01 The customer relationships of the future Different waves strengthen each other The shorter adoptive curve From #selfie to #dronie Technology as the sixth sense Brilliant companies - but they still miss the boat A new field of competition? Or a new customer relationship? You can win a battle, but not the war Five digital superheroes The digital interface leads the dance Digital becomes a commodity Human transformation as a consequence of digital transformation When digital becomes human A double transformation Notes Part Two Digital Transformation 02 Digital first = customer first Technological progress drives customer expectations The distrust of e-commerce The most important thing? Us! Digital first = customer first The ''customer first'' model Notes 03 A single digital ecosystem The magic of MyMagic+ The magic of perfection and the frustration of half solutions There is only one customer relationship: The customer is central, your internal organization isn''t The digital customer relationship is hybrid: Online and offline Beacons on the horizon From a customer-oriented strategy to a digital ecosystem Notes 04 From self-service to automation I want everything, and I want it now! Return on happiness Self-service in all phases of the purchase process From self-service to self-control The Age of Context From self-control to automation Towards a fully automated customer relationship Notes 05 Not ''big data'' - ''big relevance'' Enemy of the State Everything generates data Palantir: how big data grew into big business Big relevance From big data to big wisdom: the predictable consumer From big data to big wisdom: better marketing decisions From big data to big help From big data to big personalization Every company is an information company Awesome or creepy? The dark side From trust to better results Digital transformation: The most important ingredients Notes Part Three The human transformation Introduction 06 The technology becomes human From science fiction to science The second machine age Watson is smarter than people Human automation Almost ready to pass the Turing test? They seem like people Singularity: 2015-2032-2045 Don''t let that person anywhere near my body! Hey technology, that''s so easy - but you still can''t do it! Technology + human is 1+1=3 Krulak''s law The human touch builds an emotional relationship Digital interface versus the human touch Notes 07 Heartketing It cost us US$2 billion The case for heartketing The obsession of Pieter, Chris and Jean-Paul: Carglass, Cartamundi and Coolblue Modern leadership for customers, staff and society The proof is in the profit Heartketing means positivism Heartketing is more than responsible entrepreneurship Heartketing means ambition With new technology towards a new kind of honesty Notes 08 The human touch Google: one screen, double the creativity The human touch is not the same as the humanization of brands Even if the digital systems work perfectly, we still love people most People as a safety-net? Scarcity The emotional component of the human interface Let your people shine Human touch = emotional link Notes 09 Crowd power Back to the beginning The power of the crowd The crowd economy is expanding at incredible speed Direct to the end user The crowd economy is an opportunity The crowd as part of the emotional customer relationship Human connections as the ultimate human component in the customer relationship The human transformation: the most important ingredients When digital becomes human Conclusion Notes Index.