Technology is empowering customers. It is making them more knowledgeable, more connected – and more discerning – than ever before. But, there’s a twist: While it’s true that customers love the convenience that technology provides, they still crave that empathetic, human connection with their favorite brands.

On the other side of the table, business leaders are struggling to anticipate and defend against the disruption that technology – and customers themselves – are creating. Those who are able to find the right balance between automation and human-to-human interaction will be a step ahead.

This book will show you how.

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About the Author, Don Peppers

Don Peppers, acclaimed author and founding partner of Peppers & Rogers Group, a TeleTech Company, is one of the world's leading authorities on customer-focused business strategies. Alongside co-author Martha Rogers, Ph.D., Don has produced a legacy of international best-sellers, collectively selling well over a million copies in 18 languages.

Don has a popular voice in the worldwide media, and as a top 100 "IN-fluencer" for LinkedIn.com, he has more than 260,000 followers for his regular blog posts. You can catch up on his latest insights here.