Welcome to Phase 3 of digitalization, in which artificial intelligence is creating a revolution in the buying behavior of customers. The collecting of information, the buying process and customer service have all changed dramatically Based upon research in over 300 innovative businesses, this book explains the impact of the internet of things, virtual assistants, bots and client data on our businesses. But above all, this is a book about customers. In a world ruled by automation, the most important question remains: "how can I be customer-oriented?"