[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"detail-sidebar-cat-0-en-105":3,"doc-seo-411544-105":59,"doc-detail-411544-en":130},{"code":4,"msg":5,"data":6},0,"success",[7,13,18,23,28,33,38,43,48,51,55],{"id":8,"doc_module":4,"doc_module_name":9,"category_name":10,"show_sort_weight":11,"slug":12},1,"Document","Story & Novel",90,"story-novel",{"id":14,"doc_module":4,"doc_module_name":9,"category_name":15,"show_sort_weight":16,"slug":17},2,"Literature",80,"literature",{"id":19,"doc_module":4,"doc_module_name":9,"category_name":20,"show_sort_weight":21,"slug":22},4,"Exam",70,"exam",{"id":24,"doc_module":4,"doc_module_name":9,"category_name":25,"show_sort_weight":26,"slug":27},5,"Comic",60,"comic",{"id":29,"doc_module":4,"doc_module_name":9,"category_name":30,"show_sort_weight":31,"slug":32},6,"Technology",50,"technology",{"id":34,"doc_module":4,"doc_module_name":9,"category_name":35,"show_sort_weight":36,"slug":37},7,"Healthcare",40,"healthcare",{"id":39,"doc_module":4,"doc_module_name":9,"category_name":40,"show_sort_weight":41,"slug":42},8,"Research & Report",30,"research-report",{"id":44,"doc_module":4,"doc_module_name":9,"category_name":45,"show_sort_weight":46,"slug":47},9,"Religion & Spirituality",20,"religion-spirituality",{"id":46,"doc_module":4,"doc_module_name":9,"category_name":49,"show_sort_weight":46,"slug":50},"World Cup","world-cup",{"id":52,"doc_module":4,"doc_module_name":9,"category_name":53,"show_sort_weight":52,"slug":54},10,"Lifestyle","lifestyle",{"id":56,"doc_module":4,"doc_module_name":9,"category_name":57,"show_sort_weight":24,"slug":58},19,"General","general",{"code":4,"msg":60,"data":61},"ok",{"site_id":62,"language":63,"slug":64,"title":65,"keywords":66,"description":67,"schema_data":68,"social_meta":123,"head_meta":125,"extra_data":127,"updated_unix":129},105,"en","customerpocalypse-read-online-free","Customerpocalypse - read online free","","Customerpocalypse examines how a new generation of customers is creating “customer stress” that can destroy companies. It explores why customers become hostile, how misguided customer experience and data practices contribute to failure, and how organizations can respond through better judgment, desire, and customer-centric processes. The book also critiques technology and development approaches that stall execution, then proposes core survival principles for rebuilding business and IT alignment, redesigning customer service, and planning next steps.",{"@graph":69,"@context":122},[70,84,105],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":15,"@type":76,"position":81},"https://docshare.wps.com/document/literature/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/customerpocalypse-read-online-free/411544/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":99,"encodingFormat":97,"isAccessibleForFree":100,"interactionStatistic":101},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/customerpocalypse-read-online-free/411544.png","ImageObject",300,407,{"name":92,"@type":93},"Jake","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-10-29","2026-09-28",true,{"@type":102,"interactionType":103,"userInteractionCount":19},"InteractionCounter",{"@type":104},"ViewAction",{"@type":106,"mainEntity":107},"FAQPage",[108,114,118],{"name":109,"@type":110,"acceptedAnswer":111},"What does the book mean by “customer stress” and how can it lead to company failure?","Question",{"text":112,"@type":113},"It argues that many companies may die because an emerging generation of customers hates doing business with them, creating customer stress. The harm can come from self-inflicted customer experience problems, or from customers reacting through avoidance or rejection.","Answer",{"name":115,"@type":110,"acceptedAnswer":116},"Why does the book criticize “Death by Data” and excessive data gathering?",{"text":117,"@type":113},"It presents big data and data-driven approaches as sources of larger problems, including “data suicide” and creepy data gathering. The message is that information alone is only memory unless paired with better judgment and action.",{"name":119,"@type":110,"acceptedAnswer":120},"How does the book recommend changing technology and organizational execution to survive?",{"text":121,"@type":113},"It discusses the “business-IT collision,” critiques traditional and stagnant development approaches, and calls for readiness to change. It also proposes core principles such as democratizing technology, thinking in layers, using analytics continually, and moving from dream to reality through next steps.","https://schema.org",{"og:url":83,"og:type":124,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":126,"canonical":83},"index,follow",{"doc_id":128,"site_id":62},411544,1791907449,{"code":4,"msg":5,"data":131},{"doc_id":128,"user_id":132,"nickname":92,"user_avatar":133,"doc_module":4,"category_id":14,"category_name":15,"doc_title":65,"doc_description":67,"doc_content":134,"file_id":135,"file_url":136,"file_type":137,"file_size":138,"view_count":19,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":139,"language":140,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":141,"faqs":142,"seo_title":143,"seo_description":67,"update_tm":144,"read_time":145},962084928904,"https://ap-avatar.wpscdn.com/davatar_155a257f0dc6eb9ab79c44ca47cae57d","d3733dI NV7V  \nSdA7V⁰0d83W01SN  \nhttps://archive.org/details/customerpocalyps0000alan  \n# CustomerpocalypseTM\n\nHow the next generation of customerscould destroy your company and what youcan do about it.  \nAlan TreflerCambridge,Massachusetts  \n2013 Alan Trefler  \nll rights reserved.No part of this book may be reproduced in any form by any electronic or me-chanical means (including photocopying,recording,or information storage and retrieval)withoutpermission in writing from the author  \nThis special limited edition of Customerpocalypse by Alan Trefler is intended for selected and in-vited readers to provide additional conversations and observations that will find their way into thenext edition of the book.The author wants to hear from you:about what you think about Customer-pocalypse,your challenges and opportunitiesin facing the next generation of customer,delivering aworld class customer experience,and whether technology helps or hinders.  \nPlease post your public comments to Twitter:\\#Customerpocalypse or LinkedIn:CustomerpocalypseGroup.You can also email your feedback to:customerpocalypse@pega.com or comment at www.pega.com/community/pega-blog/customerpocalypse.  \nThis book was set in Minion by Pegasystems Inc.Printed and bound in the USA.  \nLibrary of Congress Cataloging-in-Publication Data  \nTrefler,Alan,1956-  \nCustomerpocalypse:How the next generation of customers could destroy your company and whatyou can do about it.  \nISBN:978-0-615-81276-2(softcover:paper)  \n## Preface for Reviewers\n\nThis book is the product of decades of engagement with many of the world'smost sophisticated organizations.I would like to thank the clients who haveshared their views on the imminent threats,as well as their managerial andtechnological responses.Their journeys are the real story of this book,and ithas been a privilege to see first-hand how insight and innovation can lead todifferentiated success.  \nCapturing and refining these ideas has been a journey in itself.Let me thankthe team of Brian Callahan,Scott Cooper and Russell Keziere for invaluableassistance in getting to this point.  \nFeedback is greatly appreciated.In particular,we welcome additional ex-amples of firms that have rallied around the concepts in this book-or havemissed-the-boat.Please send any comments to Customerpocalypse@pega.com,or to me directly at alan.trefler@pega.com.  \nThanks!  \n4  \nCambridge,Massachusetts  \n## Table of Contents\n\n### Chapter 1.WHY CUSTOMERS HATE YOU\n\nGreat Expectations  \nIt's Too Easy to Lose CustomersAn Ominous Future  \nAre You Provoking Your Customers?Welcome to the Nightmare\"Don'tSel to Me!\"  \nReverse Anthropomorphism\"I Want to Discover by Myself!\"  \n### Chapter 2.DEATH BY DATA\n\nBig Data,Bigger Problems  \nAutopsy of the“Customer Service Movement”Data Is Only MemoryData Suicide  \nCreepy Data GatheringGetting Beyond Data  \n### Chapter 3.ADDING JUDGMENT AND DESIRE\n\nData in Context  \nFrom Black and White to ColorAdding Judgment to the MixBringing Smart to BigThe Power of HypothesisNext-Best-ActionAdaptive LearningOrganizing Your InsightsIntent Goes Both Ways  \npg.1  \npg.16  \npg.27  \n### Chapter4.GETTINGIT DONE WITH CUSTOMER PROCESSES\n\nThe Best Action for Every Customer Interaction  \nFirst Impressions  \nSeamless Customer Processes  \nGetting Beyond Business Process Modeling  \nCrossing Lines  \nBuilding for Change  \nA High-Def Panorama  \n### Chapter 5.CHANGE HOWYOU THINKABOUT TECHNOLOGY\n\nThe Business-IT Collision  \nHow Computer Programming Became A MessTraditional DevelopmentStagnant SystemsManual SystemsRogue SystemsMind the Gap?  \nThe Desperation BandwagonAgile Programming to the “Rescue”?Ready to Change?  \n### Chapter 6.LIBERATING YOUR ORGANIZATION\n\nHybrid Vigor for Business and ITBreak the Grips of Channels and SilosNew Executive Coordination RolesRedesign the Role of Customer ServiceRewiring the CFO  \n### Chapter 7.STAYING ALIVE\n\n## Core Principles for Survival\n\nDemocratize How You Do TechnologyThink in Layers  \nUse Analytics to Optimize Continuall","cbCailaTQl2vbHKM","https://ap.wps.com/l/cbCailaTQl2vbHKM","pdf",6773857,108,"English","# Preface for Reviewers\n# Table of Contents\n## Chapter 1 - Why Customers Hate You\n## Chapter 2 - Death by Data\n## Chapter 3 - Adding Judgment and Desire\n## Chapter 4 - Getting It Done with Customer Processes\n## Chapter 5 - Change How You Think About Technology\n## Chapter 6 - Liberating Your Organization\n## Chapter 7 - Staying Alive\n# Core Principles for Survival","[{\"question\":\"What does the book mean by “customer stress” and how can it lead to company failure?\",\"answer\":\"It argues that many companies may die because an emerging generation of customers hates doing business with them, creating customer stress. The harm can come from self-inflicted customer experience problems, or from customers reacting through avoidance or rejection.\"},{\"question\":\"Why does the book criticize “Death by Data” and excessive data gathering?\",\"answer\":\"It presents big data and data-driven approaches as sources of larger problems, including “data suicide” and creepy data gathering. The message is that information alone is only memory unless paired with better judgment and action.\"},{\"question\":\"How does the book recommend changing technology and organizational execution to survive?\",\"answer\":\"It discusses the “business-IT collision,” critiques traditional and stagnant development approaches, and calls for readiness to change. It also proposes core principles such as democratizing technology, thinking in layers, using analytics continually, and moving from dream to reality through next steps.\"}]","Customerpocalypse - read online free | PDF",1790588856,166]