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.

Get the book:


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, he has more than 260,000 followers for his regular blog posts. You can catch up on his latest insights here.



TeleTech Announces Second Quarter 2017 Financial Results
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Customer Experience Solutions and Marketing Innovation Expert Bolsters Customer Experience and Service Design Acumen
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CX Innovators, Experts and Entrepreneurs Share Their Stories in The CX Pod
On-Demand Podcast Series Features Conversations on CX Insights, Ideas and Innovations
TeleTech CX Leader to Share Perspectives at CXSF 2017
Jeff Marcoux, CX Innovator and Marketing Professor, Will Outline Five Steps to Delivering Amazing Customer Experiences Using Strategy, Technology, Automation, Analytics and People