Transform the role of humans in CX: When digital becomes human
There is an urgent need for an extreme transformation of the customer relationship. Customers live in a world of self-service, big data, customer automation and the integration of the online & offline world. Failing to implement the digital relationship puts your company’s future on the line. A successful digital transformation is key but it will not be enough. Due to the digital evolution, your customer relationship needs to change on a human level as well. The key challenges in this regard are both numerous and interesting: finding a balance in the relationship between man and machine, outlining the role of the human touch and using the power to connect people with people to maximum advantage. Steven guides you through his famous story ’When digital becomes human’. It’s a narrative about the combination of the digital and the human transformation in your customer strategy. This story takes you on a journey to the future. It is provocative, exciting and scary at the same time. Enjoy this amazing ride!