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(More customer reviews)Gates does a fine job of explaining how digitalisation will impact an office near you, and does this in a language which is so simple that even the average fiftysomething of a 20th Century boardroom will understand the wake-up call. The case of Bill Gates explaining e-business to board of directors of a German financial institution is worth the book price by itself. This case concludes that three revolutionary business shifts are in motion:
1 Most transactions between business and consumers, business and business, and consumers and government will become self-service digital transactions. Intermediaries will evolve to add value or perish.
2 Customer service will become the primary value added function in every business. Human involvement in service will shift from routine, low value tasks to a high-value, personal consultancy on important issues -problems or desires - for the customer.
3 The pace of transactions and the need for more personalised attention to customers will drive companies to adopt digital processes internally if they have not yet adopted them for efficiency reasons. Companies will use a digital nervous system to regularly transform their internal business processes to adapt to an environment that constantly changes because of customer needs and competition.
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