Finally a book that doesn't force-feed you candy-coated customer experience stories that are interesting but don't tell us anything we do not already know.Having read most of the more celebrated sales and marketing books of the last decade, this one actually has some substance behind it. I was thoroughly impressed by the amount of research and experience that stands behind this book. Instead of providing a few nice anecdotal cases about customer-centricity or customer loyalty, this book provides a comprehensive view of how technology is changing sales and marketing practices throughout an organization and across all brands. Most importantly, it provides you with actionable insights into modern sales and marketing best practices.If you have been as frustrated as I have with the superficiality of recent sales and marketing books, then you should definitely give this one a try.